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Sample records for quality information service

  1. Total Quality Management in Information Services. Information Services Management Series.

    ERIC Educational Resources Information Center

    St. Clair, Guy

    Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the…

  2. Total Quality Management in Information Services. Information Services Management Series.

    ERIC Educational Resources Information Center

    St. Clair, Guy

    Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the…

  3. Quality Management and Building Government Information Services.

    ERIC Educational Resources Information Center

    Farrell, Maggie

    1998-01-01

    Discusses serving library-patron needs in terms of customer service and quality control. Highlights include tools for measuring the quality of service (e.g., the SERVQUAL survey), advisory boards or focus groups, library "service statements," changing patron needs, new information formats, and justifying depository library services. (JAK)

  4. Measuring Service Quality in the Information Services Environment.

    ERIC Educational Resources Information Center

    Maddox-Swan, Ruth

    1998-01-01

    The purpose of this research was to identify the service factors that influence judgments of customer satisfaction in the academic library/media center. The study, conducted at Florida State University examined the relative importance of these determinants of service quality and compared these results to earlier studies conducted with customers of…

  5. Measuring Service Quality in the Information Services Environment.

    ERIC Educational Resources Information Center

    Maddox-Swan, Ruth

    1998-01-01

    The purpose of this research was to identify the service factors that influence judgments of customer satisfaction in the academic library/media center. The study, conducted at Florida State University examined the relative importance of these determinants of service quality and compared these results to earlier studies conducted with customers of…

  6. Total quality management - It works for aerospace information services

    NASA Technical Reports Server (NTRS)

    Erwin, James; Eberline, Carl; Colquitt, Wanda

    1993-01-01

    Today we are in the midst of information and 'total quality' revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM-based improvement of future STI program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer-driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle.

  7. Total quality management - It works for aerospace information services

    NASA Technical Reports Server (NTRS)

    Erwin, James; Eberline, Carl; Colquitt, Wanda

    1993-01-01

    Today we are in the midst of information and 'total quality' revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM-based improvement of future STI program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer-driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle.

  8. 77 FR 33808 - Agency Information Collection; Activity Under OMB Review: Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-07

    ...: Airline Service Quality Performance--Part 234 AGENCY: Research & Innovative Technology Administration... Desk Officer. SUPPLEMENTARY INFORMATION: OMB Approval No. 2138-0041 Title: Airline Service Quality...

  9. Total quality management: It works for aerospace information services

    NASA Technical Reports Server (NTRS)

    Erwin, James; Eberline, Carl; Colquitt, Wanda

    1993-01-01

    Today we are in the midst of information and 'total quality' revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM-based improvement of future STI program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer-driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle. Four projects are described that utilize cross-functional, problem-solving teams for identifying requirements and defining tasks and task standards, management participation, attention to critical processes, and measurable long-term goals. The implementation of these projects provides the customer with measurably improved access to information that is provided through several channels: the NASA STI Database, document requests for microfiche and hardcopy, and the Centralized Help Desk.

  10. Quality of service management framework for dynamic chaining of geographic information services

    NASA Astrophysics Data System (ADS)

    Onchaga, Richard

    2006-06-01

    Dynamic chaining of geographic information services (geo-services) is gaining popularity as a new paradigm for evolving flexible geo-information systems and for providing on-demand access to geo-information. In dynamic chaining, disparate geo-services are discovered and composed at run time to yield more elaborate functionality and create value-added geo-information. Common approaches to service chaining discover and compose disparate geo-services based on the functional capability of individual geo-services. The primary concern of common approaches is thus the emergent behavior of the resulting composite geo-service. However, as geo-services become mundane and take on a greater and more strategic role in mission critical processes, deliverable quality of service (QoS) becomes an important concern. QoS concerns operational characteristics of a service that determine its utility in an application context. To address pertinent QoS requirements, a new approach to service chaining becomes necessary. In this paper we propose a QoS-aware chaining approach in which geo-services are discovered, composed and executed considering both functional and QoS requirements. We prescribe a QoS management framework that defines fundamental principles, concepts and mechanisms which can be applied to evolve an effective distributed computing platform for QoS-aware chaining of geo-services - the so-called geo-service infrastructure. The paper also defines an extensible QoS model for services delivered by dynamic compositions of geo-services. The process of orthophoto generation is used to demonstrate the applicability of the prescribed framework to service-oriented geographic information processing.

  11. Managing the Quality of Reference/Information Service

    ERIC Educational Resources Information Center

    Childers, Thomas

    1972-01-01

    A brief review of measurements of reference/information service in libraries leads to the observation that few measures have dealt with the service product from the user's point of view. (9 references) (Author/NH)

  12. 75 FR 41920 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-07-19

    ...; Airline Service Quality Performance--Part 234 AGENCY: Research & Innovative Technology Administration... INFORMATION: OMB Approval No. 2138-0041 Title: Airline Service Quality Performance--Part 234. Form No.: BTS...

  13. 75 FR 21716 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-04-26

    ...; Airline Service Quality Performance--Part 234 AGENCY: Research and Innovative Technology Administration... monitor the quality of air service that major air carriers are providing the flying public. The Federal... and returned. SUPPLEMENTARY INFORMATION: OMB Approval No. 2138-0041. Title: Airline Service Quality...

  14. Public transparency Web sites for radiology practices: prevalence of price, clinical quality, and service quality information.

    PubMed

    Rosenkrantz, Andrew B; Doshi, Ankur M

    2016-01-01

    To assess information regarding radiology practices on public transparency Web sites. Eight Web sites comparing radiology centers' price and quality were identified. Web site content was assessed. Six of eight Web sites reported examination prices. Other reported information included hours of operation (4/8), patient satisfaction (2/8), American College of Radiology (ACR) accreditation (3/8), on-site radiologists (2/8), as well as parking, accessibility, waiting area amenities, same/next-day reports, mammography follow-up rates, examination appropriateness, radiation dose, fellowship-trained radiologists, and advanced technologies (1/8 each). Transparency Web sites had a preponderance of price (and to a lesser extent service quality) information, risking fostering price-based competition at the expense of clinical quality. Copyright © 2016 Elsevier Inc. All rights reserved.

  15. A Quality Function Deployment Framework for the Service Quality of Health Information Websites

    PubMed Central

    Kim, Dohoon

    2010-01-01

    Objectives This research was conducted to identify both the users' service requirements on health information websites (HIWs) and the key functional elements for running HIWs. With the quality function deployment framework, the derived service attributes (SAs) are mapped into the suppliers' functional characteristics (FCs) to derive the most critical FCs for the users' satisfaction. Methods Using the survey data from 228 respondents, the SAs, FCs and their relationships were analyzed using various multivariate statistical methods such as principal component factor analysis, discriminant analysis, correlation analysis, etc. Simple and compound FC priorities were derived by matrix calculation. Results Nine factors of SAs and five key features of FCs were identified, and these served as the basis for the house of quality model. Based on the compound FC priorities, the functional elements pertaining to security and privacy, and usage support should receive top priority in the course of enhancing HIWs. Conclusions The quality function deployment framework can improve the FCs of the HIWs in an effective, structured manner, and it can also be utilized for critical success factors together with their strategic implications for enhancing the service quality of HIWs. Therefore, website managers could efficiently improve website operations by considering this study's results. PMID:21818418

  16. 77 FR 18306 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-03-27

    ... Research & Innovative Technology Administration Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance AGENCY: Research & Innovative Technology Administration (RITA), Bureau... 20, 2012. Patricia Hu Director, Bureau of Transportation Statistics, Research and...

  17. Motivating medical information system performance by system quality, service quality, and job satisfaction for evidence-based practice

    PubMed Central

    2012-01-01

    Background No previous studies have addressed the integrated relationships among system quality, service quality, job satisfaction, and system performance; this study attempts to bridge such a gap with evidence-based practice study. Methods The convenience sampling method was applied to the information system users of three hospitals in southern Taiwan. A total of 500 copies of questionnaires were distributed, and 283 returned copies were valid, suggesting a valid response rate of 56.6%. SPSS 17.0 and AMOS 17.0 (structural equation modeling) statistical software packages were used for data analysis and processing. Results The findings are as follows: System quality has a positive influence on service quality (γ11= 0.55), job satisfaction (γ21= 0.32), and system performance (γ31= 0.47). Service quality (β31= 0.38) and job satisfaction (β32= 0.46) will positively influence system performance. Conclusions It is thus recommended that the information office of hospitals and developers take enhancement of service quality and user satisfaction into consideration in addition to placing b on system quality and information quality when designing, developing, or purchasing an information system, in order to improve benefits and gain more achievements generated by hospital information systems. PMID:23171394

  18. Motivating medical information system performance by system quality, service quality, and job satisfaction for evidence-based practice.

    PubMed

    Chang, Ching-Sheng; Chen, Su-Yueh; Lan, Yi-Ting

    2012-11-21

    No previous studies have addressed the integrated relationships among system quality, service quality, job satisfaction, and system performance; this study attempts to bridge such a gap with evidence-based practice study. The convenience sampling method was applied to the information system users of three hospitals in southern Taiwan. A total of 500 copies of questionnaires were distributed, and 283 returned copies were valid, suggesting a valid response rate of 56.6%. SPSS 17.0 and AMOS 17.0 (structural equation modeling) statistical software packages were used for data analysis and processing. The findings are as follows: System quality has a positive influence on service quality (γ11= 0.55), job satisfaction (γ21= 0.32), and system performance (γ31= 0.47). Service quality (β31= 0.38) and job satisfaction (β32= 0.46) will positively influence system performance. It is thus recommended that the information office of hospitals and developers take enhancement of service quality and user satisfaction into consideration in addition to placing b on system quality and information quality when designing, developing, or purchasing an information system, in order to improve benefits and gain more achievements generated by hospital information systems.

  19. Information Service.

    ERIC Educational Resources Information Center

    Scofield, James

    Newspaper librarians discussed the public use of their newspapers' libraries. Policies run the gamut from well-staffed public information services, within or outside the newspaper library, to no service at all to those outside the staff of the paper. Problems of dealing with tax and law enforcement agencies were covered, as well as cooperative…

  20. Dynamic Policy-Driven Quality of Service in Service-Oriented Information Management Systems

    DTIC Science & Technology

    2011-01-01

    data sources , gathering and maintaining the data needed, and completing and reviewing the collection of information. Send comments regarding this...Services, Directorate for Information Operations and Reports, 1215 Jefferson Davis Highway, Suite 1204, Arlington VA 22202-4302. Respondents should be aware ...constrained re- sources ) and the bottlenecks might change over time. Local enforcement to remove a single bottleneck might be ineffective if there are

  1. A service for the application of data quality information to NASA earth science satellite records

    NASA Astrophysics Data System (ADS)

    Armstrong, E. M.; Xing, Z.; Fry, C.; Khalsa, S. J. S.; Huang, T.; Chen, G.; Chin, T. M.; Alarcon, C.

    2016-12-01

    A recurring demand in working with satellite-based earth science data records is the need to apply data quality information. Such quality information is often contained within the data files as an array of "flags", but can also be represented by more complex quality descriptions such as combinations of bit flags, or even other ancillary variables that can be applied as thresholds to the geophysical variable of interest. For example, with Level 2 granules from the Group for High Resolution Sea Surface Temperature (GHRSST) project up to 6 independent variables could be used to screen the sea surface temperature measurements on a pixel-by-pixel basis. Quality screening of Level 3 data from the Soil Moisture Active Passive (SMAP) instrument can be become even more complex, involving 161 unique bit states or conditions a user can screen for. The application of quality information is often a laborious process for the user until they understand the implications of all the flags and bit conditions, and requires iterative approaches using custom software. The Virtual Quality Screening Service, a NASA ACCESS project, is addressing these issues and concerns. The project has developed an infrastructure to expose, apply, and extract quality screening information building off known and proven NASA components for data extraction and subset-by-value, data discovery, and exposure to the user of granule-based quality information. Further sharing of results through well-defined URLs and web service specifications has also been implemented. The presentation will focus on overall description of the technologies and informatics principals employed by the project. Examples of implementations of the end-to-end web service for quality screening with GHRSST and SMAP granules will be demonstrated.

  2. Issues in the practice of cosmetic surgery: consumers' use of information and perceptions of service quality.

    PubMed

    Babakus, E; Remington, S J; Lucas, G H; Carnell, C G

    1991-09-01

    The information sources consumers use and consumers' perceptions of the quality of services they receive are examined in the context of breast augmentation surgery. Consumers who received breast implants for reconstructive purposes (i.e., after a mastectomy) were compared with those who received them solely for cosmetic purposes. Implications for health care marketers at a time of federal scrutiny are discussed.

  3. Modelling End-User of Electronic-Government Service: The Role of Information quality, System Quality and Trust

    NASA Astrophysics Data System (ADS)

    Witarsyah Jacob, Deden; Fudzee, Mohd Farhan Md; Aizi Salamat, Mohamad; Kasim, Shahreen; Mahdin, Hairulnizam; Azhar Ramli, Azizul

    2017-08-01

    Many governments around the world increasingly use internet technologies such as electronic government to provide public services. These services range from providing the most basic informational website to deploying sophisticated tools for managing interactions between government agencies and beyond government. Electronic government (e-government) aims to provide a more accurate, easily accessible, cost-effective and time saving for the community. In this study, we develop a new model of e-government adoption service by extending the Unified Theory of Acceptance and Use of Technology (UTAUT) through the incorporation of some variables such as System Quality, Information Quality and Trust. The model is then tested using a large-scale, multi-site survey research of 237 Indonesian citizens. This model will be validated by using Structural Equation Modeling (SEM). The result indicates that System Quality, Information Quality and Trust variables proven to effect user behavior. This study extends the current understanding on the influence of System Quality, Information Quality and Trust factors to researchers, practitioners, and policy makers.

  4. Information for mental health systems: an instrument for policy-making and system service quality.

    PubMed

    Lora, A; Lesage, A; Pathare, S; Levav, I

    2017-08-01

    Information is crucial in mental healthcare, yet it remains undervalued by stakeholders. Its absence undermines rationality in planning, makes it difficult to monitor service quality improvement, impedes accountability and human rights monitoring. For international organizations (e.g., WHO, OECD), information is indispensable for achieving better outcomes in mental health policies, services and programs. This article reviews the importance of developing system level information with reference to inputs, processes and outputs, analyzes available tools for collecting and summarizing information, highlights the various goals of information gathering, discusses implementation issues and charts the way forward. Relevant publications and research were consulted, including WHO studies that purport to promote the use of information systems to upgrade mental health care in high- and low-middle income countries. Studies have shown that once information has been collected by relevant systems and analyzed through indicator schemes, it can be put to many uses. Monitoring mental health services, represents a first step in using information. In addition, studies have noted that information is a prime resource in many other areas such as evaluation of quality of care against evidence based standards of care. Services data may support health services research where it is possible to link mental health data with other health and non-health databases. Information systems are required to carefully monitor involuntary admissions, restrain and seclusion, to reduce human rights violations in care facilities. Information has been also found useful for policy makers, to monitor the implementation of policies, to evaluate their impact, to rationally allocate funding and to create new financing models. Despite its manifold applications, Information systems currently face many problems such as incomplete recording, poor data quality, lack of timely reporting and feedback, and limited

  5. Service quality and asymmetric information in the regulation of monopolies: The Chilean electricity distribution industry

    NASA Astrophysics Data System (ADS)

    Melo, Oscar Alfredo

    This study is an enquiry about the role that service quality, asymmetric information, scope of regulation and regulator's preferences play in the regulation of monopolies, with an application to the case of the Chilean electricity distribution industry. In Chapter 1, I present the problem of regulating a monopolist and introduce the special conditions that the electricity sector has. Later I discuss the main characteristics of the electricity system that operates in Chile. The literature on regulation is reviewed in Chapter 2. A special emphasis is given to the problems of quality and information, and the lack of its proper joint treatment. In Chapter 3, I develop four theoretical models of regulation that explicitly consider the regulation of price and quality versus price-only regulation, and a symmetric versus asymmetric information structure where only the regulator knows its true costs. In these models, I also consider the effect of a regulator that may have a preference between consumers and the regulated monopolistic firms. I conclude that with symmetric information and independent of the scope of regulation, having a regulator that prefers consumers or producers does not affect the efficiency of the outcome. I also show that the regulator's inability to set quality, thus regulating only price, leads to an inefficient outcome, away from the first best solution that can be achieved by regulating both price and quality, even with asymmetric information, as long as the regulator does not have a "biased" preference for consumers or the monopolistic producers. If the regulator has a "bias," then the equilibrium will be inefficient with asymmetric information. But the effect on equilibrium price and quality depends on the direction of the effect of quality on the marginal effect of price in demand. More importantly, no closed-form solution can be derived unless drastic simplifications are made. To further investigate the outcome of the models, I use numerical

  6. Use of quality information in decision-making about health and social care services--a systematic review.

    PubMed

    Turnpenny, Agnes; Beadle-Brown, Julie

    2015-07-01

    User choice and personalisation have been at the centre of health and social care policies in many countries. Exercising choice can be especially challenging for people with long-term conditions (LTC) or disabilities. Information about the quality, cost and availability of services is central to user choice. This study used systematic review methods to synthesise evidence in three main areas: (i) how people with LTC or disabilities and their family carers find and access information about the quality of services; (ii) how quality information is used in decision-making; and (iii) what type of quality information is most useful. Quality information was defined broadly and could include formal quality reports (e.g. inspection reports, report cards, etc.), information about the characteristics of a service or provider (e.g. number and qualifications of staff, facilities, etc.) and informal reports about quality (e.g. personal experience, etc.). Literature searches were carried out using electronic databases in January 2012. Thirteen papers reporting findings from empirical studies published between 2001 and 2012 were included in the review. The majority of papers (n = 9) had a qualitative design. The analysis highlighted the use of multiple sources of information in decision-making about services and in particular the importance of informal sources and extended social networks in accessing information. There is limited awareness and use of 'official' and online information sources. Service users or family carers place greater emphasis on general information and structural indicators. Clinical or quality-of-life outcomes are often difficult to interpret and apply. Trust emerged a key issue in relation to quality information. Experiential and subjective information is highly valued and trusted. Various barriers to the effective use of quality information in making choices about services are identified. Implications for policy and future research are discussed.

  7. Quality Management and Information Brokerage.

    ERIC Educational Resources Information Center

    van Halm, Johan

    1995-01-01

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

  8. Quality Management and Information Brokerage.

    ERIC Educational Resources Information Center

    van Halm, Johan

    1995-01-01

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

  9. Quality of service provision assessment in the healthcare information and telecommunications infrastructures.

    PubMed

    Babulak, Eduard

    2006-01-01

    The continuous increase in the complexity and the heterogeneity of corporate and healthcare telecommunications infrastructures will require new assessment methods of quality of service (QoS) provision that are capable of addressing all engineering and social issues with much faster speeds. Speed and accessibility to any information at any time from anywhere will create global communications infrastructures with great performance bottlenecks that may put in danger human lives, power supplies, national economy and security. Regardless of the technology supporting the information flows, the final verdict on the QoS is made by the end user. The users' perception of telecommunications' network infrastructure QoS provision is critical to the successful business management operation of any organization. As a result, it is essential to assess the QoS Provision in the light of user's perception. This article presents a cost effective methodology to assess the user's perception of quality of service provision utilizing the existing Staffordshire University Network (SUN) by adding a component of measurement to the existing model presented by Walker. This paper presents the real examples of CISCO Networking Solutions for Health Care givers and offers a cost effective approach to assess the QoS provision within the campus network, which could be easily adapted to any health care organization or campus network in the world.

  10. A CIS (Clinical Information System) Quality Evaluation Tool for Nursing Care Services

    ERIC Educational Resources Information Center

    Lee, Seon Ah

    2010-01-01

    The purpose of this study was to develop a tool to evaluate the quality of a clinical information system (CIS) conceived by nurses and conduct a pilot test with the developed tool as an initial assessment. CIS quality is required for successful implementation in information technology (IT) environments. The study started with the realization that…

  11. A CIS (Clinical Information System) Quality Evaluation Tool for Nursing Care Services

    ERIC Educational Resources Information Center

    Lee, Seon Ah

    2010-01-01

    The purpose of this study was to develop a tool to evaluate the quality of a clinical information system (CIS) conceived by nurses and conduct a pilot test with the developed tool as an initial assessment. CIS quality is required for successful implementation in information technology (IT) environments. The study started with the realization that…

  12. Reinventing Information Services.

    ERIC Educational Resources Information Center

    Farkas-Conn, Irene; And Others

    1996-01-01

    This special section includes seven articles that discuss reinventing information services. Highlights include linking information services to business strategies; meeting client initiatives; information services at the Ottawa laboratory of Bell-Northern Research (BNR); product service strategies; information management and transition economies;…

  13. Academic Service Quality and Instructional Quality.

    ERIC Educational Resources Information Center

    Greiner, Keith; Westbrook, Thomas S.

    2002-01-01

    Examined the relationship between academic service quality and instructional quality in higher education. Found a high correlation between academic service and instructional quality, with academic service overlapping instructional quality in three dimensions: enthusiasm, organization, and rapport. (EV)

  14. Academic Service Quality and Instructional Quality.

    ERIC Educational Resources Information Center

    Greiner, Keith; Westbrook, Thomas S.

    2002-01-01

    Examined the relationship between academic service quality and instructional quality in higher education. Found a high correlation between academic service and instructional quality, with academic service overlapping instructional quality in three dimensions: enthusiasm, organization, and rapport. (EV)

  15. Using ecosystem services to inform decisions on U.S. air quality standards.

    PubMed

    Rea, Anne W; Davis, Christine; Evans, David A; Heninger, Brian T; Van Houtven, George

    2012-06-19

    The ecosystem services (ES) framework provides a link between changes in a natural system's structure and function and public welfare. This systematic integration of ecology and economics allows for more consistency and transparency in environmental decision making by enabling valuation of nature's goods and services in a manner that is understood by the public. This policy analysis (1) assesses the utility of the ES conceptual framework in the context of setting a secondary National Ambient Air Quality Standard (NAAQS), (2) describes how economic valuation was used to summarize changes in ES affected by NOx and SOx in the review, and (3) uses the secondary NOxSOx NAAQS review as a case study to highlight the advantages and challenges of quantifying air pollutant effects on ES in a decision making context. Using an ES framework can benefit the decision making process by accounting for environmental, ecological, and social elements in a holistic manner. As formal quantitative linkages are developed between ecosystem structure and function and ES, this framework will increasingly allow for a clearer, more transparent link between changes in air quality and public welfare.

  16. The impact of formalization, role conflict, role ambiguity, and communication quality on perceived organizational innovativeness in the Cancer Information Service.

    PubMed

    Johnson, J D; La France, B H; Meyer, M; Speyer, J B; Cox, D

    1998-03-01

    Organizational members' levels of perceived innovativeness represent an insider's viewpoint of the organization's overall approach to innovation. This study tested a model of the impact of formalization, role ambiguity, role conflict, and communication quality on perceived organizational innovativeness in the Cancer Information Service. Data were gathered from self-report questionnaires completed by organizational members (n = 86) within the Cancer Information Service, a geographically dispersed federal government health information program that was implementing innovative intervention strategies related to disseminating health information to the public. Results indicated that although the predicted model provided a good overall fit to the data, there were some problematic paths. A revised model is offered to reconceptualize the relationships among role conflict, role ambiguity, and communication quality. These results are discussed in terms of their implications for managers and scholars who hope to understand the factors that contribute to perceptions of innovativeness in the new organizational forms emerging in the health service arena. These data suggest that formalization makes an important contribution to innovation in the highly uncertain world of new organizational forms.

  17. Using geographical information systems and cartograms as a health service quality improvement tool.

    PubMed

    Lovett, Derryn A; Poots, Alan J; Clements, Jake T C; Green, Stuart A; Samarasundera, Edgar; Bell, Derek

    2014-07-01

    Disease prevalence can be spatially analysed to provide support for service implementation and health care planning, these analyses often display geographic variation. A key challenge is to communicate these results to decision makers, with variable levels of Geographic Information Systems (GIS) knowledge, in a way that represents the data and allows for comprehension. The present research describes the combination of established GIS methods and software tools to produce a novel technique of visualising disease admissions and to help prevent misinterpretation of data and less optimal decision making. The aim of this paper is to provide a tool that supports the ability of decision makers and service teams within health care settings to develop services more efficiently and better cater to the population; this tool has the advantage of information on the position of populations, the size of populations and the severity of disease. A standard choropleth of the study region, London, is used to visualise total emergency admission values for Chronic Obstructive Pulmonary Disease and bronchiectasis using ESRI's ArcGIS software. Population estimates of the Lower Super Output Areas (LSOAs) are then used with the ScapeToad cartogram software tool, with the aim of visualising geography at uniform population density. An interpolation surface, in this case ArcGIS' spline tool, allows the creation of a smooth surface over the LSOA centroids for admission values on both standard and cartogram geographies. The final product of this research is the novel Cartogram Interpolation Surface (CartIS). The method provides a series of outputs culminating in the CartIS, applying an interpolation surface to a uniform population density. The cartogram effectively equalises the population density to remove visual bias from areas with a smaller population, while maintaining contiguous borders. CartIS decreases the number of extreme positive values not present in the underlying data as can be

  18. E-Service Quality Management

    ERIC Educational Resources Information Center

    Batagan, Lorena; Pocovnicu, Adrian; Capisizu, Sergiu

    2009-01-01

    A characteristic of today's society is the increasing use of modern information and communication technologies in all areas. Computer applications, called e-services, are being developed to provide efficient access to services, electronically. Quality management systems are needed to provide a consistent way to select, evaluate, prioritize and…

  19. Helping You Identify Quality Laboratory Services

    MedlinePlus

    Helping You Identify Quality Laboratory Services Selecting quality health care services for yourself, a relative or friend requires special thought and attention. The Joint Commission has prepared this information ...

  20. Information services that make patients co-producers of quality health care.

    PubMed

    Bopp, K D

    2000-01-01

    A new era of consumerism is emerging. Increasingly educated consumers are demanding convenience, choice, and self-efficacy or self-mastery. These educated consumers are causing businesses in a variety of service industries, including health care, to change their business design in response to changing consumer preferences. Increased consumer pressures to change health care business designs are evidenced by a flood of state and federal legislation and managed care organizations broadening their networks and product offerings to respond to consumer complaints about lack of choice. These pressures are also evidenced by educated patients, armed with information they have gathered via the Internet and other sources going to their physician and saying, "Together let's figure out how I can do this myself." In addressing the entire scope of illness cost drivers that are causing health care expenditures to spiral upward in this country, providers need not overlook the role that the effective relay of information plays in moving the patient from their traditional roles as resource and customer to more effective roles as co-producer and partner in the transformation process. Health care organizations and professionals must experience a paradigm shift in both their approach to providing health care and in their understanding of the new role of the patient as co-producer.

  1. Public release of information on quality of care: how are health services and the public expected to respond?

    PubMed

    Marshall, M; Davies, H

    2001-07-01

    Public disclosure of the comparative performance of health care providers has been proposed as one mechanism of improving the quality of care. Performance data have been made public in the USA for over a decade and the provision of comparative information about quality of care is a central feature of current UK government health policy. The balance between the advantages and risks of pursuing such a policy in publicly funded health service is largely unknown. Advocates of public disclosure cite the role that comparative data can play in ensuring accountability, shifting the ownership of information (and therefore power) from professionals to service users and encouraging improvements in the processes and outcomes of care. However, these expectations are not necessarily realistic. There is some evidence that the public make little use of comparative data and there is a risk that public release may result in a loss of confidence in the health system and demoralisation of health service staff. In addition, there is a legitimate doubt that any early impact of disclosure will not be sustained and that the outcomes will not justify the necessary expenditure. In conclusion, we suggest that the theoretical benefits of promoting public disclosure as voiced by advocates of the policy may not be realised in practice.

  2. Cloud-Based Service Information System for Evaluating Quality of Life after Breast Cancer Surgery

    PubMed Central

    Kao, Hao-Yun; Wu, Wen-Hsiung; Liang, Tyng-Yeu; Lee, King-The; Hou, Ming-Feng; Shi, Hon-Yi

    2015-01-01

    usability testing, the five constructs were rated on a Likert scale from 1–7 as follows: system usefulness (5.6±1.8), ease of use (5.6±1.5), information quality (5.4±1.4), interface quality (5.5±1.4), and overall satisfaction (5.5±1.6). Conclusions The current trend in clinical medicine is applying therapies and interventions that improve QOL. Therefore, a potentially vast amount of internet-based QOL data is available for use in defining patient populations that may benefit from therapeutic intervention. Additionally, before undergoing breast conserving surgery, patients should be advised that their postoperative QOL depends not only on the success of the surgery, but also on their preoperative functional status. PMID:26422018

  3. Information services and information processing

    NASA Technical Reports Server (NTRS)

    1975-01-01

    Attempts made to design and extend space system capabilities are reported. Special attention was given to establishing user needs for information or services which might be provided by space systems. Data given do not attempt to detail scientific, technical, or economic bases for the needs expressed by the users.

  4. QSS: Quality Student Services.

    ERIC Educational Resources Information Center

    Grace, Richard E.; Templin, Thomas J.

    1994-01-01

    Examines a university's year-long project within student services designed to improve services for its customers, primarily the student body. Discusses Strategic Quality Measurements (SQM) and outlines the current program's inception. Offers advice to university administrators who may wish to initiate their own SQM program. (RJM)

  5. Informed push distribution of contraceptives in Senegal reduces stockouts and improves quality of family planning services.

    PubMed

    Daff, Bocar Mamadou; Seck, Cheikh; Belkhayat, Hassan; Sutton, Perri

    2014-05-01

    Contraceptive use in Senegal is among the lowest in the world and has barely increased over the past 5 years, from 10% of married women in 2005 to 12% in 2011. Contraceptive stockouts in public facilities, where 85% of women access family planning services, are common. In 2011, we conducted a supply chain study of 33 public-sector facilities in Pikine and Guediawaye districts of the Dakar region to understand the magnitude and root causes of stockouts. The study included stock audits, surveys with 156 consumers, and interviews with facility staff, managers, and other stakeholders. At the facility level, stockouts of injectables and implants occurred, on average, 43% and 83% of the year, respectively. At least 60% of stockouts occurred despite stock availability at the national level. Data from interviews revealed that the current "pull-based" distribution system was complex and inefficient. In order to reduce stockout rates to the commercial-sector standard of 2% or less, the Government of Senegal and the Senegal Urban Reproductive Health Initiative developed the informed push distribution model (IPM) and pilot-tested it in Pikine district between February 2012 and July 2012. IPM brings the source of supply (a delivery truck loaded with supplies) closer to the source of demand (clients in health facilities) and streamlines the steps in between. With a professional logistician managing stock and deliveries, the health facilities no longer need to place and pick up orders. Stockouts of contraceptive pills, injectables, implants, and intrauterine devices (IUDs) were completely eliminated at the 14 public health facilities in Pikine over the 6-month pilot phase. The government expanded IPM to all 140 public facilities in the Dakar region, and 6 months later stockout rates throughout the region dropped to less than 2%. National coverage of the IPM is expected by July 2015.

  6. Informed push distribution of contraceptives in Senegal reduces stockouts and improves quality of family planning services

    PubMed Central

    Daff, Bocar Mamadou; Seck, Cheikh; Belkhayat, Hassan; Sutton, Perri

    2014-01-01

    Contraceptive use in Senegal is among the lowest in the world and has barely increased over the past 5 years, from 10% of married women in 2005 to 12% in 2011. Contraceptive stockouts in public facilities, where 85% of women access family planning services, are common. In 2011, we conducted a supply chain study of 33 public-sector facilities in Pikine and Guediawaye districts of the Dakar region to understand the magnitude and root causes of stockouts. The study included stock audits, surveys with 156 consumers, and interviews with facility staff, managers, and other stakeholders. At the facility level, stockouts of injectables and implants occurred, on average, 43% and 83% of the year, respectively. At least 60% of stockouts occurred despite stock availability at the national level. Data from interviews revealed that the current “pull-based” distribution system was complex and inefficient. In order to reduce stockout rates to the commercial-sector standard of 2% or less, the Government of Senegal and the Senegal Urban Reproductive Health Initiative developed the informed push distribution model (IPM) and pilot-tested it in Pikine district between February 2012 and July 2012. IPM brings the source of supply (a delivery truck loaded with supplies) closer to the source of demand (clients in health facilities) and streamlines the steps in between. With a professional logistician managing stock and deliveries, the health facilities no longer need to place and pick up orders. Stockouts of contraceptive pills, injectables, implants, and intrauterine devices (IUDs) were completely eliminated at the 14 public health facilities in Pikine over the 6-month pilot phase. The government expanded IPM to all 140 public facilities in the Dakar region, and 6 months later stockout rates throughout the region dropped to less than 2%. National coverage of the IPM is expected by July 2015. PMID:25276582

  7. Using Ecosystem Services to Inform Decisions on U.S. Air Quality Standards

    EPA Science Inventory

    The ecosystem services (ES) framework provides a link between changes in a natural system’s structure and function and public welfare. This systematic integration of ecology and economics allows for more consistency and transparency in environmental decision making by enab...

  8. Using Ecosystem Services to Inform Decisions on U.S. Air Quality Standards

    EPA Science Inventory

    The ecosystem services (ES) framework provides a link between changes in a natural system’s structure and function and public welfare. This systematic integration of ecology and economics allows for more consistency and transparency in environmental decision making by enab...

  9. Data Quality Screening Service

    NASA Technical Reports Server (NTRS)

    Strub, Richard; Lynnes, Christopher; Hearty, Thomas; Won, Young-In; Fox, Peter; Zednik, Stephan

    2013-01-01

    A report describes the Data Quality Screening Service (DQSS), which is designed to help automate the filtering of remote sensing data on behalf of science users. Whereas this process often involves much research through quality documents followed by laborious coding, the DQSS is a Web Service that provides data users with data pre-filtered to their particular criteria, while at the same time guiding the user with filtering recommendations of the cognizant data experts. The DQSS design is based on a formal semantic Web ontology that describes data fields and the quality fields for applying quality control within a data product. The accompanying code base handles several remote sensing datasets and quality control schemes for data products stored in Hierarchical Data Format (HDF), a common format for NASA remote sensing data. Together, the ontology and code support a variety of quality control schemes through the implementation of the Boolean expression with simple, reusable conditional expressions as operands. Additional datasets are added to the DQSS simply by registering instances in the ontology if they follow a quality scheme that is already modeled in the ontology. New quality schemes are added by extending the ontology and adding code for each new scheme.

  10. National Water Quality Laboratory, 1995 services catalog

    USGS Publications Warehouse

    Timme, P.J.

    1995-01-01

    This Services Catalog contains information about field supplies and analytical services available from the National Water Quality Laboratory in Denver, Colo., and field supplies available from the Quality Water Service Unit in Ocala, Fla., to members of the U.S. Geological Survey. To assist personnel in the selection of analytical services, this catalog lists sample volume, required containers, applicable concentration range, detection level, precision of analysis, and preservation requirements for samples.

  11. The Impact of Information Behavior in Academic Library Service Quality: A Case Study of the Science and Technology Area in Spain

    ERIC Educational Resources Information Center

    Pinto, Maria; Fernandez-Marcial, Viviana; Gomez-Camarero, Carmen

    2010-01-01

    This research explores the extent of service quality in Spanish university science and technology libraries, based on the expectations and perceptions of their users: faculty and researchers. Users' information behavior is analyzed with the specially designed BiQual tool, which reveals specific needs such as the greater importance of electronic…

  12. The Impact of Information Behavior in Academic Library Service Quality: A Case Study of the Science and Technology Area in Spain

    ERIC Educational Resources Information Center

    Pinto, Maria; Fernandez-Marcial, Viviana; Gomez-Camarero, Carmen

    2010-01-01

    This research explores the extent of service quality in Spanish university science and technology libraries, based on the expectations and perceptions of their users: faculty and researchers. Users' information behavior is analyzed with the specially designed BiQual tool, which reveals specific needs such as the greater importance of electronic…

  13. A framework for evaluating e-health: Systematic review of studies assessing the quality of health information and services for patients on the Internet

    PubMed Central

    Eysenbach, Gunther

    2000-01-01

    Context A recent concern and topic of many publications in the last three years has been the quality of health information and services for the public on the Internet. Objectives To identify and summarize studies published in the peer-reviewed literature evaluating the quality of information and services for consumers on the Internet, including information published on web sites, information on newsgroups and mailing lists and other venues such as email contacts with doctors, as well as studies evaluating the quality of ehealth services such as cyberdoctors and cyberpharmacies. Data Sources MEDLINE and PREMEDLINE (1966 - May 2000), Science Citation Index (1992-May 2000), Social Sciences Citation Index (1992- May 2000), Arts and Humanities Citation Index (1992-May 2000) and a personal bibliographic database. Study Selection We included empirical studies where investigators searched the Internet systematically for specific health information or clearly define a set of specific services to be included, evaluated the quality of information or services found, and reported quantitative data. Data Extraction Study characteristics, medical domain, search strategies used, quality criteria and methodology of quality assessment, results (number of sites rated as sufficient pertaining to a quality), quality and rigor of study methodology and reporting. Data Synthesis A total of 41 studies met the inclusion criteria, dealing either with content of websites, information on e-commerce sites, quality of online-care or community venues. A) Content: 29 evaluated information on websites, of those 5 evaluated information on websites from the field of pediatrics, 3 from oncology, 3 pharmacology information, 2 nutrition information, 4 general clinical information and 12 specific information from other clinical disciplines. Studies varied widely in methodology, quality and results. Among the 29 studies dealing with quality of health information on websites, one study evaluated the

  14. Designing Quality Service: The Service Excellence Model.

    ERIC Educational Resources Information Center

    Ellicott, Michael A.; Conard, Rodney J.

    1997-01-01

    Recent experiences of manufacturing and commercial service industries provide insights to college facilities managers for combining downsizing with quality improvement. The Service Excellence Model emphasizes creation of shared responsibility, focus on core service processes, empowerment of cross-functional process-improvement teams, performance…

  15. Designing Quality Service: The Service Excellence Model.

    ERIC Educational Resources Information Center

    Ellicott, Michael A.; Conard, Rodney J.

    1997-01-01

    Recent experiences of manufacturing and commercial service industries provide insights to college facilities managers for combining downsizing with quality improvement. The Service Excellence Model emphasizes creation of shared responsibility, focus on core service processes, empowerment of cross-functional process-improvement teams, performance…

  16. Information Technology and the Baldrige Quality Award: The Role and Impact of Information, Systems, and Service Quality at a Community College

    ERIC Educational Resources Information Center

    Noble Burak, Deborah

    2010-01-01

    Educational institutions, especially community colleges, are facing challenges to provide accessible, affordable, and quality learning opportunities to a growing number of both traditional and nontraditional students. Enterprise resource planning (ERP) systems facilitate institutional operations and provide an integrated platform for information…

  17. Information Technology and the Baldrige Quality Award: The Role and Impact of Information, Systems, and Service Quality at a Community College

    ERIC Educational Resources Information Center

    Noble Burak, Deborah

    2010-01-01

    Educational institutions, especially community colleges, are facing challenges to provide accessible, affordable, and quality learning opportunities to a growing number of both traditional and nontraditional students. Enterprise resource planning (ERP) systems facilitate institutional operations and provide an integrated platform for information…

  18. Information Services Directory

    SciTech Connect

    1991-03-01

    Congress passed the Nuclear Waste Policy Act of 1982 (NWPA) and its amendments establishing the national policy for safely storing, transporting and disposing of spent nuclear fuel and high-level radioactive waste in a geologic repository. This legislation created the Office of Civilian Radioactive Waste Management (OCRWM) within the US Department of Energy (DOE) to develop an integrated system for the safe and efficient disposal of high-level radioactive waste. The NWPA, as amended, directs DOE to study in detail the Yucca Mountain site in Nevada as the only candidate site for the Nation`s geologic repository. This Information Services Directory is intended to facilitate dissemination of information. The Directory is produced by the Education and Information Division of OCRWM`s Office of External Relations and will be updated periodically. This is the third such update since its issuance in August 1986. It is a reference document that lists the sources of program information available to states, Indian tribes, and the public.

  19. Information services directory

    SciTech Connect

    1991-01-01

    Congress passed the Nuclear Waste Policy Act of 1982 (NWPA) and its amendments establishing the National policy for safely storing, transporting and disposing of spent nuclear fuel and high-level radioactive waste in a geologic repository. This legislation created the Office of Civilian Radioactive Waste Management (OCRWM) within the US Department of Energy (DOE) to develop an integrated system for the safe and efficient disposal of high-level radioactive waste. The NWPA, as amended, directs DOE to study in detail the Yucca Mountain site in Nevada as the only candidate site for the Nation`s geologic repository. In Nevada, the DOE/OCRWM Yucca Mountain Site Characterization Project Office (YMPO) manages scientific investigations to determine the suitability of Yucca Mountain for effectively isolating radioactive waste from the public and the environment. This Information Services Directory is intended to facilitate dissemination of information. The Directory is produced by the Education and Information Division of OCRWM`s Office of External Relations and will be updated periodically. This is the third such update since its issuance in August 1986. It is a reference document that lists the sources of program information available to States, Indian Tribes and the public.

