Science.gov

Sample records for service quality performance

  1. Performance-Based Service Quality Model: An Empirical Study on Japanese Universities

    ERIC Educational Resources Information Center

    Sultan, Parves; Wong, Ho

    2010-01-01

    Purpose: This paper aims to develop and empirically test the performance-based higher education service quality model. Design/methodology/approach: The study develops 67-item instrument for measuring performance-based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha.…

  2. Service quality and performance in the public health-care sector.

    PubMed

    Chahal, Hardeep; Kumari, Neetu

    2012-01-01

    The purpose of this article is to evaluate service quality and service performance relationship in the health-care sector using respective developed multidimensional scales. Data were collected from 400 inpatient respondents, using stratified sampling method from five departments, namely general medicine, surgery, pediatrics, orthopedics, gynecology, and ENT of a tertiary hospital (North India). The results confirm significant relationship among subdimensions of physical environment quality and interaction quality (service quality) and four service performance measures, namely waiting time, patient satisfaction, patient loyalty, and image in public hospitals.

  3. Student Learning Motivation as a Mediator of the Relationship between Service Quality and Student Performance

    ERIC Educational Resources Information Center

    Ibrahim, Hamdi H. M.

    2016-01-01

    Students look for evidence of service quality when selecting a university to attend. Student dissatisfaction with the quality of service may reduce student motivation in online higher-education settings, and low levels of motivation may lead to inferior student performance and a persistently high dropout rate. The purpose of this quantitative,…

  4. 77 FR 33808 - Agency Information Collection; Activity Under OMB Review: Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-07

    ... Research & Innovative Technology Administration Agency Information Collection; Activity Under OMB Review: Airline Service Quality Performance--Part 234 AGENCY: Research & Innovative Technology Administration..., DC, on May 31, 2012. Patricia Hu, Director, Bureau of Transportation Statistics, Research...

  5. 75 FR 41920 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-07-19

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF TRANSPORTATION Research & Innovative Technology Administration Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance--Part 234 AGENCY: Research & Innovative Technology...

  6. 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...

  7. 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

  8. Measuring Quality in Emergency Medical Services: A Review of Clinical Performance Indicators

    PubMed Central

    El Sayed, Mazen J.

    2012-01-01

    Measuring quality in Emergency Medical Services (EMSs) systems is challenging. This paper reviews the current approaches to measuring quality in health care and EMS with a focus on currently used clinical performance indicators in EMS systems (US and international systems). The different types of performance indicators, the advantages and limitations of each type, and the evidence-based prehospital clinical bundles are discussed. This paper aims at introducing emergency physicians and health care providers to quality initiatives in EMS and serves as a reference for tools that EMS medical directors can use to launch new or modify existing quality control programs in their systems. PMID:22046554

  9. Improving quality and performance in Ontario's cancer services: lessons for constructing a learning healthcare system.

    PubMed

    Sullivan, Terrence

    2015-01-01

    Cancer Care Ontario as a provincial agency has undergone a significant transformation in the last 10 years. This paper documents a predictable crisis of radiotherapy capacity at the turn of the millennium, creating an imperative for transformative change. This transformation occurred included a divestment of existing cancer centers to large local host hospitals while retaining service obligations through a financial, quality and performance contract. The paper documents the simultaneous introduction of quality and access measures and the creation of a continuously evolving improvement panel of metrics which underpin the performance of local centers and population-wide reporting of Cancer Control. The recent successful expansion to include renal services is referenced.

  10. Development of a new quality fair access best value performance indicator (BVPI) for recycling services.

    PubMed

    Harder, M K; Stantzos, N; Woodard, R; Read, A

    2008-01-01

    Recycling schemes are being used worldwide to reduce the impact of municipal waste. Those using public funds are usually obliged to set performance indicators by which the standards of such schemes can be measured. In the UK, a set of statutory Best Value Performance Indicators (BVPI) must be reported annually, such as the Quality of Fair Access, which monitors the public's access to recycling facilities within 1000 m (known as BVPI 91). This work shows that BVPI 91, and performance indicators like it, quantify only very basic recycling services. A much more sensitive performance indicator is developed in this paper, labelled as the Maximum Practicable Recycling Rate Provision (MPRRP) achievable by a local authority. It indicates the percentage of local waste that could be reasonably recycled using the services provided, calculated on the basis of the average composition of the local waste, the local population coverage for collection of any materials, and nationally provided information stating how much of each material stream is generally suitable (practical) for recycling. Evidence for the usefulness of this new quantity is presented. Although this paper refers a particular performance indicator in the UK, its findings are applicable to all urban areas worldwide needing to monitor recycling service. Furthermore, the MPRRP could be used for planning purposes, and for determining the level of performance of an existing service, by comparing its predicted recycling rate to that actually obtained. Further work is now being carried out on this.

  11. Investigation of the mediating effects of IT governance-value delivery on service quality and ERP performance

    NASA Astrophysics Data System (ADS)

    Tsai, Wen-Hsien; Chou, Yu-Wei; Leu, Jun-Der; Chao Chen, Der; Tsaur, Tsen-Shu

    2015-02-01

    This study aimed to explore the mediating effects of IT governance (ITG)-value delivery in the relationships among the quality of vendor service, the quality of consultant services, ITG-value delivery and enterprise resource planning (ERP) performance. The sampling of this research was acquired from a questionnaire survey concerning ERP implementations in Taiwan. In this survey, 4366 questionnaires were sent to manufacturing and service companies listed in the TOP 5000: The Largest Corporations in Taiwan 2009. The results showed that an ERP system will exhibit a decreased error rate and improved performance if ERP system vendors and consultants provide good service quality. The results also demonstrated that significant relationships exist among the quality of vendor service, the quality of consultant services and value delivery. The contribution of this article is twofold. First, it found that value delivery provides an effective measure of ERP performance under an ITG framework. Second, it provides evidence of the partial mediating effects of value delivery between service quality and ERP performance. In other words, if enterprises want to improve ERP performance, they need to consider factors such as value delivery and the quality of a vendor/consultant's service.

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

    PubMed

    Dwore, R B

    1993-01-01

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

  13. Hospital-level correlation between clinical and service quality performance for heart failure treatment.

    PubMed

    Gesell, Sabina B; Clark, Paul Alexander; Mylod, Deirdre E; Wolosin, Robert J; Drain, Maxwell; Lanser, Peter; Hall, Melvin F

    2005-01-01

    A national cross-sectional study correlates the satisfaction ratings of heart failure patients (diagnosis related group 127) and the Centers for Medicare & Medicaid Services' process-based quality measures for heart failure treatment for 32 hospitals during the first and second quarters of 2004. Two of the four measures of clinical quality showed statistically significant, moderately strong, positive correlations with a global measure of satisfaction and with, respectively, 5 and 7 subscales of the 10 subscales of satisfaction under examination (Pearson's r ranged between .40 and .67, 2-tailed; p < .05). Findings demonstrate that quality need not be a zero-sum issue, with clinical quality and service quality competing for resources and attention.

  14. Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.

    PubMed

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2007-01-01

    Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed.

  15. 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)

  16. 75 FR 21716 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-04-26

    ... monitor the quality of air service that major air carriers are providing the flying public. The Federal... Paperwork Reduction Act of 1995, Public Law 104-13, the Bureau of Transportation Statistics invites the... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF...

  17. Promoting High Quality Early Childhood Education and Care Services: Beyond Risk Management, Performative Constructions of Regulation

    ERIC Educational Resources Information Center

    Fenech, Marianne; Sumsion, Jennifer

    2007-01-01

    Whilst regulation is utilized by governments in Australia and internationally as a means of promoting quality standards in early childhood education and care (ECEC) services, a growing body of literature is critical of the detrimental effect of this regulation. Drawing on our investigation into early childhood teachers' perceptions of the impact…

  18. Performance, Process, and Costs: Managing Service Quality with the Balanced Scorecard.

    ERIC Educational Resources Information Center

    Poll, Roswitha

    2001-01-01

    Describes a cooperative project among three German libraries that used the Balanced Scorecard as a concept for an integrated quality management system. Considers performance indicators across four perspectives that will help academic libraries establish an integrated controlling system and to collect and evaluate performance as well as cost data…

  19. A platelet quality assessment scheme for comparing the performance of quality monitoring laboratories in the UK National Blood Service.

    PubMed

    Seghatchian, Jerard; Krailadsiri, Pranee; Rigsby, Peter; Bukasa, Antoaneta; Bashir, Saber

    2002-02-01

    This exercise focused on performance of NBS quality monitoring establishments with respect to enumeration of low leucocyte and other quality indexes of platelet concentration. Paired identical leucodepleted platelet samples, spiked with WBC (20 cells/microl) in 'vacuette' or 'pouch' were assessed by participants (n = 20) on days 1, 2 and 5. For low WBC counting, all laboratories gave estimates within acceptable range (+/-25%) and good agreement between storage and assay methods was observed on days 1 and 2. Day 5 results showed greater variability. Under improved performance criteria (+/-15%), only one laboratory under-estimated at days 1 and 2. Similarly, other parameters demonstrated good agreement between storage methods on days 1 and 2. At day 5, mean results were often significantly different to previous days. Improved performance target (+/-15%) will allow identification of non-conformers.

  20. 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)

  1. 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.

  2. Improving Service Quality: Achieving High Performance in the Public and Private Sectors.

    ERIC Educational Resources Information Center

    Milakovich, Michael E.

    Quality-improvement principles are a sound means to respond to customer needs. However, when various quality and productivity theories and methods are applied, it is very difficult to consistently deliver quality results, especially in quasi-monopolistic, non-competitive, and regulated environments. This book focuses on quality-improvement methods…

  3. What results when firms implement practices: the differential relationship between specific practices, firm financial performance, customer service, and quality.

    PubMed

    Gibson, Cristina B; Porath, Christine L; Benson, George S; Lawler, Edward E

    2007-11-01

    Previous research on organizational practices is replete with contradictory evidence regarding their effects. Here, the authors argue that these contradictory findings may have occurred because researchers have often examined complex practice combinations and have failed to investigate a broad variety of firm-level outcomes. Thus, past research may obscure important differential effects of specific practices on specific firm-level outcomes. Extending this research, the authors develop hypotheses about the effects of practices that (a) enable information sharing, (b) set boundaries, and (c) enable teams on 3 different firm-level outcomes: financial performance, customer service, and quality. Relationships are tested in a sample of observations from over 200 Fortune 1000 firms. Results indicate that information-sharing practices were positively related to financial performance 1 year following implementation of the practices, boundary-setting practices were positively related to firm-level customer service, and team-enabling practices were related to firm-level quality. No single set of practices predicted all 3 firm-level outcomes, indicating practice-specific effects. These findings help resolve the theoretical tension in the literature regarding the effects of organizational practices and offer guidance as to how to best target practices to increase specific work-related outcomes. Implications for theory, research, and practice are discussed.

  4. A measurement-driven approach to assess power line telecommunication (PLT) network quality of service (QoS) performance parameters

    NASA Astrophysics Data System (ADS)

    Betta, G.; Capriglione, D.; Ferrigno, L.; Laracca, M.

    2009-10-01

    Power line telecommunication (PLT) technology offers cheap and fast ways for providing in-home broadband services and local area networking. Its main advantage is due to the possibility of using the pre-existing electrical grid as a communication channel. Nevertheless, technical challenges arise from the difficulty of operating on a hostile medium, not designed for communication purposes, characterized by complex channel modeling and by varying time response. These aspects put practical problems for designers and testers in the assessment of network quality of service performance parameters such as the throughput, the latency, the jitter, and the reliability. The measurement of these parameters has not yet been standardized so that there do not exist reference test set-ups and measurement methodologies (i.e. the type of isolation from the ac main, the observation time and the number of experiments, the measurement uncertainty and so on). Consequently, experiments executed by adopting different methods may lead to incompatible measurement results, thus making it also impossible to have reliable comparisons of different PLT modems. Really, the development of standard procedures is a very difficult task because the scenarios in which the PLT modems can work are very wide and then the application of an exhaustive approach (in which all the parameters influencing the PLT performance should be considered) would be very complex and time consuming, thus making the modem characterization very expensive. In this paper, the authors propose a methodological approach to develop an efficient measurement procedure able to reliably assess the performance of PLT modems (in terms of network quality of service parameters) with a minimum number of experiments. It is based on both creating a reconfigurable grid to which real disturbing loads are connected and implementing an original design of the experiment technique based on the effects of the uncertainty of the measurement results

  5. Service Quality in the U.S. Airline Industry: Variations in Performance Within Airlines and Between Airlines and the Industry

    NASA Technical Reports Server (NTRS)

    Rhoades, Dawna L.; Waguespack, Blaise, Jr.

    2000-01-01

    This study examined the service quality of 25 U.S. airlines (1987-1996) using data from the Department of Transportation's Air Travel Consumer Report. After a total quality and total complaint rate was calculated for these airlines, a 95 percent confidence interval was placed around the yearly and company means calculated to examine those cases that were significantly different from the mean. Results indicate that while the major carriers are converging toward a higher level of quality, there continues to be significant yearly variation. The service quality of regional carriers was much lower than major carriers and showed much greater variation.

  6. 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.

  7. 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

  8. 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.…

  9. Dynamic quality of service model for improving performance of multimedia real-time transmission in industrial networks.

    PubMed

    Gopalakrishnan, Ravichandran C; Karunakaran, Manivannan

    2014-01-01

    Nowadays, quality of service (QoS) is very popular in various research areas like distributed systems, multimedia real-time applications and networking. The requirements of these systems are to satisfy reliability, uptime, security constraints and throughput as well as application specific requirements. The real-time multimedia applications are commonly distributed over the network and meet various time constraints across networks without creating any intervention over control flows. In particular, video compressors make variable bit-rate streams that mismatch the constant-bit-rate channels typically provided by classical real-time protocols, severely reducing the efficiency of network utilization. Thus, it is necessary to enlarge the communication bandwidth to transfer the compressed multimedia streams using Flexible Time Triggered- Enhanced Switched Ethernet (FTT-ESE) protocol. FTT-ESE provides automation to calculate the compression level and change the bandwidth of the stream. This paper focuses on low-latency multimedia transmission over Ethernet with dynamic quality-of-service (QoS) management. This proposed framework deals with a dynamic QoS for multimedia transmission over Ethernet with FTT-ESE protocol. This paper also presents distinct QoS metrics based both on the image quality and network features. Some experiments with recorded and live video streams show the advantages of the proposed framework. To validate the solution we have designed and implemented a simulator based on the Matlab/Simulink, which is a tool to evaluate different network architecture using Simulink blocks.

  10. Dynamic Quality of Service Model for Improving Performance of Multimedia Real-Time Transmission in Industrial Networks

    PubMed Central

    Gopalakrishnan, Ravichandran C.; Karunakaran, Manivannan

    2014-01-01

    Nowadays, quality of service (QoS) is very popular in various research areas like distributed systems, multimedia real-time applications and networking. The requirements of these systems are to satisfy reliability, uptime, security constraints and throughput as well as application specific requirements. The real-time multimedia applications are commonly distributed over the network and meet various time constraints across networks without creating any intervention over control flows. In particular, video compressors make variable bit-rate streams that mismatch the constant-bit-rate channels typically provided by classical real-time protocols, severely reducing the efficiency of network utilization. Thus, it is necessary to enlarge the communication bandwidth to transfer the compressed multimedia streams using Flexible Time Triggered- Enhanced Switched Ethernet (FTT-ESE) protocol. FTT-ESE provides automation to calculate the compression level and change the bandwidth of the stream. This paper focuses on low-latency multimedia transmission over Ethernet with dynamic quality-of-service (QoS) management. This proposed framework deals with a dynamic QoS for multimedia transmission over Ethernet with FTT-ESE protocol. This paper also presents distinct QoS metrics based both on the image quality and network features. Some experiments with recorded and live video streams show the advantages of the proposed framework. To validate the solution we have designed and implemented a simulator based on the Matlab/Simulink, which is a tool to evaluate different network architecture using Simulink blocks. PMID:25170768

  11. 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…

  12. 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.

  13. 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…

  14. 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

  15. 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…

  16. Quality and performance improvement in respiratory care.

    PubMed

    Malinowski, Thomas P

    2004-06-01

    An essential responsibility of the modern respiratory care manager is to establish and monitor a particular level of quality and service being provided by a department. Focusing on quality and performance improvement fosters an environment that empowers and encourages all employees to be innovative and resolve roadblocks that limit organizational performance. This article discusses the issues regarding quality and performance improvement that arise in the daily operations of a respiratory care department.

  17. Quality of obstetric care in public-sector facilities and constraints to implementing emergency obstetric care services: evidence from high- and low-performing districts of Bangladesh.

    PubMed

    Anwar, Iqbal; Kalim, Nahid; Koblinsky, Marge

    2009-04-01

    This study explored the quality of obstetric care in public-sector facilities and the constraints to programming comprehensive essential obstetric care (EOC) services in rural areas of Khulna and Sylhet divisions, relatively high- and low-performing areas of Bangladesh respectively. Quality was explored by physically inspecting all public-sector EOC facilities and the constraints through in-depth interviews with public-sector programme managers and service providers. Distribution of the functional EOC facilities satisfied the United Nation's minimum criteria of at least one comprehensive EOC and four basic EOC facilities for every 500,000 people in Khulna but not in Sylhet region. Human-resource constraints were the major barrier for maternal health. Sanctioned posts for nurses were inadequate in rural areas of both the divisions; however, deployment and retention of trained human resources were more problematic in rural areas of Sylhet. Other problems also plagued care, including unavailability of blood in rural settings and lack of use of evidence-based techniques. The overall quality of care was better in the EOC facilities of Khulna division than in Sylhet. 'Context' of care was also different in these two areas: the population in Sylhet is less literate, more conservative, and faces more geographical and sociocultural barriers in accessing services. As a consequence of both care delivered and the context, more normal vaginal and caesarian-section deliveries were carried out in the public-sector EOC facilities in the Khulna region, with the exception of the medical college hospitals. To improve maternal healthcare, there is a need for a human-resource plan that increases the number of posts in rural areas and ensures availability. All categories of maternal healthcare providers also need training on evidence-based techniques. While the centralized push system of management has its strengths, special strategies for improving the response in the low-performing

  18. 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…

  19. 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)

  20. 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

  1. 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.