  20. Quality improvement in physiotherapy services.

    PubMed

    Boak, George; Sephton, Ruth; Hough, Elaine; Ten Hove, Ruth

    2017-06-12

    Purpose The purpose of this paper is to evaluate a process change in physiotherapy services and to explore factors that may have influenced the outcomes. Design/methodology/approach This is a multiple case study and information was gathered from eight physiotherapy teams over 24 months. Findings The process change was successfully implemented in six teams. It had a clear, positive effect on service quality provided to patients in three teams. Whilst quality also improved in three other teams, other issues make changes difficult to assess. Factors that enabled process change to be effective are suggested. Research limitations/implications The findings are based on results achieved by only eight English teams. Practical implications This process change may be appropriate for other teams providing therapy services if attention is paid to potential enabling factors, and a learning approach is adopted to designing and introducing the change. Originality/value To the best of the authors' knowledge, no other longitudinal process change study in therapy services has been published.

  1. Service quality in health care.

    PubMed

    Kenagy, J W; Berwick, D M; Shore, M F

    1999-02-17

    Although US health care is described as "the world's largest service industry," the quality of service--that is, the characteristics that shape the experience of care beyond technical competence--is rarely discussed in the medical literature. This article illustrates service quality principles by analyzing a routine encounter in health care from a service quality point of view. This illustration and a review of related literature from both inside and outside health care has led to the following 2 premises: First, if high-quality service had a greater presence in our practices and institutions, it would improve clinical outcomes and patient and physician satisfaction while reducing cost, and it would create competitive advantage for those who are expert in its application. Second, many other industries in the service sector have taken service quality to a high level, their techniques are readily transferable to health care, and physicians caring for patients can learn from them.

  2. Experiences with information locator services

    USGS Publications Warehouse

    Christian, E.

    1999-01-01

    Over the last few years, governments and other organizations have been using new technologies to create networked Information Locator Services that help people find information resources. These services not only enhance access to information, but also are designed to support fundamental information policy principles. This article relates experiences in developing and promoting services interoperable with the Global Information Locator Service standard that has now been adopted and promoted in many forums worldwide. The article describes sample implementations and touches on the strategic choices made in public policy, standards, and technology. Ten recommendations are offered for successful implementation of an Information Locator Service. Published by Elsevier Science Ltd. All rights reserved.

  3. Evaluating Service Quality in Universities: A Service Department Perspective

    ERIC Educational Resources Information Center

    Smith, Gareth; Smith, Alison; Clarke, Alison

    2007-01-01

    Purpose: The purpose of the study is to report on an in-depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used. Design/methodology/approach: The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and…

  4. Evaluating Service Quality in Universities: A Service Department Perspective

    ERIC Educational Resources Information Center

    Smith, Gareth; Smith, Alison; Clarke, Alison

    2007-01-01

    Purpose: The purpose of the study is to report on an in-depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used. Design/methodology/approach: The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and…

  5. Quality Management of Reference Geo-Information

    NASA Astrophysics Data System (ADS)

    Jakobsson, A.; Hopfstock, A.; Beare, M.; Patrucco, R.

    2013-05-01

    This paper will introduce how quality of geo-information can be managed when the production environment is no longer inside one organization (e.g. collection of data is contracted out) or data is compiled from various sources like in case of Spatial Data Infrastructures (SDIs). The bases for quality management of reference geo-information are discussed using three viewpoints; data, process and organization and user centric viewpoints. These viewpoints can be met using ISO 19157 and ISO 19158 standards together with ESDIN developed Quality Model and Data Quality Services Framework (DQSF). Two different services are identified a Data Quality Web Service and a Data User Web Service. We discuss how these principles and services are implemented now within EuroGeographics and Ordnance Survey of Great Britain. Further development will be done during the European Location Framework (ELF) project, which is providing a single source of reference geo-information for Europe during 2013-2016.

  6. Factors Affecting Medical Service Quality

    PubMed Central

    MOSADEGHRAD, Ali Mohammad

    2014-01-01

    Abstract Background A better understanding of factors influencing quality of medical service can pinpoint better strategies for quality assurance in medical services. This study aimed to identify factors affecting the quality of medical services provided by Iranian physicians. Methods Exploratory in-depth individual interviews were conducted with sixty-four physicians working in various medical institutions in Iran. Results Individual, organizational and environmental factors enhance or inhibit the quality of medical services. Quality of medical services depends on the personal factors of the physician and patient, and factors pertaining to the healthcare setting and the broader environment. Conclusion Differences in internal and external factors such as availability of resources, patient cooperation and collaboration among providers affect the quality of medical services and patient outcomes. Supportive leadership, proper planning, education and training and effective management of resources and processes improve the quality of medical services. This article contributes to healthcare theory and practice by developing a conceptual framework for understanding factors that influence medical services quality. PMID:26060745

  7. Designing-and Redesigning-Information Services for Maximum Impact.

    ERIC Educational Resources Information Center

    Jones, Rebecca; Dysart, Jane

    2002-01-01

    Discusses innovative information services, including new services and the redesign of existing services. Describes the development process, including assessing the market and developing a marketing plan; and explains the implementation process, including monitoring client satisfaction and quality control. (LRW)

  8. Designing-and Redesigning-Information Services for Maximum Impact.

    ERIC Educational Resources Information Center

    Jones, Rebecca; Dysart, Jane

    2002-01-01

    Discusses innovative information services, including new services and the redesign of existing services. Describes the development process, including assessing the market and developing a marketing plan; and explains the implementation process, including monitoring client satisfaction and quality control. (LRW)

  9. Databases as an information service

    NASA Technical Reports Server (NTRS)

    Vincent, D. A.

    1983-01-01

    The relationship of databases to information services, and the range of information services users and their needs for information is explored and discussed. It is argued that for database information to be valuable to a broad range of users, it is essential that access methods be provided that are relatively unstructured and natural to information services users who are interested in the information contained in databases, but who are not willing to learn and use traditional structured query languages. Unless this ease of use of databases is considered in the design and application process, the potential benefits from using database systems may not be realized.

  10. Databases as an information service

    NASA Technical Reports Server (NTRS)

    Vincent, D. A.

    1983-01-01

    The relationship of databases to information services, and the range of information services users and their needs for information is explored and discussed. It is argued that for database information to be valuable to a broad range of users, it is essential that access methods be provided that are relatively unstructured and natural to information services users who are interested in the information contained in databases, but who are not willing to learn and use traditional structured query languages. Unless this ease of use of databases is considered in the design and application process, the potential benefits from using database systems may not be realized.

  11. Computerized Drug Information Services

    ERIC Educational Resources Information Center

    And Others; Smith, Daniel R.

    1972-01-01

    To compare computerized services in chemistry, pharmacology, toxicology, and clinical medicine of pharmaceutical interest, equivalent profiles were run on magnetic tape files of CA-Condensates," CBAC," Excerpta Medica," MEDLARS" and Ringdoc." The results are tabulated for overlap of services, relative speed of citing references, and unique…

  12. Computerized Drug Information Services

    ERIC Educational Resources Information Center

    And Others; Smith, Daniel R.

    1972-01-01

    To compare computerized services in chemistry, pharmacology, toxicology, and clinical medicine of pharmaceutical interest, equivalent profiles were run on magnetic tape files of CA-Condensates," CBAC," Excerpta Medica," MEDLARS" and Ringdoc." The results are tabulated for overlap of services, relative speed of citing references, and unique…

  13. Information Services. Miscellaneous Papers.

    ERIC Educational Resources Information Center

    International Federation of Library Associations, The Hague (Netherlands).

    Papers on audiovisual information resources, the history of technical libraries, online legal information, and information technology for schoolchildren, which were presented at the 1983 International Federation of Library Associations (IFLA) conference, include: (1) "Continuing Issues in the Provision of Audiovisual Information Resources -…

  14. Factors affecting dental service quality.

    PubMed

    Bahadori, Mohammadkarim; Raadabadi, Mehdi; Ravangard, Ramin; Baldacchino, Donia

    2015-01-01

    Measuring dental clinic service quality is the first and most important factor in improving care. The quality provided plays an important role in patient satisfaction. The purpose of this paper is to identify factors affecting dental service quality from the patients' viewpoint. This cross-sectional, descriptive-analytical study was conducted in a dental clinic in Tehran between January and June 2014. A sample of 385 patients was selected from two work shifts using stratified sampling proportional to size and simple random sampling methods. The data were collected, a self-administered questionnaire designed for the purpose of the study, based on the Parasuraman and Zeithaml's model of service quality which consisted of two parts: the patients' demographic characteristics and a 30-item questionnaire to measure the five dimensions of the service quality. The collected data were analysed using SPSS 21.0 and Amos 18.0 through some descriptive statistics such as mean, standard deviation, as well as analytical methods, including confirmatory factor. Results showed that the correlation coefficients for all dimensions were higher than 0.5. In this model, assurance (regression weight=0.99) and tangibility (regression weight=0.86) had, respectively, the highest and lowest effects on dental service quality. The Parasuraman and Zeithaml's model is suitable to measure quality in dental services. The variables related to dental services quality have been made according to the model. This is a pioneering study that uses Parasuraman and Zeithaml's model and CFA in a dental setting. This study provides useful insights and guidance for dental service quality assurance.

  15. Market Segmentation for Information Services.

    ERIC Educational Resources Information Center

    Halperin, Michael

    1981-01-01

    Discusses the advantages and limitations of market segmentation as strategy for the marketing of information services made available by nonprofit organizations, particularly libraries. Market segmentation is defined, a market grid for libraries is described, and the segmentation of information services is outlined. A 16-item reference list is…

  16. Market Segmentation for Information Services.

    ERIC Educational Resources Information Center

    Halperin, Michael

    1981-01-01

    Discusses the advantages and limitations of market segmentation as strategy for the marketing of information services made available by nonprofit organizations, particularly libraries. Market segmentation is defined, a market grid for libraries is described, and the segmentation of information services is outlined. A 16-item reference list is…

  17. Service Quality and Customer Satisfaction: An Assessment and Future Directions.

    ERIC Educational Resources Information Center

    Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen

    1999-01-01

    Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…

  18. Heroin. Specialized Information Service.

    ERIC Educational Resources Information Center

    Do It Now Foundation, Phoenix, AZ.

    The document presents a collection of articles about heroin. Article 1 provides general information on heroin identification, drug dependence, effects of abuse, cost, source of supply, and penalties for illegal heroin use. Article 2 gives statistical information on heroin-related deaths in the District of Columbia between 1971 and 1982. Article 3…

  19. Heroin. Specialized Information Service.

    ERIC Educational Resources Information Center

    Do It Now Foundation, Phoenix, AZ.

    The document presents a collection of articles about heroin. Article 1 provides general information on heroin identification, drug dependence, effects of abuse, cost, source of supply, and penalties for illegal heroin use. Article 2 gives statistical information on heroin-related deaths in the District of Columbia between 1971 and 1982. Article 3…

  20. Providing Information Services in Videotex.

    ERIC Educational Resources Information Center

    Harris, Gary L.

    1986-01-01

    The provision of information through videotex in West Germany is described. Information programs and services of the Gesellschaft fur Information und Dokumentation (GID) and its cooperative partners are reviewed to illustrate program contents, a marketing strategy, and the application of gateway technology with mainframe and personal computers.…

  1. New Developments in Information Services.

    ERIC Educational Resources Information Center

    McAllister, Lois, Ed.

    The purpose of this conference was to: (1) improve reference and research library resources and services within its area by identifying, sharing and developing such resources and services and (2) further inter-library cooperation, communication and transportation of materials within the area of the Council. Aware that many information needs exist…

  2. Design of Bee Products Quality Monitoringinformation Service Platform

    NASA Astrophysics Data System (ADS)

    Zhu, Yeping; Zhao, Jing; Liu, Shengping; E, Yue

    The bee products quality monitoring and tracing information service platform was researched and developed. This paper describes the design concept and critical technologies for the construction of the bee products quality monitoring and tracing information service platform. The system has functions of remote information collection, production-purchase-processing automatic coding, bar code generation and identification, product quality tracking and tracing, information release, origin evaluation, market prediction, and analysis based on Geographic Information System (GIS), providing information technology(IT) tools for bee products quality safety control and quality tracing in China.

  3. Factors influencing healthcare service quality

    PubMed Central

    Mosadeghrad, Ali Mohammad

    2014-01-01

    Background: The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods: Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations. Results: Quality in healthcare is a production of cooperation between the patient and the healthcare provider in a supportive environment. Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality. Healthcare quality can be improved by supportive visionary leadership, proper planning, education and training, availability of resources, effective management of resources, employees and processes, and collaboration and cooperation among providers. Conclusion: This article contributes to healthcare theory and practice by developing a conceptual framework that provides policy-makers and managers a practical understanding of factors that affect healthcare service quality. PMID:25114946

  4. Pricing Information Products and Services.

    ERIC Educational Resources Information Center

    Broadbent, H. E., III

    1981-01-01

    Outlines several approaches to the establishment of prices for information products and services by the administrators of libraries and information centers, including optimization, pricing to achieve organizational objectives, pricing for market structures, and types of market structure pricing systems. A reference list is included. (JL)

  5. Service Quality in Postgraduate Education

    ERIC Educational Resources Information Center

    Angell, Robert J.; Heffernan, Troy W.; Megicks, Phil

    2008-01-01

    Purpose: Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service…

  6. Service Quality in Postgraduate Education

    ERIC Educational Resources Information Center

    Angell, Robert J.; Heffernan, Troy W.; Megicks, Phil

    2008-01-01

    Purpose: Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service…

  7. Information quality-control model

    NASA Technical Reports Server (NTRS)

    Vincent, D. A.

    1971-01-01

    Model serves as graphic tool for estimating complete product objectives from limited input information, and is applied to cost estimations, product-quality evaluations, and effectiveness measurements for manpower resources allocation. Six product quality levels are defined.

  8. Service quality in health care setting.

    PubMed

    Rashid, Wan Edura Wan; Jusoff, Hj Kamaruzaman

    2009-01-01

    This paper attempts to explore the concept of service quality in a health care setting. This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality. The paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk. The paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.

  9. Measuring Quality in Special Libraries: Lessons from Service Marketing.

    ERIC Educational Resources Information Center

    White, Marilyn Domas; Abels, Eileen G.

    1995-01-01

    Surveys the service marketing literature for models and data-gathering instruments measuring service quality, particularly the instruments SERVQUAL and SERVPERF, and assesses their applicability to special libraries and information centers. Topics include service characteristics and definitions of service; performance-minus-expectations and…

  10. Student Satisfaction Process in Virtual Learning System: Considerations Based in Information and Service Quality from Brazil's Experience

    ERIC Educational Resources Information Center

    Machado-Da-Silva, Fábio Nazareno; Meirelles, Fernando de Souza; Filenga, Douglas; Filho, Marino Brugnolo

    2014-01-01

    Distance learning has undergone great changes, especially since the advent of the Internet and communication and information technology. Questions have been asked following the growth of this mode of instructional activity. Researchers have investigated methods to assess the benefits of e-learning from a number of perspectives. This survey…

  11. [Quality management is associated with high quality services in health care].

    PubMed

    Nielsen, Tenna Hassert; Riis, Allan; Mainz, Jan; Jensen, Anne-Louise Degn

    2013-12-09

    In these years, quality management has been the focus in order to meet high quality services for the patients in Danish health care. This article provides information on quality management and quality improvement and it evaluates its effectiveness in achieving better organizational structures, processes and results in Danish health-care organizations. Our findings generally support that quality management is associated with high quality services in health care.

  12. A Review of the Level and Quality of Information Resources and Programs Available to Students and Parents. Symposium on Information Resources, Services, and Programs. Background Paper Number Two.

    ERIC Educational Resources Information Center

    Merisotis, Jamie

    This paper discusses the key role of information in helping minority group parents and students gain access to postsecondary education and offers a descriptive framework for understanding information needs and availability. The framework is a taxonomy of the kinds and types of information needed by students and parents in order for the student to…

  13. Emergency and Disaster Information Service

    NASA Astrophysics Data System (ADS)

    Boszormenyi, Zsolt

    2010-05-01

    The Hungarian National Association of Radio Distress-Signalling and Infocommunications (RSOE) operates Emergency and Disaster Information Service (EDIS) within the frame of its own website which has the objective to monitor and document all the events on the Earth which may cause disaster or emergency. Our service is using the speed and the data spectrum of the internet to gather information. We are monitoring and processing several foreign organisation's data to get quick and certified information. The EDIS website operated together by the General-Directorate of National Disaster Management (OKF) and RSOE, in co-operation with the Crisis Management Centre of the Ministry of Foreign Affairs, provides useful information regarding emergency situations and their prevention. Extraordinary events happening in Hungary, Europe and other areas of the World are being monitored in 24 hours per day. All events processed by RSOE EDIS are displayed real time - for the sake of international compatibility - according to the CAP protocol on a secure website. To ensure clear transparency all events are categorized separately in the RSS directory (e.g. earthquake, fire, flood, landslide, nuclear event, tornado, vulcano). RSOE EDIS also contributes in dissemination of the CAP protocol in Hungary. Beside the official information, with the help of special programs nearly 900-1000 internet press publication will be monitored and the publication containing predefined keywords will be processed. However, these "news" cannot be considered as official and reliable information, but many times we have learnt critical information from the internet press. We are screening the incoming information and storing in a central database sorted by category. After processing the information we are sending it immediately via E-Mail (or other format) for the organisations and persons who have requested it (e.g. National Disaster Management, United Nations etc.). We are aspiring that the processed data

  14. RVIB Library & Information Services--Services to Children.

    ERIC Educational Resources Information Center

    Gale, Gillian; Morley, Jillian; Wallis, Linley

    RVIB (Royal Victorian Institute for the Blind) Library & Information Services is one of five business units of RVIB, an agency that has been providing services since 1866 to people in Victoria (Australia) who are blind or visually impaired. RVIB Library & Information Services offers four core services: (1) a public library service that…

  15. Genetic service delivery: infrastructure, assessment and information.

    PubMed

    Kaye, C I

    2012-01-01

    Identification of genomic determinants of complex disorders such as cancer, diabetes and cardiovascular disease has prompted public health systems to focus on genetic service delivery for prevention of these disorders, adding to their previous efforts in birth defects prevention and newborn screening. This focus is consistent with previously identified obligations of the public health system as well as the core functions of public health identified by the Institute of Medicine. Models of service delivery include provision of services by the primary care provider in conjunction with subspecialists, provision of services through the medical home with co-management by genetics providers, provision of services in conjunction with disorder-specific treatment centers, and provision of services through a network of genetics clinics linked to medical homes. Whatever the model for provision of genetic services, tools to assist providers include facilities for outreach and telemedicine, information technology, just-in-time management plans, and emergency management tools. Assessment tools to determine which care is best are critical for quality improvement and development of best practices. Because the workforce of genetics providers is not keeping pace with the need for services, an understanding of the factors contributing to this lag is important, as is the development of an improved knowledge base in genomics for primary care providers. Copyright © 2012 S. Karger AG, Basel.

  16. 1990 National Water Quality Laboratory Services Catalog

    USGS Publications Warehouse

    Pritt, Jeffrey; Jones, Berwyn E.

    1989-01-01

    PREFACE This catalog provides information about analytical services available from the National Water Quality Laboratory (NWQL) to support programs of the Water Resources Division of the U.S. Geological Survey. To assist personnel in the selection of analytical services, the catalog lists cost, sample volume, applicable concentration range, detection level, precision of analysis, and preservation techniques for samples to be submitted for analysis. Prices for services reflect operationa1 costs, the complexity of each analytical procedure, and the costs to ensure analytical quality control. The catalog consists of five parts. Part 1 is a glossary of terminology; Part 2 lists the bottles, containers, solutions, and other materials that are available through the NWQL; Part 3 describes the field processing of samples to be submitted for analysis; Part 4 describes analytical services that are available; and Part 5 contains indices of analytical methodology and Chemical Abstract Services (CAS) numbers. Nomenclature used in the catalog is consistent with WATSTORE and STORET. The user is provided with laboratory codes and schedules that consist of groupings of parameters which are measured together in the NWQL. In cases where more than one analytical range is offered for a single element or compound, different laboratory codes are given. Book 5 of the series 'Techniques of Water Resources Investigations of the U.S. Geological Survey' should be consulted for more information about the analytical procedures included in the tabulations. This catalog supersedes U.S. Geological Survey Open-File Report 86-232 '1986-87-88 National Water Quality Laboratory Services Catalog', October 1985.

  17. [Quality of community-based healthcare services].

    PubMed

    Wilf-Miron, Rachel; Shemer, Joshua

    2004-03-01

    The recent concern regarding the quality of healthcare services is partly due to the empowerment of health consumers, cost containment measures that may compromise quality, increased complexity of the medical practice and the accelerated growth of data on the magnitude and extent of quality problems. The framework of the delivery of health services, including quality parameters, differs fundamentally in the community as opposed to the hospital setting. In the community, the episode of care lacks geographic and temporal boundaries, and is divided among different facilities and caregivers. Hence, the healthcare systems lack control over the management of care. In the solo practice, the physician lacks the opportunity to discuss and share medical decisions with his/her peers and physician's reimbursement does not encourage him/her to invest time and effort in the provision of quality care. Furthermore, in the community setting, the patient is expected to take responsibility for compliance to the therapeutic regimen, a condition that may frequently interfere with regular life routines. Therefore, quality promotion should embody the "quality triangle" encompassing patients, caregivers, the healthcare system and appropriate interfaces. Ideally, the voice of the health consumer should be an integral consideration in the design of health policy, care should be patient-centered and physician reimbursement should reflect the quality of care provided. In addition, the design of the healthcare system information technology in supporting decision-making and training "quality leaders" to facilitate quality improvement programs. Consequently, it is pivotal to nurture agreement among policy-makers, patients and caregivers as to the essence of the dilemma: "What is quality in community care?" Meanwhile, we may suggest a primordial definition to community-based health care quality management: An ongoing multidisciplinary effort to identify and respond to the needs of patients, by

  18. Signal Quality and Service Quality: A Study of Local and International MBA Programs in Vietnam

    ERIC Educational Resources Information Center

    Nguyen, Tho D.

    2009-01-01

    Purpose: Although it is well known that firms can use signals to inform consumers about the unobservable aspect of their products or services in a market where asymmetric information exists, research on the relationship between signal quality and service quality is largely ignored. The purpose of this study is to investigate the role of signal…

  19. Signal Quality and Service Quality: A Study of Local and International MBA Programs in Vietnam

    ERIC Educational Resources Information Center

    Nguyen, Tho D.

    2009-01-01

    Purpose: Although it is well known that firms can use signals to inform consumers about the unobservable aspect of their products or services in a market where asymmetric information exists, research on the relationship between signal quality and service quality is largely ignored. The purpose of this study is to investigate the role of signal…

  20. ESIP Information Quality Cluster (IQC)

    NASA Technical Reports Server (NTRS)

    Ramapriyan, H. K.; Peng, Ge; Moroni, David F.

    2016-01-01

    The Information Quality Cluster (IQC) within the Federation of Earth Science Information Partners (ESIP) was initially formed in 2011 and has evolved significantly over time. The current objectives of the IQC are to: 1. Actively evaluate community data quality best practices and standards; 2. Improve capture, description, discovery, and usability of information about data quality in Earth science data products; 3. Ensure producers of data products are aware of standards and best practices for conveying data quality, and data providers distributors intermediaries establish, improve and evolve mechanisms to assist users in discovering and understanding data quality information; and 4. Consistently provide guidance to data managers and stewards on how best to implement data quality standards and best practices to ensure and improve maturity of their data products. The activities of the IQC include: 1. Identification of additional needs for consistently capturing, describing, and conveying quality information through use case studies with broad and diverse applications; 2. Establishing and providing community-wide guidance on roles and responsibilities of key players and stakeholders including users and management; 3. Prototyping of conveying quality information to users in a more consistent, transparent, and digestible manner; 4. Establishing a baseline of standards and best practices for data quality; 5. Evaluating recommendations from NASA's DQWG in a broader context and proposing possible implementations; and 6. Engaging data providers, data managers, and data user communities as resources to improve our standards and best practices. Following the principles of openness of the ESIP Federation, IQC invites all individuals interested in improving capture, description, discovery, and usability of information about data quality in Earth science data products to participate in its activities.

  1. 77 FR 45717 - Proposed Information Collection (Food Service and Nutritional Care Analysis) Activity; Comment...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-08-01

    ... to determine patients' satisfaction with the quality of food and nutrition services. DATES: Written... level of patient satisfaction and quality of service resulting from advanced food preparation and... Information Collection (Food Service and Nutritional Care Analysis) Activity; Comment Request AGENCY:...

  2. The Baby Bells and Information Services.

    ERIC Educational Resources Information Center

    Bates, Mary Ellen

    1993-01-01

    Discusses deregulation of the telephone companies and describes information services being offered by the new Regional Holding Companies. Topics addressed include cable services; the information superhighway; voice mail and messaging; electronic delivery of telephone books; multimedia compact disc-interactive; videotex services; and news services.…

  3. 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.

  4. Information Services of Maritime Industry

    NASA Astrophysics Data System (ADS)

    Palazov, Atanas; Stefanov, Asen

    2015-04-01

    The ultimate goal of modern oceanography is an end user oriented product. Beneficiaries are the governmental services, coast-based enterprises and research institutions that make use of the products generated by operational oceanography. Direct potential users and customers are coastal managers, shipping, offshore industry, ports and harbours, fishing, tourism and recreation industry, and scientific community. Indirect beneficiaries, through climate forecasting based on ocean observations, are food, energy, water and medical suppliers. Five general classes of users for data and information are specified: (1) operational users that analyze the collected data and produce different forecasts serving to impose regulation measures; (2) authorities and managers of large-scale projects needing timely oceanographic information, including statistics and climatic trends; (3) industrial enterprises, safety of structures and avoiding of pollution; (4) tourism and recreation related users aiming protection of human health; (5) scientists, engineers, and economists carrying out special researches, strategic design studies, and other investigations to advance the application of marine data. The analysis of information received during the extensive inquiry among all potential end users reveals variety of data and information needs encompassing physical, chemical, biological and hydrometeorological observation. Nevertheless, the common requirement concerns development of observing and forecasting systems providing accurate real-time or near-real time data and information supporting decision making and environmental management. Availability of updated information on the actual state as well as forecast for the future changes of marine environment are essential for the success and safety of maritime operations in the offshore industry. For this purpose different systems have been developed to collect data and to produce forecasts on the state of the marine environment and to provide

  5. Hospital service quality: a managerial challenge.

    PubMed

    Rose, Raduan Che; Uli, Jegak; Abdul, Mohani; Ng, Kim Looi

    2004-01-01

    While much is known generally about predictions of customer-perceived service quality, their application to health services is rarer. No attempt has been made to examine the impact of social support and patient education on overall service quality perception. Together with six quality dimensions identified from the literature, this study seeks to provide a more holistic comprehension of hospital service quality prediction. Although 79 percent of variation is explained, other than technical quality the impact of the remaining factors on quality perception is far from constant, and socio-economic variables further complicate unpredictability. Contrary to established beliefs, the cost factor was found to be insignificant. Hence, to manage service quality effectively, the test lies in how well healthcare providers know the customers they serve. It is not only crucial in a globalized environment, where trans-national patient mobility is increasingly the norm, but also within homogeneous societies that appear to converge culturally.

  6. 1 CFR 3.1 - Information services.

    Code of Federal Regulations, 2011 CFR

    2011-01-01

    ... 1 General Provisions 1 2011-01-01 2011-01-01 false Information services. 3.1 Section 3.1 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER GENERAL SERVICES TO THE PUBLIC § 3.1 Information services. Except in cases where the time required would be excessive, information concerning...

  7. 1 CFR 3.1 - Information services.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 1 General Provisions 1 2010-01-01 2010-01-01 false Information services. 3.1 Section 3.1 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER GENERAL SERVICES TO THE PUBLIC § 3.1 Information services. Except in cases where the time required would be excessive, information concerning...

  8. Space-Based Information Services

    NASA Astrophysics Data System (ADS)

    Lee, C.

    With useful data now beginning to flow from earth observation and navigation satellites, it is an active time for the development of space services - all types of satellites are now being put to work, not just Comsats. However derived products require a blend of innovative software design, low cost operational support and a real insight into the information needs of the customer. Science Systems is meeting this challenge through a series of on-going projects, three of which are summarised here (addressing navigation, communications and earth observation). By demonstrating a broad range of related disciplines; from monitoring and control to back-room billing; from data management to intelligent systems, Science Systems hopes to play a key role in this developing market.

  9. Quantifying The Water Quality Services Of Wetlands

    EPA Science Inventory

    Wetlands are well recognized for their potential for providing a wide range of important ecological services including their ability to provide water quality protection. Watershed-scale water quality trading could create market driven incentives to restore and construct wetlands...

  10. Quantifying The Water Quality Services Of Wetlands

    EPA Science Inventory

    Wetlands are well recognized for their potential for providing a wide range of important ecological services including their ability to provide water quality protection. Watershed-scale water quality trading could create market driven incentives to restore and construct wetlands...

  11. Tourism guide cloud service quality: What actually delights customers?

    PubMed

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

    2016-01-01

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

  12. Investigation of Service Quality of Measurement Reference Points for the Internet Services on Mobile Networks

    NASA Astrophysics Data System (ADS)

    Lipenbergs, E.; Bobrovs, Vj.; Ivanovs, G.

    2016-10-01

    To ensure that end-users and consumers have access to comprehensive, comparable and user-friendly information regarding the Internet access service quality, it is necessary to implement and regularly renew a set of legislative regulatory acts and to provide monitoring of the quality of Internet access services regarding the current European Regulatory Framework. The actual situation regarding the quality of service monitoring solutions in different European countries depends on national regulatory initiatives and public awareness. The service monitoring solutions are implemented using different measurement methodologies and tools. The paper investigates the practical implementations for developing a harmonising approach to quality monitoring in order to obtain objective information on the quality of Internet access services on mobile networks.

  13. Quality of service for tactical wireless networks

    NASA Astrophysics Data System (ADS)

    Ordower, Rick; Newman, Nisha; Myrtle, Jeremy

    2010-04-01

    Applications resident on tactical wireless networks are levying increasing offered loads. Tradeoffs can be made between range and throughput, but the wireless network is destined to be considered a limitation in information transfer. If managed correctly, the network can be an intelligent aid in ensuring the right information gets to the right place at the right time. Over the last 5 years, SAIC has worked with Natick Soldier Center (NSRDEC) to provide reliable communication with guaranteed service quality for the dismounted soldier. The effort utilizes a series of tools to mark, shape, condense, fragment and persist information for congestion and corruption control. The critical aspect of the congestion control solution is accomplished by adaptively throttling lower priority information at the sending node before it gets pushed to the wireless realm. Of note is that the solution adapts through passive processes without control messages. The solution also implements compression of messages and images, along with fragmentation techniques to alleviate congestion. Information corruption is purely a radio phenomenon and cannot be overcome through cognitive solutions. However, the solution mitigates corruption through information persistence and reliable retransmission. The implemented solution, unlike Transport Control Protocol, is optimized for wireless networks and demonstrates reduction of added signaling traffic. Combined congestion and corruption techniques have demonstrated how soldiers can get the right information at the right time during high traffic loads or network segmentation.

  14. Quality of pathology services: new strategic directions required.

    PubMed

    Isouard, Godfrey

    2013-01-01

    The purpose of this paper is to discuss the challenges faced in Australia to maintain and sustain quality in pathology services, and present new strategic directions to address such challenges. The paper is a review of the literature on pathology services and its quality of delivery and emerging issues. Major issues are emerging in pathology services which threaten to impact on the quality of future service delivery. These issues include workforce shortages, growth in inappropriate testing, advancing technology, rural and remote region servicing, and a negative image of the sector. New strategic directions are shown to be necessary in terms of workforce planning and addressing the escalation of new technology and innovation. In order to sustain quality of services, a significant change from current practice is recommended, with strong leadership as the change driver. This paper highlights the potential impact of emerging issues on future pathology-service quality. Significant implications for service delivery and patient care quality are reviewed. This paper provides valuable information on current strategic and planning issues impacting on pathology services. It provides new solutions from the perspective of leadership of health and health services.

  15. Quality Assurance in University Guidance Services

    ERIC Educational Resources Information Center

    Simon, Alexandra

    2014-01-01

    In Europe there is no common quality assurance framework for the delivery of guidance in higher education. Using a case study approach in four university career guidance services in England, France and Spain, this article aims to study how quality is implemented in university career guidance services in terms of strategy, standards and models,…

  16. Assessing Quality in Digital Reference Services.

    ERIC Educational Resources Information Center

    Lankes, R. David; Mcclure, Charles R.; Gross, Melissa

    2001-01-01

    Outlines a study to develop methods to assess the quality of digital reference services, test and refine measures and quality standards to describe digital reference services, and to produce a guidebook that describes how to collect and report data for these measures and standards. (Author/AEF)

  17. Improving the Quality of Telephone Reference Service.

    ERIC Educational Resources Information Center

    Quinn, Brian

    1995-01-01

    Discusses telephone reference services in libraries. Topics include characteristics of quality phone reference; policies and guidelines for quality service; a survey of pertinent literature evaluating telephone reference; training; and technology for telephone reference, including cellular and cordless phones, electronic resources, and automated…

  18. Measuring Service Quality: From Theory into Practice.

    ERIC Educational Resources Information Center

    Calvert, Philip J.

    1997-01-01

    Academic library managers need a multimethod, objective, valid tool for measuring service quality. Examines three research studies in the measurement of service quality in Australian and New Zealand academic libraries: the Hernon and Altman Study; Hernon and Calvert Study; and the University of Waikato (Hamilton, New Zealand) Survey, a two-stage…

  19. Quality Assurance in University Guidance Services

    ERIC Educational Resources Information Center

    Simon, Alexandra

    2014-01-01

    In Europe there is no common quality assurance framework for the delivery of guidance in higher education. Using a case study approach in four university career guidance services in England, France and Spain, this article aims to study how quality is implemented in university career guidance services in terms of strategy, standards and models,…

  20. Assessing Quality in Digital Reference Services.

    ERIC Educational Resources Information Center

    Lankes, R. David; Mcclure, Charles R.; Gross, Melissa

    2001-01-01

    Outlines a study to develop methods to assess the quality of digital reference services, test and refine measures and quality standards to describe digital reference services, and to produce a guidebook that describes how to collect and report data for these measures and standards. (Author/AEF)

  1. Telecommunications and Information Services in Brazil.

    ERIC Educational Resources Information Center

    Tarapanoff, Kira; Alvares, Lillian

    1995-01-01

    Discusses the interdependence of telecommunications and information sciences in Brazil. Highlights include new technologies and telecommunications: satellites, fiber optic cables, data communication networks, information superhighways, and cooperative projects; and information services development. (AEF)

  2. Telecommunications and Information Services in Brazil.

    ERIC Educational Resources Information Center

    Tarapanoff, Kira; Alvares, Lillian

    1995-01-01

    Discusses the interdependence of telecommunications and information sciences in Brazil. Highlights include new technologies and telecommunications: satellites, fiber optic cables, data communication networks, information superhighways, and cooperative projects; and information services development. (AEF)

  3. Strategic service quality management for health care.

    PubMed

    Anderson, E A; Zwelling, L A

    1996-01-01

    Quality management has become one of the most important and most debated topics within the service sector. This is especially true for health care, as the controversy rages on how the existing American system should be restructured. Health care reform aimed at reducing costs and ensuring access to all Americans cannot be allowed to jeopardize the quality of care. As such, total quality management (TQM) has become a vital ingredient to strategic planning within the health care domain. At the heart of any such quality improvement effort is the issue of measurement. TQM cannot be effectively utilized as a competitive weapon unless quality can be accurately defined, measured, evaluated, and monitored over time. Through such analysis a hospital can elect how to expend its limited resources toward those quality improvement projects which will impact customer perceptions of service quality the most. Thus, the purpose of this report is to establish a framework by which to approach the issue of quality measurement, delineate the various components of quality that exist in health care, and explore how these elements affect one another. We propose that the issue of quality measurement in health care be approached as an integration of service quality attributes common to other service organizations and technical quality attributes unique to health care. We hope that this research will serve as a first step toward the synthesis of the various quality attributes inherent in the health care domain and encourage other researchers to address the interactions of the various quality attributes.

  4. Research in Library Reference/Information Service.

    ERIC Educational Resources Information Center

    Lynch, Mary Jo

    1983-01-01

    This review of library reference service research, which focuses on the provision of information in response to questions, covers measurement of reference service, evaluation using unobtrusive techniques, online search services, information needs and uses, the process of asking and answering questions, and artificial intelligence. Eighty-four…

  5. Evaluation of service quality of hospital outpatient department services.

    PubMed

    Chakravarty, Abhijit

    2011-07-01

    It has become essential for hospital managers to understand and measure consumer perspectives and service quality gaps, so that any perceived gap in delivery of service is identified and suitably addressed. A study was conducted at a peripheral service hospital to ascertain any service gap between consumer expectations and perceptions in respect of the hospital outpatient department (OPD) services. A cross-sectional study was conducted using SERVQUAL as the survey instrument, the instrument being validated for use in the hospital environment. Consumer ratings across 22 items of the survey instrument were collected in paired expectation and perception scores and then service quality gaps were identified and statistically analysed. Service quality gaps were identified to exist across all the five dimensions of the survey instrument, with statistically significant gaps across the dimensions of 'tangibles' and 'responsiveness.' The quality gaps were further validated by a total unweighted SERVQUAL score of (-) 1.63. The study concludes that significant service quality gaps existed in the delivery of the hospital OPD services, which need to be addressed by focused improvement efforts by the hospital management.

  6. Related Services. Alliance Action Information Sheets

    ERIC Educational Resources Information Center

    Technical Assistance ALLIANCE for Parent Centers, 2010

    2010-01-01

    "Related services" means transportation and any other developmental, corrective or other supportive services that a child needs to benefit from special education. Some children need related services in order to meet the goals in their Individualized Education Program (IEP). This paper presents information about related services.

  7. Related Services. Alliance Action Information Sheets

    ERIC Educational Resources Information Center

    Technical Assistance ALLIANCE for Parent Centers, 2010

    2010-01-01

    "Related services" means transportation and any other developmental, corrective or other supportive services that a child needs to benefit from special education. Some children need related services in order to meet the goals in their Individualized Education Program (IEP). This paper presents information about related services.

  8. Using Quality Concepts to Improve Reference Services.

    ERIC Educational Resources Information Center

    Brown, Janet Dagenais

    1994-01-01

    Discusses how to improve library reference service, especially the effective delivery of accurate answers, based on a program at Wichita State University (Kansas) that used concepts of quality from business and organizational management. Topics addressed include customers and customer service, and methods of reference service evaluation. (Contains…

  9. Community Information and Services Centers: Concepts for Activation.

    ERIC Educational Resources Information Center

    Hopkins, Cleve

    An experimental program based on a study by the Department of Housing and Urban Development was activated to deliver services to urban residents via automated communications technology. Designed to contribute to improvement in the quality of life, the program of a Community Information and Services Center (CISC) included: outreach programs, i.e.,…

  10. Dynamic selection mechanism for quality of service aware web services

    NASA Astrophysics Data System (ADS)

    D'Mello, Demian Antony; Ananthanarayana, V. S.

    2010-02-01

    A web service is an interface of the software component that can be accessed by standard Internet protocols. The web service technology enables an application to application communication and interoperability. The increasing number of web service providers throughout the globe have produced numerous web services providing the same or similar functionality. This necessitates the use of tools and techniques to search the suitable services available over the Web. UDDI (universal description, discovery and integration) is the first initiative to find the suitable web services based on the requester's functional demands. However, the requester's requirements may also include non-functional aspects like quality of service (QoS). In this paper, the authors define a QoS model for QoS aware and business driven web service publishing and selection. The authors propose a QoS requirement format for the requesters, to specify their complex demands on QoS for the web service selection. The authors define a tree structure called quality constraint tree (QCT) to represent the requester's variety of requirements on QoS properties having varied preferences. The paper proposes a QoS broker based architecture for web service selection, which facilitates the requesters to specify their QoS requirements to select qualitatively optimal web service. A web service selection algorithm is presented, which ranks the functionally similar web services based on the degree of satisfaction of the requester's QoS requirements and preferences. The paper defines web service provider qualities to distinguish qualitatively competitive web services. The paper also presents the modelling and selection mechanism for the requester's alternative constraints defined on the QoS. The authors implement the QoS broker based system to prove the correctness of the proposed web service selection mechanism.