  2. Determinants of Services Sourcing Performance

    DTIC Science & Technology

    2010-12-16

    change within the six companies studied. The companies first had to secure buy - in from top corporate leadership, who could communicate the urgency...conclusion. B. NATURE OF SERVICES Quality is an immensely important yet fleeting measure for firm success (Anderson & Zeithaml, 1984) in that it is...services because they differ drastically in nature from goods, primarily through the four characteristics of intangibility , heterogeneity, perishability

  3. Measuring the performance of maintenance service outsourcing.

    PubMed

    Cruz, Antonio Miguel; Rincon, Adriana Maria Rios; Haugan, Gregory L

    2013-01-01

    The aims of this paper are (1) to identify the characteristics of maintenance service providers that directly impact maintenance service quality, using 18 independent covariables; (2) to quantify the change in risk these covariables present to service quality, measured in terms of equipment turnaround time (TAT). A survey was applied to every maintenance service provider (n = 19) for characterization purposes. The equipment inventory was characterized, and the TAT variable recorded and monitored for every work order of each service provider (N = 1,025). Finally, the research team conducted a statistical analysis to accomplish the research objectives. The results of this study offer strong empirical evidence that the most influential variables affecting the quality of maintenance service performance are the following: type of maintenance, availability of spare parts in the country, user training, technological complexity of the equipment, distance between the company and the hospital, and the number of maintenance visits performed by the company. The strength of the results obtained by the Cox model built are supported by the measure of the Rp,e(2) = 0.57 with a value of Rp,e= 0.75. Thus, the model explained 57% of the variation in equipment TAT, with moderate high positive correlation between the dependent variable (TAT) and independent variables.

  4. 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.

  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. 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.

  7. 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...

  8. Diet Quality and Academic Performance

    ERIC Educational Resources Information Center

    Florence, Michelle D.; Asbridge, Mark; Veugelers, Paul J.

    2008-01-01

    Background: Although the effects of nutrition on health and school performance are often cited, few research studies have examined the effect of diet quality on the academic performance of children. This study examines the association between overall diet quality and academic performance. Methods: In 2003, 5200 grade 5 students in Nova Scotia,…

  9. Thermal Performance Data Services (TPDS)

    NASA Technical Reports Server (NTRS)

    French, Richard T.; Wright, Michael J.

    2013-01-01

    Initiated as a NASA Engineering and Safety Center (NESC) assessment in 2009, the Thermal Performance Database (TPDB) was a response to the need for a centralized thermal performance data archive. The assessment was renamed Thermal Performance Data Services (TPDS) in 2012; the undertaking has had two fronts of activity: the development of a repository software application and the collection of historical thermal performance data sets from dispersed sources within the thermal performance community. This assessment has delivered a foundational tool on which additional features should be built to increase efficiency, expand the protection of critical Agency investments, and provide new discipline-advancing work opportunities. This report contains the information from the assessment.

  10. 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,…

  11. 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…

  12. 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)

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

    PubMed

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

    2009-03-01

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

  14. A fuzzy inference system to evaluate contract service provider performance.

    PubMed

    Cruz, Antonio Miguel; Denis, Ernesto Rodriguez

    2005-01-01

    This paper puts forward a fuzzy inference system for evaluating the quality performance of service contract providers. An Application Service Provider was designed and put online, featuring surveys to establish the most useful indicators to evaluate the quality of the service. This model was implemented in 10 separate hospitals. As a result, the service cost-acquisition cost ratio in these cases was reduced from 16.14% to 6.09% in the period 2001-January 2003.

  15. Quality improvement practices in clinical and anatomic pathology services. A College of American Pathologists Q-probes study of the program characteristics and performance in 580 institutions.

    PubMed

    Bachner, P; Howanitz, P J; Lent, R W

    1994-11-01

    Participants of the College of American Pathologists Q-Probes program described their quality improvement practices for clinical and anatomic pathology. In 580 institutions, the median time required for a median of 12 indicators of quality was 40 hours/month, with the number of indicators and the time spent directly dependent on bed size (P = .0001). The overwhelming majority of participants reported benefit from their quality improvement programs in terms of patient outcomes, as a management tool, and for risk management. Six indicators in clinical pathology and four indicators in anatomic pathology were used in more than 75% of laboratories, whereas an additional seven indicators in clinical pathology and five in anatomic pathology were used in more than 50% of laboratories. The authors conclude that quality improvement practices are similar among laboratories, and irrespective of increasing regulatory requirements, pathologists and senior laboratory personnel spend large amounts of time for activities that they believe improve the quality of services rendered.

  16. 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.

  17. 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.

  18. [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.

  19. 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…

  20. 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…

  1. 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…

  2. 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…

  3. [Supply services at health facilities: measuring performance].

    PubMed

    Dacosta Claro, I

    2001-01-01

    Performance measurement, in their different meanings--either balance scorecard or outputs measurement--have become an essential tool in today's organizations (World-Class organizations) to improve service quality and reduce costs. This paper presents a performance measurement system for the hospital supply chain. The system is organized in different levels and groups of indicators in order to show a hierarchical, coherent and integrated vision of the processes. Thus, supply services performance is measured according to (1) financial aspects, (2) customers satisfaction aspects and (3) internal aspects of the processes performed. Since the informational needs of the managers vary within the administrative structure, the performance measurement system is defined in three hierarchical levels. Firstly, the whole supply chain, with the different interrelation of activities. Secondly, the three main processes of the chain--physical management of products, purchasing and negotiation processes and the local storage units. And finally, the performance measurement of each activity involved. The system and the indicators have been evaluated with the participation of 17 health services of Quebec (Canada), however, and due to the similarities of the operation, could be equally implemented in Spanish hospitals.

  4. 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.

  5. [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.

  6. 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…

  7. 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…

  8. Service Quality in Higher Education--A Case Study of Universiti Brunei Darussalam

    ERIC Educational Resources Information Center

    Alani, Farooq; Yaqoub, Yasir; Hamdan, Mahani

    2015-01-01

    No one doubts the value and importance of quality education, and quality assurance is one major driving force to achieve this. Measuring the performance of service quality of education services of Universiti Brunei Darussalam (UBD), as part of the quality assessment, was assessed based on Parasuraman's five Servqual dimensions. The assessment was…

  9. 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.

  10. 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.

  11. Developing a Performance Measurement System for University Central Administrative Services

    ERIC Educational Resources Information Center

    Arena, Marika; Arnaboldi, Michela; Azzone, Giovanni; Carlucci, Paola

    2009-01-01

    Central administrative services have recently received increasing attention from practitioners and academics due to the challenging need to both manage scarce resources and provide high-quality services. In this context, performance measurement systems (PMSs) may assume a central role, although an unresolved debate remains on the claimed benefits…

  12. [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

  13. Helping You Identify Quality Laboratory Services

    MedlinePlus

    ... would like a printed copy, please call the Customer Service Center at (630) 792-5800. To report information or concerns about accredited organizations:  Call or e-mail our Office of Quality Monitoring (800) 994-6610 or complaint@ jointcommission. org.

  14. Hanford performance evaluation program for Hanford site analytical services

    SciTech Connect

    Markel, L.P.

    1995-09-01

    The U.S. Department of Energy (DOE) Order 5700.6C, Quality Assurance, and Title 10 of the Code of Federal Regulations, Part 830.120, Quality Assurance Requirements, states that it is the responsibility of DOE contractors to ensure that ``quality is achieved and maintained by those who have been assigned the responsibility for performing the work.`` Hanford Analytical Services Quality Assurance Plan (HASQAP) is designed to meet the needs of the Richland Operations Office (RL) for maintaining a consistent level of quality for the analytical chemistry services provided by contractor and commmercial analytical laboratory operations. Therefore, services supporting Hanford environmental monitoring, environmental restoration, and waste management analytical services shall meet appropriate quality standards. This performance evaluation program will monitor the quality standards of all analytical laboratories supporting the Hanforad Site including on-site and off-site laboratories. The monitoring and evaluation of laboratory performance can be completed by the use of several tools. This program will discuss the tools that will be utilized for laboratory performance evaluations. Revision 0 will primarily focus on presently available programs using readily available performance evaluation materials provided by DOE, EPA or commercial sources. Discussion of project specific PE materials and evaluations will be described in section 9.0 and Appendix A.

  15. Network Quality of Service Monitoring for IP Telephony.

    ERIC Educational Resources Information Center

    Ghita, B. V.; Furnell, S. M.; Lines, B. M.; Le-Foll, D.; Ifeachor, E. C.

    2001-01-01

    Discusses the development of real-time applications on the Internet for telecommunications and presents a non-intrusive way of determining network performance parameters for voice packet flows within a voice over IP (Internet Protocol), or Internet telephony call. Considers measurement of quality of service and describes results of a preliminary…

  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 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.

  18. Operationalisation of service quality in household waste collection.

    PubMed

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

    2017-03-06

    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

  19. No Reference Video-Quality-Assessment Model for Monitoring Video Quality of IPTV Services

    NASA Astrophysics Data System (ADS)

    Yamagishi, Kazuhisa; Okamoto, Jun; Hayashi, Takanori; Takahashi, Akira

    Service providers should monitor the quality of experience of a communication service in real time to confirm its status. To do this, we previously proposed a packet-layer model that can be used for monitoring the average video quality of typical Internet protocol television content using parameters derived from transmitted packet headers. However, it is difficult to monitor the video quality per user using the average video quality because video quality depends on the video content. To accurately monitor the video quality per user, a model that can be used for estimating the video quality per video content rather than the average video quality should be developed. Therefore, to take into account the impact of video content on video quality, we propose a model that calculates the difference in video quality between the video quality of the estimation-target video and the average video quality estimated using a packet-layer model. We first conducted extensive subjective quality assessments for different codecs and video sequences. We then model their characteristics based on parameters related to compression and packet loss. Finally, we verify the performance of the proposed model by applying it to unknown data sets different from the training data sets used for developing the model.

  20. 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.

  1. 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…

  2. Analysis of NPS Contracting Service Quality

    DTIC Science & Technology

    2014-12-01

    satisfaction and customer satisfaction (Hallowell et al., 1996). If a service quality gap exists between the provider and the customer , that gap could...identify a problem with provider job satisfaction , customer satisfaction , or both. In turn, by identifying potential problems in these areas, it could...president (R. A. Route, personal communication, March 18, 2014). If the outcome results in an improvement of customer satisfaction , or overall

  3. 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.

  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. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  6. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  7. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  8. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  9. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  10. 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.

  11. 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.

  12. 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.

  13. 75 FR 54445 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-07

    ... Fiscal Service Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Fiscal Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of members to the Financial Management Service (FMS) Performance Review Board...

  14. Idaho National Engineering Laboratory analytical services performance evaluation plan

    SciTech Connect

    Connolly, J.M.; Sailer, S.J.; Anderson, D.A.

    1994-03-01

    The Idaho National Engineering Laboratory`s (INEL`s) Sample Management Office (SMO) conducts a Performance Evaluation Program that ensures that data of known quality are supplied by the analytical. chemistry service organizations with which the INEL contracts. The Analytical Services Performance Evaluation Plan documents the routine monitoring and assessment of suppliers conducted by the SMO, and it describes the procedures that are followed to ensure that suppliers meet all appropriate requirements. Because high-quality analytical support is vital to the success of DOE Environmental Management programs at the INEL, the performance of organizations providing these services must be routinely monitored and assessed. Analytical disciplines for which performance is monitored include metals, organics, radiochemical, and miscellaneous classical analysis methods.

  15. 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…

  16. 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.

  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. Communicating data quality through Web Map Services

    NASA Astrophysics Data System (ADS)

    Blower, Jon; Roberts, Charles; Griffiths, Guy; Lewis, Jane; Yang, Kevin

    2013-04-01

    The sharing and visualization of environmental data through spatial data infrastructures is becoming increasingly common. However, information about the quality of data is frequently unavailable or presented in an inconsistent fashion. ("Data quality" is a phrase with many possible meanings but here we define it as "fitness for purpose" - therefore different users have different notions of what constitutes a "high quality" dataset.) The GeoViQua project (www.geoviqua.org) is developing means for eliciting, formatting, discovering and visualizing quality information using ISO and Open Geospatial Consortium (OGC) standards. Here we describe one aspect of the innovations of the GeoViQua project. In this presentation, we shall demonstrate new developments in using Web Map Services to communicate data quality at the level of datasets, variables and individual samples. We shall outline a new draft set of conventions (known as "WMS-Q"), which describe a set of rules for using WMS to convey quality information (OGC draft Engineering Report 12-160). We shall demonstrate these conventions through new prototype software, based upon the widely-used ncWMS software, that applies these rules to enable the visualization of uncertainties in raster data such as satellite products and the results of numerical simulations. Many conceptual and practical issues have arisen from these experiments. How can source data be formatted so that a WMS implementation can detect the semantic links between variables (e.g. the links between a mean field and its variance)? The visualization of uncertainty can be a complex task - how can we provide users with the power and flexibility to choose an optimal strategy? How can we maintain compatibility (as far as possible) with existing WMS clients? We explore these questions with reference to existing standards and approaches, including UncertML, NetCDF-U and Styled Layer Descriptors.

  19. 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).

  20. The Quality Quotient: A Tool for Measuring Organizational Quality Performance.

    DTIC Science & Technology

    1989-09-01

    understanding of factors the accounting systems have not trip " to measure. " Quality is, in essence, a (new) way -f managing" ( Feigenbaum , 198h3:829). Several...More important, a measurement of quality management performance has been established in the company’s system. 5 . Quality Awareness. It is time now to... quality . DOD has now recognized the need for changes in management approach (Morrison, 1987:32). The relationship between quality and cost reduction is

  1. 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.

  2. The quality of service in passenger transport terminals

    NASA Astrophysics Data System (ADS)

    Oprea, C.; Roşca, E.; Popa, M.; Ilie, A.; Dinu, O.; Roşca, M.

    2016-11-01

    The quality of service in transport terminals is differently perceived by engineers, economists, transport operators and sociologists. The traveler's perception is nevertheless decisive. The quality of service is well connected with the inside design of terminals, with the facilities in terminals and with the provided service standards. In order to provide a high level of service, the activities taking place in the public transport terminal and the maximum travelers flow size must be carefully analyzed and dimensioned. The purpose of modelling is to find the best route for each traveler from origin (entrance) to destination (exit) through all the intermediate service points, taking into consideration the instant network conditions. In developing the model we consider the walking, the waiting and the serving time. Using a simulation program written in ARENA we determine the waiting time. For validation, the model is used to evaluate the performance level in Bucharest Basarab station. By comparing the total walking distance for the possible routes and the utility function that describes the utility of all activities from entrance to exit we can find the optimal route.

  3. 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

  4. 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…

  5. 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…

  6. Measuring and Investigating Pretrial Multi-Expectations of Service Quality within the Higher Education Context

    ERIC Educational Resources Information Center

    Prugsamatz, Sunita; Heaney, Joo-Gim; Alpert, Frank

    2007-01-01

    Understanding what consumers expect from a service provider prior to consumption is necessary for marketers because expectations provide a standard of comparison against which consumers judge the performance of that service provider. This study is an in-depth investigation into consumers' pretrial multi-expectations of service quality within a…

  7. The Effect of Service Quality on Patient loyalty: a Study of Private Hospitals in Tehran, Iran

    PubMed Central

    Arab, M; Tabatabaei, SM Ghazi; Rashidian, A; Forushani, A Rahimi; Zarei, E

    2012-01-01

    Background: Service quality is perceived as an important factor for developing patient’s loyalty. The aim of this study was to determine the hospital service quality from the patients’ viewpoints and the relative importance of quality dimensions in predicting the patient’s loyalty. Methods: A cross-sectional study was conducted in 2010. The study sample was composed of 943 patients selected from eight private general hospitals in Tehran. The survey instrument was a questionnaire included 24 items about the service quality and 3 items about the patient’s loyalty. Exploratory factor analysis was employed to extracting the dimensions of service quality. Also, regression analysis was performed to determining the relative importance of the service quality dimensions in predicting the patient’s loyalty. Result: The mean score of service quality and patient’s loyalty was 3.99 and 4.16 out of 5, respectively. About 29% of the loyalty variance was explained by the service quality dimensions. Four quality dimensions (Costing, Process Quality, Interaction Quality and Environment Quality) were found to be key determinants of the patient’s loyalty in the private hospitals of Tehran. Conclusion: The patients’ experience in relation to the private hospitals’ services has strong impact on the outcome variables like willingness to return to the same hospital and reuse its services or recommend them to others. The relationship between the service quality and patient’s loyalty proves the strategic importance of improving the service quality for dragging and retaining patients and expanding the market share. PMID:23193509

  8. 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,…

  9. 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

  10. [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.

  11. 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.

  12. 77 FR 60177 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-02

    ... Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of members to the Financial Management Service (FMS) Performance Review Board (PRB). DATES: This notice is...

  13. Human Performance Improvement: Lessons To Be Learned from Quality Improvement.

    ERIC Educational Resources Information Center

    Hummel, Paul A.

    2003-01-01

    Discusses quality improvement (QI) and how it can help human performance improvement (HPI). Compares QI and HPI and discusses focusing on products and services; focusing on the customer; using data more effectively; continuous improvement; benchmarking; establishing standards; specialization; and involving the clients. (LRW)

  14. Service Station Attendant. Performance Objectives. Basic Course.

    ERIC Educational Resources Information Center

    Davis, John

    Several intermediate performance objectives and corresponding criterion measures are listed for each of 24 terminal objectives for a basic secondary level service station attendant course. The materials were developed for a two-semester course (2 and 3 hours daily). The specialized classroom and shop experiences are designed to enable the student…

  15. 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…

  16. 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

  17. Distributor- Retailer Interface in Pharmaceutical Supply Chain: Service Quality Measurement Scale.

    PubMed

    Mehralian, Gholamhossein; Babapour, Jafar; Peiravian, Farzad

    2016-01-01

    In the current competitive market, service quality management is the key to the survival and success of businesses. SERVQUAL is a popular service quality measurement scale (SQMS) that has served as a basis for subsequent research on service quality; it has been used for testing different aspects of service quality in a market. The purpose of our study is, therefore, to develop a service quality measurement scale (SQMS) for the distributor-retailer interface of Pharm supply chains (PSC) in Iran. A survey was performed to collect data from pharmacies located in Tehran. A valid and reliable questionnaire delivered to pharmacies, and 400 pharmacies were intended to participate in our survey. Confirmatory factor analysis (CFA) was used to develop an SQMS in this study. Sufficient sampling was undertaken to do CFA. Consistent with other service quality studies, this Res developed an SQMS with five dimensions and 20 items for PSC, and contributes to mangers to regularly measure service quality. This is an initial study to develop a framework for measuring service quality in Iranian PCS. The framework can be used effectively to achieve competitive advantage at the distributor-retailer interface.