  11. A Management Perspective on Information Service Value.

    ERIC Educational Resources Information Center

    Broadbent, Marianne

    1992-01-01

    Discusses the importance for information managers of demonstrating the value of information services to the organization and identifies appropriate techniques for performance evaluation and product-oriented cost-benefit analysis. Ten questions developed to provide an agenda for demonstrating information service value are listed. (MES)

  12. The EEC Electronic Information Services Market.

    ERIC Educational Resources Information Center

    Westhoff, Jurgen

    1993-01-01

    Describes the European Information Market Observatory and its purpose of gathering and providing knowledge about the European electronic information services market. Topics include the supply and use of electronic information services, size of the market, structure and policy of market operators, and recent developments in new electronic…

  13. The EEC Electronic Information Services Market.

    ERIC Educational Resources Information Center

    Westhoff, Jurgen

    1993-01-01

    Describes the European Information Market Observatory and its purpose of gathering and providing knowledge about the European electronic information services market. Topics include the supply and use of electronic information services, size of the market, structure and policy of market operators, and recent developments in new electronic…

  14. Uncertainty in Reference and Information Service

    ERIC Educational Resources Information Center

    VanScoy, Amy

    2015-01-01

    Introduction: Uncertainty is understood as an important component of the information seeking process, but it has not been explored as a component of reference and information service. Method: Interpretative phenomenological analysis was used to examine the practitioner perspective of reference and information service for eight academic research…

  15. A Management Perspective on Information Service Value.

    ERIC Educational Resources Information Center

    Broadbent, Marianne

    1992-01-01

    Discusses the importance for information managers of demonstrating the value of information services to the organization and identifies appropriate techniques for performance evaluation and product-oriented cost-benefit analysis. Ten questions developed to provide an agenda for demonstrating information service value are listed. (MES)

  16. Strategy, Structure and Quality Service: Developing School Wide Quality Improvement.

    ERIC Educational Resources Information Center

    Murgatroyd, Stephen

    1991-01-01

    Builds on earlier contributions to the literature on educational leadership and total quality management in education. Introduces two new tools--the service guarantee and the House of Quality, placing them in the context of strategic marketing, structural change, and other total quality management methods. (19 references) (MLH)

  17. [The digital information platform after-sale service of medical equipment].

    PubMed

    Cao, Shaoping; Li, Bin

    2015-01-01

    This paper describes the after-sale service of medical equipment information management platform, with large data sharing resources to further enhance customer service in the whole management process of medical service, to strengthen quality management, to control medical risk.

  18. Qbox-Services: Towards a Service-Oriented Quality Platform

    NASA Astrophysics Data System (ADS)

    González, Laura; Peralta, Verónika; Bouzeghoub, Mokrane; Ruggia, Raúl

    The data quality market is characterized by a sparse offer of tools, providing individual functionalities which have their own interest with respect to quality assessment. But interoperating among these tools remains a technical challenge because of the heterogeneity of their models and access patterns. On the other side, quality analysts require more and more integration facilities that allow them to consolidate and aggregate multiple quality measures acquired from different observations. The QBox platform, developed within the ANR Quadris project, aims at filling this gap by supplying a service-based integration infrastructure that allows interoperability among several quality tools and provides an OLAP-based quality model to support multidimensional analysis. This paper focuses on the architectural principles of this infrastructure and illustrates its use through specific examples of quality services.

  19. Service quality framework for clinical laboratories.

    PubMed

    Ramessur, Vinaysing; Hurreeram, Dinesh Kumar; Maistry, Kaylasson

    2015-01-01

    The purpose of this paper is to illustrate a service quality framework that enhances service delivery in clinical laboratories by gauging medical practitioner satisfaction and by providing avenues for continuous improvement. The case study method has been used for conducting the exploratory study, with focus on the Mauritian public clinical laboratory. A structured questionnaire based on the SERVQUAL service quality model was used for data collection, analysis and for the development of the service quality framework. The study confirms the pertinence of the following service quality dimensions within the context of clinical laboratories: tangibility, reliability, responsiveness, turnaround time, technology, test reports, communication and laboratory staff attitude and behaviour. The service quality framework developed, termed LabSERV, is vital for clinical laboratories in the search for improving service delivery to medical practitioners. This is a pioneering work carried out in the clinical laboratory sector in Mauritius. Medical practitioner expectations and perceptions have been simultaneously considered to generate a novel service quality framework for clinical laboratories.

  20. Ensuring and Improving Information Quality for Earth Science Data and Products: Role of the ESIP Information Quality Cluster

    NASA Technical Reports Server (NTRS)

    Ramapriyan, Hampapuram; Peng, Ge; Moroni, David; Shie, Chung-Lin

    2016-01-01

    Quality of products is always of concern to users regardless of the type of products. The focus of this paper is on the quality of Earth science data products. There are four different aspects of quality - scientific, product, stewardship and service. All these aspects taken together constitute Information Quality. With increasing requirement on ensuring and improving information quality, there has been considerable work related to information quality during the last several years. Given this rich background of prior work, the Information Quality Cluster (IQC), established within the Federation of Earth Science Information Partners (ESIP) has been active with membership from multiple organizations. Its objectives and activities, aimed at ensuring and improving information quality for Earth science data and products, are discussed briefly.

  1. Ensuring and Improving Information Quality for Earth Science Data and Products Role of the ESIP Information Quality Cluster

    NASA Technical Reports Server (NTRS)

    Ramapriyan, H. K. (Rama); Peng, Ge; Moroni, David; Shie, Chung-Lin

    2016-01-01

    Quality of products is always of concern to users regardless of the type of products. The focus of this paper is on the quality of Earth science data products. There are four different aspects of quality scientific, product, stewardship and service. All these aspects taken together constitute Information Quality. With increasing requirement on ensuring and improving information quality, there has been considerable work related to information quality during the last several years. Given this rich background of prior work, the Information Quality Cluster (IQC), established within the Federation of Earth Science Information Partners (ESIP) has been active with membership from multiple organizations. Its objectives and activities, aimed at ensuring and improving information quality for Earth science data and products, are discussed briefly.

  2. [Quality of German medical services: a review].

    PubMed

    Braun, J; Robbers, J; Lakomek, H-J

    2016-02-01

    In the current draft of the law on the reform of the support structures of hospital provision (German Hospital Structure Law) the future quality of provision is highly significant. Quality assurance measures are mandatory for hospitals. The Federal General Committee was legally charged with developing the relevant quality indicators for structural, procedural and outcome quality that are designed to form the criteria and the basis for planning decisions in the federal states. This involves a paradigm shift in quality assurance measures in hospitals. In the future, subject to the verified quality, this should have an influence on hospital planning, and the funding or regulation of hospital departments should also adhere to this prescribed quality. This review reveals the course of quality or quality assurance measures in medical services in Germany. The status of the institutions responsible for the quality of care in hospitals and the significance of quality indicators are explained.

  3. Quality of services and quality of life from service providers' perspectives: analysis with focus groups.

    PubMed

    Jenaro, C; Vega, V; Flores, N; Cruz, M

    2013-06-01

    Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this population. The current study aims to identify service providers' perceptions regarding the quality of life of their clients and the quality of services they provide. It also aims to identify similarities and differences of appraisals among professionals, and to identify associations between supports, quality of life and quality of services. Data were collected from 22 service providers who attended three focus groups (professionals, direct support staff, and managers) from whom 424 comments were analysed. Service providers were asked about the required support for users, the meaning of quality of life for those users, and about features that should characterise quality services. Thematic analysis was employed and transcripts of the sessions were coded according to the dimensions of models on supports, quality of life and quality of services. Chi-squared tests were utilised to test for potential differences among groups. Each professional group has its own priorities concerning required supports. Among the organisation different and potentially conflicting perceptions regarding the meaning of experiencing quality of life coexist. Concerning quality of services, only managers mentioned personal outcomes. Finally, institutionalisation has a negative impact on supports, quality of life and quality of services. It is necessary to move beyond a shared awareness of the negative impact of institutionalisation towards the transformation of services in search of personal quality outcomes. © 2012 The Authors. Journal of Intellectual Disability Research © 2012 John Wiley & Sons Ltd, MENCAP & IASSID.

  4. Healthcare service quality perception in Japan.

    PubMed

    Eleuch, Amira ep Koubaa

    2011-01-01

    This study aims to assess Japanese patients' healthcare service quality perceptions and to shed light on the most meaningful service features. It follows-up a study published in IJHCQA Vol. 21 No. 7. Through a non-linear approach, the study relied on the scatter model to detect healthcare service features' importance in forming overall quality judgment. Japanese patients perceive healthcare services through a linear compensatory process. Features related to technical quality and staff behavior compensate for each other to decide service quality. A limitation of the study is the limited sample size. Non-linear approaches could help researchers to better understand patients' healthcare service quality perceptions. The study highlights a need to adopt an evolution that enhances technical quality and medical practices in Japanese healthcare settings. The study relies on a non-linear approach to assess patient overall quality perceptions in order to enrich knowledge. Furthermore, the research is conducted in Japan where healthcare marketing studies are scarce owing to cultural and language barriers. Japanese culture and healthcare system characteristics are used to explain and interpret the results.

  5. Quality of service routing in the differentiated services framework

    NASA Astrophysics Data System (ADS)

    Oliveira, Marilia C.; Melo, Bruno; Quadros, Goncalo; Monteiro, Edmundo

    2001-02-01

    In this paper we present a quality of service routing strategy for network where traffic differentiation follows the class-based paradigm, as in the Differentiated Services framework. This routing strategy is based on a metric of quality of service. This metric represents the impact that delay and losses verified at each router in the network have in application performance. Based on this metric, it is selected a path for each class according to the class sensitivity to delay and losses. The distribution of the metric is triggered by a relative criterion with two thresholds, and the values advertised are the moving average of the last values measured.

  6. Automated Information System for School Food Services.

    ERIC Educational Resources Information Center

    Hazarika, Panna; Galligan, Stephen

    1982-01-01

    Controlling warehousing operations and food inventory, administering school cafeteria activity, and measuring the profitability of food service operations are identified as food service administrative problems. A comprehensive school food services information system developed to address these problems is described. (Author/MLF)

  7. Comparison of Online Agricultural Information Services.

    ERIC Educational Resources Information Center

    Reneau, Fred; Patterson, Richard

    1984-01-01

    Outlines major online agricultural information services--agricultural databases, databases with agricultural services, educational databases in agriculture--noting services provided, access to the database, and costs. Benefits of online agricultural database sources (availability of agricultural marketing, weather, commodity prices, management…

  8. Automobile Service Information in the Public Library.

    ERIC Educational Resources Information Center

    Pankl, Robert R.

    1992-01-01

    Advocates providing automobile repair and service information in public libraries, and discusses collection development issues, reference services, and problems in making repair manuals available. Describes the collection and services for patrons in Tacoma Public Library and results of a survey of other public libraries holding automobile repair…

  9. Automated Information System for School Food Services.

    ERIC Educational Resources Information Center

    Hazarika, Panna; Galligan, Stephen

    1982-01-01

    Controlling warehousing operations and food inventory, administering school cafeteria activity, and measuring the profitability of food service operations are identified as food service administrative problems. A comprehensive school food services information system developed to address these problems is described. (Author/MLF)

  10. Quality of Services and Quality of Life from Service Providers' Perspectives: Analysis with Focus Groups

    ERIC Educational Resources Information Center

    Jenaro, C.; Vega, V.; Flores, N.; Cruz, M.

    2013-01-01

    Background: Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this…

  11. Quality of Services and Quality of Life from Service Providers' Perspectives: Analysis with Focus Groups

    ERIC Educational Resources Information Center

    Jenaro, C.; Vega, V.; Flores, N.; Cruz, M.

    2013-01-01

    Background: Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this…

  12. Integrated Information Services in University Environments.

    ERIC Educational Resources Information Center

    Wykoff, Leslie W.

    2001-01-01

    Explores integration of information services at universities. Provides a history of integrated information services, details successful mergers, and explores professional and organizational issues that create conflict instead of collaboration. Discusses how newer, more flexible higher education environments may be more conducive to integration,…

  13. Intranets: Considerations for the Information Services Manager.

    ERIC Educational Resources Information Center

    Blackmore, Paul

    1997-01-01

    This article identifies benefits of using Internet technologies in an organization's intranet or internal information system: ease-of-use, one interface, implementation cost, access, information services (flat content and interactive intranets), support desks (via Web services and e-mail), document management. Discusses the impact of intranets on…

  14. The Mental Health Information Services. Program Audit.

    ERIC Educational Resources Information Center

    Geizer, Bernard P., Ed.

    This report presents the results of an evaluation of New York State's Mental Health Information Services (MHISs). The goals of the evaluation were to determine the effectiveness with which legislatively mandated information services to the mentally disabled and to the courts were carried out, and to evaluate MHIS workload and activity in order to…

  15. Information Services in the International Network Marketplace.

    ERIC Educational Resources Information Center

    Hepworth, Mark E.

    1987-01-01

    Examines the internationalism of the network marketplace through case studies of the London Stock Exchange and I. P. Sharp Associates, a Canadian computer service bureau. Discussion focuses on the importance of transnational computer networks to the production of information services and marketplace expansion, and global information policy issues.…

  16. Quality Library Services, K-12.

    ERIC Educational Resources Information Center

    Ohio State Dept. of Education, Columbus.

    Developed to promote excellence in Ohio's school libraries, this document is designed to: (1) provide a rationale for integration of the school library into the total education program; (2) delineate the dimensions of service of a dynamic K-12 library program; (3) identify essential components of an effective K-12 library program; (4) provide a…

  17. Total Quality Management Implementation at the Defense Technical Information Center

    DTIC Science & Technology

    1989-09-01

    improvement programs. -- 7- 14. SUBJECT TERMS 15. NUMBER OF PAGES TOM ( Total Quality Management ), Continuous Process Improvement, ________ Collection and...TECHNICAL INFORMATION CENTER September 1989 Approved for Public Release; Distribution is Unlimited. I8 . 22 ~89 9 29 0 22 TOTAL QUALITY MANAGEMENT IMPLEMENTATION...technical information support, services, and products to the DoD research and development community. The DTIC Total Quality Management (TQM

  18. Quality function deployment: application to rehabilitation services.

    PubMed

    Einspruch, E M; Omachonu, V K; Einspruch, N G

    1996-01-01

    Describes how the challenge of providing rehabilitative services at reasonable costs is beginning to mount. The management of quality in rehabilitative services is therefore gaining increasing attention in the health care arena. States that if a link is implied between the above stated goal and customer satisfaction, it is imperative to evaluate quality or customer satisfaction in the context of the patient's experience. Describes the quality function deployment (QFD) system and how it leads to a better understanding of the customer's needs and wants. Explores the process of applying the concept of QFD to physical therapy.

  19. [Quality assurance in occupational health services].

    PubMed

    Michalak, J

    1996-01-01

    The general conditions influencing the quality assurance and audit in Polish occupational health services are presented. The factors promoting or hampering the implementation of quality assurance and audits are also discussed. The major influence on the transformation of Polish occupational health services in exorted by employers who are committed to cover the costs of the obligatory prophylactic examination of their employees. This is the factor which also contributes to the improvement of quality if services. The definitions of the most important terms are reviewed to highlight their accordance with the needs of occupational health services in Poland. The examples of audit are presented and the elements of selected methods of auditing are suggested to be adopted in Poland.

  20. Marketing Tools for Information Services in Corporations: A New Age for Users/Customers Excellent Service.

    ERIC Educational Resources Information Center

    Balmisa, Yolanda Gonzalo

    1997-01-01

    Discusses the role of information services (IS) in corporations; characteristics of business information resources (BIR); characteristics of users of BIR in corporations; and change management in IS, including total quality management, strategic planning, and marketing tips. Provides a chart of keys to IS superiority and a map for IS change. (PEN)

  1. 78 FR 8596 - Hartford Financial Services Group, Inc., Commercial/Actuarial/ Information Delivery Services (IDS...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-02-06

    .../ Information Delivery Services (IDS)/Corporate & Financial Reporting Group, Hartford, CT; Notice of Negative... Services Group, Inc., Commercial/Actuarial/Information Delivery Services (IDS)/Corporate & Financial... Hartford Financial Services Group, Inc., Commercial/Actuarial/Information Delivery Services...

  2. Information analytics for healthcare service discovery.

    PubMed

    Sun, Lily; Yamin, Mohammad; Mushi, Cleopa; Liu, Kecheng; Alsaigh, Mohammed; Chen, Fabian

    2014-01-01

    The concept of being 'patient-centric' is a challenge to many existing healthcare service provision practices. This paper focuses on the issue of referrals, where multiple stakeholders, such as General Practitioners (GPs) and patients, are encouraged to make a consensual decision based on patients' needs. In this paper, we present an ontology-enabled healthcare service provision, which facilitates both patients and GPs in jointly deciding upon the referral decision. In the healthcare service provision model, we define three types of profiles which represent different stakeholders' requirements. This model also comprises a set of healthcare service discovery processes: articulating a service need, matching the need with the healthcare service offerings, and deciding on a best-fit service for acceptance. As a result, the healthcare service provision can carry out coherent analysis using personalised information and iterative processes that deal with requirements which change over time.

  3. Modeling and Negotiating Service Quality

    NASA Astrophysics Data System (ADS)

    Benbernou, Salima; Brandic, Ivona; Cappiello, Cinzia; Carro, Manuel; Comuzzi, Marco; Kertész, Attila; Kritikos, Kyriakos; Parkin, Michael; Pernici, Barbara; Plebani, Pierluigi

    In this chapter the research problems of specifying and negotiating QoS and its corresponding quality documents are analyzed. For this reason, this chapter is separated into two main sections, Section 6.1 and 6.2, with each dedicated to one of the two problems, i.e., QoS specification and negotiation, respectively. Each section has a similar structure: they first introduce the problem and then, in the remaining subsections, review related work. Finally, the chapter ends with Section 6.3, which identifies research gaps and presents potential research challenges in QoS modelling, specification and negotiation.

  4. An information behaviour investigation of the community pharmacists in Greece for developing library and information services.

    PubMed

    Kostagiolas, P A; Bairaktaris, K D; Niakas, D

    2010-03-01

    Community pharmacists require a constant provision of high quality information for updating their knowledge and improving their practices and skills. The development of library and information services for the pharmacists in a meaningful way should take into consideration their information behaviour and needs. This study is an investigation of the information behaviour of community pharmacists in Greece, as well as their perceptions regarding the contribution of library and information services in their future professional development. This is the only empirical investigation which has been made available regarding the information behaviour of the community pharmacists in Greece. An empirical investigation has been conducted between March and April of 2008 through the development and the distribution of a semi-structured questionnaire. The sample of the respondents consists of 92 community pharmacists from 22 pharmacy associations in Greece. The community pharmacists have access to the Internet, with limited access to specialized information resources, and they are increasingly utilizing information services in their everyday practices. The pharmaceutical associations (national and local) could play a significant role as information providers and specialized hybrid libraries and information services are required in order to satisfy the current information needs of the community pharmacists. Meaningful library and information services depend on setting specifications relevant to the community pharmacists' information behaviour. Indeed, in the near future, structured information services may come to rescue the role of the community pharmacists and empower their irreplaceable position in serving the local communities.

  5. Technical Information Services in Mexico.

    ERIC Educational Resources Information Center

    Goldman, Myla K.

    1978-01-01

    Describes activities and responsibilities of the National Council of Science and Technology (CONACyT), including the design and implementation of the National Information System for Science and Technology. A list of the 20 special libraries throughout the Mexican Republic which are served by CONACyT, as coordinator and/or sponsor, is appended.…

  6. Why (just) information is not enough: The contributions of information services in the management of healthcare information

    NASA Astrophysics Data System (ADS)

    Kostagiolas, P.; Lappa, E.

    2015-02-01

    Information is at the centre of every hospital activity including clinical decisions and healthcare service delivery systems. Although information is an important hospital asset, several issues related to its management and organization needs to be addressed within the hospitals. The management of healthcare information is a strategic goal related to the reduction of healthcare service provision costs, and to the improvement of quality and safety of healthcare services. By discussing the rather obvious necessity for information organization and management in the healthcare domain, this work aims at the role of healthcare information services, i.e. hospital libraries and patient medical records. Finally, a typology of information services' contributions to hospital environment is presented.

  7. Patient's Perspective on Quality of Teleconsultation Services.

    PubMed

    Thijssing, Leonie; Tensen, Esmée; Jaspers, Monique

    2016-01-01

    Patient satisfaction with teleconsultation services can increase their acceptance. Validated and standardized questionnaires to measure the quality aspects of teleconsultation relevant from the patients' perspective are not available yet. We aim to develop such a questionnaire. First, a systematic literature search was performed and focus groups were held to acquire quality aspects of teleconsultations patients perceive as important. Thirty-seven unique quality aspects distilled from these activities, were used for questionnaire development based on the framework of the Consumer Quality Index. In future research, the comprehensiveness, relevance and unambiguousness of the concept questionnaire need to be tested and the reliability and internal cohesion of the questionnaire assessed.

  8. Patient Preferences for Information on Post-Acute Care Services

    PubMed Central

    Sefcik, Justine S.; Nock, Rebecca H.; Flores, Emilia J.; Chase, Jo-Ana D.; Bradway, Christine; Potashnik, Sheryl; Bowles, Kathryn H.

    2016-01-01

    The purpose of this study was to explore what hospitalized patients would like to know about post-acute care (PAC) services to ultimately help them make an informed decision when offered PAC options. Thirty hospitalized adults 55 and older in a Northeastern U.S. academic medical center participated in a qualitative descriptive study with conventional content analysis as the analytical technique. Three themes emerged. Participants were interested in (1) receiving practical information about the services, (2) understanding “how it relates to me”, and (3) having opportunities to understand PAC options. Study findings inform clinicians about what information to include when discussing PAC options with older adults. Improving the quality of discharge planning discussions may better inform patient decision-making and as a result increase the numbers of patients who accept a plan of care that supports their recovery, meets their needs, and results in improved quality of life and fewer readmissions. PMID:26815304

  9. Pharmacy specialists' attitudes toward pharmaceutical service quality at community pharmacies.

    PubMed

    Urbonas, Gvidas; Jakušovaitė, Irayda; Savickas, Arūnas

    2010-01-01

    The main objective of this study was to analyze pharmacy specialists' attitudes toward the quality of pharmaceutical services at Lithuanian community pharmacies. Between April and June 2009, a total of 471 Lithuanian community pharmacy specialists completed a questionnaire designed to evaluate their attitudes toward the quality of pharmaceutical services at community pharmacies. The main dimensions of pharmaceutical service quality were extracted by principal component analysis. Two main dimensions of pharmaceutical service quality were extracted: pharmacotherapeutic aspects (provision of information about drug therapy, possible side effects, health promotion, the amount of time spent with a patient, and the ascertainment that a patient understood the provided information) and socioeconomic aspects (considering patient's needs and financial capabilities, making a patient confident with the services provided). Pharmacy specialists evaluated the quality of both dimensions positively, but the quality of the first dimension was rated significantly worse than that of the second dimension. The attitudes of pharmacy specialists working at independent pharmacies were more positive toward pharmacotherapeutic aspects as compared to the specialists working at chain or state pharmacies. Pharmacotherapeutic aspects were rated better by pharmacy specialists, aged ≥ 55 years, than those younger than 45 years. Moreover, the attitudes of 45-54-year-old pharmacy specialists toward the socioeconomic aspects were more positive as compared with those of 35-44-year olds. Pharmacists rated the socioeconomic aspects of pharmaceutical service quality worse as compared with pharmacy technicians. The attitudes of pharmacy specialists working at pharmacies with 6-9 specialists were more negative toward pharmacotherapeutic aspects than those of the pharmacies with 1-2 specialists. Pharmacy specialists working at pharmacies with ≥ 10 specialists reported lower scores of socioeconomic

  10. Governor's Forums on Library and Information Services.

    ERIC Educational Resources Information Center

    Pennsylvania State Library, Harrisburg.

    Prepared for distribution to participants in the Pennsylvania Governor's Forums on Library and Information Services, this booklet contains the following items: letters of welcome from Governor Robert Casey and Barbara Bruno, Chair of the Steering Committee; an agenda; and descriptions of Pennsylvania's libraries, its statewide library service, and…

  11. Automated SDI Services. (Selective Dissemination of Information).

    ERIC Educational Resources Information Center

    Altmann, Berthold

    An automated SDI service based on tapes supplied by DDC, Science Abstracts, and Engineering Index is evaluated as a component element of the entire HDL information system. Current studies for improving the efficiency are briefly described,--in particular, the establishment of a parameter reference service that should shorten the lead-time for the…

  12. Partnerships in Information Services: The Contract Library.

    ERIC Educational Resources Information Center

    Hatfield, Deborah

    1994-01-01

    Discusses contracting for library and information services, particularly between universities and corporations, and gives an example of a successful partnership between Lexmark International, Inc., and the University of Kentucky. Topics addressed include financial considerations; improving services without increasing staff; and confidentiality…

  13. Collaborating to Shape New Information Services

    ERIC Educational Resources Information Center

    Pritchard, Sarah M.

    2016-01-01

    "portal: Libraries and the Academy" has as its mission to address library and information services in a campus-wide context, focusing on librarians' engagement with learning services, joint technology initiatives, cross-disciplinary and cross-functional research, faculty partnerships, and scholarly publishing and public policy, but…

  14. Growth Dynamics of Information Search Services.

    ERIC Educational Resources Information Center

    Lindqvist, Mats

    Computer based information search services, ISS's, of the type that provide on-line literature searches are analyzed from a system's viewpoint using a continuous simulation model. The analysis shows that the observed growth and stagnation of a typical ISS can be explained as a natural consequence of market responses to the service together with a…

  15. Growth Dynamics of Information Search Services.

    ERIC Educational Resources Information Center

    Lindqvist, Mats

    Computer based information search services, ISS's, of the type that provide on-line literature searches are analyzed from a system's viewpoint using a continuous simulation model. The analysis shows that the observed growth and stagnation of a typical ISS can be explained as a natural consequence of market responses to the service together with a…

  16. Electronic Information Services, Louisiana State University Libraries.

    ERIC Educational Resources Information Center

    Bolner, Smittie; And Others

    Reports prepared by the Louisiana State University (LSU) Libraries Task Force on Electronic Services examine the present level of automated services at the LSU libraries and make recommendations for both long- and short-term plans to handle information in electronic format. The reports, each of which is followed by a list of recommendations, focus…

  17. Automated SDI Services. (Selective Dissemination of Information).

    ERIC Educational Resources Information Center

    Altmann, Berthold

    An automated SDI service based on tapes supplied by DDC, Science Abstracts, and Engineering Index is evaluated as a component element of the entire HDL information system. Current studies for improving the efficiency are briefly described,--in particular, the establishment of a parameter reference service that should shorten the lead-time for the…

  18. Collaborating to Shape New Information Services

    ERIC Educational Resources Information Center

    Pritchard, Sarah M.

    2016-01-01

    "portal: Libraries and the Academy" has as its mission to address library and information services in a campus-wide context, focusing on librarians' engagement with learning services, joint technology initiatives, cross-disciplinary and cross-functional research, faculty partnerships, and scholarly publishing and public policy, but…

  19. Evolution of Guidelines for Information Services.

    ERIC Educational Resources Information Center

    Klassen, Robert

    Despite the frequency with which library reference services are evaluated, there is a dearth of guidelines for the operation and evaluation of reference services. An American Library Association committee investigated the issue and made recommendations for improved reference operations, but the nature of information retrieval is rapidly changing,…

  20. Service Quality Assessment Scale (SQAS): An Instrument for Evaluating Service Quality of Health-Fitness Clubs

    ERIC Educational Resources Information Center

    Lam, Eddie T. C.; Zhang, James J.; Jensen, Barbara E.

    2005-01-01

    This study was designed to develop the Service Quality Assessment Scale to evaluate the service quality of health-fitness clubs. Through a review of literature, field observations, interviews, modified application of the Delphi technique, and a pilot study, a preliminary scale with 46 items was formulated. The preliminary scale was administered to…

  1. Performance effects of information asymmetry and economies of scope in diversified service firms.

    PubMed

    Nayyar, P R

    1993-02-01

    This study examined the performance effects of information asymmetry and economies of scope in diversified service firms. Tests using both accounting- and stock-market-based measures of performance revealed that information asymmetry improved performance more than economies of scope. As hypothesized, the benefits of information asymmetry were greater for firms offering services whose quality cannot be determined until after their purchase (experience services), and the benefits of economies of scope were greater for firms offering services whose quality can be determined prior to purchase (search services). However, without considering the interactive effects of service characteristics, economies of scope were negatively associated with performance for diversified service firms overall.

  2. Service quality of hospital outpatient departments: patients' perspective.

    PubMed

    Zarei, Ehsan

    2015-01-01

    Assessment of patient perceptions of health service quality as an important element in quality assessments has attracted much attention in recent years. The purpose of this paper is to assess the service quality of hospital outpatient departments affiliated to Shahid Beheshti University of Medical Sciences from the patients' perspective. This cross-sectional study was conducted in 2014 in Tehran, Iran. The study samples included 500 patients who were selected by multi-stage random sampling from four hospitals. The data collection instrument was a questionnaire consisting of 50 items, and the validity and reliability of the questionnaire were confirmed. For data analysis, exploratory and confirmatory factor analysis, Friedman test, and descriptive statistics were used through LISREL 8.54 and SPSS 18 applications. Eight significant factors were extracted for outpatient service quality, which explained about 67 per cent of the total variance. Physician consultation, information provided to the patient, and the physical environment of the clinic were the three determining factors of the quality of outpatient services. The highest and lowest perceptions were related to physician consultation and perceived waiting time dimension, respectively. The mean score of patients' perception of outpatient service quality was 3.89 (±0.60). About 59.5 per cent of patients assessed the quality of outpatient services as good, 38.2 per cent as moderate, and 2.3 per cent as poor. Practical implications - The instrument developed for this study is valid and reliable, and it can help hospital managers to identify the areas needing improvement and correction. According to the findings of this study, the majority of patients had a positive experience with outpatient departments of teaching hospitals, and the services provided in these centres were of adequate quality, based on patient assessments.

  3. 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.

  4. Hanford analytical services quality assurance requirements documents

    SciTech Connect

    Hyatt, J.E.

    1997-09-25

    Hanford Analytical Services Quality Assurance Requirements Document (HASQARD) is issued by the Analytical Services, Program of the Waste Management Division, US Department of Energy (US DOE), Richland Operations Office (DOE-RL). The HASQARD establishes quality requirements in response to DOE Order 5700.6C (DOE 1991b). The HASQARD is designed to meet the needs of DOE-RL for maintaining a consistent level of quality for sampling and field and laboratory analytical services provided by contractor and commercial field and laboratory analytical operations. The HASQARD serves as the quality basis for all sampling and field/laboratory analytical services provided to DOE-RL through the Analytical Services Program of the Waste Management Division in support of Hanford Site environmental cleanup efforts. This includes work performed by contractor and commercial laboratories and covers radiological and nonradiological analyses. The HASQARD applies to field sampling, field analysis, and research and development activities that support work conducted under the Hanford Federal Facility Agreement and Consent Order Tri-Party Agreement and regulatory permit applications and applicable permit requirements described in subsections of this volume. The HASQARD applies to work done to support process chemistry analysis (e.g., ongoing site waste treatment and characterization operations) and research and development projects related to Hanford Site environmental cleanup activities. This ensures a uniform quality umbrella to analytical site activities predicated on the concepts contained in the HASQARD. Using HASQARD will ensure data of known quality and technical defensibility of the methods used to obtain that data. The HASQARD is made up of four volumes: Volume 1, Administrative Requirements; Volume 2, Sampling Technical Requirements; Volume 3, Field Analytical Technical Requirements; and Volume 4, Laboratory Technical Requirements. Volume 1 describes the administrative requirements

  5. Online Information Services. Caught in the Web?

    ERIC Educational Resources Information Center

    Green, Tim

    1995-01-01

    Provides brief reviews of the sites for several online services of the World Wide Web; the Web as a marketing tool and other aspects of interest to information professionals are highlighted. A sidebar presents information on accessing Internet locations, graphics, online forms, Telnet, saving, printing, mailing, and searching. (AEF)

  6. Compatibility Issues Affecting Information Systems and Services.

    ERIC Educational Resources Information Center

    Lancaster, F. Wilfrid; Smith, Linda C.

    This UNISIST publication discusses issues related to the compatibility and standardization of bibliograpic records, index languages, software, hardware, and other information systems and services. Following an executive summary, definitions of terms, and other introductory material, existing information systems with common standards are briefly…

  7. An Information Service for the Maritime Industry.

    ERIC Educational Resources Information Center

    Mellor, Davis G.

    1979-01-01

    The Maritime Research Information Service (MRIS), sponsored by the Maritime Administration and operated by the Transportation Research Board, distributes information to the maritime industry through monthly and semiannual publications, special bibliographies, computerized retrievals, and online retrieval directly through the Lockheed Dialog…

  8. Online Information Services. Caught in the Web?

    ERIC Educational Resources Information Center

    Green, Tim

    1995-01-01

    Provides brief reviews of the sites for several online services of the World Wide Web; the Web as a marketing tool and other aspects of interest to information professionals are highlighted. A sidebar presents information on accessing Internet locations, graphics, online forms, Telnet, saving, printing, mailing, and searching. (AEF)

  9. Leveraging Information Technology. Track IV: Support Services.

    ERIC Educational Resources Information Center

    CAUSE, Boulder, CO.

    Seven papers from the 1987 CAUSE conference's Track IV, Support Services, are presented. They include: "Application Development Center" (John F. Leydon); "College Information Management System: The Design and Implementation of a Completely Integrated Office Automation and Student Information System" (Karen L. Miselis);…

  10. TeraGrid's integrated information service.

    SciTech Connect

    Liming, L.; Navarro, J.-P.; Blau, E.; Brechin, J.; Catlett, C.; Dahan, M.; Diehl, D.; Dooley, R.; Dwyer, M.; Ericson, K.; Foster, I.; Hanna, E.; Hart, D. L.; Jordan, C.; Light, R.; Martin, S.; McGee, J.; Pearlman, L.; Reilly, J.; Scavo, T.; Shapiro, M.; Smallen, S.; Smith, W.; Wilkins-Diehr, N.

    2009-01-01

    The NSF TeraGrid project has designed and constructed a federated integrated information service (IIS) to serve its capability publishing and discovery needs. This service has also proven helpful in automating TeraGrid's operational activities. We describe the requirements that motivated this work; IIS's system architecture, information architecture, and information content; processes that IIS currently supports; and how various layers of the system architecture are being used. We also review motivating use cases that have not yet been satisfied by IIS and outline approaches for future work.

  11. Quality Reference Service: A Preliminary Case Study.

    ERIC Educational Resources Information Center

    Stalker, John C.; Murfin, Marjorie E.

    1996-01-01

    Discusses the results of the Wisconsin-Ohio Reference Evaluation Program (WOREP) that was used by the reference department at the Brandeis University (Massachusetts) library. Results are compared with an onsite evaluation to determine factors that influence the provision of high-quality reference service. (LRW)

  12. Why (just) information is not enough: The contributions of information services in the management of healthcare information

    SciTech Connect

    Kostagiolas, P.; Lappa, E.

    2015-02-09

    Information is at the centre of every hospital activity including clinical decisions and healthcare service delivery systems. Although information is an important hospital asset, several issues related to its management and organization needs to be addressed within the hospitals. The management of healthcare information is a strategic goal related to the reduction of healthcare service provision costs, and to the improvement of quality and safety of healthcare services. By discussing the rather obvious necessity for information organization and management in the healthcare domain, this work aims at the role of healthcare information services, i.e. hospital libraries and patient medical records. Finally, a typology of information services’ contributions to hospital environment is presented.

  13. Sense of community, organizational commitment and quality of services.

    PubMed

    Lampinen, Mai-Stiina; Suutala, ElinaAnnikki; Konu, Anne Irmeli

    2017-09-01

    Purpose The purpose of this paper is to examine how factors associated with a sense of community in the workplace are connected with organizational commitment and the quality of services among frontline managers and middle managers in social and health care services in Finland. Design/methodology/approach A questionnaire designed specifically for this research was sent to 241 lower-level and middle-level managers in social and health care services in central Finland. A total of 136 managers completed the questionnaire (response rate 56 per cent). The results were analyzed using descriptive statistics, exploratory factor analysis, Spearman's rank-order correlation coefficient and multiple linear regression analyses. Findings The study showed that feeling a sense of belonging, mutual trust and appreciation, and open interaction among colleagues were connected to organizational commitment for frontline managers and middle managers in social and health care services in Finland. Correspondingly, an open flow of information in the organization, job meaningfulness and appreciation received from managers' superiors were connected to the quality of services. Originality/value This study provides information on the factors that influence social and health care managers' organizational commitment and on items connected to their experience of the quality of services.

  14. Adoption of Clinical Information Systems in Health Services Organizations

    PubMed Central

    Austin, Charles J.; Holland, Gloria J.

    1988-01-01

    This paper presents a conceptual model of factors which influence organizational decisions to invest in the installation of clinical information systems. Using results of previous research as a framework, the relative influence of clinical, fiscal, and strategic-institutional decision structures are examined. These adoption decisions are important in health services organizations because clinical information is essential for managing demand and allocating resources, managing quality of care, and controlling costs.

  15. 77 FR 42738 - Request for Information on Quality Measurement Enabled by Health IT

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-07-20

    ... HUMAN SERVICES Agency for Healthcare Research and Quality Request for Information on Quality Measurement Enabled by Health IT AGENCY: Agency for Healthcare Research and Quality (AHRQ), Health and Human Services (HHS). ACTION: Notice of Request for Information (RFI). SUMMARY: The Agency for Healthcare Research and...

  16. Function Model for Community Health Service Information

    NASA Astrophysics Data System (ADS)

    Yang, Peng; Pan, Feng; Liu, Danhong; Xu, Yongyong

    In order to construct a function model of community health service (CHS) information for development of CHS information management system, Integration Definition for Function Modeling (IDEF0), an IEEE standard which is extended from Structured Analysis and Design(SADT) and now is a widely used function modeling method, was used to classifying its information from top to bottom. The contents of every level of the model were described and coded. Then function model for CHS information, which includes 4 super-classes, 15 classes and 28 sub-classed of business function, 43 business processes and 168 business activities, was established. This model can facilitate information management system development and workflow refinement.

  17. Healthcare service quality: towards a broad definition.

    PubMed

    Mosadeghrad, Ali Mohammad

    2013-01-01

    The main purpose of this study is to define healthcare quality to encompass healthcare stakeholder needs and expectations because healthcare quality has varying definitions for clients, professionals, managers, policy makers and payers. This study represents an exploratory effort to understand healthcare quality in an Iranian context. In-depth individual and focus group interviews were conducted with key healthcare stakeholders. Quality healthcare is defined as "consistently delighting the patient by providing efficacious, effective and efficient healthcare services according to the latest clinical guidelines and standards, which meet the patient's needs and satisfies providers". Healthcare quality definitions common to all stakeholders involve offering effective care that contributes to the patient well-being and satisfaction. This study helps us to understand quality healthcare, highlighting its complex nature, which has direct implications for healthcare providers who are encouraged to regularly monitor healthcare quality using the attributes identified in this study. Accordingly, they can initiate continuous quality improvement programmes to maintain high patient-satisfaction levels. This is the first time a comprehensive healthcare quality definition has been developed using various healthcare stakeholder perceptions and expectations.

  18. Experimental climate information services in support of risk management

    NASA Astrophysics Data System (ADS)

    Webb, R. S.; Pulwarty, R. S.; Davidson, M. A.; Shea, E. E.; Nierenberg, C.; Dole, R. M.

    2009-12-01

    Climate variability and change impact national and local economies and environments. Developing and communicating climate and climate impacts information to inform decision making requires an understanding of context, societal objectives, and identification of factors important to the management of risk. Information sensitive to changing baselines or extremes is a critical emergent need. Meeting this need requires timely production and delivery of useful climate data, information and knowledge within familiar pathways. We identify key attributes for a climate service , and the network and infrastructure to develop and coordinate the resulting services based on lessons learned in experimental implementations of climate services. "Service-type" activities already exist in many settings within federal, state, academic, and private sectors. The challenge for a climate service is to find effective implementation strategies for improving decision quality (not just meeting user needs). These strategies include upfront infrastructure investments, learning from event to event, coordinated innovation and diffusion, and highlighting common adaptation interests. Common to these strategies is the production of reliable and accessible data, analyses of emergent conditions and needs, and deliberative processes to identify appropriate entry points and uses for improved knowledge. Experimental climate services show that the development of well-structured paths among observations, projections, risk assessments and usable information requires sustained participation in “knowledge management systems” for early warning across temporal and spatial scales. Central to these systems is a collaborative framework between research and management to ensure anticipatory coordination between decision makers and information providers, allowing for emerging research findings and their attendant uncertainties to be considered. Early warnings in this context are not simply forecasts or

  19. Development of information intensive agrichemical management services in wisconsin

    NASA Astrophysics Data System (ADS)

    Wolf, Steven A.; Nowak, Peter J.

    1995-05-01

    This paper examines opportunities to improve the environmental and economic performance of cropping systems through intensified application of information in agrichemical management. Through intensified application of information, both net farm income and environmental quality may increase through more closely matching the specific needs of the crop with the type, timing, and volume of chemical inputs used in crop production. This study examines the current status and future prospect of agrichemical dealers offering information intensive agrichemical management services to producers. Agrichemical dealers are the focus of this study because: (1) farmers are perceived as ill-prepared to substantially upgrade the sophistication of their agrichemical management without off-farm support, and (2) dealers enjoy a close relationship with farmers, which potentially could be expanded to include a variety of information-based services. A mail survey was conducted of all agrichemical suppliers/applications in Wisconsin. The response rate was 76% (172 of 225). Substantial numbers of services were found to be offered by many dealers. The majority of these services were related to traditional yield-enhancement function. Services that have a greater potential to mitigate the negative environmental impacts of inefficient agrichemical use and have higher on-farm data requirements were found to be less widely offered by dealers. Analysis of constraints to further development of information-intensive services indicates that dealers offering significant numbers of services are concerned with constraints external to the dealership, while dealers offering relatively few services perceive internal constraints as most limiting. This relationship indicates that efforts to accelerate dealerships' development of information-intensive agrichemical management services should focus on specific constraints operating on targeted dealerships.