  18. Distributor– Retailer Interface in Pharmaceutical Supply Chain: Service Quality Measurement Scale

    PubMed Central

    Mehralian, Gholamhossein; Babapour, Jafar; peiravian, farzad

    2016-01-01

    In the current competitive market, service quality management is the key to the survival and success of businesses. SERVQUAL is a popular service quality measurement scale (SQMS) that has served as a basis for subsequent research on service quality; it has been used for testing different aspects of service quality in a market. The purpose of our study is, therefore, to develop a service quality measurement scale (SQMS) for the distributor–retailer interface of Pharm supply chains (PSC) in Iran. A survey was performed to collect data from pharmacies located in Tehran. A valid and reliable questionnaire delivered to pharmacies, and 400 pharmacies were intended to participate in our survey. Confirmatory factor analysis (CFA) was used to develop an SQMS in this study. Sufficient sampling was undertaken to do CFA. Consistent with other service quality studies, this Res developed an SQMS with five dimensions and 20 items for PSC, and contributes to mangers to regularly measure service quality. This is an initial study to develop a framework for measuring service quality in Iranian PCS. The framework can be used effectively to achieve competitive advantage at the distributor–retailer interface. PMID:28243297

  19. 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.

  20. Importance-performance analysis as a guide for hospitals in improving their provision of services.

    PubMed

    Whynes, D K; Reed, G

    1995-11-01

    As a result of the 1990 National Health Services Act, hospitals now compete with one another to win service contracts. A high level of service quality represents an important ingredient of a successful competitive strategy, yet, in general, hospitals have little external information on which to base quality decisions. Specifically, in their efforts to win contracts from fundholding general practitioners, hospitals require information on that which these purchasers deem important with respect to quality, and on how these purchasers assess the quality of their current service performance. The problem is complicated by the fact that hospital service quality, in itself, is multi-dimensional. In other areas of economic activity, the information problem has been resolved by importance-performance analysis and this paper reports the findings of such an analysis conducted for hosptials in the Trent region. The importance and performance service quality ratings of fundholders were obtained from a questionnaire survey and used in a particular variant of importance-performance analysis, which possesses certain advantages over more conventional approaches. In addition to providing empirical data on the determinants of service quality, as perceived by the purchasers of hospital services, this paper demonstrates how such information can be successfully employed in a quality enhancement strategy.

  1. 78 FR 68450 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-14

    ... From the Federal Register Online via the Government Publishing Office ] DEPARTMENT OF HEALTH AND HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and Quality (AHRQ) announces the...

  2. 76 FR 64948 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-19

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HEALTH AND HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and Quality (AHRQ) announces the...

  3. 77 FR 71793 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-12-04

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HEALTH AND HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and Quality (AHRQ) announces the...

  4. 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)

  5. 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.

  6. 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.

  7. 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.

  8. 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

  9. 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.

  10. Evaluating supplier quality performance using analytical hierarchy process

    NASA Astrophysics Data System (ADS)

    Kalimuthu Rajoo, Shanmugam Sundram; Kasim, Maznah Mat; Ahmad, Nazihah

    2013-09-01

    This paper elaborates the importance of evaluating supplier quality performance to an organization. Supplier quality performance evaluation reflects the actual performance of the supplier exhibited at customer's end. It is critical in enabling the organization to determine the area of improvement and thereafter works with supplier to close the gaps. Success of the customer partly depends on supplier's quality performance. Key criteria as quality, cost, delivery, technology support and customer service are categorized as main factors in contributing to supplier's quality performance. 18 suppliers' who were manufacturing automotive application parts evaluated in year 2010 using weight point system. There were few suppliers with common rating which led to common ranking observed by few suppliers'. Analytical Hierarchy Process (AHP), a user friendly decision making tool for complex and multi criteria problems was used to evaluate the supplier's quality performance challenging the weight point system that was used for 18 suppliers'. The consistency ratio was checked for criteria and sub-criteria. Final results of AHP obtained with no overlap ratings, therefore yielded a better decision making methodology as compared to weight point rating system.

  11. Grasp quality measures: review and performance.

    PubMed

    Roa, Máximo A; Suárez, Raúl

    The correct grasp of objects is a key aspect for the right fulfillment of a given task. Obtaining a good grasp requires algorithms to automatically determine proper contact points on the object as well as proper hand configurations, especially when dexterous manipulation is desired, and the quantification of a good grasp requires the definition of suitable grasp quality measures. This article reviews the quality measures proposed in the literature to evaluate grasp quality. The quality measures are classified into two groups according to the main aspect they evaluate: location of contact points on the object and hand configuration. The approaches that combine different measures from the two previous groups to obtain a global quality measure are also reviewed, as well as some measures related to human hand studies and grasp performance. Several examples are presented to illustrate and compare the performance of the reviewed measures.

  12. 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.

  13. 31 CFR 545.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... TALIBAN (AFGHANISTAN) SANCTIONS REGULATIONS Interpretations § 545.406 Exportation of services; performance....201 or where the benefit of such services is otherwise received in the territory of Afghanistan... received in the territory of Afghanistan controlled by the Taliban. Note to § 545.406. See § 545.513...

  14. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 42 Public Health 4 2010-10-01 2010-10-01 false Quality assessment and performance improvement... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and Performance Improvement Measurement and Improvement Standards § 438.240 Quality assessment and...

  15. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 42 Public Health 4 2013-10-01 2013-10-01 false Quality assessment and performance improvement... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and Performance Improvement Measurement and Improvement Standards § 438.240 Quality assessment and...

  16. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 42 Public Health 4 2014-10-01 2014-10-01 false Quality assessment and performance improvement... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and Performance Improvement Measurement and Improvement Standards § 438.240 Quality assessment and...

  17. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 42 Public Health 4 2012-10-01 2012-10-01 false Quality assessment and performance improvement... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and Performance Improvement Measurement and Improvement Standards § 438.240 Quality assessment and...

  18. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 4 2011-10-01 2011-10-01 false Quality assessment and performance improvement... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and Performance Improvement Measurement and Improvement Standards § 438.240 Quality assessment and...

  19. Identifying shortcomings in the measurement of service quality.

    PubMed

    Fogarty, G; Catts, R; Forlin, C

    2000-01-01

    SERVPEFR, the performance component of the Service Quality Scale (SERVQUAL), has been shown to measure five underlying dimensions corresponding to Tangibles, Reliability, Responsiveness, Assurance, and Empathy (Parasuraman, Zeithaml, & Berry, 1988). This paper describes three separate studies employing SERVPERF in an Australian context. In the first of these studies (N = 113), a shortened 15-item version of the SERVPERF scale (SERVPERF-R) was found to be suitable for use in an Australian small business setting. A five-factor structure was identifiable but the factors were highly correlated, suggesting that they were not clearly distinct. The tendency for marked negative skewness observed by other researchers was also noted here. A follow-up study involving three other small businesses (N = 212) used Rasch analysis to test assumptions about the spread of items on the underlying continuum. These analyses indicated that there is an even, though narrow, spread of items across the continuum. The Rasch analysis suggested that the items in both SERVPERF and SERVPERF-R are too easy to rate highly and that more "difficult" items need to be added to the scale. The third study (N = 122) was conducted using a version of SERVPERF-R that included seven new items intended to extend the range of the scale. The new items, however, did not achieve this desirable outcome. The implications for service quality assessment are discussed.

  20. 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.

  1. 78 FR 67147 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-08

    ... INVESTMENT BOARD Senior Executive Service Performance Review Board AGENCY: Federal Retirement Thrift... Executive Service Performance Review Boards for the Federal Retirement Thrift Investment Board. The purpose of the Performance Review Boards is to view and make recommendations concerning proposed...

  2. 76 FR 78257 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-16

    ... INVESTMENT BOARD Senior Executive Service Performance Review Board AGENCY: Federal Retirement Thrift... Executive Service Performance Review Boards for the Federal Retirement Thrift Investment Board. The purpose of the Performance Review Boards is to view and make ] recommendations concerning...

  3. 76 FR 57980 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-19

    ... SAFETY BOARD Senior Executive Service Performance Review Board AGENCY: Defense Nuclear Facilities Safety... Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES: Effective Date... review and evaluate the initial summary rating of the senior executive's performance, the...

  4. The Importance of Good Quality Services for People with Complex Health Needs

    ERIC Educational Resources Information Center

    Campbell, Martin

    2008-01-01

    This article describes the use of a set of evidence-based quality indicators to assess performance by 15 NHS Boards across Scotland in a national review, with a particular focus on the quality of services for people with complex health needs. Evidence based best practice and evaluative data from previous inspections were used to develop Quality…

  5. 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.

  6. An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran

    PubMed Central

    Zarei, Ehsan; Daneshkohan, Abbas; Pouragha, Behrouz; Marzban, Sima; Arab, Mohammad

    2015-01-01

    Objective: Perceived service quality is the most important predictor of patient satisfaction. The purpose of this study was to investigate the impact of the service quality on the overall satisfaction of patients in private hospitals of Tehran, Iran. Method: This cross-sectional study was conducted in the year 2010. The study’s sample consisted of 969 patients who were recruited from eight private general hospitals in Tehran, Iran using consecutive sampling. A questionnaire was used for data collection; contacting 21 items (17 items about service quality and 4 items about overall satisfaction) and its validity and reliability were confirmed. Data analysis was performed using t-test, ANOVA and multivariate regression. Result: this study found a strong relationship between service quality and patient satisfaction. About 45% of the variance in overall satisfaction was explained by four dimensions of perceived service quality. The cost of services, the quality of the process and the quality of interaction had the greatest effects on the overall satisfaction of patients, but not found a significant effect on the quality of the physical environment on patient satisfaction. Conclusions: Constructs related to costs, delivery of service and interpersonal aspect of care had the most positive impact on overall satisfaction of patients. Managers and owners of private hospitals should set reasonable prices compared to the quality of service. In terms of process quality, waiting time for visits, admissions, and surgeries must be declined and services provided at the fastest possible time. It should be emphasized to strengthen of interpersonal aspects of care and communication skills of care providers. PMID:25560338

  7. 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.

  8. Performance Assessment for e-Government Services: An Experience Report

    SciTech Connect

    Liu, Yan; Zhu, Liming; Gorton, Ian

    2007-08-14

    The transformation and integration of government services, enabled by the use of new technologies such as application servers and Web services, is fundamental to reduce the cost of government and improving service outcomes to citizens. Many core Government information systems comprise applications running on legacy mainframes, databases and transaction processing monitors. As Governments worldwide provide direct access over the Internet to these legacy applications from the general public, they may be exposed to workloads well above the origin design parameters of these back-end systems. This creates a significant risk of high profile failures for Government agencies whose newly integrated systems become overloaded. In this paper we describe how we conducted a performance assessment of a business-critical, Internet-facing Web services that integrated new and legacy systems from two Australian Government agencies. We leveraged prototype tools from our own research along with known techniques in performance modeling. We were able to clearly demonstrate that the existing hardware and software would be adequate to handle the predicted workload for the next financial year. We were also able to do ‘what-if’ analysis and predict how the system can perform with alternative strategies to scale the system. We conclude by summarizing the lessons learnt, including the importance of architecture visibility, benchmarking data quality, and measurement feasibility due to issues of outsourcing, privacy legislation and cross-agency involvement.

  9. 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.

  10. 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.

  11. 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

  12. 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…

  13. 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…

  14. 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…

  15. 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…

  16. 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…

  17. 76 FR 55677 - Senior Executive Service (SES) Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-08

    ... From the Federal Register Online via the Government Publishing Office GENERAL SERVICES ADMINISTRATION Senior Executive Service (SES) Performance Review Board AGENCY: General Services Administration. ACTION: Notice. SUMMARY: Notice is hereby given of the appointment of new members to the General...

  18. Understanding Biodiesel Fuel Quality and Performances

    SciTech Connect

    Weiksner, P. E., J.M. Sr.

    2003-12-12

    The purpose of this paper is to provide the reader with sufficient information to understand Biodiesel fuel quality and the effect various quality parameters have on diesel equipment performance. Biodiesel is produced from vegetable oils, recycled cooking greases and animal fat. The American Society of Testing Material test methods are used as a basis for drawing comparisons between regular diesel fuel and Biodiesel. Failure to control the processes for manufacturing, blending and storage of Biodiesel can lead to performance problems in all types of diesel fueled equipment.

  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. 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…

  1. 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…

  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. 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

  4. Distributed Sensor Architecture for Intelligent Control that Supports Quality of Control and Quality of Service

    PubMed Central

    Poza-Lujan, Jose-Luis; Posadas-Yagüe, Juan-Luis; Simó-Ten, José-Enrique; Simarro, Raúl; Benet, Ginés

    2015-01-01

    This paper is part of a study of intelligent architectures for distributed control and communications systems. The study focuses on optimizing control systems by evaluating the performance of middleware through quality of service (QoS) parameters and the optimization of control using Quality of Control (QoC) parameters. The main aim of this work is to study, design, develop, and evaluate a distributed control architecture based on the Data-Distribution Service for Real-Time Systems (DDS) communication standard as proposed by the Object Management Group (OMG). As a result of the study, an architecture called Frame-Sensor-Adapter to Control (FSACtrl) has been developed. FSACtrl provides a model to implement an intelligent distributed Event-Based Control (EBC) system with support to measure QoS and QoC parameters. The novelty consists of using, simultaneously, the measured QoS and QoC parameters to make decisions about the control action with a new method called Event Based Quality Integral Cycle. To validate the architecture, the first five Braitenberg vehicles have been implemented using the FSACtrl architecture. The experimental outcomes, demonstrate the convenience of using jointly QoS and QoC parameters in distributed control systems. PMID:25723145

  5. Distributed sensor architecture for intelligent control that supports quality of control and quality of service.

    PubMed

    Poza-Lujan, Jose-Luis; Posadas-Yagüe, Juan-Luis; Simó-Ten, José-Enrique; Simarro, Raúl; Benet, Ginés

    2015-02-25

    This paper is part of a study of intelligent architectures for distributed control and communications systems. The study focuses on optimizing control systems by evaluating the performance of middleware through quality of service (QoS) parameters and the optimization of control using Quality of Control (QoC) parameters. The main aim of this work is to study, design, develop, and evaluate a distributed control architecture based on the Data-Distribution Service for Real-Time Systems (DDS) communication standard as proposed by the Object Management Group (OMG). As a result of the study, an architecture called Frame-Sensor-Adapter to Control (FSACtrl) has been developed. FSACtrl provides a model to implement an intelligent distributed Event-Based Control (EBC) system with support to measure QoS and QoC parameters. The novelty consists of using, simultaneously, the measured QoS and QoC parameters to make decisions about the control action with a new method called Event Based Quality Integral Cycle. To validate the architecture, the first five Braitenberg vehicles have been implemented using the FSACtrl architecture. The experimental outcomes, demonstrate the convenience of using jointly QoS and QoC parameters in distributed control systems.

  6. 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.

  7. Measuring service quality at the University of Texas M.D. Anderson Cancer Center.

    PubMed

    Anderson, E A; Zwelling, L A

    1996-01-01

    Evaluates the service quality of four clinics at the University of Texas M.D. Anderson Cancer Center using a questionnaire methodology. The SERVQUAL instrument was administered to patients of the Medical Breast, Leukemia, Medical Gastroenterology and Bone Marrow Aspiration clinics. Results show that, according to the service gap methodology of comparing expectations and perceptions, across all four clinics the issues of billing accuracy and waiting times are deemed by patients as significant problems. In comparing the individual clinics, the Medical Gastroenterology and Leukemia clinics are best performers and the Medical Breast clinic is the worst. However, these differences in performance are due to differences in patients' expectations of service quality, rather than differences in perceptions. Concludes that customer expectations can have a strong impact on a firm's evaluation of its service quality.

  8. 78 FR 57837 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-20

    ... From the Federal Register Online via the Government Publishing Office CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board AGENCY: Chemical Safety and Hazard... Executive Service Performance Review Board for the Chemical Safety and Hazard Investigation Board...

  9. 76 FR 30646 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-05-26

    ... From the Federal Register Online via the Government Publishing Office CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board AGENCY: Chemical Safety and Hazard... Executive Service Performance Review Board for the Chemical Safety and Hazard Investigation Board...

  10. 76 FR 76122 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-06

    ... From the Federal Register Online via the Government Publishing Office CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board AGENCY: Chemical Safety and Hazard... Executive Service Performance Review Board for the Chemical Safety and Hazard Investigation Board...

  11. Structural relationships between work environment and service quality perceptions as a function of customer contact intensity: implications for human service strategy.

    PubMed

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2009-01-01

    This study assesses the importance of customer-contact intensity at the service encounter level as a determinant of service quality assessments. Using data from the U.S. Department of Veterans Affairs, it shows that performance-driven human resources practices play an important role as determinants of employee customer orientation and service capability in both high-contact (outpatient healthcare) and low-contact (benefits claim processing) human service contexts. However, there existed significant differences across service delivery settings in the salience of customer orientation and the congruence between employee and customer perceptions of service quality, depending on the intensity of customer contact. In both contexts, managerial attention to high-performance work systems and customer-orientation has the potential to favorably impact perceptions of service quality, amplify consumer satisfaction, and enhance operational efficiency.

  12. 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.

  13. The PESPERF Scale: An Instrument for Measuring Service Quality in the School of Physical Education and Sports Sciences (PESS)

    ERIC Educational Resources Information Center

    Yildiz, Suleyman M.; Kara, Ali

    2009-01-01

    Purpose: HEdPERF (Higher Education PERFormance) is one of the most recently developed scales in the literature to measure service quality in higher education. However, HEdPERF is designed to measure service quality at a macro level (university level) and may be considered as a more generic measurement instrument. In higher education, new scales…

  14. 76 FR 63351 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-12

    ... Doc No: 2011-25929] DEPARTMENT OF THE TREASURY Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of members to the Financial Management Service (FMS) Performance...

  15. 78 FR 63310 - Senior Executive Service; Fiscal Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-10-23

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF THE TREASURY Bureau of the Fiscal Service Senior Executive Service; Fiscal Service Performance Review Board AGENCY... (Fiscal Service). The PRB reviews the performance appraisals of career senior executives who are below...

  16. 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.

  17. [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.

  18. 42 CFR 460.132 - Quality assessment and performance improvement plan.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance Improvement § 460.132...

  19. 42 CFR 460.132 - Quality assessment and performance improvement plan.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance Improvement § 460.132...

  20. 42 CFR 460.132 - Quality assessment and performance improvement plan.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance Improvement § 460.132...