  20. The Wisconsin Small Business Development Center Information Service: A Model.

    ERIC Educational Resources Information Center

    Awe, Susan C.

    1986-01-01

    Presents the model of the Information Service of the Wisconsin Small Business Development Center Information Service, including the objectives and tasks necessary to develop an information service, and staffing and funding guidelines for the first two years. (EJS)

  1. Evaluation of poison information services provided by a new poison information center.

    PubMed

    Churi, Shobha; Abraham, Lovin; Ramesh, M; Narahari, M G

    2013-01-01

    The aim of this study is to assess the nature and quality of services provided by poison information center established at a tertiary-care teaching hospital, Mysore. This was a prospective observational study. The poison information center was officially established in September 2010 and began its functioning thereafter. The center is equipped with required resources and facility (e.g., text books, Poisindex, Drugdex, toll free telephone service, internet and online services) to provide poison information services. The poison information services provided by the center were recorded in documentation forms. The documentation form consists of numerous sections to collect information on: (a) Type of population (children, adult, elderly or pregnant) (b) poisoning agents (c) route of exposure (d) type of poisoning (intentional, accidental or environmental) (e) demographic details of patient (age, gender and bodyweight) (f) enquirer details (background, place of call and mode of request) (g) category and purpose of query and (h) details of provided service (information provided, mode of provision, time taken to provide information and references consulted). The nature and quality of poison information services provided was assessed using a quality assessment checklist developed in accordance with DSE/World Health Organization guidelines. Chi-Square test (χ(2)). A total of 419 queries were received by the center. A majority (n = 333; 79.5%) of the queries were asked by the doctors to provide optimal care (n = 400; 95.5%). Most of the queries were received during ward rounds (n = 201; 48.0%), followed by direct access (n = 147; 35.1%). The poison information services were predominantly provided through verbal communication (n = 352; 84.0%). Upon receipt of queries, the required service was provided immediately (n = 103; 24.6%) or within 10-20 min (n = 296; 70.6%). The queries were mainly related to intentional poisoning (n = 258; 64.5%), followed by accidental poisoning

  2. Quality improvement initiatives in a case management service: case study.

    PubMed

    Davies, Deborah J

    2015-01-01

    This article explores the importance of quality practices in underpinning the person-centred approach at a Community Options Program (COP) case management service in northern NSW. The NSW community care sector does not have a statutory excellence body to identify, promote and support improved practices and quality and safety across community services, and therefore the COP provider decided to establish a dedicated role to focus on the quality improvement of its service. The subsequent quality improvement initiatives have included mapping the clients' journey through the service, identifying areas to standardise practice, and creating service pathways. The clients' journey was used as the framework to identify where standardised practice was required, and a robust process was implemented to develop over 25 good practice guidelines and tools that addressed the variations in practice and enabled the service pathways to be developed. Prior to trialling the guidelines and tools, staff received education sessions on the anticipated changes to practice, and the practicality and applicability of the guidelines were evaluated at the end of the trials. This information was reviewed and the guidelines were amended accordingly before being rolled out. The guidelines have been in use for over 12 months and have provided the benchmark against which to audit practice, and have resulted in key performance improvements such as an increase in client review rates and a rise in the feedback response rate from clients, with a noticeable shift in the comments about the brokered support worker to acknowledging the role of their case manager. Formalising informal supports for those clients that lived alone also increased, which means these people are less reliant on services and there is a reduced risk of social isolation.

  3. Operationalisation of service quality in household waste collection.

    PubMed

    Schulte, Nico Alexander; Gellenbeck, Klaus; Nelles, Michael

    2017-04-01

    Since 2007, there has been intensive discussion at European and national levels concerning the standardisation of services including those in the sector of waste management. The drafts of the European standard prEN 16250 and the German preliminary standard DIN SPEC 1108 are intended to establish a uniform definition of corresponding services and their (minimum) service levels. Their binding application in practice requires that systematic inspections be provided to ascertain to what degree a service has been carried out as agreed upon. However, both standardisation projects give only a few examples of potential quality characteristics and offer no concrete information concerning methods of measurement. Because intersectoral or cross-service quality inspections do not exist, there is a need for the development of specific quality inspections. The study introduced in this article examines the question of how the service quality of door-to-door waste collection can be systematically measured. To this end, the quality concept applied to the process of waste collection was first concretised and then operationalised using indicators. Based upon this, the methods of the quality inspections were developed and subjected to a trial of their applicability in a German waste management company. The methods for measuring and evaluating take into account, in addition to the different boundary conditions of collection, also the possible customer influence on the collection process and consequently on the service performed by the collection crew. In order to avoid time- and therefore cost-intensive exhaustive surveys, a multilevel random-controlled selection of survey units was developed, too. Based on the analysis of the measurement data, it was possible to determine specific time requirement values for the regular performance of the data surveys, as well as minimum sample sizes as a function of the number of container locations of the waste collection tours. On the basis of this

  4. Information Quality, Its Dimension and the Basic Criteria for Assessing Information Quality

    NASA Astrophysics Data System (ADS)

    alá, Jana; Černá, Ľubica

    2012-12-01

    Poor quality of information in modern organizations depends on many aspects. As such the size and nature of the information, human factors, organizational culture, experience and skills as a manager and other team members, technology, but also the quality of inputs including, but not least, include data quality. Applying methodology of quality control help organizations create effective management of its information. The method of quality information control depends on all those aspects. The importance of the organization should be given to dispose of an optimum amount of information in the required quality and especially to share this information. Quality information is the key to the success of the project management, but also in many other areas. Understanding the mechanics of control information management and class is essential, but it is experience that distinguishes successful information quality managers.

  5. An Examination of Possible Relationships between Service Quality and Brand Equity in Online Higher Education

    ERIC Educational Resources Information Center

    Jarrell, Charles M.

    2012-01-01

    Researchers and marketers lack information about possible relationships between service quality and online brand equity in intangible and often undifferentiated service businesses. The services sector of the economy is large with 72% of the economic output and 80% of the workers in the United States in 2007. Within the services sector, Internet…

  6. An Examination of Possible Relationships between Service Quality and Brand Equity in Online Higher Education

    ERIC Educational Resources Information Center

    Jarrell, Charles M.

    2012-01-01

    Researchers and marketers lack information about possible relationships between service quality and online brand equity in intangible and often undifferentiated service businesses. The services sector of the economy is large with 72% of the economic output and 80% of the workers in the United States in 2007. Within the services sector, Internet…

  7. IODP Scientific Earth Drilling Information Service

    NASA Astrophysics Data System (ADS)

    Wallrabe-Adams, H.-J.; Diepenbroek, M.; Grobe, H.; Huber, R.; Schindler, U.; Collier, J.

    2012-04-01

    The Integrated Ocean Drilling Program (IODP) has set up a web-based information service (Scientific Earth Drilling Information Service, SEDIS, http://sedis.iodp.org), which integrates the data of the three IODP implementing organizations from the United States (USIO), Japan (CDEX) and Europe with Canada (ESO). The SEDIS portal provides information on ODP, DSDP and IODP expeditions, publications and data. Moreover, post-cruise data has been collected and published via the portal. A thesaurus supports information and data searches. Data sets can be downloaded as tab-delimited text files. SEDIS is also being prepared to include other IODP relevant scientific drilling data from terrestrial or lake drilling programs. The portal is designed to integrate available scientific data via metadata by employing international standards for metadata, data exchange and transfer.

  8. Quality effort decision in service supply chain with quality preference based on quantum game

    NASA Astrophysics Data System (ADS)

    Zhang, Cuihua; Xing, Peng; Wang, Jianwei

    2015-04-01

    Service quality preference behaviors of both members are considered in service supply chain (SSC) including a service integrator and a service provider with stochastic demand. Through analysis of service quality cost and revenue, the utility functions are established on service quality effort degree and service quality preference level in integrated and decentralized SSC. Nash equilibrium and quantum game are used to optimize the models. By comparing the different solutions, the optimal strategies are obtained in SSC with quality preference. Then some numerical examples are studied and the changing trend of service quality effort is further analyzed by the influence of the entanglement operator and quality preferences.

  9. Toward Machine Understanding of Information Quality.

    ERIC Educational Resources Information Center

    Tang, Rong; Ng, K. B.; Strzalkowski, Tomek; Kantor, Paul B.

    2003-01-01

    Reports preliminary results of a study to develop and automate new metrics for assessment of information quality in text documents, particularly in news. Through focus group studies, quality judgment experiments, and textual feature extraction and analysis, nine quality aspects were generated and applied in human assessments. Experiments were…

  10. Security for Information Technology Service Contracts

    DTIC Science & Technology

    1998-01-01

    Carnegie Mellon University Software Engineering Institute Security for Information Technology Service Contracts Julia Allen Gary Ford Barbara Fraser...copyright license under the clause at 52.227-7013. This document is available through Asset Source for Software Engineering Technology (ASSET): 1350 Earl...your systems information technology software that operates in support of the day-to-day business and operations of your organization Who should read

  11. Measuring Customer Satisfaction and Quality of Service in Special Libraries.

    ERIC Educational Resources Information Center

    White, Marilyn Domas; Abels, Eileen G.; Nitecki, Danuta

    This project tested the appropriateness of SERVQUAL (i.e., an instrument widely used in the service industry for assessing service quality based on repeated service encounters rather than a particular service encounter) to measure service quality in special libraries and developed a modified version for special libraries. SERVQUAL is based on an…

  12. Improving service quality in primary care.

    PubMed

    Kennedy, Denise M; Nordrum, Jon T; Edwards, Frederick D; Caselli, Richard J; Berry, Leonard L

    2015-01-01

    A framework for improving health care service quality was implemented at a 12-provider family medicine practice in 2010. A national patient satisfaction research vendor conducted weekly telephone surveys of 840 patients served by that practice: 280 patients served in 2009, and 560 served during 2010 and 2011. After the framework was implemented, the proportion of "excellent" ratings of provider service (the highest rating on a 5-point scale) increased by 5% to 9%, most notably thoroughness (P = .04), listening (P = .04), and explaining (P = .04). Other improvements included prompt test result notification and telephone staff courtesy (each by 10%, P = .02), as well as teamwork (by 8%, P = .04). Overall quality increased by 10% (P = .01), moving the practice from the 68th to the 91st percentile of medical practices in the research vendor's database. Improvements in patient satisfaction suggest that this framework may be useful in value-based payment models.

  13. Architectural quality criteria for hospital information systems.

    PubMed

    Brigl, Birgit; Hübner-Bloder, Gudrun; Wendt, Thomas; Haux, Reinhold; Winter, Alfred

    2005-01-01

    An important part of hospital information systems (HIS) evaluation is the quality assessment of its architecture, i.e. the structure of its IT infrastructure. Therefore, quantitative architectural quality criteria are needed. On the basis of relevant architectural components of a HIS defined by 3LGM2, the following quality criteria were defined: functional redundancy, functional under-saturation, functional correspondence, informational redundancy, degree of heterogeneity and degree of computer-support. These quality criteria were implemented as part of the 3LGM2 tool, a modelling tool to create 3LGM2 conformant HIS models. For every 3LGM2 model and its components the relevant quality criteria are automatically calculated and presented. The defined quality criteria can be used for several information management purposes. Nevertheless they are not intended to make absolute statements about the HIS quality. To ensure their expressiveness, complete and consistent underlying 3LGM2 models are needed.

  14. Architectural Quality Criteria for Hospital Information Systems

    PubMed Central

    Brigl, Birgit; Hübner-Bloder, Gudrun; Wendt, Thomas; Haux, Reinhold; Winter, Alfred

    2005-01-01

    An important part of hospital information systems (HIS) evaluation is the quality assessment of its architecture, i.e. the structure of its IT infrastructure. Therefore, quantitative architectural quality criteria are needed. On the basis of relevant architectural components of a HIS, as defined by 3LGM2, the following quality criteria were defined: functional redundancy, functional under-saturation, functional correspondence, informational redundancy, degree of heterogeneity and degree of computer-support. These quality criteria were implemented as part of the 3LGM2 tool: a modelling tool to create 3LGM2 conformant HIS models. For every 3LGM2 model and its corresponding components, the relevant quality criteria are automatically calculated and presented. The defined quality criteria can be used for several information management purposes. Nevertheless they are not intended to make absolute statements about the HIS quality. To ensure their expressiveness, complete and consistent underlying 3LGM2 models are needed. PMID:16779006

  15. Quantitative comparison of measurements of urgent care service quality.

    PubMed

    Qin, Hong; Prybutok, Victor; Prybutok, Gayle

    2016-01-01

    Service quality and patient satisfaction are essential to health care organization success. Parasuraman, Zeithaml, and Berry introduced SERVQUAL, a prominent service quality measure not yet applied to urgent care. We develop an instrument to measure perceived service quality and identify the determinants of patient satisfaction/ behavioral intentions. We examine the relationships among perceived service quality, patient satisfaction and behavioral intentions, and demonstrate that urgent care service quality is not equivalent using measures of perceptions only, differences of expectations minus perceptions, ratio of perceptions to expectations, and the log of the ratio. Perceptions provide the best measure of urgent care service quality.

  16. Intra-Library Science Information Service

    ERIC Educational Resources Information Center

    Pancake, Edwina H.

    1973-01-01

    The Science/Technology Information Center at the University of Virginia, Charlottesville, offers a new service to its science community. It provides a researcher with any materials not already located in his department library, regardless of format or location, at no charge. Operations, procedures, and costs are discussed. (4 references)…

  17. Reference Service in the Information Network.

    ERIC Educational Resources Information Center

    Bunge, Charles A.

    Reference service is defined as the mediation by a librarian between the need structures of users and the structures of information resources. The general process by which reference librarians accomplish this is outlined as including the phases of question clarification, question translation, search strategy formulation, search execution, delivery…

  18. Information and Referral Service, District Office Training.

    ERIC Educational Resources Information Center

    Health and Welfare Council of Central Maryland, Inc., Baltimore.

    Within a standard format the details of instruction and training in various areas (units) of information and referral (I and R) services are given for Social Security Administration workers. Each unit is specified by the following categories: objective, special consideration, background, presentation, participation, review, and examples. There are…

  19. Information Technology Services Support for Emergencies

    ERIC Educational Resources Information Center

    Spicer, Donald Z.

    2008-01-01

    For at least the last quarter century, enterprises--including higher education institutions--have increasingly relied on Information Technology Services (ITS) for business functions. As a result, IT organizations have had to develop the discipline of production operations as well as recovery procedures to respond when those operations are…

  20. Marketing Secondary Information Products and Services.

    ERIC Educational Resources Information Center

    King, Donald W.

    1982-01-01

    Discusses the components of marketing (i.e., consumer markets, product development, sales, advertising and promotion, packaging, distribution, pricing, and market research), how information products and services relate to those components, and the pricing of products from a bibliographic database. Two figures and a 17-item reference list are…

  1. Marketing Secondary Information Products and Services.

    ERIC Educational Resources Information Center

    King, Donald W.

    1982-01-01

    Discusses the components of marketing (i.e., consumer markets, product development, sales, advertising and promotion, packaging, distribution, pricing, and market research), how information products and services relate to those components, and the pricing of products from a bibliographic database. Two figures and a 17-item reference list are…

  2. The Dynamics of Information Search Services.

    ERIC Educational Resources Information Center

    Lindquist, Mats G.

    Computer-based information search services (ISSs) of the type that provide online literature searches are analyzed from a systems viewpoint using a continuous simulation model. The methodology applied is "system dynamics," and the system language is DYNAMO. The analysis reveals that the observed growth and stagnation of a typical ISS can…

  3. MaROS: Information Management Service

    NASA Technical Reports Server (NTRS)

    Allard, Daniel A.; Gladden, Roy E.; Wright, Jesse J.; Hy, Franklin H.; Rabideau, Gregg R.; Wallick, Michael N.

    2011-01-01

    This software is provided by the Mars Relay Operations Service (MaROS) task to a variety of Mars projects for the purpose of coordinating communications sessions between landed spacecraft assets and orbiting spacecraft assets at Mars. The Information Management Service centralizes a set of functions previously distributed across multiple spacecraft operations teams, and as such, greatly improves visibility into the end-to-end strategic coordination process. Most of the process revolves around the scheduling of communications sessions between the spacecraft during periods of time when a landed asset on Mars is geometrically visible by an orbiting spacecraft. These relay sessions are used to transfer data both to and from the landed asset via the orbiting asset on behalf of Earth-based spacecraft operators. This software component is an application process running as a Java virtual machine. The component provides all service interfaces via a Representational State Transfer (REST) protocol over https to external clients. There are two general interaction modes with the service: upload and download of data. For data upload, the service must execute logic specific to the upload data type and trigger any applicable calculations including pass delivery latencies and overflight conflicts. For data download, the software must retrieve and correlate requested information and deliver to the requesting client. The provision of this service enables several key advancements over legacy processes and systems. For one, this service represents the first time that end-to-end relay information is correlated into a single shared repository. The software also provides the first multimission latency calculator; previous latency calculations had been performed on a mission-by-mission basis.

  4. Video quality measure for mobile IPTV service

    NASA Astrophysics Data System (ADS)

    Kim, Wonjun; Kim, Changick

    2008-08-01

    Mobile IPTV is a multimedia service based on wireless networks with interactivity and mobility. Under mobile IPTV scenarios, people can watch various contents whenever they want and even deliver their request to service providers through the network. However, the frequent change of the wireless channel bandwidth may hinder the quality of service. In this paper, we propose an objective video quality measure (VQM) for mobile IPTV services, which is focused on the jitter measurement. Jitter is the result of frame repetition during the delay and one of the most severe impairments in the video transmission via mobile channels. We first employ YUV color space to compute the duration and occurrences of jitter and the motion activity. Then the VQM is modeled by the combination of these three factors and the result of subjective assessment. Since the proposed VQM is based on no-reference (NR) model, it can be applied for real-time applications. Experimental results show that the proposed VQM highly correlates to subjective evaluation.

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

    PubMed

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

    2017-02-13

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

  6. Total quality management: achieving service excellence.

    PubMed

    Adelson, R

    1997-01-01

    Total Quality Management (TQM) provides a philosophy and a method for organizational renewal and redesign. It is based on the principle that productive work is accomplished through processes. Improving these processes requires the office team to objectively measure performance, discover root causes of problems, take corrective action, determine the effect of these actions, and secure achievements. TQM is a technique that provides a series of steps and set of tools. Through staff involvement and a desire for quality improvement, organizations involved in total quality note the accompanying satisfaction in taking constructive action, improving patient relations, and achieving service excellence. In today's competitive delivery environment, implementation of TQM can result in more satisfied patients, higher staff morale, and a more effective office team.

  7. Service quality and clinical outcomes: an example from mental health rehabilitation services in England.

    PubMed

    Killaspy, Helen; Marston, Louise; Omar, Rumana Z; Green, Nicholas; Harrison, Isobel; Lean, Melanie; Holloway, Frank; Craig, Tom; Leavey, Gerard; King, Michael

    2013-01-01

    Current health policy assumes better quality services lead to better outcomes. To investigate the relationship between quality of mental health rehabilitation services in England, local deprivation, service user characteristics and clinical outcomes. Standardised tools were used to assess the quality of mental health rehabilitation units and service users' autonomy, quality of life, experiences of care and ratings of the therapeutic milieu. Multiple level modelling investigated relationships between service quality, service user characteristics and outcomes. A total of 52/60 (87%) National Health Service trusts participated, comprising 133 units and 739 service users. All aspects of service quality were positively associated with service users' autonomy, experiences of care and therapeutic milieu, but there was no association with quality of life. Quality of care is linked to better clinical outcomes in people with complex and longer-term mental health problems. Thus, investing in quality is likely to show real clinical gains.

  8. The Role of Information Professional in Selecting Vendor Services.

    ERIC Educational Resources Information Center

    Plosker, George R.; Christiani, Linnea J.

    1995-01-01

    Examines the role of information professionals in selecting vendor services within the context of the theme "the future of information services." Reviews options information professionals have in terms of selecting vendor services; evaluates professional services, end-user services, and vendor support; and provides an historical…

  9. E-Services quality assessment framework for collaborative networks

    NASA Astrophysics Data System (ADS)

    Stegaru, Georgiana; Danila, Cristian; Sacala, Ioan Stefan; Moisescu, Mihnea; Mihai Stanescu, Aurelian

    2015-08-01

    In a globalised networked economy, collaborative networks (CNs) are formed to take advantage of new business opportunities. Collaboration involves shared resources and capabilities, such as e-Services that can be dynamically composed to automate CN participants' business processes. Quality is essential for the success of business process automation. Current approaches mostly focus on quality of service (QoS)-based service selection and ranking algorithms, overlooking the process of service composition which requires interoperable, adaptable and secure e-Services to ensure seamless collaboration, data confidentiality and integrity. Lack of assessment of these quality attributes can result in e-Service composition failure. The quality of e-Service composition relies on the quality of each e-Service and on the quality of the composition process. Therefore, there is the need for a framework that addresses quality from both views: product and process. We propose a quality of e-Service composition (QoESC) framework for quality assessment of e-Service composition for CNs which comprises of a quality model for e-Service evaluation and guidelines for quality of e-Service composition process. We implemented a prototype considering a simplified telemedicine use case which involves a CN in e-Healthcare domain. To validate the proposed quality-driven framework, we analysed service composition reliability with and without using the proposed framework.

  10. Optimizing medical data quality based on multiagent web service framework.

    PubMed

    Wu, Ching-Seh; Khoury, Ibrahim; Shah, Hemant

    2012-07-01

    One of the most important issues in e-healthcare information systems is to optimize the medical data quality extracted from distributed and heterogeneous environments, which can extremely improve diagnostic and treatment decision making. This paper proposes a multiagent web service framework based on service-oriented architecture for the optimization of medical data quality in the e-healthcare information system. Based on the design of the multiagent web service framework, an evolutionary algorithm (EA) for the dynamic optimization of the medical data quality is proposed. The framework consists of two main components; first, an EA will be used to dynamically optimize the composition of medical processes into optimal task sequence according to specific quality attributes. Second, a multiagent framework will be proposed to discover, monitor, and report any inconstancy between the optimized task sequence and the actual medical records. To demonstrate the proposed framework, experimental results for a breast cancer case study are provided. Furthermore, to show the unique performance of our algorithm, a comparison with other works in the literature review will be presented.

  11. CORBA security services for health information systems.

    PubMed

    Blobel, B; Holena, M

    1998-01-01

    The structure of healthcare systems in developed countries is changing to 'shared care', enforced by economic constraints and caused by a change in the basic conditions of care. That development results in co-operative health information systems across the boundaries of organisational, technological, and policy domains. Increasingly, these distributed and, as far as their domains are concerned, heterogeneous systems are based on middleware approaches, such as CORBA. Regarding the sensitivity of personal and medical data, such open, distributed, and heterogeneous health information systems require a high level of data protection and data security, both with respect to patient information and with respect to users. This paper, relying on experience gained through our activities in CORBAmed, describes the possibilities the CORBA middleware provides to achieve application and communication security. On the background of the overall CORBA architecture, it outlines the different security services previewed in the adopted CORBA specifications which are discussed in the context of the security requirements of healthcare information systems. Security services required in the healthcare domain but not available at the moment are mentioned. A solution is proposed, which on the one hand allows to make use of the available CORBA security services and additional ones, on the other hand remains open to other middleware approaches, such as DHE or HL7.

  12. Location-based health information services: a new paradigm in personalised information delivery.

    PubMed

    Boulos, Maged N Kamel

    2003-01-10

    Brute health information delivery to various devices can be easily achieved these days, making health information instantly available whenever it is needed and nearly anywhere. However, brute health information delivery risks overloading users with unnecessary information that does not answer their actual needs, and might even act as noise, masking any other useful and relevant information delivered with it. Users' profiles and needs are definitely affected by where they are, and this should be taken into consideration when personalising and delivering information to users in different locations. The main goal of location-based health information services is to allow better presentation of the distribution of health and healthcare needs and Internet resources answering them across a geographical area, with the aim to provide users with better support for informed decision-making. Personalised information delivery requires the acquisition of high quality metadata about not only information resources, but also information service users, their geographical location and their devices. Throughout this review, experience from a related online health information service, HealthCyberMap http://healthcybermap.semanticweb.org/, is referred to as a model that can be easily adapted to other similar services. HealthCyberMap is a Web-based directory service of medical/health Internet resources exploring new means to organise and present these resources based on consumer and provider locations, as well as the geographical coverage or scope of indexed resources. The paper also provides a concise review of location-based services, technologies for detecting user location (including IP geolocation), and their potential applications in health and healthcare.

  13. An Information Service Model for Remote Sensing Emergency Services

    NASA Astrophysics Data System (ADS)

    Zhang, Z.; Zhao, S.; Li, X.; Cong, D.; Sun, D.

    2017-09-01

    This paper presents a method on the semantic access environment, which can solve the problem about how to identify the correct natural disaster emergency knowledge and return to the demanders. The study data is natural disaster knowledge text set. Firstly, based on the remote sensing emergency knowledge database, we utilize the sematic network to extract the key words in the input documents dataset. Then, using the semantic analysis based on words segmentation and PLSA, to establish the sematic access environment to identify the requirement of users and match the emergency knowledge in the database. Finally, the user preference model was established, which could help the system to return the corresponding information to the different users. The results indicate that semantic analysis can dispose the natural disaster knowledge effectively, which will realize diversified information service, enhance the precision of information retrieval and satisfy the requirement of users.

  14. Optimizing quality, service, and cost through innovation.

    PubMed

    Walker, Kathleen; Allen, Jennifer; Andrews, Richard

    2011-01-01

    With dramatic increases in health care costs and growing concerns about the quality of health care services, nurse executives are seeking ways to transform their organizations to improve operational and financial performance while enhancing quality care and patient safety. Nurse leaders are challenged to meet new cost, quality and service imperatives, and change cannot be achieved by traditional approaches, it must occur through innovation. Imagine an organization that can mitigate a $56 million loss in revenue and claim the following successes: Increase admissions by a 8 day and a $5.5 million annualized increase by repurposing existing space. Decrease emergency department holding hours by an average of 174 hours a day, with a labor savings of $502,000 annually. Reduce overall inpatient length of stay by 0.5 day with total compensation running $4.2 million less than the budget for first quarter of 2010. Grow emergency department volume 272 visits greater than budgeted for first quarter of 2010. Complete admission assessments and diagnostics in 90 minutes. This article will address how these outcomes were achieved by transforming care delivery, creating a patient transition center, enhancing outreach referrals, and revising admission processes through collaboration and innovation.

  15. Asynchronous Transfer Mode Quality-of-Service Testing

    NASA Technical Reports Server (NTRS)

    Ivancic, William D.

    1998-01-01

    In support of satellite-ATM interoperability, researchers at the NASA Lewis Research Center performed asynchronous transfer mode (ATM) quality-of-service experiments using MPEG-2 (ATM application layer 5, AAL5) over ATM over an emulated satellite link. The purpose of these experiments was to determine the free-space link quality necessary to use the ATM protocol to transmit high-quality multimedia information. The experimental results have been submitted to various International Telecommunications Union (ITU) study groups in order to improve and modify current standards and recommendations for the telecommunications industry. Quality-of-service parameters for Class I, stringent class requirements for ITU-T I.356 are currently being debated. The experimental results presented will help to establish these quality-of-service thresholds. This material will also be useful in the development of the ITU-R WP-4B's Draft Preliminary New Recommendation on the Transmission of Asynchronous Transfer Mode Traffic via Satellite (Rec. S.atm).

  16. Measuring Service Quality in the Networked Environment: Approaches and Considerations.

    ERIC Educational Resources Information Center

    Bertot, John Carlo

    2001-01-01

    This article offers a number of statistics and performance measures that libraries may find useful in determining the overall quality of their network-based services; identifies a number of service quality criteria; and provides a framework to assist librarians in selecting statistics and performance measures based on service quality criteria.…

  17. Service Quality in Higher Education Using an Enhanced SERVQUAL Approach

    ERIC Educational Resources Information Center

    Tan, Kay C.; Kek, Sei W.

    2004-01-01

    Customer service and quality are driving forces in the business community. As higher educational institutions tussle for competitive advantage and high service quality, the evaluation of educational service quality is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation. This…

  18. Service Quality in Higher Education Using an Enhanced SERVQUAL Approach

    ERIC Educational Resources Information Center

    Tan, Kay C.; Kek, Sei W.

    2004-01-01

    Customer service and quality are driving forces in the business community. As higher educational institutions tussle for competitive advantage and high service quality, the evaluation of educational service quality is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation. This…

  19. The Government Information Locator Service (GILS)

    USGS Publications Warehouse

    Christian, E.

    1996-01-01

    In coordination with the Information Infrastructure Task Force (IITF), the Office of Management and Budget (OMB) is promoting the establishment of an agency-based Government Information Locator Service (GILS) to help the public locate and access information throughout the Federal Government. This report presents a vision of how GILS will be implemented. Working primarily with OMB and the Locator Subgroup of the Interagency Working Group on Public Access, Eliot Christian of the US Geological Survey prepared this report under the auspices of the IITF Committee on Information Policy. This vision of GILS has also received extensive review by various Federal agencies and other interested parties, including some non-Federal organizations and by the general public through notices in both the Federal Register and the Commerce Business Daily and at a public meeting held in December, 1993. As part of the Federal role in the National Information Infrastructure, GILS will identify and describe information resources throughout the Federal government, and provide assistance in obtaining the information. It will be decentralized and will supplement other agency and commercial information dissemination mechanisms. The public will use GILS directly or through intermediaries, such as the Government Printing Office, the National Technical Information Service, the Federal depository libraries, other public libraries, and private sector information services. Direct users will have access to a GILS Core accessible on the Internet without charge. Intermediate access may include kiosks, "800 numbers", electronic mail, bulletin boards, fax, and off-line media such as floppy disks, CD-ROM, and printed works. GILS will use standard network technology and the American National Standards Institute Z39.50 standard for information search and retrieval so that information can be retrieved in a variety of ways. Direct users will eventually have access to many other Federal and non

  20. FSO and quality of service software prediction

    NASA Astrophysics Data System (ADS)

    Bouchet, O.; Marquis, T.; Chabane, M.; Alnaboulsi, M.; Sizun, H.

    2005-08-01

    Free-space optical (FSO) communication links constitute an alternative option to radio relay links and to optical cables facing growth needs in high-speed telecommunications (abundance of unregulated bandwidth, rapid installation, availability of low-cost optical components offering a high data rate, etc). Their operationalisation requires a good knowledge of the atmospheric effects which can negatively affect role propagation and the availability of the link, and thus to the quality of service (QoS). Better control of these phenomena will allow for the evaluation of system performance and thus assist with improving reliability. The aim of this paper is to compare the behavior of a FSO link located in south of France (Toulouse: with the following parameters: around 270 meters (0.2 mile) long, 34 Mbps data rate, 850 nm wavelength and PDH frame) with airport meteorological data. The second aim of the paper is to assess in-house FSO quality of service prediction software, through comparing simulations with the optical link data and the weather data. The analysis uses in-house software FSO quality of service prediction software ("FSO Prediction") developed by France Telecom Research & Development, which integrates news fog fading equations (compare to Kim & al.) and includes multiple effects (geometrical attenuation, atmospheric fading, rain, snow, scintillation and refraction attenuation due to atmospheric turbulence, optical mispointing attenuation). The FSO link field trial, intended to enable the demonstration and evaluation of these different effects, is described; and preliminary results of the field trial, from December 2004 to May 2005, are then presented.

  1. Realizing the Potential of Information Resources: Information, Technology, and Services. Track 4: Rethinking User Services.

    ERIC Educational Resources Information Center

    CAUSE, Boulder, CO.

    Six papers and two abstracts of papers are presented from the 1995 CAUSE conference track on user services issues faced by managers of information technology at colleges and universities. The papers include: (1) "Academic Computing Services: MORE than a Utility" (Scott Bierman and Cathy Smith), which focuses on Carleton College's efforts…

  2. Technological developments and approaches to improving service quality.

    PubMed

    Blumberg, M R

    1999-01-01

    In summary, major paradigm shifts in the health care industry are altering the way technology is maintained and supported. Service organizations are now responsible for maintaining a broader base of technology within the health care delivery network and must to this on an extremely rapid, efficient, and productive basis. A number of new technologies are coming on-line, which can allow a health care technology service organization to experience significant improvements in profitability, efficiency, and productivity. To realize maximum benefit from these technologies, service organizations may find themselves re-engineering their service processes. The author believes that this is a requirement for many service organizations, regardless of whether new technology is implemented. The traditional approaches to service delivery are ineffective in managing the new structural realities and service requirements of today's health care environment. New strategies and tactics are required for ensuring that these requirements are met. These approaches will no doubt improve the overall quality, productivity, and efficiency of service and are based on best practices utilized by leading OEMs and ISOs in the medical electronics and other high technology service industry such as information technology and telecommunications, where the service organization is responsible for supporting a broad array of the technology over a large geography with a densely populated installed base, not unlike the typical health care delivery service environment. Once operational improvements are made, a service organization can take advantage of the productivity and efficiency gains brought on by new technology. Organizations interested in doing so are urged to thoroughly research the current state-of-the-art and best practices, because there are numerous systems currently available off-the-shelf. The author believes that new technology will be a basic requirement for competing in the health care

  3. Advanced information processing system: Local system services

    NASA Technical Reports Server (NTRS)

    Burkhardt, Laura; Alger, Linda; Whittredge, Roy; Stasiowski, Peter

    1989-01-01

    The Advanced Information Processing System (AIPS) is a multi-computer architecture composed of hardware and software building blocks that can be configured to meet a broad range of application requirements. The hardware building blocks are fault-tolerant, general-purpose computers, fault-and damage-tolerant networks (both computer and input/output), and interfaces between the networks and the computers. The software building blocks are the major software functions: local system services, input/output, system services, inter-computer system services, and the system manager. The foundation of the local system services is an operating system with the functions required for a traditional real-time multi-tasking computer, such as task scheduling, inter-task communication, memory management, interrupt handling, and time maintenance. Resting on this foundation are the redundancy management functions necessary in a redundant computer and the status reporting functions required for an operator interface. The functional requirements, functional design and detailed specifications for all the local system services are documented.

  4. Identifying key hospital service quality factors in online health communities.

    PubMed

    Jung, Yuchul; Hur, Cinyoung; Jung, Dain; Kim, Minki

    2015-04-07

    The volume of health-related user-created content, especially hospital-related questions and answers in online health communities, has rapidly increased. Patients and caregivers participate in online community activities to share their experiences, exchange information, and ask about recommended or discredited hospitals. However, there is little research on how to identify hospital service quality automatically from the online communities. In the past, in-depth analysis of hospitals has used random sampling surveys. However, such surveys are becoming impractical owing to the rapidly increasing volume of online data and the diverse analysis requirements of related stakeholders. As a solution for utilizing large-scale health-related information, we propose a novel approach to identify hospital service quality factors and overtime trends automatically from online health communities, especially hospital-related questions and answers. We defined social media-based key quality factors for hospitals. In addition, we developed text mining techniques to detect such factors that frequently occur in online health communities. After detecting these factors that represent qualitative aspects of hospitals, we applied a sentiment analysis to recognize the types of recommendations in messages posted within online health communities. Korea's two biggest online portals were used to test the effectiveness of detection of social media-based key quality factors for hospitals. To evaluate the proposed text mining techniques, we performed manual evaluations on the extraction and classification results, such as hospital name, service quality factors, and recommendation types using a random sample of messages (ie, 5.44% (9450/173,748) of the total messages). Service quality factor detection and hospital name extraction achieved average F1 scores of 91% and 78%, respectively. In terms of recommendation classification, performance (ie, precision) is 78% on average. Extraction and

  5. Identifying Key Hospital Service Quality Factors in Online Health Communities

    PubMed Central

    Jung, Yuchul; Hur, Cinyoung; Jung, Dain

    2015-01-01

    Background The volume of health-related user-created content, especially hospital-related questions and answers in online health communities, has rapidly increased. Patients and caregivers participate in online community activities to share their experiences, exchange information, and ask about recommended or discredited hospitals. However, there is little research on how to identify hospital service quality automatically from the online communities. In the past, in-depth analysis of hospitals has used random sampling surveys. However, such surveys are becoming impractical owing to the rapidly increasing volume of online data and the diverse analysis requirements of related stakeholders. Objective As a solution for utilizing large-scale health-related information, we propose a novel approach to identify hospital service quality factors and overtime trends automatically from online health communities, especially hospital-related questions and answers. Methods We defined social media–based key quality factors for hospitals. In addition, we developed text mining techniques to detect such factors that frequently occur in online health communities. After detecting these factors that represent qualitative aspects of hospitals, we applied a sentiment analysis to recognize the types of recommendations in messages posted within online health communities. Korea’s two biggest online portals were used to test the effectiveness of detection of social media–based key quality factors for hospitals. Results To evaluate the proposed text mining techniques, we performed manual evaluations on the extraction and classification results, such as hospital name, service quality factors, and recommendation types using a random sample of messages (ie, 5.44% (9450/173,748) of the total messages). Service quality factor detection and hospital name extraction achieved average F1 scores of 91% and 78%, respectively. In terms of recommendation classification, performance (ie, precision) is

  6. Information logistics: A production-line approach to information services

    NASA Technical Reports Server (NTRS)

    Adams, Dennis; Lee, Chee-Seng

    1991-01-01

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

  7. Organizational determinants of service quality in nursing homes.

    PubMed

    Steffen, T M; Nystrom, P C

    1997-01-01

    This study analyzed four prominent organizational factors thought to influence service quality in nursing homes. Perceptions of service quality were collected from over 400 family members who regularly visited residents in 41 nursing homes. Service quality was measured along five dimensions identified by marketing research on customers in service industries. These five dimensions were responsiveness, reliability, assurance, empathy, and tangibles. Perceptions of service quality exhibited significant associations with each of the four organizational factors: ownership, funding mix, facility size, and nurse staffing. Implications for health services administration are discussed.

  8. Healthcare delivery systems: designing quality into health information systems.

    PubMed

    Joyce, Phil; Green, Rosamund; Winch, Graham

    2007-01-01

    To ensure that quality is 'engineered in' a holistic, integrated and quality approach is required, and Total Quality Management (TQM) principles are the obvious foundations for this. This paper describes a novel approach to viewing the operations of a healthcare provider where electronic means could be used to distribute information (including electronic fund settlements), building around the Full Service Provider core. Specifically, an approach called the "triple pair flow" model is used to provide a view of healthcare delivery that is integrated, yet detailed, and that combines the strategic enterprise view with a business process view.

  9. 76 FR 71934 - Information Collection; Direct Loan Servicing-Special

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-21

    ... Farm Service Agency Information Collection; Direct Loan Servicing--Special AGENCY: Farm Service Agency... organizations on a revision of a currently approved information collection that supports Direct Loan Servicing... requests for disaster set-aside, primary loan servicing, buyout at market value, and homestead...

  10. 78 FR 14822 - Proposed Information Collection; National Park Service Concessions

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-03-07

    ... National Park Service Proposed Information Collection; National Park Service Concessions AGENCY: National Park Service, Interior. ACTION: Notice; request for comments. SUMMARY: We (National Park Service, NPS... Madonna L. Baucum, Information Collection Clearance Officer, National Park Service, 1201 I Street NW., MS...

  11. The Information Quality Triangle: a methodology to assess clinical information quality.

    PubMed

    Choquet, Rémy; Qouiyd, Samiha; Ouagne, David; Pasche, Emilie; Daniel, Christel; Boussaïd, Omar; Jaulent, Marie-Christine

    2010-01-01

    Building qualitative clinical decision support or monitoring based on information stored in clinical information (or EHR) systems cannot be done without assessing and controlling information quality. Numerous works have introduced methods and measures to qualify and enhance data, information models and terminologies quality. This paper introduces an approach based on an Information Quality Triangle that aims at providing a generic framework to help in characterizing quality measures and methods in the context of the integration of EHR data in a clinical datawarehouse. We have successfully experimented the proposed approach at the HEGP hospital in France, as part of the DebugIT EU FP7 project.

  12. Information Technology in Complex Health Services

    PubMed Central

    Southon, Frank Charles Gray; Sauer, Chris; Dampney, Christopher Noel Grant (Kit)

    1997-01-01

    Abstract Objective: To identify impediments to the successful transfer and implementation of packaged information systems through large, divisionalized health services. Design: A case analysis of the failure of an implementation of a critical application in the Public Health System of the State of New South Wales, Australia, was carried out. This application had been proven in the United States environment. Measurements: Interviews involving over 60 staff at all levels of the service were undertaken by a team of three. The interviews were recorded and analyzed for key themes, and the results were shared and compared to enable a continuing critical assessment. Results: Two components of the transfer of the system were considered: the transfer from a different environment, and the diffusion throughout a large, divisionalized organization. The analyses were based on the Scott-Morton organizational fit framework. In relation to the first, it was found that there was a lack of fit in the business environments and strategies, organizational structures and strategy-structure pairing as well as the management process-roles pairing. The diffusion process experienced problems because of the lack of fit in the strategy-structure, strategy-structure-management processes, and strategy-structure-role relationships. Conclusion: The large-scale developments of integrated health services present great challenges to the efficient and reliable implementation of information technology, especially in large, divisionalized organizations. There is a need to take a more sophisticated approach to understanding the complexities of organizational factors than has traditionally been the case. PMID:9067877

  13. Evaluation of a clinical genetics service--a quality initiative.

    PubMed

    Elliott, Alison M; Chodirker, Bernard N; Bocangel, Patricia; Mhanni, Aizeddin A

    2014-10-01

    Paper-based surveys are an effective means of evaluating the quality of a clinical service. As part of ongoing quality improvement initiatives within our Genetics Program, new patients were invited to participate in a paper-based survey. Issues related to the quality of counseling based on educational/informational aspects (e.g. whether testing was explained fully, testing options, the meaning of normal/abnormal testing), competency, respect and nondirectiveness of counseling in addition to clinical environment/setting were evaluated. Data related to demographics, discipline seen within the program and whether the patient was seen by a physician or genetic counselor were also captured. Five hundred questionnaires were distributed. One hundred and forty-seven questionnaires were returned, with a response rate of 29.4 %. The majority of patients seen were prenatal (pregnant) patients and comprised a heterogeneous group including those seen for advanced maternal age and abnormal maternal serum screening. Overall, 98.6 % of respondents felt their appointment in genetics was a positive experience. Issues related to confidentiality, pros and cons of testing, meaning of an abnormal test result and time allotted for decision making were significantly different in some disciplines between genetic counselor and geneticist. However, when controlling for referral indication, these differences lost significance with the exception of issues relating to confidentiality and perceived time allotted to organize thoughts and questions. This survey provided valuable information to allow for improvement in the quality of the provision of service.