  1. 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

  2. Quality versus quantity: assessing individual research performance

    PubMed Central

    Sahel, José-Alain

    2011-01-01

    Evaluating individual research performance is a complex task that ideally examines productivity, scientific impact, and research quality––a task that metrics alone have been unable to achieve. In January 2011, the French Academy of Sciences published a report on current bibliometric (citation metric) methods for evaluating individual researchers, as well as recommendations for the integration of quality assessment. Here, we draw on key issues raised by this report and comment on the suggestions for improving existing research evaluation practices. PMID:21613620

  3. 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

  4. 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.

  5. 26 CFR 1.23-4 - Performance and quality standards. [Reserved

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 26 Internal Revenue 1 2010-04-01 2010-04-01 true Performance and quality standards. 1.23-4 Section 1.23-4 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT OF THE TREASURY INCOME TAX INCOME TAXES Changes in Rates During A Taxable Year § 1.23-4 Performance and quality standards....

  6. Quality, CQI, and reengineering in health services organizations.

    PubMed

    Rakich, J S

    2001-01-01

    Quality in health care is defined with a focus on satisfying customer needs. The contemporary management philosophies of continuous quality improvement (CQI) and reengineering are defined; attributes and applications of each are described. Criticism of reengineering appearing in the literature is presented. It is likely that CQI will remain a predominate management philosophy in health services, while reengineering may not endure in its form of radical change.

  7. Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters

    PubMed Central

    2013-01-01

    Background Interaction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of interpersonal-based medical service encounters has created a research gap in previous studies. Therefore, this study attempts to bridge such a gap with an evidence-based practice study. Methods We adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. The SPSS 14.0 and AMOS 14.0 (structural equation modeling) statistical software packages were used for analysis. Structural equation modeling clarifies the extent of relationships between variables as well as the chain of cause and effect. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. For this reason, SEM was used to test the hypotheses. Results Perception of interpersonal-based medical service encounters positively influences service quality and patient satisfaction. Perception of service quality among patients positively influences their trust. Perception of trust among patients positively influences their satisfaction. Conclusions According to the findings, as interpersonal-based medical service encounters will positively influence service quality and patient satisfaction, and the differences for patients’ perceptions of the professional skill and communication attitude of personnel in interpersonal-based medical service encounters will influence patients’ overall satisfaction in two ways: (A) interpersonal-based medical service encounter directly

  8. 7 CFR 800.117 - Who shall perform original services.

    Code of Federal Regulations, 2012 CFR

    2012-01-01

    ... 7 Agriculture 7 2012-01-01 2012-01-01 false Who shall perform original services. 800.117 Section 800.117 Agriculture Regulations of the Department of Agriculture (Continued) GRAIN INSPECTION, PACKERS... REGULATIONS Original Services § 800.117 Who shall perform original services. (a) General. Original...

  9. 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

  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. Involving mental health service users in quality assurance

    PubMed Central

    Weinstein, Jenny

    2006-01-01

    Abstract Objective  This study compares the process and outcomes of two approaches to engaging mental health (MH) service users in the quality assurance (QA) process. Background  QA plays a significant role in health and care services, including those delivered in the voluntary sector. The importance of actively, rather than passively, involving service users in evaluation and service development has been increasingly recognized during the last decade. Design  This retrospective small‐scale study uses document analysis to compare two QA reviews of a MH Day Centre, one that took place in 1998 as a traditional inspection‐type event and one that took place in 2000 as a collaborative process with a user‐led QA agenda. Setting and participants  The project was undertaken with staff, volunteers and service users in a voluntary sector MH Day Centre. Intervention  The study compares the management, style, evaluation tools and service user responses for the two reviews; it considers staff perspectives and discusses the implications of a collaborative, user‐led QA process for service development. Results  The first traditional top–down inspection‐type QA event had less ownership from service users and staff and served the main purpose of demonstrating that services met organizational standards. The second review, undertaken collaboratively with a user‐led agenda focused on different priorities, evolving a new approach to seeking users’ views and achieving a higher response rate. Conclusions  Because both users and staff had participated in most aspects of the second review they were more willing to work together and action plan to improve the service. It is suggested that the process contributed to an evolving ethos of more effective quality improvement and user involvement within the organization. PMID:16677189

  12. Delivering Service Quality in Alcohol Treatment: A Qualitative Comparison of Public and Private Treatment Centres by Service Users and Service Providers

    ERIC Educational Resources Information Center

    Resnick, Sheilagh M.; Griffiths, Mark D.

    2012-01-01

    In the UK, quality of care has now been placed at the centre of the National Health Service (NHS) modernisation programme. To date, there has been little research on the service quality delivery of alcohol treatment services from the perspective of both the service user and service provider. Therefore, this qualitative study explored the…

  13. Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

    PubMed

    Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; Peiró, José M; Moliner, Carolina

    2010-04-01

    This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance.

  14. 7 CFR 800.117 - Who shall perform original services.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... shall be performed by the agency or field office assigned the area in which the service will be provided... consecutive days, due to reasons other than seasonal ice making waterways unnavigable, service may be...

  15. Online Support Service Quality, Online Learning Acceptance, and Student Satisfaction

    ERIC Educational Resources Information Center

    Lee, Jung-Wan

    2010-01-01

    This paper examines potential differences between Korean and American students in terms of their perception levels regarding online education support service quality, online learning acceptance, and satisfaction. Eight hundred and seventy-two samples, which were collected from students in online classes in the United States and Korea, were…

  16. Service Quality in Alcohol Treatment: A Qualitative Study

    ERIC Educational Resources Information Center

    Resnick, Sheilagh M.; Griffiths, Mark D.

    2010-01-01

    The objective of the study was to qualitatively evaluate the managerial and organisational issues associated with service quality in a privately funded alcohol treatment centre in the UK. Two different groups of participants at a private treatment clinic were interviewed. The first group comprised 25 of its patients. The second group comprised 15…

  17. Quality of Service in Networks Supporting Cultural Multimedia Applications

    ERIC Educational Resources Information Center

    Kanellopoulos, Dimitris N.

    2011-01-01

    Purpose: This paper aims to provide an overview of representative multimedia applications in the cultural heritage sector, as well as research results on quality of service (QoS) mechanisms in internet protocol (IP) networks that support such applications. Design/methodology/approach: The paper's approach is a literature review. Findings: Cultural…

  18. Australian Indigenous Perspectives on Quality Assurance in Children's Services

    ERIC Educational Resources Information Center

    Hutchins, Teresa; Frances, Katie; Saggers, Sherry

    2009-01-01

    The Australian Government has recently committed to the development of an integrated system of assuring national quality standards for Australian childcare and preschool services (Australian Government, 2008). This article addresses two fundamental issues relating to the development of an integrated system as it applies to Indigenous children's…

  19. Improving the Quality of Instruction through a Service Teaching Framework

    ERIC Educational Resources Information Center

    Husband, Terry

    2013-01-01

    Many professors lack sufficient pedagogical training needed to teach their courses effectively. In an effort to aid professors in improving the quality of instruction in their courses, this article distills the principles embedded within a service teaching framework for instruction. The principles discussed throughout this article pertain to:…

  20. Implementing Quality Service-Learning Programs in Community Colleges

    ERIC Educational Resources Information Center

    Vaknin, Lauren Weiner; Bresciani, Marilee J.

    2013-01-01

    This cross-case comparative study at Western Community College and the University of the Coast explored through a constructive lens the characteristics that lead to sustainable, high quality service-learning programs and how they are implemented at institutions of higher education. The researchers determined that both Western Community College and…

  1. Quality Indicators for Assistive Technology Services in School Settings.

    ERIC Educational Resources Information Center

    Zabala, Joy; Blunt, Merv; Carl, Diana; Davis, Sharon; Deterding, Cheryl; Foss, Teresa; Hamman, Terry; Bowser, Gayl; Hartsell, Kim; Korsten, Jane; Marfilius, Scott; McCloskey-Dale, Susan; Nettleton, Sandra; Reed, Penny

    2000-01-01

    This article describes the activities of a national group of assistive technology professionals known as the Quality Indicators for Assistive Technology Services (QIAT) Consortium. The work of the Consortium is discussed and the current set of indicators is included. Processes used in the development of the indicators are described. (Contains…

  2. University Rankings: How Well Do They Measure Library Service Quality?

    ERIC Educational Resources Information Center

    Jackson, Brian

    2015-01-01

    University rankings play an increasingly large role in shaping the goals of academic institutions and departments, while removing universities themselves from the evaluation process. This study compares the library-related results of two university ranking publications with scores on the LibQUAL+™ survey to identify if library service quality--as…

  3. 75 FR 68385 - Senior Executive Service-Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-05

    ... MANAGEMENT Senior Executive Service-Performance Review Board AGENCY: Office of Personnel Management. ACTION... of a senior executive's performance by the supervisor, and considers recommendations to the appointing authority regarding the performance of the senior executive. Office of Personnel Management....