  14. Service quality in community pharmacy: an exploration of determinants.

    PubMed

    White, Lesley; Klinner, Christiane

    2012-01-01

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

  15. Improving European Wildfire Emergency Information Services

    NASA Astrophysics Data System (ADS)

    Bielski, Conrad; Whitmore, Ceri; O'Brien, Victoria; Zeug, Gunter; Kalas, Milan; Porras, Ignasi; Solé, Josep Maria; Gálvez, Pedro; Navarro, Maria; Nurmi, Pertti; Kilpinen, Juha; Ylinen, Kaisa; Furllanelo, Cesare; Maggio, Valerio; Alikadic, Azra; Dolci, Claudia

    2017-04-01

    European wildfires are a seasonal natural hazard that many regions must battle regularly. However, as European urbanization continues to encroach on natural areas and the climate changes it is likely that the frequency of wildfires will increase likewise the number of areas prone to wildfires. It is therefore paramount not only to increase public awareness of this natural hazard but also to be prepared by improving wildfire hazard forecasting, monitoring, and mapping. As part of the H2020 funded project entitled Improving Resilience to Emergencies through Advanced Cyber Technologies: I-REACT (Grant Agreement #700256) , there is a task with the goal to develop models and implement technologies to improve the support around the entire emergency management cycle with respect to wildfire hazards. Based on operational weather forecasts, pan-European geospatial data as well as regularly acquired Earth Observation imagery through the Copernicus program, and other sources of information such as social media channels a European wildfire service is being developed. This will be achieved by improving on the successes of the European Forest Fire Information Service (EFFIS) and the guidance of emergency managers experienced in wildfire hazards. Part of the research will be to reduce the number of false alarms. However, once a wildfire has been identified, the system focuses on the disaster region to provide situational information to the decision makers applying state-of-the-art approaches to improve disaster response. Post-wildfire information will continue to be produced for damage and recovery assessments. Ultimately, I-REACT expects to reduce wildfire costs to life, property and livelihood. This work will improve wildfire disaster emergency management through the development and integration of new data and technologies respectively as well as the knowledge from emergency managers who not only understand the hazard itself but also can provide insights into the information

  16. WaterQualityWatch and water-quality information bookmark

    USGS Publications Warehouse

    Wilde, Franceska D.

    2014-01-01

    WaterQualityWatch is an online resource of the U.S. Geological Survey (USGS) that provides access to continuous real-time measurements of water temperature, specific electrical conductance, pH, dissolved oxygen, turbidity, and nitrate at selected data-collection stations throughout the Nation. Additional online resources of the USGS that pertain to various types of water-quality information are shown on the reverse side of this bookmark.

  17. A computer-supported information system for forensic services.

    PubMed

    Petrila, J P; Hedlund, J L

    1983-05-01

    Recently many state departments of mental health have decentralized their forensic services programs. This trend has increased administrative needs for accurate, easily accessible information on the forensic services' caseload. The Missouri Department of Mental Health and the Missouri Institute of Psychiatry have developed and implemented a computer-supported system that provides data on the number of cases referred by criminal courts, the questions asked by the courts, the clinical answers to those questions, and demographic information about the evaluated population. The system is a part of the department's other computer systems so that forensic clients may be tracked through various mental health facilities. Mental health administrators may use the system to monitor department policies, ensure appropriate allocation of resources, and improve the quality of forensic reports.

  18. Comparing public and private hospital care service quality.

    PubMed

    Camilleri, D; O'Callaghan, M

    1998-01-01

    The study applies the principles behind the SERVQUAL model and uses Donabedian's framework to compare and contrast Malta's public and private hospital care service quality. Through the identification of 16 service quality indicators and the use of a Likert-type scale, two questionnaires were developed. The first questionnaire measured patient pre-admission expectations for public and private hospital service quality (in respect of one another). It also determined the weighted importance given to the different service quality indicators. The second questionnaire measured patient perceptions of provided service quality. Results showed that private hospitals are expected to offer a higher quality service, particularly in the "hotel services", but it was the public sector that was exceeding its patients' expectations by the wider margin. A number of implications for public and private hospital management and policy makers were identified.

  19. Library & Information Services: an Astronomer's Wishlist

    NASA Astrophysics Data System (ADS)

    Andernach, Heinz

    I review some of the past and current methods for retrieval of literature and other published information, excluding commercial services. Much of this is a personal view and based on experience made at various institutions, some of them neither with an adequately complete astronomy library, nor with a professional astronomy librarian. Rather than describing current retrieval methods, a few of their weaknesses are identified which merit future improval. Despite the availability of powerful electronic tools, we need to improve efforts in safeguarding published numerical and textual information in a format readily usable by astronomers. Comments are made on a user-friendly arrangement of a library, and on useful tasks for librarians with available time.

  20. Asan medical information system for healthcare quality improvement.

    PubMed

    Ryu, Hyeon Jeong; Kim, Woo Sung; Lee, Jae Ho; Min, Sung Woo; Kim, Sun Ja; Lee, Yong Su; Lee, Young Ha; Nam, Sang Woo; Eo, Gi Seung; Seo, Sook Gyoung; Nam, Mi Hyun

    2010-09-01

    This purpose of this paper is to introduce the status of the Asan Medical Center (AMC) medical information system with respect to healthcare quality improvement. Asan Medical Information System (AMIS) is projected to become a completely electronic and digital information hospital. AMIS has played a role in improving the health care quality based on the following measures: safety, effectiveness, patient-centeredness, timeliness, efficiency, privacy, and security. AMIS CONSISTED OF SEVERAL DISTINCTIVE SYSTEMS: order communication system, electronic medical record, picture archiving communication system, clinical research information system, data warehouse, enterprise resource planning, IT service management system, and disaster recovery system. The most distinctive features of AMIS were the high alert-medication recognition & management system, the integrated and severity stratified alert system, the integrated patient monitoring system, the perioperative diabetic care monitoring and support system, and the clinical indicator management system. AMIS provides IT services for AMC, 7 affiliated hospitals and over 5,000 partners clinics, and was developed to improve healthcare services. The current challenge of AMIS is standard and interoperability. A global health IT strategy is needed to get through the current challenges and to provide new services as needed.

  1. Asan Medical Information System for Healthcare Quality Improvement

    PubMed Central

    Ryu, Hyeon Jeong; Kim, Woo Sung; Min, Sung Woo; Kim, Sun Ja; Lee, Yong Su; Lee, Young Ha; Nam, Sang Woo; Eo, Gi Seung; Seo, Sook Gyoung; Nam, Mi Hyun

    2010-01-01

    Objectives This purpose of this paper is to introduce the status of the Asan Medical Center (AMC) medical information system with respect to healthcare quality improvement. Methods Asan Medical Information System (AMIS) is projected to become a completely electronic and digital information hospital. AMIS has played a role in improving the health care quality based on the following measures: safety, effectiveness, patient-centeredness, timeliness, efficiency, privacy, and security. Results AMIS consisted of several distinctive systems: order communication system, electronic medical record, picture archiving communication system, clinical research information system, data warehouse, enterprise resource planning, IT service management system, and disaster recovery system. The most distinctive features of AMIS were the high alert-medication recognition & management system, the integrated and severity stratified alert system, the integrated patient monitoring system, the perioperative diabetic care monitoring and support system, and the clinical indicator management system. Conclusions AMIS provides IT services for AMC, 7 affiliated hospitals and over 5,000 partners clinics, and was developed to improve healthcare services. The current challenge of AMIS is standard and interoperability. A global health IT strategy is needed to get through the current challenges and to provide new services as needed. PMID:21818439

  2. Comparing Alternative Instruments to Measure Service Quality in Higher Education

    ERIC Educational Resources Information Center

    Brochado, Ana

    2009-01-01

    Purpose: The purpose of this paper is to examine the performance of five alternative measures of service quality in the high education sector--service quality (SERVQUAL), importance-weighted SERVQUAL, service performance (SERVPERF), importance-weighted SERVPERF, and higher education performance (HEdPERF). Design/methodology/approach: Data were…

  3. Comparing Alternative Instruments to Measure Service Quality in Higher Education

    ERIC Educational Resources Information Center

    Brochado, Ana

    2009-01-01

    Purpose: The purpose of this paper is to examine the performance of five alternative measures of service quality in the high education sector--service quality (SERVQUAL), importance-weighted SERVQUAL, service performance (SERVPERF), importance-weighted SERVPERF, and higher education performance (HEdPERF). Design/methodology/approach: Data were…

  4. Cultural values and health service quality in China.

    PubMed

    Polsa, Pia; Fuxiang, Wei; Sääksjärvi, Maria; Shuyuan, Pei

    2013-01-01

    Several service quality studies show how cultural features may influence the way service quality is perceived. However, few studies specifically describe culture's influence on health service quality. Also, there are few studies that take into account patients' health service quality perceptions. This article seeks to present a first step to fill these gaps by examining patients' cultural values and their health service quality assessments. The study draws on published work and applies its ideas to Chinese healthcare settings. Data consist of hospital service perceptions in the People's Republic of China (PRC), a society that is socially, economically and culturally undergoing major changes. In total, 96 patients were surveyed. Data relationships were tested using partial least square (PLS) analysis. Findings show that Chinese patients' cultural values and their health service assessments are related and that the cultural values themselves seem to be changing. Additionally, further analyses provided interesting results pointing to which cultural values influenced service quality perceptions. The strongest service quality predictor was power distance. The sample is relatively small and collected from only one major hospital in China. Therefore, future research should extend the sample size and scope. Follow-up research could also include cross-cultural investigations of perceived health service quality to substantiate cultural influences on health service quality perceptions. In line with similar research in other contexts, the study confirms that power distance has a significant relationship with service quality perceptions. The study contributes to existing health service literature by offering patients' views on health service quality and by describing relationships between health service perceptions and cultural values--the study's main contribution.

  5. Perinatal information systems for quality improvement: visions for today.

    PubMed

    Slagle, T A

    1999-01-01

    Today clinical information is used for a multitude of purposes beyond patient care documentation including quality review and improvement processes, allocation of resources, budgetary and long-term planning, productivity measurement, and justification to payers for services provided. Providers in perinatal medicine are faced with the challenge of finding methods to meet these information needs. Case examples of the different approaches to collecting and using obstetric and neonatal information are described. The role of computer-based patient records is outlined and solutions available to perinatal medicine are reviewed.

  6. An Empirical Study of State University Students' Perceived Service Quality

    ERIC Educational Resources Information Center

    Sumaedi, Sik; Bakti, Gede Mahatma Yuda; Metasari, Nur

    2012-01-01

    Purpose: This paper aims to identify: university students' perceived service quality dimensions; the dimensions contributing most towards overall students' perceived service quality; and whether there is a difference in perceived quality level of each dimension based on students' year of study and gender in the context of undergraduate students of…

  7. Food and Nutrition Services Quality Control Management Program.

    ERIC Educational Resources Information Center

    Wimsatt-Fraim, Teresa S.

    A program was conducted to improve the quality of food service through the training of 44 food and nutrition service employees in a 200-bed hospital. A 12-week quality control program was implemented to address four key areas: food temperatures, food accuracy, food quality, and dietary personnel. Learning strategies, emphasizing critical thinking…

  8. An Empirical Study of State University Students' Perceived Service Quality

    ERIC Educational Resources Information Center

    Sumaedi, Sik; Bakti, Gede Mahatma Yuda; Metasari, Nur

    2012-01-01

    Purpose: This paper aims to identify: university students' perceived service quality dimensions; the dimensions contributing most towards overall students' perceived service quality; and whether there is a difference in perceived quality level of each dimension based on students' year of study and gender in the context of undergraduate students of…

  9. Quality of care in psychosis and bipolar disorder from the service user perspective.

    PubMed

    Skelly, Niamh; Schnittger, Rebecca I; Butterly, Lisa; Frorath, Charlotte; Morgan, Craig; McLoughlin, Declan M; Fearon, Paul

    2013-12-01

    According to the recovery model of mental health care, service development should incorporate the expert knowledge of service users. To date, there has been limited research into conceptualizations of mental health care quality among services users diagnosed with bipolar disorder or psychosis. To investigate service user perspectives on quality of care, we conducted six focus groups (N = 29) with inpatients and outpatients of an independent Irish mental health service. We undertook an inductive thematic analysis of the data. Participants identified proactive staff, meaningful and warm staff-patient interactions, and safety and sociability in the inpatient environment as components of good quality mental health care. Participants also discussed how the implementation of best practice guidelines does not necessarily improve quality of care from the service user perspective. This and similar qualitative research should be used to inform service development and the creation of evaluation instruments compatible with the recovery model.

  10. Providing quality services. JICA Reproductive Health Project. Thanh Chuong district.

    PubMed

    Nguyen Huu Son

    1999-01-01

    This article concerns the quality of services provided by the different groups sponsored by the Japan International Cooperation Agency (JICA) Reproductive Health project. Nguyen Huu Son, Chairperson of the People's Committee of Thanh Tien Commune, cites that the JICA project has helped improve their Commune Health Center (CHC). The project has provided basic medical equipment that has been lacking in the CHCs, subsequently making the task of providing quality services easier and more comfortable for midwives and other health personnel. For the Thanh Tien Commune Health Center, Nguyen Hoang An reports that the JICA project has brought about improvement in their CHC fields; namely, 1) providing health knowledge to community people; 2) increase in health staff's skills through training; 3) keeping record of management and the CHC services; and 4) renovating health facilities. As a result, clients have increased and many of the community people now have confidence in their services. For the Women's Union of Thanh Tien Commune, Nguyen Thi Loc reports that the assistance provided by JICA has greatly helped in the acquisition of necessary skills for disseminating adequate information to women.

  11. Stakeholder Expectations of Service Quality in a University Web Portal

    NASA Astrophysics Data System (ADS)

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

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

  12. Quantification of image quality using information theory.

    PubMed

    Niimi, Takanaga; Maeda, Hisatoshi; Ikeda, Mitsuru; Imai, Kuniharu

    2011-12-01

    Aims of present study were to examine usefulness of information theory in visual assessment of image quality. We applied first order approximation of the Shannon's information theory to compute information losses (IL). Images of a contrast-detail mammography (CDMAM) phantom were acquired with computed radiographies for various radiation doses. Information content was defined as the entropy Σp( i )log(1/p ( i )), in which detection probabilities p ( i ) were calculated from distribution of detection rate of the CDMAM. IL was defined as the difference between information content and information obtained. IL decreased with increases in the disk diameters (P < 0.0001, ANOVA) and in the radiation doses (P < 0.002, F-test). Sums of IL, which we call total information losses (TIL), were closely correlated with the image quality figures (r = 0.985). TIL was dependent on the distribution of image reading ability of each examinee, even when average reading ratio was the same in the group. TIL was shown to be sensitive to the observers' distribution of image readings and was expected to improve the evaluation of image quality.

  13. The quality of family planning services in the United States: findings from a literature review.

    PubMed

    Becker, Davida; Koenig, Michael A; Kim, Young Mi; Cardona, Kathleen; Sonenstein, Freya L

    2007-12-01

    Family planning services are frequently used and important services for American women, yet little is known about their quality. Service quality has important implications for women's reproductive health. If women do not receive adequate information and tools, and learn appropriate skills, from their providers, they may be hampered in their efforts to control their fertility. A variety of strategies, including database, journal and Internet searches, were used to identify published and unpublished U.S. studies on family planning service quality that came out between 1985 and 2005. Studies were categorized by their focus, and key points of their methodologies and findings were assessed. Twenty-nine studies were identified, most of which were based on client surveys. Most conceptualized quality as a multidimensional construct, but a uniform definition of quality is lacking, and the domains studied have not been consistent. The available studies focus on four areas: assessments of quality, its correlates, its consequences for client behavior and attitudes, and clients' values and preferences regarding services. Relations between clients and service facility staff have typically been rated favorably, but communication, patient-centeredness and efficiency have been rated more poorly. Service quality varies by characteristics of the facility, provider, client and visit. Research on the consequences of service quality for clients' contraceptive behavior or risk of unintended pregnancy has been very limited and yielded mixed results. Studies that assess service quality need stronger designs and greater consistency in measures used so that results are comparable.

  14. 76 FR 8753 - Final Information Quality Guidelines Policy

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-02-15

    ... SECURITY Final Information Quality Guidelines Policy AGENCY: Department of Homeland Security. ACTION: Notice and request for public comment on Final Information Quality Guidelines. SUMMARY: These guidelines should be used to ensure and maximize the quality of disseminated information. The...

  15. Attitudes Toward Automated Information Retrieval Services Among RASD Members

    ERIC Educational Resources Information Center

    Nitecki, Danuta A.

    1976-01-01

    Summary of survey of the American Library Association Reference and Adult Services Division (RASD) members concerning attitudes toward, need for, and preferences in acquiring information on automated information retrieval services. (KP)

  16. 77 FR 63805 - Federal Acquisition Regulation; Information Collection; Service Contracting

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-17

    ..., company name (if any), and ``Information Collection 9000-0152, Service Contracting'' on your attached... Regulation; Information Collection; Service Contracting AGENCY: Department of Defense (DOD), General Services... collection requirement concerning service contracting. A notice was published in the Federal Register at...

  17. Information Brokers/Free-Lance Librarians: An Alternative Reference Service.

    ERIC Educational Resources Information Center

    Hogan, Matthew

    This paper examines the profession of information brokerage through a look at types of services provided, and through a discussion of major issues, including that of fee for service. The types of information broker and free-lance librarian services are identified: (1) non-profit reference and research services administered by public libraries and…

  18. Perceived nursing service quality in a tertiary care hospital, Maldives.

    PubMed

    Nashrath, Mariyam; Akkadechanunt, Thitinut; Chontawan, Ratanawadee

    2011-12-01

    The present study explored nurses' and patients' expectations of nursing service quality, their perception of performance of nursing service quality performed by nurses, and compared nursing service quality, as perceived by nurses and patients. The sample consisted of 162 nurses and 383 patients from 11 inpatient wards/units in a tertiary care hospital in the Maldives. Data were collected using the Service Quality scale, and analyzed using descriptive statistics and the Mann-Whitney U-test. The results indicated that the highest expected dimension and perceived dimension for nursing service quality was Reliability. The Responsiveness dimension was the least expected dimension and the lowest performing dimension for nursing service quality as perceived by nurses and patients. There was a statistically significant difference between nursing service quality perceived by nurses and patients. The study results could be used by nurse administrators to develop strategies for improving nursing service quality so that nursing service delivery process can be formulated in such a way as to reduce differences of perception between nurses and patients regarding nursing service quality. © 2011 Blackwell Publishing Asia Pty Ltd.

  19. Experiencing health care service quality: through patients' eyes.

    PubMed

    Schembri, Sharon

    2015-02-01

    The primary aim of the present study was to consider health care service quality from the patients' perspective, specifically through the patient's eyes. A narrative analysis was performed on 300 patient stories. This rigorous analysis of patient stories is designed to identify and describe health care service quality through patients' eyes in an authentic and accurate, experiential manner. The findings show that there are variant and complex ways that patients experience health care service quality. Patient stories offer an authentic view of the complex ways that patients experience health care service quality. Narrative analysis is a useful tool to identify and describe how patients experience health care service quality. Patients experience health care service quality in complex and varying ways.

  20. An Evaluation of Alert Services: Quantity versus Quality

    ERIC Educational Resources Information Center

    Zandian, Fatemeh; Riahinia, Nosrat; Azimi, Ali; Poursalehi, Nastaran

    2010-01-01

    Purpose: Online information vendors currently offer a variety of additional services; among these are alert services which present requested information on recent publications to registered users. This paper aims to investigate a variety of alert services provided by four online information vendors. Design/methodology/approach: A comparison of the…

  1. An Evaluation of Alert Services: Quantity versus Quality

    ERIC Educational Resources Information Center

    Zandian, Fatemeh; Riahinia, Nosrat; Azimi, Ali; Poursalehi, Nastaran

    2010-01-01

    Purpose: Online information vendors currently offer a variety of additional services; among these are alert services which present requested information on recent publications to registered users. This paper aims to investigate a variety of alert services provided by four online information vendors. Design/methodology/approach: A comparison of the…

  2. The Assessment of Service Quality in Higher Education.

    ERIC Educational Resources Information Center

    Delene, Linda; Bunda, Mary Anne

    This paper presents a market driven model for assessing the service quality of support services in higher education, primarily for United States institutions, by examining higher education within the context of a complex service industry. The paper begins by explaining the development of the model and its implications for service management. Next,…

  3. The Assessment of Service Quality in Higher Education.

    ERIC Educational Resources Information Center

    Delene, Linda; Bunda, Mary Anne

    This paper presents a market driven model for assessing the service quality of support services in higher education, primarily for United States institutions, by examining higher education within the context of a complex service industry. The paper begins by explaining the development of the model and its implications for service management. Next,…

  4. Quality versus quantity: The role of socioeconomic status on parent-reported service knowledge, service use, unmet service needs, and barriers to service use.

    PubMed

    Pickard, Katherine E; Ingersoll, Brooke R

    2016-01-01

    Research within the autism spectrum disorder field has emphasized the role of socioeconomic status in shaping parents' ability to access services for their child with autism spectrum disorder. However, research has yet to explore the possible mechanisms underlying this relationship. This study sought to address this research gap by examining the following questions: (1) Does parents' service knowledge mediate the relationship between parent socioeconomic status and parents' autism spectrum disorder service use? (2) What are parents' reported service needs and service barriers, and do these needs vary across higher and lower socioeconomic status groups? Quantitative results from 244 parents of a child with autism spectrum disorder indicate that parents' autism spectrum disorder service knowledge partially mediates the relationship between parent socioeconomic status and parents' autism spectrum disorder service use. Qualitative findings helped to clarify this relationship by suggesting that both high and low socioeconomic status parents are aware of their child's basic autism spectrum disorder needs. However, low socioeconomic status parents more often report needing more information about services and more in-home services and emphasize that a number of structural barriers impede their ability to meet their child's autism spectrum disorder needs. On the other hand, high socioeconomic status parents more often report a need for "higher quality services," possibly reflecting their better recognition of best practice guidelines. These results highlight the need for a multi-pronged approach to tackling unmet service needs within the autism spectrum disorder field. © The Author(s) 2015.

  5. Oregonians and Their Library and Information Services. A Progress Report.

    ERIC Educational Resources Information Center

    Thorne, Maggie, Comp.

    Compiled in response to questions from Oregon citizens about library and information services in their state, this report contains: (1) a general description of the Governor's Conference on Library and Information Services held in June 1978; (2) a delegate's viewpoint on the White House Conference on Library and Information Services (WHCLIS); (3)…

  6. Oregonians and Their Library and Information Services. A Progress Report.

    ERIC Educational Resources Information Center

    Thorne, Maggie, Comp.

    Compiled in response to questions from Oregon citizens about library and information services in their state, this report contains: (1) a general description of the Governor's Conference on Library and Information Services held in June 1978; (2) a delegate's viewpoint on the White House Conference on Library and Information Services (WHCLIS); (3)…

  7. Total Quality Management Plan: Technical and Logistics Services

    DTIC Science & Technology

    1989-05-01

    ATES COVERED 4. TITLE AND SUBTITLE S. FUNDING NUMBERS Total Quality Management Plan Technical and Logistics Services 6. AUTHOR(S) 7. PERFORMING...NUMBER OF PAGES TQM ( Total Quality Management ), Technical and Logistics Services, Continuous Process Improvement 16. PRICE CODE 17. SECURITY...Programs C-6 2. ’LFA a. DRMS C-6 b. Defense Supply Centers C-7 c. DLSC C-7 d. DTIC C-8 11. TOTAL QUALITY MANAGEMENT PLAN TECHNICAL AND LOGISTICS SERVICES

  8. [Basic principles of quality management in public health service].

    PubMed

    Selbmann, H K

    1996-11-01

    Philosophy, objectives and tools of Total Quality Management are applicable in Public Health services as in every other business. However, they need special adaptation. In Public Health offices requirements of an effective Total Quality Management are the commitment of the top management, an appropriate structure of the quality management system, customer orientation and quality awareness of the personnel, quality indicators and the existence of procedures for problem recognition, good command of the tools of quality management, and the knowledge of the effectiveness of implemented traditional quality assurance measures. Certification procedures following the European Quality Award seem to be appropriate for a global evaluation of quality and quality management of a Public Health office.

  9. Quality of Service in Wireless Sensor Networks (QOS in WSN)

    NASA Astrophysics Data System (ADS)

    Zolhavarieh, Seyedjamal; Barati, Molood

    2013-03-01

    In this paper, we discuss about concept of Quality of Service (QoS) in Wireless Sensor Networks (WSN) and different methods to improve data security network. The most useful methods for network traffic control are Differentiated Services (DS), Integrated Services, Multi-Protocol Labeled Switching (MPLS), Resource Reservation Protocol (RSVP) and Traffic Engineering. Quality of Service is responsible for data transfer between different parts of the network and it guarantees some series of transport properties on the network [14].

  10. ENVIRONMENTAL QUALITY INFORMATION SYSTEM - EQULS® - ITER

    EPA Science Inventory

    This project consisted of an evaluation of the Environmental Quality Information System (EQuIS) software designed by Earthsoft, Inc. as an environmental data management and analysis platform for monitoring and remediation projects. In consultation with the EQuIS vendor, six pri...

  11. Data and information quality strategic plan.

    PubMed

    Bethell, C

    The Environmental Protection Agency's Strategic Plan was developed in response to internal and external concerns about the integrity, consistency, and accuracy of EPA's environmental data. This document explains why a Strategic Plan is needed and the methodology used in its development, cites Agency models of excellence, and presents the six recommendations of EPA's Data and Information Quality Strategic Plan.

  12. Guidance on submitting quality system information.

    PubMed

    Donawa, Maria E

    2004-03-01

    The Food and Drug Administration's final guidance document on the type of quality system information that should be submitted in some types of premarket submissions was published in February 2003. The final guidance replaces previous draft guidance. This article discusses the final guidance document.

  13. ENVIRONMENTAL QUALITY INFORMATION SYSTEM - EQULS® - ITER

    EPA Science Inventory

    This project consisted of an evaluation of the Environmental Quality Information System (EQuIS) software designed by Earthsoft, Inc. as an environmental data management and analysis platform for monitoring and remediation projects. In consultation with the EQuIS vendor, six pri...

  14. Models of Dynamic Relations Among Service Activities, System State and Service Quality on Computer and Network Systems

    DTIC Science & Technology

    2010-01-01

    service process in throughput, delay, and so on. Chen et al. [4] describe service quality requirements of various network applications for online services , e.g...relations among service activities, system state and service quality voice over IP, etc. Service quality requirements for those online services are

  15. Using internal marketing to improve organizational commitment and service quality.

    PubMed

    Tsai, Yafang; Wu, Shih-Wang

    2011-12-01

    The purpose of this article was to explore the structural relationships among internal marketing, organizational commitment and service quality and to practically apply the findings. Internal marketing is a way to assist hospitals in improving the quality of the services that they provide while executing highly labour-intensive tasks. Through internal marketing, a hospital can enhance the organizational commitment of its employees to attain higher service quality. This research uses a cross-sectional study to survey nursing staff perceptions about internal marketing, organizational commitment and service quality. The results of the survey are evaluated using equation models. The sample includes three regional hospitals in Taiwan. Three hundred and fifty questionnaires were distributed and 288 valid questionnaires were returned, yielding a response rate of 82.3%. The survey process lasted from 1 February to 9 March 2007. The data were analysed with SPSS 12.0, including descriptive statistics based on demographics. In addition, the influence of demographics on internal marketing, organizational commitment and service quality is examined using one-way anova. The findings reveal that internal marketing plays a critical role in explaining employee perceptions of organizational commitment and service quality. Organizational commitment is the mediator between internal marketing and service quality. The results indicate that internal marketing has an impact on both organizational commitment and service quality. Internal marketing should be emphasized to influence frontline nursing staff, thereby helping to create better organizational commitment and service quality. © 2011 The Authors. Journal of Advanced Nursing © 2011 Blackwell Publishing Ltd.

  16. 77 FR 70786 - Request for Information Regarding Health Care Quality for Exchanges

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-11-27

    ... HUMAN SERVICES Centers for Medicare & Medicaid Services Request for Information Regarding Health Care... Improvement in Health Care (National Quality Strategy) to create national aims and priorities that would guide local, state, and national efforts to improve the quality of health care in the United States. The...

  17. 42 CFR 422.153 - Use of quality improvement organization review information.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 3 2011-10-01 2011-10-01 false Use of quality improvement organization review information. 422.153 Section 422.153 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM MEDICARE ADVANTAGE PROGRAM Quality...

  18. 42 CFR 422.153 - Use of quality improvement organization review information.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 42 Public Health 3 2010-10-01 2010-10-01 false Use of quality improvement organization review information. 422.153 Section 422.153 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM MEDICARE ADVANTAGE PROGRAM Quality...

  19. Developing Cyberinfrastructure Tools and Services for Metadata Quality Evaluation

    NASA Astrophysics Data System (ADS)

    Mecum, B.; Gordon, S.; Habermann, T.; Jones, M. B.; Leinfelder, B.; Powers, L. A.; Slaughter, P.

    2016-12-01

    Metadata and data quality are at the core of reusable and reproducible science. While great progress has been made over the years, much of the metadata collected only addresses data discovery, covering concepts such as titles and keywords. Improving metadata beyond the discoverability plateau means documenting detailed concepts within the data such as sampling protocols, instrumentation used, and variables measured. Given that metadata commonly do not describe their data at this level, how might we improve the state of things? Giving scientists and data managers easy to use tools to evaluate metadata quality that utilize community-driven recommendations is the key to producing high-quality metadata. To achieve this goal, we created a set of cyberinfrastructure tools and services that integrate with existing metadata and data curation workflows which can be used to improve metadata and data quality across the sciences. These tools work across metadata dialects (e.g., ISO19115, FGDC, EML, etc.) and can be used to assess aspects of quality beyond what is internal to the metadata such as the congruence between the metadata and the data it describes. The system makes use of a user-friendly mechanism for expressing a suite of checks as code in popular data science programming languages such as Python and R. This reduces the burden on scientists and data managers to learn yet another language. We demonstrated these services and tools in three ways. First, we evaluated a large corpus of datasets in the DataONE federation of data repositories against a metadata recommendation modeled after existing recommendations such as the LTER best practices and the Attribute Convention for Dataset Discovery (ACDD). Second, we showed how this service can be used to display metadata and data quality information to data producers during the data submission and metadata creation process, and to data consumers through data catalog search and access tools. Third, we showed how the centrally

  20. The role of quality standards--accreditation in redressing asymmetry of information in health care markets.

    PubMed

    O'Neill, C; Largey, A

    1998-07-01

    Asymmetry of information presents major difficulties for the efficient operation of markets in health care. The use of accreditation schemes may reduce these difficulties by enhancing the availability of reliable, accessible information on aspects of service quality considered important by service users and their agents. The UK's Patients' Charter with its associated Charter Marks has the potential to perform such a function in respect of inpatient services. In as much as it refers to aspects of service valued by service users which are specified in contracts by service procurers and appear not to be negatively correlated with other aspects of service quality, it can be seen to provide unambiguous signals of service quality. Given the Charter is currently under review, it seems appropriate that such attributes are borne in mind by policy makers in their deliberations as to its future.

  1. Data envelopment analysis in service quality evaluation: an empirical study

    NASA Astrophysics Data System (ADS)

    Najafi, Seyedvahid; Saati, Saber; Tavana, Madjid

    2015-10-01

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

  2. Experienced and potential medical tourists' service quality expectations.

    PubMed

    Guiry, Michael; Scott, Jeannie J; Vequist, David G

    2013-01-01

    The paper's aim is to compare experienced and potential US medical tourists' foreign health service-quality expectations. Data were collected via an online survey involving 1,588 US consumers engaging or expressing an interest in medical tourism. The sample included 219 experienced and 1,369 potential medical tourists. Respondents completed a SERVQUAL questionnaire. Mann-Whitney U-tests were used to determine significant differences between experienced and potential US medical tourists' service-quality expectations. For all five service-quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) experienced medical tourists had significantly lower expectations than potential medical tourists. Experienced medical tourists also had significantly lower service-quality expectations than potential medical tourists for 11 individual SERVQUAL items. Results suggest using experience level to segment medical tourists. The study also has implications for managing medical tourist service-quality expectations at service delivery point and via external marketing communications. Managing medical tourists' service quality expectations is important since expectations can significantly influence choice processes, their experience and post-consumption behavior. This study is the first to compare experienced and potential US medical tourist service-quality expectations. The study establishes a foundation for future service-quality expectations research in the rapidly growing medical tourism industry.

  3. Applying revised gap analysis model in measuring hotel service quality.

    PubMed

    Lee, Yu-Cheng; Wang, Yu-Che; Chien, Chih-Hung; Wu, Chia-Huei; Lu, Shu-Chiung; Tsai, Sang-Bing; Dong, Weiwei

    2016-01-01

    With the number of tourists coming to Taiwan growing by 10-20 % since 2010, the number has increased due to an increasing number of foreign tourists, particularly after deregulation allowed admitting tourist groups, followed later on by foreign individual tourists, from mainland China. The purpose of this study is to propose a revised gap model to evaluate and improve service quality in Taiwanese hotel industry. Thus, service quality could be clearly measured through gap analysis, which was more effective for offering direction in developing and improving service quality. The HOLSERV instrument was used to identify and analyze service gaps from the perceptions of internal and external customers. The sample for this study included three main categories of respondents: tourists, employees, and managers. The results show that five gaps influenced tourists' evaluations of service quality. In particular, the study revealed that Gap 1 (management perceptions vs. customer expectations) and Gap 9 (service provider perceptions of management perceptions vs. service delivery) were more critical than the others in affecting perceived service quality, making service delivery the main area of improvement. This study contributes toward an evaluation of the service quality of the Taiwanese hotel industry from the perspectives of customers, service providers, and managers, which is considerably valuable for hotel managers. It was the aim of this study to explore all of these together in order to better understand the possible gaps in the hotel industry in Taiwan.

  4. Value of information for water quality management

    NASA Astrophysics Data System (ADS)

    Borisova, Tatiana; Shortle, James; Horan, Richard D.; Abler, David

    2005-06-01

    There is now much interest in comprehensive watershed-based approaches to water quality protection. While there is much to be said in favor of such an approach, it is also clear that implementation requires information that is often lacking. Given that information acquisition is costly, decisions are required about the types and amounts of information that should be sought. We examine the expected value of different types of information for price and quantity instruments for agricultural nitrogen pollution control in the Susquehanna River Basin. We also compare the ex ante economic efficiency of price and quantity instruments. The analysis explicitly accounts for public sector uncertainty about the benefits and costs of pollution reductions, with economic efficiency measured as the expected benefits less the expected costs of pollution reductions. We find optimized price controls to outperform optimized quantity controls under a range of possible information structures. For both instruments, information collection improves policy performance, with information about the benefits of pollution reductions having the greatest impact. The performance of the quantity instrument is more sensitive to information than is the price instrument. In consequence, the value of information to reduce benefit and cost uncertainty is greater for the quantity control.

  5. Integration of Information Services in the Parliament of Zimbabwe.

    ERIC Educational Resources Information Center

    Chiwandamira, Lyn

    This paper discusses the integration of information services in the Parliament of Zimbabwe (PoZ). An organizational chart of the information systems at PoZ in 1999 is provided, and each of the four departments managing information services are described, i.e., the library, the research department, public relations, and information technology. An…

  6. 48 CFR 39.104 - Information technology services.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 48 Federal Acquisition Regulations System 1 2011-10-01 2011-10-01 false Information technology... SPECIAL CATEGORIES OF CONTRACTING ACQUISITION OF INFORMATION TECHNOLOGY General 39.104 Information technology services. When acquiring information technology services, solicitations must not describe...

  7. The Information-Seeking Habits of In-Service Educators

    ERIC Educational Resources Information Center

    Shipman, Todd; Bannon, Susan H.; Nunes-Bufford, Kimberly

    2015-01-01

    Research on information literacy and educators has focused on preservice educators and learning information literacy skills. Little research exists on in-service educators and their information literacy skills. Purposes of this study were to identify information sources that in-service educators used; to determine relationships between information…

  8. The Information-Seeking Habits of In-Service Educators

    ERIC Educational Resources Information Center

    Shipman, Todd; Bannon, Susan H.; Nunes-Bufford, Kimberly

    2015-01-01

    Research on information literacy and educators has focused on preservice educators and learning information literacy skills. Little research exists on in-service educators and their information literacy skills. Purposes of this study were to identify information sources that in-service educators used; to determine relationships between information…

  9. 41 CFR 105-53.143 - Information Resources Management Service.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false Information Resources... FUNCTIONS Central Offices § 105-53.143 Information Resources Management Service. (a) Creation and authority. The Information Resources Management Service (IRMS), headed by the Commissioner, Information...

  10. 41 CFR 105-53.143 - Information Resources Management Service.

    Code of Federal Regulations, 2014 CFR

    2014-01-01

    ... 41 Public Contracts and Property Management 3 2014-01-01 2014-01-01 false Information Resources... FUNCTIONS Central Offices § 105-53.143 Information Resources Management Service. (a) Creation and authority. The Information Resources Management Service (IRMS), headed by the Commissioner, Information...

  11. 48 CFR 39.104 - Information technology services.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 48 Federal Acquisition Regulations System 1 2013-10-01 2013-10-01 false Information technology... SPECIAL CATEGORIES OF CONTRACTING ACQUISITION OF INFORMATION TECHNOLOGY General 39.104 Information technology services. When acquiring information technology services, solicitations must not describe any...

  12. 48 CFR 39.104 - Information technology services.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 48 Federal Acquisition Regulations System 1 2014-10-01 2014-10-01 false Information technology... SPECIAL CATEGORIES OF CONTRACTING ACQUISITION OF INFORMATION TECHNOLOGY General 39.104 Information technology services. When acquiring information technology services, solicitations must not describe any...

  13. 48 CFR 39.104 - Information technology services.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 48 Federal Acquisition Regulations System 1 2012-10-01 2012-10-01 false Information technology... SPECIAL CATEGORIES OF CONTRACTING ACQUISITION OF INFORMATION TECHNOLOGY General 39.104 Information technology services. When acquiring information technology services, solicitations must not describe any...

  14. 48 CFR 39.104 - Information technology services.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 48 Federal Acquisition Regulations System 1 2010-10-01 2010-10-01 false Information technology... SPECIAL CATEGORIES OF CONTRACTING ACQUISITION OF INFORMATION TECHNOLOGY General 39.104 Information technology services. When acquiring information technology services, solicitations must not describe...

  15. National Emergency Medical Services Information System (NEMSIS).

    PubMed

    Dawson, Drew E

    2006-01-01

    The absence of emergency medical services (EMS) patient care data has hindered development and evaluation of EMS systems. The National Highway Traffic Safety Administration (NHTSA), in cooperation with the Health Resources and Services Administration (HRSA), has provided funding to the National Association of State EMS Directors to develop a National EMS Information System (NEMSIS). NEMSIS is being designed to provide a uniform national EMS dataset, with standard terms, definitions, and values, as well as a national EMS database, with aggregated data from all states on a limited number of data elements. Forty-eight of the states, the District of Columbia, and three territories signed a memorandum of agreement documenting support for the NEMSIS project and expressing a desire for full implementation of the NEMSIS dataset. NHTSA has agreed to house the National EMS Database at its National Center for Statistics and Analysis. NHTSA, in cooperation with HRSA and the Centers for Disease Control and Prevention, recently entered into a cooperative agreement with the University of Utah School of Medicine to operate a NEMSIS Technical Assistance Center that will provide related assistance to official EMS agencies and to commercial software vendors. The Technical Assistance Center will also biannually assess state and territorial capabilities to provide data to the national EMS database. NEMSIS will provide a uniform national EMS dataset, with standard terms, definitions, and values, as well as a national EMS database, with aggregated data from all states on a limited number of data elements. Many of the potential benefits of implementation of NEMSIS are enumerated in this report.

  16. [Formal quality assessment of informed consent documents in 9 hospitals].

    PubMed

    Calle-Urra, J E; Parra-Hidalgo, P; Saturno-Hernández, P J; Martínez-Martínez, M J; Navarro-Moya, F J

    2013-01-01

    Informed consent forms are very important in the process of medical information. The aim of this study is to design reliable formal quality criteria of these documents and their application in the evaluation of those used in the hospitals of a regional health service. Criteria have been designed from the analysis of existing regulations, previous studies and consultation with key experts. The interobserver concordance was assessed using the kappa index. Criteria evaluation was performed on 1425 documents of 9 hospitals. A total of 19 criteria used in the evaluation of the quality of informed consent forms have been obtained. Kappa values were higher than 0,60 in 17 of them and higher than 0,52 in the other 2. The average number of defects per document was 7.6, with a high-low ratio among hospitals of 1.84. More than 90% of the documents had defects in the information on consequences and contraindications, and in about 90% it did not mention the copy to the patient. More than 60% did not comply with stating the purpose of the procedure, a statement of having understood and clarified doubts, and the treatment options. A tool has been obtained to reliably assess the formal quality of the informed consent forms. The documents assessed have a wide margin for improvement related to giving a copy to the patient, and some aspects of the specific information that patients should receive. Copyright © 2012 SECA. Published by Elsevier Espana. All rights reserved.

  17. Factors Influencing Perceptions of Service Quality in Cooperative Extension Workers

    ERIC Educational Resources Information Center

    Anaza, Nwamaka A.; Rutherford, Brian N.; Widdows, Richard

    2012-01-01

    The authors examined the direct and indirect impact of empowerment on service quality as perceived by Extension staff. Using a sample 283 respondents, the results revealed that along with empowerment, constructs such as job satisfaction and organizational identification positively affected service quality. Undoubtedly, each of these variables…

  18. Factors Influencing Perceptions of Service Quality in Cooperative Extension Workers

    ERIC Educational Resources Information Center

    Anaza, Nwamaka A.; Rutherford, Brian N.; Widdows, Richard

    2012-01-01

    The authors examined the direct and indirect impact of empowerment on service quality as perceived by Extension staff. Using a sample 283 respondents, the results revealed that along with empowerment, constructs such as job satisfaction and organizational identification positively affected service quality. Undoubtedly, each of these variables…

  19. Assessment of Technology for Information Services Planning

    DTIC Science & Technology

    1979-08-01

    organi- zation, and external services (external timesharing and turnkey computer systems). Areas of impact are specific to the organization. The...timesharing vendors, changing services turnkey systems - potential and problems impacts and trends o distributed data processing technology needed...includes credit cards, automobile loans, personal and real estate loans, and leasing . Service improvements would aim at expediting credit review, payment

  20. U.S. Government Electronic Information Service Guidelines.

    ERIC Educational Resources Information Center

    Kessler, Ridley R., Jr.; Barkley, Dan

    1997-01-01

    Discusses the development of electronic government publications and the resulting standards and service needs. Focuses on results of a report on the impact that electronic information has brought to bear on depository library services. Includes 11 draft Depository Library Public Service Guidelines for government information. (AEF)

  1. Services Information Management System (SIMS) Users’ Handbook.

    DTIC Science & Technology

    1987-04-01

    The Services Information Management System (SIMS) Users’ Handbook was prepared to assist the Air Force Engineering and Services Center (AFESC) to...overview of SIMS philosophy and operational concepts to ease the transition to automated information management in the Services business. The areas

  2. What Do Information Technology Support Services Really Cost?

    ERIC Educational Resources Information Center

    Leach, Karen; Smallen, David

    1998-01-01

    A study examined the cost of information-technology support services in higher education institutions. The report describes the project's origins and work to date and reports initial results in three areas: network services, desktop repair services, and administrative information systems, looking in each case at economies of scale, outsourcing…

  3. 47 CFR 76.1602 - Customer service-general information.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

  4. 47 CFR 76.1602 - Customer service-general information.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 47 Telecommunication 4 2013-10-01 2013-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

  5. 47 CFR 76.1602 - Customer service-general information.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 47 Telecommunication 4 2012-10-01 2012-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

  6. 47 CFR 76.1602 - Customer service-general information.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 47 Telecommunication 4 2014-10-01 2014-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

  7. 47 CFR 76.1602 - Customer service-general information.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 47 Telecommunication 4 2011-10-01 2011-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

  8. Petroleum Quality Information System 2013 Annual Report

    DTIC Science & Technology

    2013-01-01

    Summary .................................................................... 124 Table 7-6: Region 7 Summary...21: Iodine Number (g iodine /100 g of fuel), maximum 3.5 ............ 181 Figure 9-22: Thermo-Oxidative Stability in Static Conditions, Residue...Vanadium: (ppm) 0.5 0.10 0.20 0.11 0.10 Petroleum Quality Information System 124 7. F76—2013 Regional Data Summary Table 7-5: Region 6 Summary

  9. 76 FR 59420 - Proposed Information Collection; Alaska Guide Service Evaluation

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-26

    ... Fish and Wildlife Service Proposed Information Collection; Alaska Guide Service Evaluation AGENCY: Fish... Service Evaluation) to help us evaluate commercial guide services on our national wildlife refuges in the... method for monitoring permitted commercial guide activities. A regular program of client evaluation helps...

  10. 76 FR 78739 - Agency Information Collection (Payment and Reimbursement for Emergency Services for Non Service...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-19

    ... AFFAIRS Agency Information Collection (Payment and Reimbursement for Emergency Services for Non Service... Reimbursement for Emergency Services for Non Service-Connected Conditions in Non-VA Facilities, 38 U.S.C. 1725... CONTACT: Denise McLamb, Enterprise Records Service (005R1B), Department of Veterans Affairs, 810...

  11. The Effect of Hospital Service Quality on Patient's Trust.

    PubMed

    Zarei, Ehsan; Daneshkohan, Abbas; Khabiri, Roghayeh; Arab, Mohammad

    2015-01-01

    The trust is meant the belief of the patient to the practitioner or the hospital based on the concept that the care provider seeks the best for the patient and will provide the suitable care and treatment for him/her. One of the main determinants of patient's trust is the service quality. This study aimed to examine the effect of quality of services provided in private hospitals on the patient's trust. In this descriptive cross-sectional study, 969 patients were selected using the consecutive method from eight private general hospitals of Tehran, Iran, in 2010. Data were collected through a questionnaire containing 20 items (14 items for quality, 6 items for trust) and its validity and reliability were confirmed. Data were analyzed using descriptive statistics and multivariate regression. The mean score of patients' perception of trust was 3.80 and 4.01 for service quality. Approximately 38% of the variance in patient trust was explained by service quality dimensions. Quality of interaction and process (P < 0.001) were the strongest factors in predicting patient's trust, but the quality of the environment had no significant effect on the patients' degree of trust. The interaction quality and process quality were the key determinants of patient's trust in the private hospitals of Tehran. To enhance the patients' trust, quality improvement efforts should focus on service delivery aspects such as scheduling, timely and accurate doing of the service, and strengthening the interpersonal aspects of care and communication skills of doctors, nurses and staff.

  12. Cost (and Quality and Value) of Information Technology Support in Large Research Universities.

    ERIC Educational Resources Information Center

    Peebles, Christopher S.; Antolovic, Laurie

    1999-01-01

    Shows how financial and quality measures associated with the Balanced Scorecard (developed by Kaplan and Norton to measure organizational performance) can be applied to information technology (IT) user education and support in large research universities. Focuses on University Information Technology Services that has measured the quality of IT…

  13. Evaluation of outpatient service quality in Eastern Saudi Arabia

    PubMed Central

    Fraihi, Khalid J. Al; FAMCO, Dip; FAMCO, Fellow; Latif, Shahid A.

    2016-01-01

    Objectives: To investigate perceptions and expectations of patients regarding hospital outpatient services by using a service quality gap model and factors influencing such gaps. Methods: In this cross-sectional descriptive study conducted between October and November 2014 in the outpatient waiting areas of a hospital in the Eastern Province of Saudi Arabia, a sample of 306 patients was selected by convenience sampling technique. The data was collected through an Arabic version of the service quality (SERVQUAL) questionnaire consisting of 2 parts: patients’ demographic characteristics, and 22 items scales of patients’ expectations and perceptions of SERVQUAL. The data was analyzed by confirmatory factor analysis, independent, and paired t samples tests and one way analysis of variance test. Results: The results showed that the proposed model for service quality dimensions had a good fit by satisfying the recommended values. The patients’ expectations exceeded perceptions in all service quality dimensions indicating statistically significant service quality gaps (t=26.3, p<0.000). Findings revealed that the empathy dimension contributed most patients’ expectations (4.7 ± 0.5) and perceptions (3.7 ± 0.8) scores, and responsiveness contributed least to expectations (4.5 ± 0.6) and perceptions (3.2 ± 0.8) scores. Prompt services showed highest service quality gap, while observation of privacy showed the smallest service quality gap in the statements. The study showed a significant association between gender, age, education, multiple visits, and service quality dimensions. Conclusion: The proposed model is valid and reliable and significant service quality gaps of all 5 dimensions need to be prioritized and addressed by focused improvement efforts of hospital management. PMID:27052285

  14. [Radiology information systems: improved performance evaluation, economics and quality assurance?].

    PubMed

    Gross-Fengels, W; Weber, M

    1997-03-01

    By means of complete service control and standardized accounting processes, radiological information systems clearly contribute to improved results. They provide the prerequisites for the establishment of expanded networks and allow comparisons with comparable institutions. The quality of patient care can be improved since, for example, the production time from referral to finished result becomes shorter. Direct access to patient and findings data from several positions is possible. Preliminary results can be viewed immediately. The patient's history is accessible to authorized users at all times. The exact reproducibility and assignment of services leads to more clarity. By means of the information available form RIS, rapid adaptive processes can be undertaken. The system assists the to fulfill the requirements of health regulations. The above-mentioned relationships demonstrate that the EDP systems are well accepted by physicians, medical assistants, and administrators and represent an indispensable aid for solving problems.

  15. Measuring patient-perceived hospital service quality: a conceptual framework.

    PubMed

    Pai, Yogesh P; Chary, Satyanarayana T

    2016-04-18

    Purpose - Although measuring healthcare service quality is not a new phenomenon, the instruments used to measure are timeworn. With the shift in focus to patient centric processes in hospitals and recognizing healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The purpose of this paper is to design a conceptual framework for measuring patient perceived hospital service quality (HSQ), based on existing service quality literature. Design/methodology/approach - Using HSQ theories, expanding existing healthcare service models and literature, a conceptual framework is proposed to measure HSQ. The paper outlines patient perceived service quality dimensions. Findings - An instrument for measuring HSQ dimensions is developed and compared with other service quality measuring instruments. The latest dimensions are in line with previous studies, but a relationship dimension is added. Practical implications - The framework empowers managers to assess healthcare quality in corporate, public and teaching hospitals. Originality/value - The paper helps academics and practitioners to assess HSQ from a patient perspective.

  16. Manager personality, manager service quality orientation, and service climate: test of a model.

    PubMed

    Salvaggio, Amy Nicole; Schneider, Benjamin; Nishii, Lisa H; Mayer, David M; Ramesh, Anuradha; Lyon, Julie S

    2007-11-01

    This article conceptually and empirically explores the relationships among manager personality, manager service quality orientation, and climate for customer service. Data were collected from 1,486 employees and 145 managers in grocery store departments (N = 145) to test the authors' theoretical model. Largely consistent with hypotheses, results revealed that core self-evaluations were positively related to managers' service quality orientation, even after dimensions of the Big Five model of personality were controlled, and that service quality orientation fully mediated the relationship between personality and global service climate. Implications for personality and organizational climate research are discussed. (c) 2007 APA

  17. Effective interventions on service quality improvement in a physiotherapy clinic.

    PubMed

    Gharibi, Farid; Tabrizi, JafarSadegh; Eteraf Oskouei, MirAli; AsghariJafarabadi, Mohammad

    2014-01-01

    Service quality is considered as a main domain of quality associ-ated with non-clinical aspect of healthcare. This study aimed to survey and im-proves service quality of delivered care in the Physiotherapy Clinic affiliated with the Tabriz University of Medical Sciences, Tabriz, Iran. A quasi experimental interventional study was conducted in the Physiotherapy Clinic, 2010-2011. Data were collected using a validated and reli-able researcher made questionnaire with participation of 324 patients and their coadjutors. The study questionnaire consisted of 7 questions about demographic factors and 38 questions for eleven aspects of service quality. Data were then analyzed using paired samples t-test by SPSS16. In the pre intervention phase, six aspects of service quality including choice of provider, safety, prevention and early detection, dignity, autonomy and availability achieved non-acceptable scores. Following interventions, all aspects of the service quality improved and also total service quality score improved from 8.58 to 9.83 (P<0.001). Service quality can be improved by problem implementation of appropriate interventions. The acquired results can be used in health system fields to create respectful environments for healthcare customers.

  18. Effective Interventions on Service Quality Improvement in a Physiotherapy Clinic

    PubMed Central

    Gharibi, Farid; Tabrizi, JafarSadegh; Eteraf Oskouei, MirAli; AsghariJafarabadi, Mohammad

    2014-01-01

    Background: Service quality is considered as a main domain of quality associ­ated with non-clinical aspect of healthcare. This study aimed to survey and im­proves service quality of delivered care in the Physiotherapy Clinic affiliated with the Tabriz University of Medical Sciences, Tabriz, Iran. Methods: A quasi experimental interventional study was conducted in the Physiotherapy Clinic, 2010-2011. Data were collected using a validated and reli­able researcher made questionnaire with participation of 324 patients and their coadjutors. The study questionnaire consisted of 7 questions about demographic factors and 38 questions for eleven aspects of service quality. Data were then analyzed using paired samples t-test by SPSS16. Results: In the pre intervention phase, six aspects of service quality including choice of provider, safety, prevention and early detection, dignity, autonomy and availability achieved non-acceptable scores. Following interventions, all aspects of the service quality improved and also total service quality score improved from 8.58 to 9.83 (P<0.001). Conclusion: Service quality can be improved by problem implementation of appropriate interventions. The acquired results can be used in health system fields to create respectful environments for healthcare customers. PMID:25097838

  19. Quality Is Key--The Impact of Community Service, Community Service Quality, and Reflection on Adolescents' Volunteering Intentions

    ERIC Educational Resources Information Center

    van Goethem, Anne A. J.; van Hoof, Anne; Orobio de Castro, Bram; van Aken, Marcel A. G.

    2014-01-01

    This study examined the effect of community service program-quality on changes in adolescents' intentions to volunteer. Based on the literature, volunteering intentions were expected to increase by programs with high quality community service activities (e.g., instructive activities) and educational activities including reflection. Adolescents (N=…

  20. 18 CFR 37.7 - Auditing Transmission Service Information.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... Service Information. 37.7 Section 37.7 Conservation of Power and Water Resources FEDERAL ENERGY REGULATORY COMMISSION, DEPARTMENT OF ENERGY REGULATIONS UNDER THE FEDERAL POWER ACT OPEN ACCESS SAME-TIME INFORMATION SYSTEMS § 37.7 Auditing Transmission Service Information. (a) All OASIS database transactions,...

  1. 18 CFR 37.7 - Auditing Transmission Service Information.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... Service Information. 37.7 Section 37.7 Conservation of Power and Water Resources FEDERAL ENERGY REGULATORY COMMISSION, DEPARTMENT OF ENERGY REGULATIONS UNDER THE FEDERAL POWER ACT OPEN ACCESS SAME-TIME INFORMATION SYSTEMS § 37.7 Auditing Transmission Service Information. (a) All OASIS database transactions,...

  2. 18 CFR 37.7 - Auditing Transmission Service Information.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... Service Information. 37.7 Section 37.7 Conservation of Power and Water Resources FEDERAL ENERGY REGULATORY COMMISSION, DEPARTMENT OF ENERGY REGULATIONS UNDER THE FEDERAL POWER ACT OPEN ACCESS SAME-TIME INFORMATION SYSTEMS § 37.7 Auditing Transmission Service Information. (a) All OASIS database transactions,...

  3. Management and Marketing of Information Services in Africa.

    ERIC Educational Resources Information Center

    Nawe, Julieta

    1993-01-01

    Discusses the need to market information services in Africa and examines some of the obstacles to the use of library and information services. Highlights include technological changes; management issues, including a negative image of librarians; marketing information to a population with low use of libraries; the role of governments; and culture…

  4. Position Paper on Extra-Library Information Service. Final Report.

    ERIC Educational Resources Information Center

    Myatt, DeWitt O.; Barclay, Donald A.

    Extra-library information services are helping libraries find solutions to the problems created by the changes in the information environment, the demand for current information, and the media by which the knowledge is distributed. There are three types of these services: (1) document handling systems, (2) data handling systems, and (3)…

  5. Critical to quality in telemedicine service management: application of DFSS (Design for Six Sigma) and SERVQUAL).

    PubMed

    Yun, Eun Kyoung; Chun, Kee Moon

    2008-01-01

    Telemedicine generally refers to the use of communications and information technologies for the delivery of health care. owever, telemedicine is not merely a simple combination of health care and technology. The researchers propose a systematic approach for assessing needs of telemedicine customers, called critical-to-quality (CTQ) in Six Sigma, with a purpose of continuous quality improvement. The combination approach using DFSS (Design for Six Sigma) and SERVQUAL (Service Quality Framework) was applied to define the critical quality attributes of telemedicine service management and to match them with the current telemedicine process. With a step-by-step procedure, telemedicine service process was reviewed and all the important CTQ candidates identified via a case study. The findings suggest that nurses need further understanding and research methods that will improve and manage the quality of health care service in various medical fields.

  6. 77 FR 50692 - Request for Information on Quality Measurement Enabled by Health IT-Extension Date for Responses

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-08-22

    ... HUMAN SERVICES Agency for Healthcare Research and Quality Request for Information on Quality Measurement Enabled by Health IT--Extension Date for Responses AGENCY: Agency for Healthcare Research and Quality... Agency for Healthcare Research and Quality (AHRQ) requests information from the Public, including...

  7. Maryland Cleaning & Abatement Services Corp. Information Sheet

    EPA Pesticide Factsheets

    Maryland Cleaning & Abatement Services Corp. (the Company) is located in Baltimore, Maryland. The settlement involves renovation activities conducted at property constructed prior to 1978, located in Baltimore, Maryland.

  8. Quality Attributes and Service-Oriented Architectures

    DTIC Science & Technology

    2005-09-01

    Microsoft, BEA, Oracle , and Sun) and end-user organizations (e.g., AOL, General Motors, MCI, and SAP). Many Web services products were updated in...Definition. http:// weblogic . sys-con.com/read/48928.htm (April 2005). [Gall 03] Gall, Nick & Perkins, Earl. The Intersection of Web Services and Security

  9. Service as a Feature of Quality Education.

    ERIC Educational Resources Information Center

    Drake, Barry

    2001-01-01

    Suggests ways in which service-learning programs can be included in middle school curricula and describes two such projects. States that a meaningful evaluation of a school's service program is only possible if a number of discrete, observable features of success can be identified that afford the opportunity for objective measurement. (NB)

  10. Evaluating the Quality of a Chat Service

    ERIC Educational Resources Information Center

    Arnold, Julie; Kaske, Neal K.

    2005-01-01

    A quantitative study of a university chat reference service (online synchronous) addresses the following research questions: (1) What types of questions are being asked? (2) Who is asking the questions of the service? and (3) Did the customers get correct answers to their questions? All the transcripts (351) from January through August 2002 were…

  11. Service Quality Management Systems: An Annotated Bibliography

    DTIC Science & Technology

    1992-05-01

    procedures or guidelines to use for implementing a useful service management program. The ful- crum of the authors’ program rests upon their Service...people who can act upon it. Case studies of our high-growth companies are presented: The Goodyear Tire & Rubber Company, Proctor & Gamble, Benet

  12. Influences of the Unified Service Action Model on the HL7 Reference Information Model.

    PubMed

    Russler, D C; Schadow, G; Mead, C; Snyder, T; Quade, L M; McDonald, C J

    1999-01-01

    Modeling information for the electronic medical record (EMR) builds on a century of study on information and its relationship to cost and quality improvement. An initiative to examine the focus of cost and quality improvement and its relationship to information modeling resulted in the development of the Unified Service Action Model of healthcare processes, which focuses on the action as the center of cost accounting, quality accounting and privacy management. The application of this model to the HL7 Reference Information Model produced a simplification of the HL7 model at the cost of increased reliance on vocabulary terms for actions.

  13. Europlanet Integrated and Distributed Information Service

    NASA Astrophysics Data System (ADS)

    Schmidt, W.; Capria, M. T.; Chanteur, G.

    2009-04-01

    During the past decades the various disciplines in planetary sciences have developed to a very high international standard. But the collaboration between the different fields should be improved. To overcome the current fragmentation of the EU Planetary Science community and thereby to increase the scientific return of the related investment, the EU commission is funding via its Framework Program 7 the development of the "Europlanet Research Infrastructure -Europlanet RI". The Europlanet RI will consolidate the integration of the European Planetary Science community which started with Europlanet's FP6 project and will integrate major parts of the related distributed European infrastructure to be shared, fed and expanded by all planetary scientists. This infrastructure encompasses as diverse components as space exploration, ground-based observations, laboratory experiments and numerical modeling teams. Europlanet RI aims at bringing scientists from Europe and beyond together who are working in these fields, support the exchange of experts and ideas and make as many resources and data as possible available to the research community. A central part of Europlanet RI is the "Integrated and Distributed Information Service" or Europlanet-IDIS. The task of IDIS as central part of Europlanet is to provide an easy-to-use Web-based platform to locate teams and laboratories with special knowledge needed to support the own research activities, give access to the wealth of already available data, initiate new research activities needed to interpret accumulated data or to solve open questions, and to exploit synergies between space-based missions and capabilities of ground based observatories. It also offers to a wide range of teams and laboratories the possibility to share their data, advertise their capabilities and increase the scientific return by cooperation. IDIS is organized as an EU FP7 Support Activity, consisting of different access nodes which are connected by

  14. Information System Selection: Methods for Comparing Service Benefits

    PubMed Central

    Bradley, Evelyn; Campbell, James G.

    1981-01-01

    Automated hospital information systems are purchased both for their potential impact on costs (economic benefits) and for their potential impact on the efficiency and effectiveness of hospital performance (Service Benefits). This paper defines and describes Service Benefits and describes their importance in information system selection. Comparing various systems' Service Benefit contributions implies developing a composite measure of potential Service Benefits; this necessitates expressing Service Benefits in a single unit of measure. This paper concludes with discussion of alternative methods for translating Service Benefits into a common unit of measure, so they may be summed and compared for each system under consideration.

  15. Incorporating Quality Control Information in the Sensor Web

    NASA Astrophysics Data System (ADS)

    Devaraju, Anusuriya; Kunkel, Ralf; Bogena, Heye

    2013-04-01

    The rapid development of sensing technologies had led to the creation of large amounts of heterogeneous environmental observations. The Sensor Web provides a wider access to sensors and observations via common protocols and specifications. Observations typically go through several levels of quality control, and aggregation before they are made available to end-users. Raw data are usually inspected, and related quality flags are assigned. Data are gap-filled, and errors are removed. New data series may also be derived from one or more corrected data sets. Until now, it is unclear how these kinds of information can be captured in the Sensor Web Enablement (SWE) framework. Apart from the quality measures (e.g., accuracy, precision, tolerance, or confidence), the levels of observational series, the changes applied, and the methods involved must be specified. It is important that this kind of quality control information is well described and communicated to end-users to allow for a better usage and interpretation of data products. In this paper, we describe how quality control information can be incorporated into the SWE framework. Concerning this, first, we introduce the TERENO (TERrestrial ENvironmental Observatories), an initiative funded by the large research infrastructure program of the Helmholtz Association in Germany. The main goal of the initiative is to facilitate the study of long-term effects of climate and land use changes. The TERENO Online Data RepOsitORry (TEODOOR) is a software infrastructure that supports acquisition, provision, and management of observations within TERENO via SWE specifications and several other OGC web services. Next, we specify changes made to the existing observational data model to incorporate quality control information. Here, we describe the underlying TERENO data policy in terms of provision and maintenance issues. We present data levels, and their implementation within TEODOOR. The data levels are adapted from those used by

  16. 75 FR 45600 - Information Collection; Customer Data Worksheet Request for Service Center Information Management...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-08-03

    ... Information Management System (SCIMS) Record Changes AGENCY: Farm Service Agency, USDA. ] ACTION: Notice and... Center Information Management System (SCIMS) that contains the producer's personal information... Officer for Agriculture, Office of Information and Regulatory Affairs, Office of Management and...

  17. Marketing to older patients: perceptions of service quality.

    PubMed

    Brand, R R; Cronin, J J; Routledge, J B

    1997-01-01

    Marketing has taken on increased importance in the United States' health care industry, especially with respect to Americans aged 55 and older. Given that health care costs account for 14 percent of the GNP of the U.S., and that older Americans represent nearly 25 percent of all health care expenditures, the ability of physicians to assess the perceptions of service quality, service value, and satisfaction and the effects of these variables on patient loyalty with respect to older patients is very important. A comprehensive model of patient behavior is introduced and tested. The results suggest the medical office staff and the expertise of the physician play particularly important roles in older patients' perceptions of service quality. In addition, strong relationships were found between (1) Service Quality and Satisfaction, (2) Satisfaction and Patient Behavior (repeated use of the physician), and (3) Service Quality and Patient Behavior. Conclusions and suggestions for future research are offered.

  18. Website Service Quality in Ireland: An Empirical Study

    NASA Astrophysics Data System (ADS)

    Connolly, Regina

    Despite the fact that service quality is a critical determinant of website success, studies show that consumers frequently view the service quality delivered through websites as unsatisfactory. This paper outlines a study that investigated the dimensions of website service excellence valued by Irish customers of a small-to-medium enterprise specialising in gifts. The E-S-QUAL measurement instrument was applied to the customers who purchase products online from this retailer, in order to determine their purchasing patterns and the dimensions of e-service quality that they value. The results of this study indicate the effectiveness of the instrument in determining gaps in e-service quality. The findings will be of benefit both to practitioners and researchers seeking to improve their understanding of the factors that contribute towards the creation and maintenance of consumer satisfaction in Irish online transactions.

  19. Health systems and long-term care for older people in Europe. Modelling the interfaces between prevention, rehabilitation, quality of services and informal care—an action research project

    PubMed Central

    Wagner, Lis; Campbell, Lorna; van der Veen, Roelf; Leichsenring, Kai

    2011-01-01

    Objective The objective of INTERLINKS, a project that is co-financed by the 7th Framework Programme of DG Research, is to construct and validate a general model to describe, analyse and improve long-term care (LTC) systems for older people from a European perspective. The project is co-ordinated by the European Centre for Social Welfare Policy and Research (Vienna) and carried out by 14 research agencies from 16 European countries. This 3-year project will complete in October 2011. Method Since LTC exists at the boundaries of health and social care systems and is often undefined and underspecified as a discrete system, INTERLINKS is conceived as an interactive study of applied social research. A methodology based on some principles of action research was chosen, in order to facilitate cross-national comparisons and enable individual Member States to compare their developmental status and to identify future areas for national development. In three cyclical rounds of investigation, production and eventual validation (see Figure 1), key research questions have been tested and reviewed by groups of participating countries, in such a way that a model in the form of an analytical toolbox is currently evolving out of the process. Key to the process is a validation procedure that will ensure a robust outcome in terms of methods and tools, carried out in close cooperation with many parties, such as: researchers, health professionals, politicians, economists, users and other experts on LTC, including those at EU level. First, the national research teams prepared vignettes to describe the pathway of a stroke or dementia patient through their country’s system(s), from the perspective of the roles of informal care, quality assurance and assessment, prevention and rehabilitation, considering also regulation and financing issues (see Figures 2 and 3). In focusing on gaps and interfaces between services and organisations involved, problems and difficulties perceived were

  20. Application of Information Science in Postal Services, Telecommunications, and Management,

    DTIC Science & Technology

    1982-10-27

    RD-A122 Oil APPLICATION OF INFORMATION SCIENCE IN POSTAL SERVICES i/i TELECOMMUNICATIONS AND MANAGEMENT(U) FOREIGN TECHNOLOGY DIV WRIGHT-PATTERSON...6hTWOJL GMIAU Or STAWSOI - 1963 -A FTD-ID(RS)T-1322-82 FOREIGN TECHNOLOGY DIVISION APPLICATION OF INFORMATION SCIENCE IN POSTAL SERVICES...82 EDITED TRANSLATION FTD-ID(RS)T-1322-82 27 October 1982 MICROFICHE NR: FTD-82-C-001369 APPLICATION OF INFORMATION SCIENCE IN POSTAL SERVICES

  1. Establishing Information Services in Developing Countries

    ERIC Educational Resources Information Center

    Chander, J.; Scott, R.

    1978-01-01

    The information needs of developing countries engaged in the process of industrilization are indicated, and some practical suggestions offered for developing a national industrial information center. (MBR)

  2. Establishing Information Services in Developing Countries

    ERIC Educational Resources Information Center

    Chander, J.; Scott, R.

    1978-01-01

    The information needs of developing countries engaged in the process of industrilization are indicated, and some practical suggestions offered for developing a national industrial information center. (MBR)

  3. Electronic Collection Management and Electronic Information Services

    DTIC Science & Technology

    2004-12-01

    WorldCat ) and automatic ILL request services attached to OPACs and online databases. The ILL community has developed a continuing interest in using...international Interlibrary Loan Service or Global Sharing Group Access Capability (GAC), built upon its union catalog WorldCat . It utilizes a standard

  4. The management of health care service quality. A physician perspective.

    PubMed

    Bobocea, L; Gheorghe, I R; Spiridon, St; Gheorghe, C M; Purcarea, V L

    2016-01-01

    Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted in fields such as brokerage and banking, experts concluded that the SERVQUAL scale should be modified depending on the specific context. Moreover, the SERVQUAL scale focused on the consumer's perspective regarding service quality. While service quality was measured with the help of SERVQUAL scale, other experts identified a structure-process-outcome design, which, they thought, would be more suitable for health care services. This approach highlights a different perspective on investigating the service quality, namely, the physician's perspective. Further, we believe that the Seven Prong Model for Improving Service Quality has been adopted in order to effectively measure the health care service in a Romanian context from a physician's perspective.

  5. Using mobile technology to improve healthcare service quality.

    PubMed

    Chao, Chia Chen; Jen, Wen Yuan; Li, Yu-Chuan; Chi, Y P; Chen, Chang-I; Feng, Chen Chjeh

    2005-01-01

    Improving healthcare service quality for illness of treatment, illness prevention and patient service is difficult for most hospitals because the hospitals are lack adequate resources and labor. In order to provide better healthcare service quality for patients, mobile technology can be used to manage healthcare in a way that provides the optimal healthcare service for patients. Pursuing utilization of mobile technology for better patient service, Taipei Medical University Municipal W. F. Teaching Hospital has implemented a mobile healthcare service (m-HS) system to increase healthcare service quality. The m-HS system improves the quality of medical care as well as healthcare service. The m-HS is a multi-functional healthcare management agent, meets the mobile tendency of the present society. This study seeks to discuss the m-HS architecture and workflow processes. We believe the m-HS does have the potential to improve healthcare service quality. Finally, the conclusions and suggestions for the m-HS are given.

  6. The management of health care service quality. A physician perspective

    PubMed Central

    Bobocea, L; Gheorghe, IR; Spiridon, St; Gheorghe, CM; Purcarea, VL

    2016-01-01

    Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted in fields such as brokerage and banking, experts concluded that the SERVQUAL scale should be modified depending on the specific context. Moreover, the SERVQUAL scale focused on the consumer’s perspective regarding service quality. While service quality was measured with the help of SERVQUAL scale, other experts identified a structure-process-outcome design, which, they thought, would be more suitable for health care services. This approach highlights a different perspective on investigating the service quality, namely, the physician’s perspective. Further, we believe that the Seven Prong Model for Improving Service Quality has been adopted in order to effectively measure the health care service in a Romanian context from a physician’s perspective. PMID:27453745

  7. The integration of quality management into chronic disease health services.

    PubMed

    Shayesteh, Sheila Golnaz; Kliewer, Gordon; Morrin, Louise

    2010-01-01

    Quality management strategies can be integrated into health services and processes to evaluate, measure, and improve the health services delivered to patients. Over a 6-month period, Living Well with a Chronic Condition program, a chronic disease management health service, had its support services evaluated and significantly improved, reducing the delays that participants experienced trying to access education and exercise classes. Through the use of quality management tools, including process mapping, performance data collection and evaluation, and participant feedback, the program intake process was improved significantly. Wait times of up to 90 days, with an average of 45 days, were reduced to less than 1 week. Postimprovement measures continued to demonstrate improved service, indicating that involving the staff and participants in quality management strategies can lead to significant optimization of services to participants.

  8. The human side of quality: service oriented employees.

    PubMed

    Wagner, D M

    1991-01-01

    Motivating employees to care about the quality of the services they provide is an essential ingredient in quality improvement. In this article the author presents eight methods that employers can use to translate expectations into actions. Becoming aware of what today's employees want is the first step; money and job security are not as important as respect, challenging work that shows results, and managers who listen. Since customer relations mirror management's attitudes toward employees, caring about staff is basic in a quality service organization. Education and training of workers are also crucial, as are communication of expectations and providing prompt feedback. Employees also need reward and recognition. Hiring the right people is another necessity for quality service. Finally, managers must be leaders who can articulate values and the organization's vision in order to enlist employees in the cause of quality service.

  9. Measuring quality in services for children with an intellectual disability.

    PubMed

    Koornneef, Erik

    2006-01-01

    To evaluate the application of one particular quality measurement tool, the SERVQUAL instrument, as a potential mechanism to measure quality in services for children with disabilities Staff and family of children with an intellectual disability in two organisations providing specialist therapy and day completed an adapted SERVQUAL questionnaire. A total of 81 SERVQUAL questionnaires were distributed and 59 questionnaires were returned (response rate of 73 per cent). The SERVQUAL instrument can be considered as a useful diagnostic tool to identify particular strengths and areas for improvement in services for people with disabilities as the instrument lends itself for the monitoring of the effectiveness of quality improvement initiatives over time. The findings also showed relatively high customer expectations and the organisations involved in this research are currently not meeting all of these high expectations as significant quality gaps were found in the areas of reliability and responsiveness. The sample size was relatively small and the measurement of quality using the SERVQUAL instrument remains a challenge, due to the conceptual and empirical difficulties. The SERVQUAL instrument is probably most be attractive to service managers and funding organisations because of its ability to identify gaps in the quality of the service. The tool had been used to measure quality in services for people with disabilities and the research has shown that this tool might be an important additional quality measurement tool for services.

  10. Libraries and E-Commerce: Improving Information Services and Beyond.

    ERIC Educational Resources Information Center

    Harris, Lesley Ellen

    2000-01-01

    Explains e-commerce and discusses how it can be used by special libraries. Highlights include library goals; examples of successful uses of e-commerce; how e-commerce can improve information services, including access to information, new information resources, delivery of information, and broadening information markets; and developing an…

  11. Libraries and E-Commerce: Improving Information Services and Beyond.

    ERIC Educational Resources Information Center

    Harris, Lesley Ellen

    2000-01-01

    Explains e-commerce and discusses how it can be used by special libraries. Highlights include library goals; examples of successful uses of e-commerce; how e-commerce can improve information services, including access to information, new information resources, delivery of information, and broadening information markets; and developing an…

  12. Developing a quality assurance program for online services.

    PubMed Central

    Humphries, A W; Naisawald, G V

    1991-01-01

    A quality assurance (QA) program provides not only a mechanism for establishing training and competency standards, but also a method for continuously monitoring current service practices to correct shortcomings. The typical QA cycle includes these basic steps: select subject for review, establish measurable standards, evaluate existing services using the standards, identify problems, implement solutions, and reevaluate services. The Claude Moore Health Sciences Library (CMHSL) developed a quality assurance program for online services designed to evaluate services against specific criteria identified by research studies as being important to customer satisfaction. These criteria include reliability, responsiveness, approachability, communication, and physical factors. The application of these criteria to the library's existing online services in the quality review process is discussed with specific examples of the problems identified in each service area, as well as the solutions implemented to correct deficiencies. The application of the QA cycle to an online services program serves as a model of possible interventions. The use of QA principles to enhance online service quality can be extended to other library service areas. PMID:1909197

  13. Developing a quality assurance program for online services.

    PubMed

    Humphries, A W; Naisawald, G V

    1991-07-01

    A quality assurance (QA) program provides not only a mechanism for establishing training and competency standards, but also a method for continuously monitoring current service practices to correct shortcomings. The typical QA cycle includes these basic steps: select subject for review, establish measurable standards, evaluate existing services using the standards, identify problems, implement solutions, and reevaluate services. The Claude Moore Health Sciences Library (CMHSL) developed a quality assurance program for online services designed to evaluate services against specific criteria identified by research studies as being important to customer satisfaction. These criteria include reliability, responsiveness, approachability, communication, and physical factors. The application of these criteria to the library's existing online services in the quality review process is discussed with specific examples of the problems identified in each service area, as well as the solutions implemented to correct deficiencies. The application of the QA cycle to an online services program serves as a model of possible interventions. The use of QA principles to enhance online service quality can be extended to other library service areas.

  14. Outreach Realty Servicing, LLC Information Sheet

    EPA Pesticide Factsheets

    Outreach Realty Servicing, LLC (the Company) is located in New Haven, Connecticut. The settlement involves renovation activities conducted at property constructed prior to 1978, located in New Haven, Connecticut.

  15. Evaluating health service quality: using importance performance analysis.

    PubMed

    Izadi, Azar; Jahani, Younes; Rafiei, Sima; Masoud, Ali; Vali, Leila

    2017-08-14

    Purpose Measuring healthcare service quality provides an objective guide for managers and policy makers to improve their services and patient satisfaction. Consequently, the purpose of this paper is to measure service quality provided to surgical and medical inpatients at Kerman Medical Sciences University (KUMS) in 2015. Design/methodology/approach A descriptive-analytic study, using a cross-sectional method in the KUMS training hospitals, was implemented between October 2 and March 15, 2015. Using stratified random sampling, 268 patients were selected. Data were collected using an importance-performance analysis (IPA) questionnaire, which measures current performance and determines each item's importance from the patients' perspectives. These data indicate overall satisfaction and appropriate practical strategies for managers to plan accordingly. Findings Findings revealed a significant gap between service importance and performance. From the patients' viewpoint, tangibility was the highest priority (mean=3.54), while reliability was given the highest performance (mean=3.02). The least important and lowest performance level was social accountability (mean=1.91 and 1.98, respectively). Practical implications Healthcare managers should focus on patient viewpoints and apply patient comments to solve problems, improve service quality and patient satisfaction. Originality/value The authors applied an IPA questionnaire to measure service quality provided to surgical and medical ward patients. This method identifies and corrects service quality shortcomings and improving service recipient perceptions.

  16. [Patent information service at the Moscow Research Institute of Tuberculosis].

    PubMed

    Smirnova, L V

    1989-01-01

    The history of the patent information service at the Moscow Research Institute of Tuberculosis, the RSFSR Ministry of Public Health is described and the tendencies to its further development are defined. The main principles of the information system at the Institute, the characteristics of its information reference and retrieval services, the forms and methods used for providing the Republic Special Program with patent information are presented. The problems of the data processing automation are discussed. The influence of the patent information service on advanced levels of scientific and practical activity, as well as invention and rationalization practice is analyzed.

  17. DCASR (Defense Contract Administration Service Region), Boston Is the Customer’s Voice. Total Quality Management

    DTIC Science & Technology

    1989-10-01

    This document contains information concerning actions taken in FY 89 to implement Total Quality Management at Defense Contract Administration Services Region, Boston. Results of Quality Improvement efforts are discussed in detail. Management by planning vision elements which drive the DCASR Boston approach to management are customer focus, process focus and measures of vision attainment. Each of the elements is discussed in depth. Keywords: Continuous process improvement; Quality improvement prototype nomination.

  18. DPOI: Distributed software system development platform for ocean information service

    NASA Astrophysics Data System (ADS)

    Guo, Zhongwen; Hu, Keyong; Jiang, Yongguo; Sun, Zhaosui

    2015-02-01

    Ocean information management is of great importance as it has been employed in many areas of ocean science and technology. However, the developments of Ocean Information Systems (OISs) often suffer from low efficiency because of repetitive work and continuous modifications caused by dynamic requirements. In this paper, the basic requirements of OISs are analyzed first, and then a novel platform DPOI is proposed to improve development efficiency and enhance software quality of OISs by providing off-the-shelf resources. In the platform, the OIS is decomposed hierarchically into a set of modules, which can be reused in different system developments. These modules include the acquisition middleware and data loader that collect data from instruments and files respectively, the database that stores data consistently, the components that support fast application generation, the web services that make the data from distributed sources syntactical by use of predefined schemas and the configuration toolkit that enables software customization. With the assistance of the development platform, the software development needs no programming and the development procedure is thus accelerated greatly. We have applied the development platform in practical developments and evaluated its efficiency in several development practices and different development approaches. The results show that DPOI significantly improves development efficiency and software quality.

  19. The Marketing of Information Analysis Center Products and Services.

    ERIC Educational Resources Information Center

    Veazie, Walter H., Jr.; Connolly, Thomas F.

    Information analysis centers (IACs) represent a valuable national resource which has not been fully utilized, often because their products and services are not widely known. Recent Government economy measures demand consideration of increased marketability of these products and services and the institution of service charges as a possible source…

  20. 75 FR 25833 - Information Collection; Guaranteed Loan Making and Servicing

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-05-10

    ... Farm Service Agency Information Collection; Guaranteed Loan Making and Servicing AGENCY: Farm Service... the Guaranteed Farm Loan Program. DATES: We will consider comments that we receive by July 9, 2010... Register. You may submit comments by any of the following methods: Mail: Director, Loan Making...

  1. Highly Interactive WWW Services: A New Type of Information Sources.

    ERIC Educational Resources Information Center

    Vanouplines, Patrick; Nieuwenhuysen, P.

    The World Wide Web is evolving from a collection of texts linked by hypertext and hypermedia toward services that operate interactively with the information user, and which offer results through use of a broad spectrum of tools. This paper presents a collection of interactive WWW services. The services are classified on the basis of the client…

  2. Evaluating the Impact of a Special Library and Information Service

    ERIC Educational Resources Information Center

    Botha, Erika; Erasmus, Rene; van Deventer, Martie

    2009-01-01

    The mere fact that a library service is being used does not mean that the service makes a difference or has a positive impact on the user. This has significant implications for Special Library and Information Services (SL&IS) that have to constantly prove that they add value. Because of the difficulty of measuring impact effectively, the…

  3. Linking service climate and customer perceptions of service quality: test of a causal model.

    PubMed

    Schneider, B; White, S S; Paul, M C

    1998-04-01

    A set of foundation issues that support employee work and service quality is conceptualized as a necessary but not sufficient cause of a climate for service, which in turn is proposed to be reflected in customer experiences. Climate for service rests on the foundation issues, but in addition it requires policies and practices that focus attention directly on service quality. Data were collected at multiple points in time from employees and customers of 134 branches of a bank and analyzed via structural equation modeling. Results indicated that the model in which the foundation issues yielded a climate for service, and climate for service in turn led to customer perceptions of service quality, fit the data well. However, subsequent cross-lagged analyses revealed the presence of a reciprocal effect for climate and customer perceptions. Implications of these results for theory and research are offered.

  4. The Students’ Viewpoint on Quality of Educational Services in Iran

    PubMed Central

    Siamian, Hasan; Rostami, Farideh; Ghara, Aliasghar Nadi; Abedi, Ghassem

    2017-01-01

    Background: Recently, focusing on higher education quality has got increasingly critical. The novel managerial attitudes have defined the customer-demanded quality. Based on this, recognizing the receivers’ perception of the quality of the services offered and evaluating the quality of the service is considered of the basic measures taken in order to develop quality promotion programs. Therefore, this is a qualitative research conducted for students’ viewpoint on quality of educational services. Material and Methods: This qualitative study has been performed by the phenomenological method. The samples have been selected based on goal-oriented approach. In this qualitative research, the required data have been collected in two phases (90 individual interviews and 30 focus group discussions) at Mazandaran University of Medical Sciences during which the participants have conveyed their experiences and expectations encountering the educational quality topic. All the interviews have been recorded and implemented. The interviews analysis has been carried out simultaneously with the implementation and using theme analysis by Smith method. Results: According to the findings regarding the definition of quality, the students have emphasized two important aspects including “educational services standards by the teacher “and “the students’ satisfaction”. Thus the final education quality resulted from the students’ experiences and perception is this way: “Presenting the students educational services in class and out of class compatible with the educational services standards so that it results in the students’ satisfaction”. When a person views her/him-self rightful as a customer, whatever seems necessary to them appears like a requirement. Then regarding paying attention and reflecting on the customers’ perceived needs, it is possible to determine their expectations limit to some extent. Conclusion: Therefore, designing educational quality standards in

  5. Applying Quality Function Deployment Model in Burn Unit Service Improvement.

    PubMed

    Keshtkaran, Ali; Hashemi, Neda; Kharazmi, Erfan; Abbasi, Mehdi

    2016-01-01

    Quality function deployment (QFD) is one of the most effective quality design tools. This study applies QFD technique to improve the quality of the burn unit services in Ghotbedin Hospital in Shiraz, Iran. First, the patients' expectations of burn unit services and their priorities were determined through Delphi method. Thereafter, burn unit service specifications were determined through Delphi method. Further, the relationships between the patients' expectations and service specifications and also the relationships between service specifications were determined through an expert group's opinion. Last, the final importance scores of service specifications were calculated through simple additive weighting method. The findings show that burn unit patients have 40 expectations in six different areas. These expectations are in 16 priority levels. Burn units also have 45 service specifications in six different areas. There are four-level relationships between the patients' expectations and service specifications and four-level relationships between service specifications. The most important burn unit service specifications have been identified in this study. The QFD model developed in the study can be a general guideline for QFD planners and executives.

  6. The students' viewpoint on the quality gap in educational services.

    PubMed

    Rahim Khanli, Marziyeh; Daneshmandi, Hadi; Choobineh, Alireza

    2014-07-01

    Students and university community are social and human resources of the country. The students' viewpoints about the quality of educational services can be considered as a basis for planning quality promotion and improving organizational performance. This study was conducted to determine the quality gap in educational services by the students of Health and Nutrition School of Shiraz University of Medical Sciences. In this cross-sectional study, 140 students participated voluntarily (age range=19 to 40 years). The service quality (SERVQUAL) questionnaire was used for data collection. This questionnaire measured the quality gap in 5 dimensions of educational service including assurance, responsiveness, empathy, reliability, and tangibility. The students' perception about the current conditions and their expectations as to optimal conditions can be determined, using this questionnaire. The score of the gap in quality of educational services is calculated from difference between perception and expectation scores. Due to non-normality of data, non-parametric tests were used. To this end, data were analyzed by statistical tests including Wilcoxon, Friedman, Kruskal-Wallis and Mann-Whiteny tests in SPSS 14. The results showed that there was quality gap in all 5 dimensions of educational services. The largest and the smallest gaps were observed in "responsiveness" with a mean±SD of -0.94±0.74 and in "reliability" with a mean±SD of -0.76±0.69, respectively. There was a significant difference in quality gap between the 5 dimensions (p<0.001). According to the results, the students' expectations were higher than their perceptions of current conditions; also, in all aspects of the services their expectations were not met. It is recommended that workshops on customer services, communication skills and personnel's technical skills development should be planned and held. Also, allocating more resources for improving educational facilities and physical environment is

  7. The students’ viewpoint on the quality gap in educational services

    PubMed Central

    RAHIM KHANLI, MARZIYEH; DANESHMANDI, HADI; CHOOBINEH, ALIREZA

    2014-01-01

    Introduction: Students and university community are social and human resources of the country. The students’ viewpoints about the quality of educational services can be considered as a basis for planning quality promotion and improving organizational performance. This study was conducted to determine the quality gap in educational services by the students of Health and Nutrition School of Shiraz University of Medical Sciences. Methods: In this cross-sectional study, 140 students participated voluntarily (age range=19 to 40 years). The service quality (SERVQUAL) questionnaire was used for data collection. This questionnaire measured the quality gap in 5 dimensions of educational service including assurance, responsiveness, empathy, reliability, and tangibility. The students’ perception about the current conditions and their expectations as to optimal conditions can be determined, using this questionnaire. The score of the gap in quality of educational services is calculated from difference between perception and expectation scores. Due to non-normality of data, non-parametric tests were used. To this end, data were analyzed by statistical tests including Wilcoxon, Friedman, Kruskal-Wallis and Mann-Whiteny tests in SPSS 14. Results: The results showed that there was quality gap in all 5 dimensions of educational services. The largest and the smallest gaps were observed in "responsiveness" with a mean±SD of -0.94±0.74 and in "reliability" with a mean±SD of -0.76±0.69, respectively. There was a significant difference in quality gap between the 5 dimensions (p<0.001). Conclusion: According to the results, the students’ expectations were higher than their perceptions of current conditions; also, in all aspects of the services their expectations were not met. It is recommended that workshops on customer services, communication skills and personnel’s technical skills development should be planned and held. Also, allocating more resources for improving

  8. Perinatal staff perceptions of safety and quality in their service.

    PubMed

    Sinni, Suzanne V; Wallace, Euan M; Cross, Wendy M

    2014-11-28

    Ensuring safe and appropriate service delivery is central to a high quality maternity service. With this in mind, over recent years much attention has been given to the development of evidence-based clinical guidelines, staff education and risk reporting systems. Less attention has been given to assessing staff perceptions of a service's safety and quality and what factors may influence that. In this study we set out to assess staff perceptions of safety and quality of a maternity service and to explore potential influences on service safety. The study was undertaken within a new low risk metropolitan maternity service in Victoria, Australia with a staffing profile comprising midwives (including students), neonatal nurses, specialist obstetricians, junior medical staff and clerical staff. In depth open-ended interviews using a semi-structured questionnaire were conducted with 23 staff involved in the delivery of perinatal care, including doctors, midwives, nurses, nursing and midwifery students, and clerical staff. Data were analyzed using naturalistic interpretive inquiry to identify emergent themes. Staff unanimously reported that there were robust systems and processes in place to maintain safety and quality. Three major themes were apparent: (1) clinical governance, (2) dominance of midwives, (3) inter-professional relationships. Overall, there was a strong sense that, at least in this midwifery-led service, midwives had the greatest opportunity to be an influence, both positively and negatively, on the safe delivery of perinatal care. The importance of understanding team dynamics, particularly mutual respect, trust and staff cohesion, were identified as key issues for potential future service improvement. Senior staff, particularly midwives and neonatal nurses, play central roles in shaping team behaviors and attitudes that may affect the safety and quality of service delivery. We suggest that strategies targeting senior staff to enhance their performance in

  9. IPPF Co-operative Information Service (ICIS). August 1977.

    ERIC Educational Resources Information Center

    International Planned Parenthood Federation, London (England).

    The pooling of documentation service resources has resulted in the creation of an International Planned Parenthood Federation (IPPF) integrated bibliographic information system. The former Library Bulletin has become IPPF Cooperative Information Service (ICIS). Entries in ICIS are classified according to the following nine categories: (0) General…

  10. 10 CFR 1.35 - Office of Information Services.

    Code of Federal Regulations, 2012 CFR

    2012-01-01

    ... 10 Energy 1 2012-01-01 2012-01-01 false Office of Information Services. 1.35 Section 1.35 Energy NUCLEAR REGULATORY COMMISSION STATEMENT OF ORGANIZATION AND GENERAL INFORMATION Headquarters Staff Offices... improving NRC operations and service delivery; (d) Directs the implementation of a sound and integrated IT...

  11. Computerized Information Service--SDI. Annual Report 1974-75.

    ERIC Educational Resources Information Center

    Hjerppe, Roland

    The Information and Documentation Centre of the Royal Institute of Technology Library performs research and development in information science. The two main areas of this continuing research and development programme are (1) development of a comprehensive SDI service and (2) investigations in interactive retrieval services. This annual report…

  12. Meeting Academic Needs for Information: A Customer Service Approach

    ERIC Educational Resources Information Center

    Saunders, E. Stewart

    2008-01-01

    Should academic libraries seek to improve general satisfaction with their services, or are some services more important than others? This article asserts that faculty and students mainly want information resources. The research analyzes LibQUAL+[TM] data to determine which other library resources contribute to information satisfaction among users.…

  13. IPPF Co-operative Information Service (ICIS). May 1977.

    ERIC Educational Resources Information Center

    International Planned Parenthood Federation, London (England).

    The pooling of documentation service resources has resulted in the creation of an International Planned Parenthood Federation (IPPF) integrated bibliographic information system. Thus, the former Library Bulletin has become IPPF Cooperative Information Service (ICIS). This is the first such publication. Entries in ICIS are classified according to…

  14. Meeting Academic Needs for Information: A Customer Service Approach

    ERIC Educational Resources Information Center

    Saunders, E. Stewart

    2008-01-01

    Should academic libraries seek to improve general satisfaction with their services, or are some services more important than others? This article asserts that faculty and students mainly want information resources. The research analyzes LibQUAL+[TM] data to determine which other library resources contribute to information satisfaction among users.…

  15. [Current problems of information technologies application for forces medical service].

    PubMed

    Ivanov, V V; Korneenkov, A A; Bogomolov, V D; Borisov, D N; Rezvantsev, M V

    2013-06-01

    The modern information technologies are the key factors for the upgrading of forces medical service. The aim of this article is the analysis of prospective information technologies application for the upgrading of forces medical service. The authors suggested 3 concepts of information support of Russian military health care on the basis of data about information technologies application in the foreign armed forces, analysis of the regulatory background, prospects of military-medical service and gathered experience of specialists. These three concepts are: development of united telecommunication network of the medical service of the Armed Forces of the Russian Federation medical service, working out and implementation of standard medical information systems for medical units and establishments, monitoring the military personnel health state and military medical service resources. It is noted that on the assumption of sufficient centralized financing and industrial implementation of the military medical service prospective information technologies, by the year 2020 the united information space of the military medical service will be created and the target information support effectiveness will be achieved.

  16. Multiple service use: the impact of consistency in service quality for vulnerable youth.

    PubMed

    Sanders, Jackie; Munford, Robyn; Liebenberg, Linda; Ungar, Michael

    2014-04-01

    Little is known about the way in which variations in service quality influence outcomes when youth are clients of more than one service system. This article reports on a study of 1,210 adolescents (aged 13-17 years), half were concurrent clients of two or more services and half were not involved in two or more services. Youth completed a self-report questionnaire administered by a trained interviewer. It was hypothesized that youth reporting two positive service experiences would report lower risks, higher resilience, and better outcomes than youth reporting inconsistent or two negative service experiences and that their resilience, risks, and outcomes would be similar to those of youth not involved in two or more services. MANCOVA was used to determine the relationship among service quality and resilience, risk, and outcomes with four covariates that assessed family and neighborhood environments, history of abuse and neglect, and chronic need. Results indicate that service quality had an effect on resilience, risks, and outcomes. These relationships were mediated quite strongly by the influence of the risks youth faced in their neighborhoods and to a lesser extent by the other three covariates. Of the three dependent variables, risk appeared to be the most consistently influenced by all the covariates, and it also differentiated service experience groups. Results point to the importance of services developing strategies to effectively address risks confronted by youth and also to ensure that when more than one service is involved with youth, consistency in service delivery is achieved.

  17. Implementation of quality standards in an individual monitoring service.

    PubMed

    Hyvönen, H; Vartiainen, E

    2001-01-01

    In this paper the implementation of a quality system to the procedures of an individual monitoring service (IMS) is described from the practical perspective. The IMS of the Radiation and Nuclear Safety Authority (STUK) is used as an example. The IMS of STUK monitors about 8500 persons mainly working in hospitals, industry and research centres. The current thermoluminescence dosemeter (TLD) system was introduced in 1992 and the whole service changed to TLDs in 1995. The quality system compatible with the quality standards was introduced in 1999. An application for accreditation to fulfill EN45001 and ISO/IEC Guide 25 was made in December 1999, accreditation was achieved in August 2000 by the Finnish Accreditation Service (FINAS). The considerations needed for the quality system to fulfill the requirements of the quality standards are reported.

  18. Quality of service in wireless internet architectures

    NASA Astrophysics Data System (ADS)

    Salih, Omer; Lorenz, Pascal; Rao, Sathya

    2001-07-01

    The QoS in networks should provide consistent, predictable data service delivery to satisfy customers application requirements. A lot of different mechanisms enable to provide QoS, such as DiffServ, IntServ and MPLS. These mechanisms can be used for fixed and mobile communications.

  19. The influence of service quality and patients' emotions on satisfaction.

    PubMed

    Vinagre, Maria Helena; Neves, José

    2008-01-01

    The purpose of this research is to develop and empirically test a model to examine the major factors affecting patients' satisfaction that depict and estimate the relationships between service quality, patient's emotions, expectations and involvement. The approach was tested using structural equation modeling, with a sample of 317 patients from six Portuguese public healthcare centres, using a revised SERVQUAL scale for service quality evaluation and an adapted DESII scale for assessing patient emotions. The scales used to evaluate service quality and emotional experience appears valid. The results support process complexity that leads to health service satisfaction, which involves diverse phenomena within the cognitive and emotional domain, revealing that all the predictors have a significant effect on satisfaction. The emotions inventory, although showing good internal consistency, might be enlarged to other typologies in further research--needed to confirm these findings. Patient's satisfaction mechanisms are important for improving service quality. The research shows empirical evidence about the effect of both patient's emotions and service quality on satisfaction with healthcare services. Findings also provide a model that includes valid and reliable measures.

  20. Quality, mainstream services with proactive and targeted outreach: a model of contraceptive service provision for young people.

    PubMed

    Baraitser, Paula; Fettiplace, Rachael; Dolan, Frances; Massil, Helen; Cowley, Sarah

    2002-04-01

    High teenage pregnancy rates in the UK reflect low levels of contraceptive use. Young people have a negative perception of contraceptive services and experience significant practical barriers to their use. Dedicated young people's services are considered an effective way to improve access. However it is costly to provide two parallel services (one for older and one for young clients) and competition for resources between two services limits the opening hours of both. In this way access by clients of all ages may be reduced. We have piloted an alternative approach. We provide quality mainstream services (open to clients of all ages) with extended hours and no appointment necessary. This is combined with targeted outreach to facilitate access by the under-25s. The outreach programme includes the development of close links between the clinic and local schools, youth services, social services and voluntary sector organisations. This paper presents one part of the evaluation of this service. Patients registering in the 6 months before and 18 months after the development of the new service completed an anonymous questionnaire. This collected demographic details and data on their source of information about the service. The number of clients of all age groups registering at the new service in the first year doubled. The number of new users aged under 16 years increased by 12-fold in the first 18 months. The number of young people citing a school sex education class as their source of information about the clinic increased by more than five-fold. This model of contraceptive service provision significantly increases service access by young people. It represents an effective alternative to dedicated services for young people.

  1. Perceived Service Quality and Student Loyalty in an Online University

    ERIC Educational Resources Information Center

    Martínez-Argüelles, María-Jesús; Batalla-Busquets, Josep-Maria

    2016-01-01

    This paper examines the influence that student perceived quality of service (PSQ) has on continuance intention and willingness to recommend a course in a fully online university. A holistic view of the service provided by the university is taken. It is not only the effect of the teaching which is examined, but also that of the administrative…

  2. Assessing Quality of Pre-Service Physics Teachers' Written Arguments

    ERIC Educational Resources Information Center

    Aydeniz, Mehmet; Gürçay, Deniz

    2013-01-01

    Purpose: The purpose of this study was to assess the quality of scientific arguments developed by pre-service physics teachers. Sample: The participants were 171 pre-service physics teachers recruited from two universities: 86 from University A and 85 from University B. Design and method: Participants were prompted to develop a written argument to…

  3. Assessing Quality of Pre-Service Physics Teachers' Written Arguments

    ERIC Educational Resources Information Center

    Aydeniz, Mehmet; Gürçay, Deniz

    2013-01-01

    Purpose: The purpose of this study was to assess the quality of scientific arguments developed by pre-service physics teachers. Sample: The participants were 171 pre-service physics teachers recruited from two universities: 86 from University A and 85 from University B. Design and method: Participants were prompted to develop a written argument to…

  4. Applying GRA and QFD to Improve Library Service Quality

    ERIC Educational Resources Information Center

    Chen, Yen-Ting; Chou, Tsung-Yu

    2011-01-01

    This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by…

  5. Applying GRA and QFD to Improve Library Service Quality

    ERIC Educational Resources Information Center

    Chen, Yen-Ting; Chou, Tsung-Yu

    2011-01-01

    This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by…

  6. Business Students' Perception of University Library Service Quality and Satisfaction

    ERIC Educational Resources Information Center

    Hsu, Maxwell K.; Cummings, Richard G.; Wang, Stephen W.

    2014-01-01

    The main purpose of this study is to examine the college students' perception of library services, and to what extent the quality of library services influences students' satisfaction. The findings depict the relationship between academic libraries and their users in today's digital world and identify critical factors that may sustain a viable…

  7. The Effect of Hospital Service Quality on Patient's Trust

    PubMed Central

    Zarei, Ehsan; Daneshkohan, Abbas; Khabiri, Roghayeh; Arab, Mohammad

    2014-01-01

    Background: The trust is meant the belief of the patient to the practitioner or the hospital based on the concept that the care provider seeks the best for the patient and will provide the suitable care and treatment for him/her. One of the main determinants of patient’s trust is the service quality. Objectives: This study aimed to examine the effect of quality of services provided in private hospitals on the patient’s trust. Patients and Methods: In this descriptive cross-sectional study, 969 patients were selected using the consecutive method from eight private general hospitals of Tehran, Iran, in 2010. Data were collected through a questionnaire containing 20 items (14 items for quality, 6 items for trust) and its validity and reliability were confirmed. Data were analyzed using descriptive statistics and multivariate regression. Results: The mean score of patients' perception of trust was 3.80 and 4.01 for service quality. Approximately 38% of the variance in patient trust was explained by service quality dimensions. Quality of interaction and process (P < 0.001) were the strongest factors in predicting patient’s trust, but the quality of the environment had no significant effect on the patients' degree of trust. Conclusions: The interaction quality and process quality were the key determinants of patient’s trust in the private hospitals of Tehran. To enhance the patients' trust, quality improvement efforts should focus on service delivery aspects such as scheduling, timely and accurate doing of the service, and strengthening the interpersonal aspects of care and communication skills of doctors, nurses and staff. PMID:25763258

  8. Quality Assessment of Family Planning Sterilization Services at Health Care Facilities: Case Record Audit.

    PubMed

    Mathur, Medha; Goyal, Ram Chandra; Mathur, Navgeet

    2017-05-01

    Quality of sterilization services is a matter of concern in India because population control is a necessity. Family Planning Sterilization (FPS) services provided at public health care facilities need to be as per Standard Operating Procedures. To assess the quality of FPS services by audit of case records at selected health care facilities. This cross-sectional study was conducted for two and a half year duration at selected public health care facilities of central India by simple random sampling where FPS services were provided. As per the standards of Government of India, case records were audited and compliance was calculated to assess the quality of services. Results of record audit were satisfactory but important criteria like previous contraceptive history and postoperative counselling were found to be deviated from standards. At Primary Health Centres (PHCs) only 89.5% and at Community Health Centres (CHCs) 58.7% of records were having details of previous contraceptive history. Other criteria like mental illness (only 70% at CHCs) assessment were also inadequate. Although informed consent was found to be having 100% compliance in all records. Quality of care in FPS services is the matter of concern in present scenario for better quality of services. This study may enlighten the policy makers regarding improvements needed for providing quality care.

  9. [The product of the service of nursing in the perspective of the management of quality].

    PubMed

    Backes, Dirce Stein; Silva, Deise Marinho; de Siqueira, Hedi Heckler; Erdmann, Alacoque Lorenzine

    2007-06-01

    This study aimed at discussing the need of stimulating innovative and integrating management practices based on the offer of quality products in order to promote new Nursing thinking/practices. Several factors intervene in this process: complexity of the human life, competitiveness, customer's requirement level, globalization, and particularly information technology revolution. In order to supply these requirements and to overcome complexities, the use of tools capable of improving the supplied services, such as management practices based on quality services, along with the implementation of humanization services, is necessary.

  10. Growth Dynamics of Information Search Services

    ERIC Educational Resources Information Center

    Lindquist, Mats G.

    1978-01-01

    An analysis of computer-based search services (ISSs) from a system's viewpoint, using a continuous simulation model to reveal growth and stagnation of a typical system is presented, as well as an analysis of decision making for an ISS. (Author/MBR)

  11. [Perception of the quality of care in the health services in Mexico. perspective of the users].

    PubMed

    Ramírez-Sánchez, T J; Nájera-Aguilar, P; Nigenda-López, G

    1998-01-01

    To describe the quality of health services as perceived by users in Mexico, as well as an analysis of predisposing and enabling factors to the use of these services. Data were selected from the National Health Survey II of 1994. The survey contains information from 3324 ambulatory health service users who sought care in the two week period previous to the survey. 81.2% of users perceived the quality as good and 18.8% thought it was poor. The main reasons for good quality of care were: personal attention (23.3%) improvement of the health problem (11.9%). For poor quality of care, the main reasons were: long waiting time (23.7%) and poor clinical examination (11.7%) Social security health service users perceived 2.6 times more frequently quality of attention as poor, than those who consulted private health services. Quality is represented by the aspects of the attention process (44.8% 9, its results (21.3%), the structure (18.0%) and accessibility (15.7%) The main reasons for not returning to the same health service center were: deficient attention (18.2%) and long waiting times (11.8%). The perspective of the population should be studied further and actions for the continuous improvement of the quality of health care should be implemented.

  12. Managing the Information Revolution: CLR's Bibliographic Service Development Program.

    ERIC Educational Resources Information Center

    Haas, Warren J.; And Others

    1979-01-01

    Describes the Bibliographic Service Development Program begun in 1978 by the Council on Library Resources. The program's goals include (1) providing effective bibliographic services for all who need them, (2) improving the nature and quality of bibliographic products, and (3) stabilizing the costs of many bibliographic processes in individual…

  13. Rural Shared Services: General Brochure and Information Sheets.

    ERIC Educational Resources Information Center

    Northwest Regional Educational Lab., Portland, OR.

    The brochure discusses the Shared Services Program of the Northwest Regional Educational Laboratory of Portland, Oregon. The program operates on the premise that it can provide additional programs (frequently of higher quality) to rural school districts at a lower per-capita cost. The shared services are conducted through cooperative efforts…

  14. An Evaluation of Alternative Designs for a Grid Information Service

    NASA Technical Reports Server (NTRS)

    Smith, Warren; Waheed, Abdul; Meyers, David; Yan, Jerry; Kwak, Dochan (Technical Monitor)

    2001-01-01

    The Globus information service wasn't working well. There were many updates of data from Globus daemons which saturated the single server and users couldn't retrieve information. We created a second server for NASA and Alliance. Things were great on that server, but a bit slow on the other server. We needed to know exactly how the information service was being used. What were the best servers and configurations? This viewgraph presentation gives an overview of the evaluation of alternative designs for a Grid Information Service. Details are given on the workload characterization, methodology used, and the performance evaluation.

  15. Scientific and Technological Information Services in Australia: II. Discipline Formation in Information Management

    ERIC Educational Resources Information Center

    Middleton, Michael

    2006-01-01

    This second part of an analysis of scientific and technical information (STI) services in Australia considers their development in the context of discipline formation in information management. The case studies used are the STI services from Part I. A case study protocol is used to consider the extent to which the development of the services may…

  16. Health care services, information systems & sustainability.

    PubMed

    Hovenga, Evelyn J S

    2010-01-01

    This chapter gives an educational overview of: * many competing characteristics within national health systems * national primary information and knowledge flows between health care entities * the role of information technologies in assisting health organizations become sustainable enterprises * the business of maintaining healthy populations for any nation * desirable e-health strategy objectives.

  17. Managing Service Quality with the Balanced Scorecard.

    ERIC Educational Resources Information Center

    Poll, Roswitha

    In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users,…

  18. A Kind of Transformation of Information Service--Science and Technology Novelty Search in Chinese University Libraries

    ERIC Educational Resources Information Center

    Aiguo, Li

    2007-01-01

    Science and Technology Novelty Search (S&TNS) is a special information consultation service developed as part of the Chinese Sci-Tech system. The author introduces the concept of S&TNS, and explains its role, and the role of the university library in the process. A quality control model to improve the quality of service of the S&TNS at…

  19. Helping You Choose Quality Nursing and Rehabilitation Center Services

    MedlinePlus

    ... Core Measures Specifications Manual for National Hospital Inpatient Quality Measures CLABSI Toolkit Topics Topics Emergency Management Health Equity ... Calendar Newsletters Podcasts Speakers Bureau Videos Daily Update ... < Return to Topic Library Helping You Choose Quality Nursing and Rehabilitation Center Services September 13, 2013 When ...

  20. Service Quality Ideals in a Competitive Tertiary Environment

    ERIC Educational Resources Information Center

    Yeo, Roland K.

    2009-01-01

    Drawing on the experience of an Engineering School in Singapore, the paper explores the success factors of service quality in higher education by integrating the characteristics of SERVQUAL (an instrument for assessing students' experience of higher education) and SQA (Singapore Quality Award). Data were collected by means of structured…

  1. Quality Assurance in Dietetic Services Workshop for the Dietetic Assistant.

    ERIC Educational Resources Information Center

    Oklahoma State Dept. of Vocational and Technical Education, Stillwater. Curriculum and Instructional Materials Center.

    This workshop guide is a unit of study for teaching dietetic assistants to work with quality control in a nursing home or hospital. The objective of the unit is to enable the students to develop and expand a dietetic services administrative and clinical quality assurance program in his or her own institution. Following the unit objective, the unit…

  2. Assessing Pre-Service Teachers' Quality Teaching Practices

    ERIC Educational Resources Information Center

    Chen, Weiyun; Hendricks, Kristin; Archibald, Kelsi

    2011-01-01

    The purpose of this study was to design and validate the Assessing Quality Teaching Rubrics (AQTR) that assesses the pre-service teachers' quality teaching practices in a live lesson or a videotaped lesson. Twenty-one lessons taught by 13 Physical Education Teacher Education (PETE) students were videotaped. The videotaped lessons were evaluated…

  3. Total Quality Management and Media Services: The Deming Method.

    ERIC Educational Resources Information Center

    Richie, Mark L.

    1992-01-01

    W. Edwards Deming built a 40-year record of quality management in Japan known as Total Quality Management (TQM). His 14 points require a change in the belief system of managers and media directors, but their implementation in government agencies and schools will produce increased time for better services, better communications, and new programs.…

  4. Quality Assurance in Dietetic Services Workshop for the Dietetic Assistant.

    ERIC Educational Resources Information Center

    Oklahoma State Dept. of Vocational and Technical Education, Stillwater. Curriculum and Instructional Materials Center.

    This workshop guide is a unit of study for teaching dietetic assistants to work with quality control in a nursing home or hospital. The objective of the unit is to enable the students to develop and expand a dietetic services administrative and clinical quality assurance program in his or her own institution. Following the unit objective, the unit…

  5. Assessing Pre-Service Teachers' Quality Teaching Practices

    ERIC Educational Resources Information Center

    Chen, Weiyun; Hendricks, Kristin; Archibald, Kelsi

    2011-01-01

    The purpose of this study was to design and validate the Assessing Quality Teaching Rubrics (AQTR) that assesses the pre-service teachers' quality teaching practices in a live lesson or a videotaped lesson. Twenty-one lessons taught by 13 Physical Education Teacher Education (PETE) students were videotaped. The videotaped lessons were evaluated…

  6. Social Security: Staff Reductions and Service Quality.

    DTIC Science & Technology

    1987-09-01

    management reports, supervisory reviews, peer pressure , and public reaction to service deterioration as reasons why management would eventually identify and...anomalies are employee peer pressure and public reaction. A number of managers, operations supervisors, and employees we interviewed during our visits...timely basis. -- In addition to the regular management reports and reviews, operating components have two very important "monitors:" 1. Peer pressure . Employees

  7. 75 FR 37819 - Proposed Information Quality Guidelines Policy

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-06-30

    ... SECURITY Proposed Information Quality Guidelines Policy ACTION: Notice and request for public comment on Proposed Information Quality Guidelines. SUMMARY: These guidelines should be used to ensure and maximize the quality of disseminated information. The Department's guidelines are based on the guidelines...

  8. Searching the Internet for information on prostate cancer screening: an assessment of quality.

    PubMed

    Ilic, Dragan; Risbridger, Gail; Green, Sally

    2004-07-01

    To identify how on-line information relating to prostate cancer screening (PCS) is best sourced, whether through general, medical, or meta-search engines, and to assess the quality of that information. Websites providing information about PCS were searched across 15 search engines representing three distinct types: general, medical, and meta-search engines. The quality of on-line information was assessed using the DISCERN quality assessment tool. Quality performance characteristics were analyzed by performing Mann-Whitney U tests. Search engine efficiency was measured by each search query as a percentage of the relevant websites included for analysis from the total returned and analyzed by performing Kruskal-Wallis analysis of variance. Of 6690 websites reviewed, 84 unique websites were identified as providing information relevant to PCS. General and meta-search engines were significantly more efficient at retrieving relevant information on PCS compared with medical search engines. The quality of information was variable, with most of a poor standard. Websites that provided referral links to other resources and a citation of evidence provided a significantly better quality of information. In contrast, websites offering a direct service were more likely to provide a significantly poorer quality of information. The current lack of a clear consensus on guidelines and recommendation in published data is also reflected by the variable quality of information found on-line. Specialized medical search engines were no more likely to retrieve relevant, high-quality information than general or meta-search engines.

  9. Measuring Perceptual (In) Congruence between Information Service Providers and Users

    ERIC Educational Resources Information Center

    Boyce, Crystal

    2017-01-01

    Library quality is no longer evaluated solely on the value of its collections, as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information…

  10. Assessing quality of pre-service physics teachers' written arguments

    NASA Astrophysics Data System (ADS)

    Aydeniz, Mehmet; Gürçay, Deniz

    2013-11-01

    Purpose: The purpose of this study was to assess the quality of scientific arguments developed by pre-service physics teachers. Sample: The participants were 171 pre-service physics teachers recruited from two universities: 86 from University A and 85 from University B. Design and method: Participants were prompted to develop a written argument to either support or challenge the Turkish government's decision to invest in nuclear power plants. Data consist of written arguments developed by the participants and information on participants' knowledge of the topic, their confidence in their knowledge and the source of their knowledge related to the topic. Data were analyzed using the CER framework. Results: The results show that participants did not perform at the expected level. The majority of students failed to develop strong scientific arguments. While almost all of the participants provided evidence to justify their claims, they failed to effectively coordinate evidence, claim and theory to develop an argument. Students struggled the most in the warrant/reasoning category of the CER framework. We also identified several misconceptions that students held related to nuclear power plants. Conclusions: In our discussion we problematize college science teaching and advocate integration of instructional strategies such as argumentation that can effectively engage students in construction, evaluation and justification of knowledge.

  11. Nurses' Emotional Intelligence Impact on the Quality of Hospital Services

    PubMed Central

    Ranjbar Ezzatabadi, Mohammad; Bahrami, Mohammad Amin; Hadizadeh, Farzaneh; Arab, Masoomeh; Nasiri, Soheyla; Amiresmaili, Mohammadreza; Ahmadi Tehrani, Gholamreza

    2012-01-01

    Background Emotional intelligence is the potential to feel, use, communicate, recognize, remember, describe, identify, learn from, manage, understand and explain emotions. Service quality also can be defined as the post-consumption assessment of the services by consumers that are determined by many variables. Objectives This study was aimed to determine the nurses’ emotional intelligence impact on the delivered services quality. Materials and Methods This descriptive - applied study was carried out through a cross-sectional method in 2010. The research had 2 populations comprising of patients admitted to three academic hospitals of Yazd and the hospital nurses. Sample size was calculated by sample size formula for unlimited (patients) and limited (nursing staff) populations and obtained with stratified- random method. The data was collected by 4 valid questionnaires. Results The results of study indicated that nurses' emotional intelligence has a direct effect on the hospital services quality. The study also revealed that nurse's job satisfaction and communication skills have an intermediate role in the emotional intelligence and service quality relation. Conclusions This paper reports a new determinant of hospital services quality. PMID:23482866

  12. The Quality of Work in the Belgian Service Voucher System.

    PubMed

    Mousaid, Sarah; Huegaerts, Kelly; Bosmans, Kim; Julià, Mireia; Benach, Joan; Vanroelen, Christophe

    2017-01-01

    Several European countries implemented initiatives to boost the growth of the domestic cleaning sector. Few studies investigated the quality of work in these initiatives, although effects on workers' health and on social health inequalities can be expected. This study contributes to the scant research on this subject, by investigating the quality of work in the Belgian service voucher system - a subsidized system for domestic work. The applied research methodology includes a qualitative content analysis of parliamentary debates, legislation and previous research about the service voucher system and of 40 in-depth interviews with service voucher workers. The study shows that the legal framework that regulates the system must be further enhanced in order to improve the quality of work in the service voucher system. In addition, the actors involved must be better controlled, and sanctioned in case of non-compliance with legislation. © The Author(s) 2016.

  13. Information Services for Social Indicators Research

    ERIC Educational Resources Information Center

    Carmichael, Nancy; Parke, Robert

    1974-01-01

    Gives examples of the resources available for social indicators research and describes the activities of the Center for Coordination of Research on Social Indicators in meeting the information needs in this field. (JG)

  14. Information Services: Their Organization, Control and Use.

    DTIC Science & Technology

    1981-01-01

    Hauptabteilung Managing Director Datenverarbeitung Norwegian Centre for Informatics Gesellschaft fOr Information Forskningsveien I und Dokumentation (GIl...Oslo 3 Herriotstrasse 5 Norway D-6000 Frankfurt am Main 71 Fed Rep of Germany Mr J.G.Coyne Manager Mr D.W.Goode Technical Information Center Chief...drive and enthusiasm in the management and library staff. This latter point was endorsed by Mr Sauter (DTIC USA) who went oil to commend the value of

  15. Data sharing to inform school-based asthma services.

    PubMed

    Portwood, Sharon G; Nelson, Elissa B

    2013-12-01

    This article examines results and lessons learned from a collaborative project involving a large urban school district, its county health department, multiple community partners, and the local university to establish an effective system for data sharing to inform monitoring and evaluation of the Charlotte Mecklenburg Schools (CMS) Asthma Education Program (AEP). Databases maintained by nurses, program staff, and school personnel were integrated into a single AEP Evaluation Database. There were a number of positive findings, including evidence that students with an elevated level of need received priority from AEP. A series of dependent group t tests analyzing changes across time in students' grade-point averages and absences, as well as their implications, also demonstrated some improvements. Additional outcome analyses for the 296 students who received case management services demonstrated further program benefits in the areas of attendance, academic performance, behavior, and quality of life. Enhancing the ability of school-based programs to merge data across project partners will facilitate efforts not only to evaluate services but also to demonstrate program impact on a wide variety of health and academic outcomes for students. © 2013, American School Health Association.

  16. Comparison of information about the quality of apparel in three retail formats.

    PubMed

    Bye, Elizabeth K; Reiley, Kathryn

    2003-06-01

    Multiple options are available for selection and purchase of apparel including in-store, catalogue, and Internet. The present purpose was to compare information about quality available to consumers in three retail formats. Students studying quality of apparel selected a product which could be purchased in each of the three formats, completed an evaluation from both a consumer's and preprofessional perspective, and made recommendations for improving information on quality. A total of 413 recommendations were categorized and tested for independence. Students had similar expectations for cues of quality across Internet, catalogue, and in-store formats including fiber content, country of origin, 3-dimensional information about fit, color accuracy, size charts, and strong customer service. Students expected a uniform array of information on quality regardless of the shopping format. Merchandisers must be aware of the total image across formats and be prepared to explore methods for improving communication of information on quality in each.

  17. The quality of nursing service management in South African hospitals.

    PubMed

    Muller, M

    2000-06-01

    The purpose of this study is to determine--explore and describe--the quality of nursing service management in South African hospitals. A combined qualitative and quantitative pre- and post-test research strategy, in accordance with the COHSASA programme, was utilised. The hospitals implement the national standards during the preparatory phase, after having entered into an agreement with COHSASA. They determine their baseline status by means of an assisted self-evaluation. This is followed by an external survey phase where the hospital's compliance with the standards is evaluated. The nursing service is one of the professional services included in the accreditation programme. Their performance is compared with selected other professional services and their compliance with the core elements is also evaluated. The nursing services in South Africa are compliant with the national standards. The deficiencies are mainly within the quality improvement programmes that require further development and refinement.

  18. Ohio White House Conference on Library and Information Services: Speak Out. Conference Background Information.

    ERIC Educational Resources Information Center

    Ohio State Library, Columbus.

    Developed as background material for the 1978 Ohio White House Conference on Library and Information Services, this document provides information in six areas of concern for Ohio libraries: (1) library and information services--library users, library collections, special user needs; (2) public awareness--definition, current status, suggestions for…

  19. Improving the Quality of Business Reference Service.

    ERIC Educational Resources Information Center

    Lavin, Michael R.

    1995-01-01

    Identifies some of the distinguishing characteristics of business information and examines their impact on reference transactions. Topics include characteristics of business patrons; question negotiation; dealing with patrons' expectations; helping patrons devise a search strategy; understanding search results; requisite skills for business…

  20. The structure of service quality perceptions for multiple-encounter services.

    PubMed

    Andaleeb, Syed Saad; Kara, Ali

    2013-01-01

    The objective of this study was to examine a complex service environment-hospitals-to suggest how service quality could be reframed and measured for multiple-encounter service situations more effectively. In this cross-sectional study, a sample of 371 patients completed the survey instrument. Service quality measures were guided by the literature but allowed to flow from the respondents at the preliminary stage. Confirmatory factor analysis, along with structural equation modeling, was used to test the hypothesized relationships among key actors' performance metrics (KAPMs). Patient satisfaction is significantly influenced by perceived service quality based on KAPMs. For multiple-encounter services, service quality dimensions and measures ought to be tied to KAPMs. Primary actors-ie, doctors-need knowledge and skills about patient psychology, negotiation, handling difficult patients, and, importantly, "putting the customer first." Sensitivity training on such matters should be provided. The secondary actors are the nurses who have more frequent contact with the patients. Nurses need to be perceived as "patient advocates." Effective advocacy begins with prompt and caring services to build trust. The tertiary actors in their support role also ought to be integrated into becoming vital part of the service provided.

  1. Emergency Health Services Informational and Educational Programs

    PubMed Central

    Pace, F. C.

    1967-01-01

    The development and present status of the Emergency Health Services (EHS) national and educational programs are discussed. Instituted in 1951 for medical and dental practitioners at a military school at Camp Borden, professional civilian indoctrination was later assumed by EHS at Canadian Emergency Measures College (CEMC). The federally sponsored courses there are now specialized; provincial EHS authorities undertake general indoctrination. Courses for graduates in pharmacy and nursing are also offered at CEMC. Hospital Disaster Institutes have been held across the country since 1954; Public Health Disaster Institutes, since 1966. Schools of Hygiene include the subject in graduate programs. Some years ago, three medical faculties introduced undergraduate teaching in mass casualty care; now, encouraged by the Association of Canadian Medical Colleges, a larger number are doing so. Several faculties of Dentistry, all faculties of Pharmacy, and 132 of 177 nursing schools teach apposite aspects. Professional journals have published many articles on this subject; this, for example, is the fourth Emergency Health Services Symposium presented by The Canadian Medical Association Journal. PMID:6015744

  2. The regional drug information service: a factor in health care?

    PubMed Central

    Leach, F N

    1978-01-01

    Most regional health authorities throughout the United Kingdom have established drug information units to provide health service staff with a wide range of information about drugs and drug use. The units, which are staffed by drug information pharmacists, provide their service mainly by answering inquiries, although some disseminate information more positively through lectures and bulletins. An analysis of inquiries received by regional information units during 1976 showed that most were submitted by hospital doctors or pharmacists; comparatively few were received from general practitioners. Topics of inquiry included adverse effects of drugs, source of supply and identification, current treatment, dosage, route, precautions, and pharmaceutical problems such as stability or formulation of drug preparations. A more detailed analysis of the inquiries received by the North-western Regional Drug Information Service at Manchester over three years showed that the number of inquiries gradually increased and that more were received from general practitioners after a programme of lectures had been introduced to tell them about the service. The North-western service also received more requests from hospital pharmacists than other units, though many originated from clinicians. The regional drug information units consulted widely with clinical and other specialists in answering questions, but about a quarter of all inquiries were pharmaceutical, relating to stability and incompatibility. A multidisciplinary approach therefore seems necessary to provide a comprehensive and advisory drug information service. PMID:630339

  3. The regional drug information service: a factor in health care?

    PubMed

    Leach, F N

    1978-03-25

    Most regional health authorities throughout the United Kingdom have established drug information units to provide health service staff with a wide range of information about drugs and drug use. The units, which are staffed by drug information pharmacists, provide their service mainly by answering inquiries, although some disseminate information more positively through lectures and bulletins.An analysis of inquiries received by regional information units during 1976 showed that most were submitted by hospital doctors or pharmacists; comparatively few were received from general practitioners. Topics of inquiry included adverse effects of drugs, source of supply and identification, current treatment, dosage, route, precautions, and pharmaceutical problems such as stability or formulation of drug preparations. A more detailed analysis of the inquiries received by the North-western Regional Drug Information Service at Manchester over three years showed that the number of inquiries gradually increased and that more were received from general practitioners after a programme of lectures had been introduced to tell them about the service. The North-western service also received more requests from hospital pharmacists than other units, though many originated from clinicians.The regional drug information units consulted widely with clinical and other specialists in answering questions, but about a quarter of all inquiries were pharmaceutical, relating to stability and incompatibility. A multidisciplinary approach therefore seems necessary to provide a comprehensive and advisory drug information service.

  4. Government Information Locator Service (GILS). Draft report to the Information Infrastructure Task Force

    NASA Technical Reports Server (NTRS)

    1994-01-01

    This is a draft report on the Government Information Locator Service (GILS) to the National Information Infrastructure (NII) task force. GILS is designed to take advantage of internetworking technology known as client-server architecture which allows information to be distributed among multiple independent information servers. Two appendices are provided -- (1) A glossary of related terminology and (2) extracts from a draft GILS profile for the use of the American National Standard Information Retrieval Application Service Definition and Protocol Specification for Library Applications.

  5. Government Information Locator Service (GILS). Draft report to the Information Infrastructure Task Force

    NASA Technical Reports Server (NTRS)

    1994-01-01

    This is a draft report on the Government Information Locator Service (GILS) to the National Information Infrastructure (NII) task force. GILS is designed to take advantage of internetworking technology known as client-server architecture which allows information to be distributed among multiple independent information servers. Two appendices are provided -- (1) A glossary of related terminology and (2) extracts from a draft GILS profile for the use of the American National Standard Information Retrieval Application Service Definition and Protocol Specification for Library Applications.

  6. 78 FR 15123 - Financial Management Service; Proposed Collection of Information: Accountable Official...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-03-08

    ... Fiscal Service Financial Management Service; Proposed Collection of Information: Accountable Official... Management Service, Fiscal Service, Treasury. ACTION: Notice and Request for comments. SUMMARY: The Financial.... ADDRESSES: Direct all written comments to Financial Management Service, Records and Information...

  7. 78 FR 62658 - Proposed Information Collection; National Park Service Leasing Program

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-10-22

    ... National Park Service Proposed Information Collection; National Park Service Leasing Program AGENCY: National Park Service, Interior. ACTION: Notice; request for comments. SUMMARY: We (National Park Service... Madonna L. Baucum, Information Collection Clearance Officer, National Park Service, 1849 C Street NW...

  8. A Comparison of Three Online Information Retrieval Services.

    ERIC Educational Resources Information Center

    Zais, Harriet W.

    Three firms which offer online information retrieval are compared. The firms are Lockheed Information Service, System Development Corporation and the Western Research Application Center. Comparison tables provide information such as hours accessible, coverage, file update, search elements and cost figures for 15 data bases. In addition, general…

  9. Evolution of a Secondary Service to an Information Supermarket.

    ERIC Educational Resources Information Center

    Landau, Herbert B.

    1983-01-01

    Traces the evolution of Engineering Information, Inc. (Ei), from beginnings in 1884 to present transition from role of traditional publisher of print-based bibliographic abstracts and indexes to provider of computer-based information products and services. Ei's concept of future as one-stop engineering information supermarket is defined. Ten…

  10. Adopting Quality Criteria for Websites Providing Medical Information About Rare Diseases

    PubMed Central

    Göbel, Jens; Storf, Holger; Litzkendorf, Svenja; Babac, Ana; Frank, Martin; Lührs, Verena; Schauer, Franziska; Schmidtke, Jörg; Biehl, Lisa; Wagner, Thomas OF; Ückert, Frank; Graf von der Schulenburg, Johann-Matthias; Hartz, Tobias

    2016-01-01

    Background The European Union considers diseases to be rare when they affect less than 5 in 10,000 people. It is estimated that there are between 5000 and 8000 different rare diseases. Consistent with this diversity, the quality of information available on the Web varies considerably. Thus, quality criteria for websites about rare diseases are needed. Objective The objective of this study was to generate a catalog of quality criteria suitable for rare diseases. Methods First, relevant certificates and quality recommendations for health information websites were identified through a comprehensive Web search. Second, all considered quality criteria of each certification program and catalog were examined, extracted into an overview table, and analyzed by thematic content. Finally, an interdisciplinary expert group verified the relevant quality criteria. Results We identified 9 quality certificates and criteria catalogs for health information websites with 304 single criteria items. Through this, we aggregated 163 various quality criteria, each assigned to one of the following categories: thematic, technical, service, content, and legal. Finally, a consensus about 13 quality criteria for websites offering medical information on rare diseases was determined. Of these categories, 4 (data protection concept, imprint, creation and updating date, and possibility to contact the website provider) were identified as being the most important for publishing medical information about rare diseases. Conclusions The large number of different quality criteria appearing within a relatively small number of criteria catalogs shows that the opinion of what is important in the quality of health information differs. In addition, to define useful quality criteria for websites about rare diseases, which are an essential source of information for many patients, a trade-off is necessary between the high standard of quality criteria for health information websites in general and the limited

  11. T's and Blues. Specialized Information Service.

    ERIC Educational Resources Information Center

    Do It Now Foundation, Phoenix, AZ.

    This compilation of journal articles provides basic information on abuse of Talwin, a mild prescription painkiller (T's), and Pyribenzamine, a nonprescription antihistimine (Blues). These two drugs, taken in combination, produce an effect similar to that produced by heroin. Stories from "Drug Survival News,""Emergency…

  12. Integrating Information, Education and Technology Services.

    ERIC Educational Resources Information Center

    O'Brien, Linda; Sidorko, Peter

    The higher education environment is undergoing significant change as it enters a global knowledge-based economy. Technology now enables students to undertake studies that are time and place independent. To thrive in a networked learner environment, new strategic relationships must be created between library and information professionals,…

  13. Pricing and Marketing Online Information Services.

    ERIC Educational Resources Information Center

    Webber, Sheila Anne Elizabeth

    1998-01-01

    Discusses the pricing of online information in the broader context of marketing. Highlights include changes in the marketing context and issues of value relating to price; other reviews of online pricing; trends affecting price, including public sector involvement and the Internet; promotional pricing; price discrimination; and price aggregation…

  14. T's and Blues. Specialized Information Service.

    ERIC Educational Resources Information Center

    Do It Now Foundation, Phoenix, AZ.

    This compilation of journal articles provides basic information on abuse of Talwin, a mild prescription painkiller (T's), and Pyribenzamine, a nonprescription antihistimine (Blues). These two drugs, taken in combination, produce an effect similar to that produced by heroin. Stories from "Drug Survival News,""Emergency…

  15. Pricing and Marketing Online Information Services.

    ERIC Educational Resources Information Center

    Webber, Sheila Anne Elizabeth

    1998-01-01

    Discusses the pricing of online information in the broader context of marketing. Highlights include changes in the marketing context and issues of value relating to price; other reviews of online pricing; trends affecting price, including public sector involvement and the Internet; promotional pricing; price discrimination; and price aggregation…

  16. Health Service Quality Scale: Brazilian Portuguese translation, reliability and validity.

    PubMed

    Rocha, Luiz Roberto Martins; Veiga, Daniela Francescato; e Oliveira, Paulo Rocha; Song, Elaine Horibe; Ferreira, Lydia Masako

    2013-01-17

    The Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was specifically created for measuring health service quality based on marketing and health care concepts. The aim of this study was to translate and culturally adapt the Health Service Quality Scale into Brazilian Portuguese and to assess the validity and reliability of the Brazilian Portuguese version of the instrument. We conducted a cross-sectional, observational study, with public health system patients in a Brazilian university hospital. Validity was assessed using Pearson's correlation coefficient to measure the strength of the association between the Brazilian Portuguese version of the instrument and the SERVQUAL scale. Internal consistency was evaluated using Cronbach's alpha coefficient; the intraclass (ICC) and Pearson's correlation coefficients were used for test-retest reliability. One hundred and sixteen consecutive postoperative patients completed the questionnaire. Pearson's correlation coefficient for validity was 0.20. Cronbach's alpha for the first and second administrations of the final version of the instrument were 0.982 and 0.986, respectively. For test-retest reliability, Pearson's correlation coefficient was 0.89 and ICC was 0.90. The culturally adapted, Brazilian Portuguese version of the Health Service Quality Scale is a valid and reliable instrument to measure health service quality.

  17. Information Persistence Services Designed to Support Home Care

    PubMed Central

    Queirós, Alexandra; Augusto, Filipe; Rodríguez, Yosvany Llerena; Cardoso, Carlos; Grade, José Miguel; Quintas, João

    2015-01-01

    Background Due to the challenges faced by health and social care systems, in particular those related to actual demographic trends, home care emerges as a potentially cost-effective solution to answer the needs of citizens, and to allow the reallocation of resources to alternatives to hospitalization or institutionalization. Objective Home care services require cooperation between different actors, including health and social caregivers, care receivers, and their informal caregivers (eg, relatives or friends), across time, space, and organizational boundaries. Therefore, it is foreseeable that eHealth services can contribute to their improvement. The aim of this study is to evaluate information persistence services based on the Reference Information Model (RIM) of the Health Level Seven (HL7) version 3 to support formal caregivers, both health and social care providers, and informal caregivers in the context of home care services. Methods A pilot study was set up involving two Portuguese institutions that provide home care services for the elderly. Defining of information requirements was performed according to a comprehensive process. This included a review of the literature, observations of work activities, interviews with caregivers, care receivers and their relatives, analysis of paper documentation related to care receivers’ histories, health conditions and care plans, and brainstorming groups involving specialized professionals. Following this, information objects were implemented and validated. Results The methodological approach, as well as the information persistence services, proved to be robust and adequate to specify, implement, and validate different types of information objects related to home care services for the elderly. This study also reinforces the application of the RIM of the HL7 version 3 beyond the strict scope of health care, allowing the persistence of not only health care information, but also information related to social assistance

  18. Exploring Hypermedia Information Services for Disseminating Software Engineering Information

    DTIC Science & Technology

    1994-02-01

    Hypertext. Poster presentation at Hypertext 91, San Antonio, TX. [ Bemers -Lee92a] Berners-Lee, T.; Cailliau, R.; Groff, J. F.; & Pollermann, B. "World...Wide Web: The Information Universe." Electronic Networking: Re- search, Applications and Policy 2,1 (Spring 1992): 52-58. [ Bemers -Lee92b] Berners

  19. ICT-based health information services for elderly people: past experiences, current trends, and future strategies.

    PubMed

    Marschollek, Michael; Mix, Stefan; Wolf, Klaus-H; Effertz, Beate; Haux, Reinhold; Steinhagen-Thiessen, Elisabeth

    2007-12-01

    Although health information is readily available on the Internet and has changed the way people deal with their health in many ways, the retrieval of relevant information remains problematic, especially for elderly people. With a focus on elderly people, this paper summarizes current trends in consumer health informatics, discusses past and present initiatives providing health-information services, and proposes a future strategy for the design of sustainable services. A systematic literature review and a review of past German and EU projects concerned with health information services for elderly people are given. Many publications focus on health information services for specific diseases and on their quality and semantic accessibility, yet few deal with presenting and customizing health information for elderly and disabled people. Past experiences from Germany suggest that very often the specific needs of this target group are not met, and therefore accessibility remains largely hypothetical. We propose a strategy with five key points for the design of sustainable health-information services for elderly people. More research is needed to customize web-based health information services to the needs of the user group that needs them most urgently - elderly and disabled people.

  20. Non-intrusive Packet-Layer Model for Monitoring Video Quality of IPTV Services

    NASA Astrophysics Data System (ADS)

    Yamagishi, Kazuhisa; Hayashi, Takanori

    Developing a non-intrusive packet-layer model is required to passively monitor the quality of experience (QoE) during service. We propose a packet-layer model that can be used to estimate the video quality of IPTV using quality parameters derived from transmitted packet headers. The computational load of the model is lighter than that of the model that takes video signals and/or video-related bitstream information such as motion vectors as input. This model is applicable even if the transmitted bitstream information is encrypted because it uses transmitted packet headers rather than bitstream information. For developing the model, we conducted three extensive subjective quality assessments for different encoders and decoders (codecs), and video content. Then, we modeled the subjective video quality assessment characteristics based on objective features affected by coding and packet loss. Finally, we verified the model's validity by applying our model to unknown data sets different from training data sets used above.

  1. FEDIX on-line information service: Design, develop, test, and implement, an on-line research and education information service

    SciTech Connect

    Rodman, J.A.

    1992-01-01

    The FEDIX Annual Status Report provides details regarding an on-line information project designed, developed and implemented by Federal Information Exchange, Inc., a diversified information services company. This document details the project design activities, summarizes the developmental phases of the project and describes the implementation activities generated to fulfill the project's objectives. The information contained in this document illustrates FIE's continuing commitment to serve as the link that facilitates the dissemination of federal information to the education community. This report reviews the project accomplishments and describes intended service enhancements.

  2. Competition, information, and quality: Evidence from nursing homes.

    PubMed

    Zhao, Xin

    2016-09-01

    Economic theory suggests that competition and information can both be important for product quality, and yet evidence on how they may interact to affect quality is sparse. This paper estimates the impact of competition between nursing homes on their quality, and how this impact varies when consumers have better access to information. The effect of competition is identified using exogenous variation in the geographical proximity of nursing homes to their potential consumers. The change in information transparency is captured by the launch of the Five-Star Quality Rating System in 2009, which improved access to the quality information of nursing homes. We find that while the effect of competition on nursing home quality is generally rather limited, this effect becomes significantly stronger with increased information transparency. The results suggest that regulations on public quality reporting and on market structure are policy complements, and should be considered jointly to best improve quality.

  3. Information services platforms at geosynchronous earth orbit: A requirements analysis

    NASA Technical Reports Server (NTRS)

    1978-01-01

    The potential user requirements for Information Services Platforms at geosynchronous orbits were investigated. A rationale for identifying the corollary system requirements and supporting research and technology needs was provided.

  4. Marketing Secondary Information Services: How and to Whom.

    ERIC Educational Resources Information Center

    Wolinsky, Carol Baker

    1983-01-01

    Discussion of the marketing of bibliographic databases focuses on defining the market, the purchasing process, and the purchase decision process for researchers, managers, and librarians. The application of marketing concepts to the purchase of online information services is noted. (EJS)

  5. Web 2.0 Strategy in Libraries and Information Services

    ERIC Educational Resources Information Center

    Byrne, Alex

    2008-01-01

    Web 2.0 challenges libraries to change from their predominantly centralised service models with integrated library management systems at the hub. Implementation of Web 2.0 technologies and the accompanying attitudinal shifts will demand reconceptualisation of the nature of library and information service around a dynamic, ever changing, networked,…

  6. In-Service Science Teachers' Attitude towards Information Communication Technology

    ERIC Educational Resources Information Center

    Kibirige, I.

    2011-01-01

    The purpose of this study is to determine the attitude of in-service science teachers towards information communication technology (ICT) in education. The study explores the relationship between in-service teachers and four independent variables: their attitudes toward computers; their cultural perception of computers; their perceived computer…

  7. Library and Information Services and Facilities in Prisons.

    ERIC Educational Resources Information Center

    Reed, Jeffrey G.

    In this six part report on Prison Libraries and Information Services, emphasis is placed upon services, collections of materials, and facilities for inmates, particularly of Maximum and Medium Security Penal Institutions. Content includes: examination of past and present conditions using a survey of the literature, standards and objectives of…

  8. Managing Technological Change in Libraries and Information Services.

    ERIC Educational Resources Information Center

    Klobas, Jane E.

    1990-01-01

    Examines factors to be considered in the management of technological change in libraries and information services. The organizational climate for change is discussed, and factors to consider when developing a strategy for introducing a new product, service, or system are described, including leadership, goals, political processes, marketing, and…

  9. Academic Library Services Support for Research Information Seeking

    ERIC Educational Resources Information Center

    Du, Jia Tina; Evans, Nina

    2011-01-01

    This study investigated the use of a university library academic service to assist in research information seeking, and the role and value of the academic services in support of research from the viewpoints of both academic users and librarians. Ten Ph.D. students completed questionnaires followed by face-to-face discussions and four academic…

  10. Information Needs and Library Services for the Fine Arts Faculty.

    ERIC Educational Resources Information Center

    Reed, Bonnie; Tanner, Donald R.

    2001-01-01

    Discussion of financial allocations by universities for library materials focuses on a study of fine arts faculty at Texas Tech University that identifies information services, sources, and materials that they consider important for their teaching, research, and creative endeavors; and investigates their use of library services. (Author/LRW)

  11. IPPF Co-operative Information Service (ICIS). February 1978.

    ERIC Educational Resources Information Center

    International Planned Parenthood Federation, London (England).

    This publication is a catalogue of document descriptions that may be of use to national family planning/population organizations. The International Planned Parenthood Federation (IPPF) Cooperative Information Service (ICIS) has developed this quarterly series as a service to population documentation centers so that these centers can acquire the…

  12. IPPF Co-operative Information Service (ICIS). November 1978.

    ERIC Educational Resources Information Center

    International Planned Parenthood Federation, London (England).

    This is a bibliography of family planning material available from the International Planned Parenthood Cooperative Information Service library and documentation services. Entries are made under the following categories: reference books, biographies, family planning and bio-medical science, social sciences related to family planning, international…

  13. Performance indicators for information technology services at four community hospitals.

    PubMed

    Rappaport, Pegi; Dimnik, Gerry; Burns, Rodney; Bowie, Jamie

    2006-01-01

    During the 2004/05 fiscal year, the Directors of Information Technology Services (ITS) at four Toronto-area hospitals agreed to participate in a detailed benchmarking exercise looking at ITS costs and services in their organizations. The indicators presented in this article highlight some of the findings from this data analysis.

  14. Evaluating School Library Information Services in the Digital Age.

    ERIC Educational Resources Information Center

    Everhart, Nancy

    2000-01-01

    Discusses criteria for evaluating school library information services. Highlights include types of services; physical facilities; library usage; circulation statistics; changes due to technology; fill rate, or the percentage of successful searches for library materials; OPAC (online public access catalog) reports; observation; and examining…

  15. Funding for teratology information services: up, down, and all around.

    PubMed

    Quinn, Dee

    2012-08-01

    Funding for Teratology Information Services has been an ongoing struggle over the 25 years of its existence. Traditional and novel funding mechanisms have been explored with varying success. The importance of providing teratology risk assessment and counseling to all women of reproductive age is now an established health care objective. Sufficient and stable funding for these services is essential.

  16. Library and Information Services to Individuals with Disabilities. Reference Bibliography.

    ERIC Educational Resources Information Center

    Nussbaum, Ruth, Comp.; Strauss, Carol, Comp.

    This bibliography lists selective sources of information on providing library services for adults and children with disabilities. Its emphasis is on visual or physical disabilities that prevent reading or using standard printed materials. The selections, based on the holdings of the Reference Section, National Library Service for the Blind and…

  17. A new design for the department of information services.

    PubMed

    Sheehan, M

    1995-01-01

    This paper describes the structure and function of the department of Information Services at Sacred Heart Health System in Eugene, Oregon. This department has gone through a process of reorganization. The new department design features self-directed work teams with a strong customer service orientation; a mentor role stressing staff development; and a skill-based compensation system.

  18. Web 2.0 Strategy in Libraries and Information Services

    ERIC Educational Resources Information Center

    Byrne, Alex

    2008-01-01

    Web 2.0 challenges libraries to change from their predominantly centralised service models with integrated library management systems at the hub. Implementation of Web 2.0 technologies and the accompanying attitudinal shifts will demand reconceptualisation of the nature of library and information service around a dynamic, ever changing, networked,…

  19. THE EFFECT OF OUTPATIENT SERVICE QUALITY ON PATIENT SATISFACTION IN TEACHING HOSPITALS IN IRAN.

    PubMed

    Pouragha, Behrouz; Zarei, Ehsan

    2016-02-01

    The quality of services plays a primary role in achieving patient satisfaction. The main purpose of this study was to explore the effect of outpatient service quality on patient satisfaction in teaching hospitals in Iran. this cross-sectional study was conducted in 2014. The study sample included 500 patients were selected with systematic random method from the outpatient departments (clinics) of four teaching hospitals in Tehran. The survey instrument was a questionnaire consisted of 44 items, which were confirmed its reliability and validity. The data were analyzed by using descriptive statistics, Pearson's correlation, and multivariate regression methods with the SPSS.18 software. According to the findings of this study, the majority of patients had a positive experience in the outpatient departments of the teaching hospitals and thus evaluated the services as good. Perceived service costs, physician consultation, physical environment, and information to patient were found to be the most important determinants of outpatient satisfaction. The results suggest that improving the quality of consultation, providing information to the patients during examination and consultation, creating value for patients by reducing costs or improving service quality, and enhancing the physical environment quality of the clinic can be regarded as effective strategies for the management of teaching hospitals toward increasing outpatient satisfaction.

  20. THE EFFECT OF OUTPATIENT SERVICE QUALITY ON PATIENT SATISFACTION IN TEACHING HOSPITALS IN IRAN

    PubMed Central

    Pouragha, Behrouz; Zarei, Ehsan

    2016-01-01

    Aim: The quality of services plays a primary role in achieving patient satisfaction. The main purpose of this study was to explore the effect of outpatient service quality on patient satisfaction in teaching hospitals in Iran. Methods: this cross-sectional study was conducted in 2014. The study sample included 500 patients were selected with systematic random method from the outpatient departments (clinics) of four teaching hospitals in Tehran. The survey instrument was a questionnaire consisted of 44 items, which were confirmed its reliability and validity. The data were analyzed by using descriptive statistics, Pearson’s correlation, and multivariate regression methods with the SPSS.18 software. Results: According to the findings of this study, the majority of patients had a positive experience in the outpatient departments of the teaching hospitals and thus evaluated the services as good. Perceived service costs, physician consultation, physical environment, and information to patient were found to be the most important determinants of outpatient satisfaction. Conclusion: The results suggest that improving the quality of consultation, providing information to the patients during examination and consultation, creating value for patients by reducing costs or improving service quality, and enhancing the physical environment quality of the clinic can be regarded as effective strategies for the management of teaching hospitals toward increasing outpatient satisfaction. PMID:27047262

  1. Content and Quality of Information Provided on Canadian Dementia Websites

    PubMed Central

    Dillon, Whitney A.; Prorok, Jeanette C.; Seitz, Dallas P.

    2013-01-01

    Purpose Information about dementia is important for persons with dementia (PWD) and their caregivers and the Internet has become the key source of health information. We reviewed the content and quality of information provided on Canadian websites for Alzheimer’s disease (AD). Methods We used the terms “dementia” and “Alzheimer” in Google to identify Canadian dementia websites. The contents of websites were compared to 16 guideline recommendations provided in Canadian Consensus Conference on Diagnosis and Treatment of Dementia. The quality of information provided on websites was evaluated using the DISCERN instrument. The content and quality of information provided on selected websites were then described. Results Seven websites were identified, three of which provided relatively comprehensive and high-quality information on dementia. Websites frequently provided information about diagnosis of dementia, its natural course, and types of dementia, while other topics were less commonly addressed. The quality of information provided on the websites varied, and many websites had several areas where the quality of information provided was relatively low according to the DISCERN instrument. Conclusions There is variation in the content and quality of dementia websites, although some websites provide high-quality and relatively comprehensive information which would serve as a useful resource for PWD, caregivers, and healthcare providers. Improvements in the content and quality of information provided on AD websites would provide PWD and their caregivers with access to better information. PMID:23440180

  2. Caring for Patients with Service Dogs: Information for Healthcare Providers

    PubMed

    Krawczyk, Michelle

    2016-11-29

    People with disabilities use various assistance devices to improve their capacity to lead independent and fulfilling lives. Service dogs can be crucial lifesaving companions for their owners. As the use of service dogs increases, nurses are more likely to encounter them in healthcare settings. Service dogs are often confused with therapy or emotional support dogs. While some of their roles overlap, service dogs have distinct protection under the American Disabilities Act (ADA). Knowing the laws and proper procedures regarding service dogs strengthens the abilities of healthcare providers to deliver holistic, patient-centered care. This article provides background information about use of dogs, and discusses benefits to patients and access challenges for providers. The author reviews ADA laws applicable to service dog use and potential challenges and risks in acute care settings. The role of the healthcare professional is illustrated with an exemplar, along with recommendations for future research and nursing implications related to care of patients with service dogs.

  3. [Users' perception about of quality ambulatory healthcare services in Mexico].

    PubMed

    Reyes-Morales, Hortensia; Flores-Hernández, Sergio; Sauceda-Valenzuela, Alma Lucila; Vértiz-Ramírez, José de Jesús; Juárez-Ramírez, Clara; Wirtz, Veronika J; Pérez-Cuevas, Ricardo

    2013-01-01

    To identify users' perception about ambulatory healthcare services quality and associated factors in Mexico. Analysis of the 2006 and 2012 National Surveys of Health and Nutrition that included users' perception of healthcare services and improvement in health status. A multivariate regression analysis allowed identifying the associated factors with the perception of improved health status. Between 2006 and 2012, users' positive perception of healthcare services increased from 82 to 85%, and user report of improvement in health status increased from 79 to 81%. Health status improvement, explanations about the disease and treatment, being attended without appointment, freedom to choose the provider and short waiting time were associated with a perception of better quality of care. Users' perception about the quality of care in ambulatory healthcare settings has improved, yet it is still neccessary to strengthen organizational strategies to provide healthcare when needed and to improve fulfillment of users' expectations.

  4. Information Technology Management: Defense Information Systems Agency Controls of the Center for Computing Services Placed in Operation and Tests of Operating Effectiveness for the Period December 1, 2005, through July 31, 2006

    DTIC Science & Technology

    2006-11-15

    F Information Technology Management Department of Defense Office of Inspector General November 15, 2006 AccountabilityIntegrityQuality Defense... Information Technology Management : Defense Information Systems Agency Controls of the Center for Computing Services Placed in Operation and Tests of

  5. Strategic Planning Process at the National Technical Information Service,

    DTIC Science & Technology

    funding, and advances in automation, have dictated the need for information services to have a strong commitment to strategic planning . This paper...describes these trends and outlines the strategic planning process at the National Technical Information Service (NTIS). Initially resisted, strategic ... planning has become an important component of the agency management system. In recent years the planning system has been linked with performance plans of

  6. [Quality service in supermarkets: a proposal of measurement].

    PubMed

    Pascual Soler, Marcos; Pascual Llobel, Juan; Frías Navarro, María Dolores; Rosel Remírez, Jesús

    2006-08-01

    This assignment has the aim of going deeply into the study of service quality perception in supermarkets. The research tries to find the criterion used when rating the services received in a supermarket and also to elaborate an instrument to measure the service quality in this context. From the review of the existing bibliography, four theoretical factors and a thirteen items scale have been composed. These four factors are: price, product, service and image and fresh product. In order to check the psychometrical properties of the questionnaire we carried out a computer assisted telephone interviewing (CATI) with a sample of 300 interviews. The results obtained allow us to show a scale with a factorial structure of 4 dimensions that throws up optimal indexes of reliability and validity. At the same time we conclude that the variable called establishment global rate is an important variable in the perceptive structure of the consumers.

  7. Variations in the service quality of medical practices.

    PubMed

    Ly, Dan P; Glied, Sherry A

    2013-11-01

    To examine regional variation in the service quality of physician practices and to assess the association of this variation with the supply and organization of physicians. Secondary analyses of the Community Tracking Study (CTS) household and physician surveys. A total of 40,339 individuals who had seen a primary care physician because of an illness or injury and 17,345 generalist physicians across 4 survey time periods in 60 CTS sites were included. Service quality measures used were lag between making an appointment and seeing a physician, and wait time at the physician's office. Our supply measure was the physician-to-population ratio. Our organizational measure was the percentage of physicians in group practices. Multivariate regressions were performed to examine the relationship between service quality and the supply and organization of physicians. There was substantial variation in the service quality of physician visits across the country. For example, in 2003, the average wait time to see a doctor was 16 minutes in Milwaukee but more than 41 minutes in Miami; the average appointment lag for a sick visit in 2003 was 1.2 days in west-central Alabama but almost 6 days in Northwestern Washington. Service quality was not associated with the primary care physician-to-population ratio and had varying associations with the organization of practices. Cross-site variation in service quality of care in primary care has been large, persistent, and associated with the organization of practices. Areas with higher primary care physician-to-population ratios had longer, not shorter, appointment lags.

  8. 76 FR 66327 - Iron Mountain Information Management, Inc., Corporate Service Group, Information Technology (IT...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-26

    ..., Information Technology (IT) Division, Including On-Site Leased Workers From TEK Systems, Professional... Technology (IT) Division, including on-site leased workers from TEK Systems, Professional Alternative... Management, Inc., Corporate Service Group, Information Technology (IT) Division. The Department has...

  9. Evaluating the impact of library services on the quality and cost of medical care.

    PubMed Central

    Hardy, M C; Yeoh, J W; Crawford, S

    1985-01-01

    Recent federal regulations have minimized the role of the hospital library in contributing to the quality of medical care and in lowering hospital costs. We trace the events that have led to these assumptions and discuss the complex problem of evaluating the impact of library services. Current research on the value and effectiveness of information is outlined. PMID:3978294

  10. Independent Software Quality Assessment (ISQA) Services: Makes Dollars and Sense

    DTIC Science & Technology

    2006-05-04

    1 Independent Software Quality Assessment ( ISQA ) Services: Makes Dollars and Sense Presented to the Systems & Software Technology Conference Salt... ISQA ? – What is NOT ISQA • Why? – Software Costs – Benefits of ISQA – ISQA Services • When? – Throughout Life Cycle – Proven Examples • How...advanced technology to meet current needs. • Implement SQA through our ISQA Team – Dedicated Cadre of computer scientists/engineers with access to

  11. Service quality perceptions in primary health care centres in Greece

    PubMed Central

    Papanikolaou, Vicky; Zygiaris, Sotiris

    2012-01-01

    Abstract Context  The paper refers to the increased competition between health care providers and the need for patient‐centred services in Greece. Using service quality methodology, this paper investigates service quality perceptions of patients in Greek public primary health centres. Objective  To test the internal consistency and applicability of SERVQUAL in primary health care centres in Greece. Strategy  SERVQUAL was used to examine whether patients have different expectations from health care providers and whether different groups of patients may consider some dimensions of care more important than others. Results  The analysis showed that there were gaps in all dimensions measured by SERVQUAL. The largest gap was detected in empathy. Further analysis showed that there were also differences depending on gender, age and education levels. A separate analysis of expectations and perceptions revealed that this gap was because of differences in patients’ perceptions rather than expectations. Discussion and conclusions  This paper raises a number of issues that concern the applicability of SERVQUAL in health care services and could enhance current discussions about SERVQUAL improvement. Quality of health care needs to be redefined by encompassing multiple dimensions. Beyond a simple expectations–perceptions gap, people may hold different understandings of health care that, in turn, influence their perception of the quality of services. PMID:22296402

  12. Service quality perceptions in primary health care centres in Greece.

    PubMed

    Papanikolaou, Vicky; Zygiaris, Sotiris

    2014-04-01

    The paper refers to the increased competition between health care providers and the need for patient-centred services in Greece. Using service quality methodology, this paper investigates service quality perceptions of patients in Greek public primary health centres. To test the internal consistency and applicability of SERVQUAL in primary health care centres in Greece. SERVQUAL was used to examine whether patients have different expectations from health care providers and whether different groups of patients may consider some dimensions of care more important than others. The analysis showed that there were gaps in all dimensions measured by SERVQUAL. The largest gap was detected in empathy. Further analysis showed that there were also differences depending on gender, age and education levels. A separate analysis of expectations and perceptions revealed that this gap was because of differences in patients' perceptions rather than expectations. THIS paper raises a number of issues that concern the applicability of SERVQUAL in health care services and could enhance current discussions about SERVQUAL improvement. Quality of health care needs to be redefined by encompassing multiple dimensions. Beyond a simple expectations-perceptions gap, people may hold different understandings of health care that, in turn, influence their perception of the quality of services. © 2012 John Wiley & Sons Ltd.

  13. Privatization of social services: quality differences in Swedish elderly care.

    PubMed

    Stolt, Ragnar; Blomqvist, Paula; Winblad, Ulrika

    2011-02-01

    One of the major policy trends in recent decades has been the privatization of social services. This trend has also reached Sweden, a welfare state with health care and social service sectors that previously had almost no private providers. One of the most affected areas is elderly care, i.e. home-help services and residential care provided to citizens older than 65 years, where the proportion of private providers increased from 1% in 1990 to 16% in 2010. The ongoing privatization in Sweden and many other countries has raised important questions regarding the consequences of this policy transformation. In this paper, we present a cross-sectional study comparing the quality of services in private and public elderly care. Using statistics from 2007 displaying a variety of quality dimensions covering over 99% of all elderly care residents in Sweden, we were able to show that privatization is indeed associated with significant quality differences. Structural quality factors such as the number of employees per resident was significantly smaller (-9%) in private elderly care. On the other hand, the proportion of residents participating in the formulation of their care plan (+7%), the proportion of elderly with a reasonable duration between evening meal and breakfast (+15%), and the proportion of elderly offered different food alternatives (+26%) were significantly in favour of private contractors. Our conclusion is that private care providers seem to emphasize service aspects rather than structural prerequisites for good care. Copyright © 2010 Elsevier Ltd. All rights reserved.

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

    PubMed

    Clark, W Randy; Clark, Leigh Anne

    2007-01-01

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

  15. Embedded ubiquitous services on hospital information systems.

    PubMed

    Kuroda, Tomohiro; Sasaki, Hiroshi; Suenaga, Takatoshi; Masuda, Yasushi; Yasumuro, Yoshihiro; Hori, Kenta; Ohboshi, Naoki; Takemura, Tadamasa; Chihara, Kunihiro; Yoshihara, Hiroyuki

    2012-11-01

    A Hospital Information Systems (HIS) have turned a hospital into a gigantic computer with huge computational power, huge storage and wired/wireless local area network. On the other hand, a modern medical device, such as echograph, is a computer system with several functional units connected by an internal network named a bus. Therefore, we can embed such a medical device into the HIS by simply replacing the bus with the local area network. This paper designed and developed two embedded systems, a ubiquitous echograph system and a networked digital camera. Evaluations of the developed systems clearly show that the proposed approach, embedding existing clinical systems into HIS, drastically changes productivity in the clinical field. Once a clinical system becomes a pluggable unit for a gigantic computer system, HIS, the combination of multiple embedded systems with application software designed under deep consideration about clinical processes may lead to the emergence of disruptive innovation in the clinical field.

  16. Quality and Safety Implications of Emergency Department Information Systems

    PubMed Central

    Farley, Heather L.; Baumlin, Kevin M.; Hamedani, Azita G.; Cheung, Dickson S.; Edwards, Michael R.; Fuller, Drew C.; Genes, Nicholas; Griffey, Richard T.; Kelly, John J.; McClay, James C.; Nielson, Jeff; Phelan, Michael P.; Shapiro, Jason S.; Stone-Griffith, Suzanne; Pines, Jesse M.

    2013-01-01

    The Health Information Technology for Economic and Clinical Health Act of 2009 and the Centers for Medicare & Medicaid Services “meaningful use” incentive programs, in tandem with the boundless additional requirements for detailed reporting of quality metrics, have galvanized hospital efforts to implement hospital-based electronic health records. As such, emergency department information systems (EDISs) are an important and unique component of most hospitals’ electronic health records. System functionality varies greatly and affects physician decisionmaking, clinician workflow, communication, and, ultimately, the overall quality of care and patient safety. This article is a joint effort by members of the Quality Improvement and Patient Safety Section and the Informatics Section of the American College of Emergency Physicians. The aim of this effort is to examine the benefits and potential threats to quality and patient safety that could result from the choice of a particular EDIS, its implementation and optimization, and the hospital’s or physician group’s approach to continuous improvement of the EDIS. Specifically, we explored the following areas of potential EDIS safety concerns: communication failure, wrong order–wrong patient errors, poor data display, and alert fatigue. Case studies are presented that illustrate the potential harm that could befall patients from an inferior EDIS product or suboptimal execution of such a product in the clinical environment. The authors have developed 7 recommendations to improve patient safety with respect to the deployment of EDISs. These include ensuring that emergency providers actively participate in selection of the EDIS product, in the design of processes related to EDIS implementation and optimization, and in the monitoring of the system’s ongoing success or failure. Our recommendations apply to emergency departments using any type of EDIS: custom-developed systems, best-of-breed vendor systems, or

  17. Information Design: A New Approach to Teaching Technical Writing Service Courses

    ERIC Educational Resources Information Center

    McKee, Candie DeLane

    2012-01-01

    This study used a needs assessment, process analysis, process design, and textbook design to develop a new process and new textbook, based on Cargile-Cook's layered literacies, Quesenbery's five qualities of usability, and Carliner's information design theories, for use in technical writing service learning courses. The needs assessment was based…

  18. Information Design: A New Approach to Teaching Technical Writing Service Courses

    ERIC Educational Resources Information Center

    McKee, Candie DeLane

    2012-01-01

    This study used a needs assessment, process analysis, process design, and textbook design to develop a new process and new textbook, based on Cargile-Cook's layered literacies, Quesenbery's five qualities of usability, and Carliner's information design theories, for use in technical writing service learning courses. The needs assessment was based…

  19. Improving Service Delivery: Investigating the Role of Information Sharing, Job Characteristics, and Employee Satisfaction

    ERIC Educational Resources Information Center

    Bontis, Nick; Richards, David; Serenko, Alexander

    2011-01-01

    Purpose: The purpose of this study is to propose and test a model designed to investigate the impact of job characteristics, employee satisfaction, and information sharing on two key indicators of quality service delivery, such as worker perceptions of their efficiency and customer focus. Design/methodology/approach: During the project, 9,060…

  20. Improving Service Delivery: Investigating the Role of Information Sharing, Job Characteristics, and Employee Satisfaction

    ERIC Educational Resources Information Center

    Bontis, Nick; Richards, David; Serenko, Alexander

    2011-01-01

    Purpose: The purpose of this study is to propose and test a model designed to investigate the impact of job characteristics, employee satisfaction, and information sharing on two key indicators of quality service delivery, such as worker perceptions of their efficiency and customer focus. Design/methodology/approach: During the project, 9,060…