  4. Service quality of private hospitals: The Iranian Patients' perspective

    PubMed Central

    2012-01-01

    Background Highly competitive market in the private hospital industry has caused increasing pressure on them to provide services with higher quality. The aim of this study was to determine the different dimensions of the service quality in the private hospitals of Iran and evaluating the service quality from the patients' perspective. Methods A cross-sectional study was conducted between October and November 2010 in Tehran, Iran. The study sample was composed of 983 patients randomly selected from 8 private general hospitals. The study questionnaire was the SERVQUAL questionnaire, consisting of 21 items in service quality dimensions. Results The result of factor analysis revealed 3 factors, explaining 69% of the total variance. The total mean score of patients' expectation and perception was 4.91(SD = 0.2) and 4.02(SD = 0.6), respectively. The highest expectation and perception related to the tangibles dimension and the lowest expectation and perception related to the empathy dimension. The differences between perception and expectation were significant (p < 0.001). There was a significant difference between the expectations scores based on gender, education level, and previous hospitalization in that same hospital. Also, there was a significant difference between the perception scores based on insurance coverage, average length of stay, and patients' health conditions on discharge. Conclusion The results showed that SERVQUAL is a valid, reliable, and flexible instrument to monitor and measure the quality of the services in private hospitals of Iran. Our findings clarified the importance of creating a strong relationship between patients and the hospital practitioners/personnel and the need for hospital staff to be responsive, credible, and empathetic when dealing with patients. PMID:22299830

  5. Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk

    ERIC Educational Resources Information Center

    Oud, Joanne; Genzinger, Peter

    2016-01-01

    This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations…

  6. These Kids Perform a Community Service

    ERIC Educational Resources Information Center

    Instructor, 1978

    1978-01-01

    Presents reports from seven schools in the United States and Canada in which elementary school students are involved in special service projects such as weather forecasting, newspaper publishing and nursing home visits. (JMB)

  7. Non-Functional Property Driven Service Governance: Performance Implications

    SciTech Connect

    Liu, Yan; Zhu, Liming; Bass, Len; Gorton, Ian; Staples, Mark

    2007-09-17

    Service governance is a set of businesses processes, policies and technical solutions that support enterprises in their implementation and management of their SOA. The decisions of service governance, especially concerning service boundaries at the enterprise level, influence the deployment topology of business services across or within business organizations. Deployment topologies are realized by integration technologies such as Enterprise Service Bus (ESB). Service governance and technical solutions interact in a subtle way including through communication patterns and protocols between services and ESBs, as well as the deployment and configuration of ESB. These factors have a strong influence on the Non- Functional Properties (NFP) of a SOA solution. A systematic approach is essential to understand alternative technical solutions for a specific service governance decision. This paper proposes a modeling approach to evaluate the performance-related NFP impacts when mapping service governance to technical solutions using an ESB. This approach is illustrated by the quantitative performance analysis of a real

  8. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2012-04-01 2012-04-01 false Performing management services....

  9. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2013-04-01 2013-04-01 false Performing management services....

  10. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2014-04-01 2014-04-01 false Performing management services....

  11. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2010-04-01 2010-04-01 false Performing management services....

  12. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2011-04-01 2011-04-01 false Performing management services....

  13. 75 FR 35877 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-06-23

    ... Surface Transportation Board Senior Executive Service Performance Review Board AGENCY: Surface... Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR FURTHER...: Title 5 U.S.C. 4314 requires that each agency implement a performance appraisal system making...

  14. 76 FR 46896 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-08-03

    ... Surface Transportation Board Senior Executive Service Performance Review Board AGENCY: Surface... Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR FURTHER...: Title 5 U.S.C. 4314 requires that each agency implement a performance appraisal system making...

  15. 77 FR 35752 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-14

    ... Surface Transportation Board Senior Executive Service Performance Review Board AGENCY: Surface... the ] Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR... INFORMATION: Title 5 U.S.C. 4314 requires that each agency implement a performance appraisal system...

  16. Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness

    PubMed Central

    Dewi, Fellani Danasra; Sudjana, Grita; Oesman, Yevis Marty

    2011-01-01

    Background: Transformation of health care is underway from sellers’ market to consumers’ market, where the satisfaction of the patients’ need is a primary concern while defining the service quality. Hence, commitment to provide a high-quality service and achieving patients’ satisfaction becomes an important issue for dental health care provider. The aim of this research is to investigate the quality of dental health care service based on empathy and responsiveness aspects. Methods: A total of 90 questionnaires were completed by the dental patients who came to dental polyclinic located in Government Hospital, West Java, Indonesia. The questionnaire was concerned on two dimensions of service quality model, i.e. empathy and responsiveness. The obtained data were analyzed using inferential statistics (t test) and also descriptive statistics with importance–performance analysis. Results: All the attributes tested by t test showed that perception and expectation differed significantly, except for responsiveness, i.e. ability of dental assistants in assisting the dentist (t test 0.505service quality. PMID:22135687

  17. Evaluation of the Service Review Model with Performance Scorecards

    ERIC Educational Resources Information Center

    Szabo, Thomas G.; Williams, W. Larry; Rafacz, Sharlet D.; Newsome, William; Lydon, Christina A.

    2012-01-01

    The current study combined a management technique termed "Service Review" with performance scorecards to enhance staff and consumer behavior in a human service setting consisting of 11 supervisors and 56 front-line staff working with 9 adult consumers with challenging behaviors. Results of our intervention showed that service review and…

  18. 76 FR 80902 - Senior Executive Service; Performance Review Board; Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-27

    ... SUPERVISION AGENCY FOR THE DISTRICT OF COLUMBIA Senior Executive Service; Performance Review Board; Members AGENCY: Court Services and Offender Supervision Agency for the District of Columbia. ACTION: Notice. SUMMARY: Section 4314(c) of Title 5, U.S.C. (as amended by the Civil Service Reform Act of 1978)...

  19. Engine Performance Specialist. Instructor's Manual. Automotive Service Series.

    ERIC Educational Resources Information Center

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

    This curriculum guide is one of a series automotive service specialty publications that continues students' training in the automotive service trade by providing instruction in the engine performance specialty. It is based on the National Institute of Automotive Service Excellence task lists. Each of the 16 units includes some or all of the basic…

  20. Measuring service quality and its relationship to future consumer behavior.

    PubMed

    Headley, D E; Miller, S J

    1993-01-01

    The authors adapt the SERVQUAL scale for medical care services and examine it for reliability, dimensionality, and validity in a primary care clinic setting. In addition, they explore the possibility of a link between perceived service quality--and its various dimensions--and a patient's future intent to complain, compliment, repeat purchase, and switch providers. Findings from 159 matched-pair responses indicate that the SERVQUAL scale can be adapted reliably to a clinic setting and that the dimensions of reliability, dependability, and empathy are most predictive of a patient's intent to complain, compliment, repeat purchase, and switch providers.

  1. Quality of Care in the Social Services: Research Agenda and Methods

    ERIC Educational Resources Information Center

    McMillen, J. Curtis; Proctor, Enola K.; Megivern, Deborah; Striley, Catherine Woodstock; Cabassa, Leopoldo J.; Munson, Michelle R.; Dickey, Barbara

    2005-01-01

    In an era of heightened accountability, remarkably little is known empirically about the quality of social work services. This article applies insights from health services research to propose a research agenda on the quality of care in the social services. The agenda calls for studies that address the definition of quality service, variations in…

  2. 42 CFR 456.6 - Review by State medical agency of appropriateness and quality of services.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... and quality of services. 456.6 Section 456.6 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... Provisions § 456.6 Review by State medical agency of appropriateness and quality of services. (a) The... professional health personnel of the appropriateness and quality of Medicaid services. (b) The purpose of...

  3. Non-Academic Service Quality: Comparative Analysis of Students and Faculty as Users

    ERIC Educational Resources Information Center

    Sharif, Khurram; Kassim, Norizan Mohd

    2012-01-01

    The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data…

  4. Quality of service on high-speed data networks

    NASA Astrophysics Data System (ADS)

    Barbero, Ezio; Antonelli, Ferruccio

    1995-02-01

    Since the beginning of this century the issue of `quality' has been gaining increasing importance in a number of fields of human activities. For telecommunication services, too, the quality perceived by customers has been taken into account early on as an issue of strategic importance. Whilst for telephony the Quality of Service (QoS) has been already investigated and identified in terms of parameters and related test methodology, the situation for high speed data services (i.e. CBDS/SMDS, Frame Relay, etc.), provided by means of high speed network based on Asynchronous Transfer Moe (ATM) or Metropolitan Area Network technologies, can still be considered `under study'. There is a death of experience not only in terms of measurement instruments and procedures, but also in terms of knowledge of the relationship between the QoS provided at a network level and the quality perceived by the user on his or her terminal. The complexity of the equipment involved in setting up an end-to-end solution based on high speed data communications makes the problems of knowledge and supply of quality very hard to solve. Starting from the experience gained in carrying out high- speed network field trials based on Metropolitan Area Networks and, more recently, on ATM technology, the paper mainly deals with the problem of defining, measuring and then offering a specific QoS. First, the issue of what the user expects from the `high-speed network' is addressed. This analysis is carried out trying to gather what is peculiar to high-speed data communications from the user standpoint. Next, the focus is on how to cope with the requirements due to users' expectations, while carefully considering the basic principles of quality. Finally, a solution is proposed, starting from the experience gained from high speed networks installed in Italy.

  5. The Danish quality database for prehospital emergency medical services

    PubMed Central

    Frischknecht Christensen, Erika; Berlac, Peter Anthony; Nielsen, Henrik; Christiansen, Christian Fynbo

    2016-01-01

    Aim of database The aim of the Danish quality database for prehospital emergency medical services (QEMS) is to assess, monitor, and improve the quality of prehospital emergency medical service care in the entire prehospital patient pathway. The aim of this review is to describe the design and the implementation of QEMS. Study population The study population consists of all “112 patient contacts” defined as emergency patients, where the entrance to health care is a 112 call forwarded to one of the five regional emergency medical coordination centers in Denmark since January 1, 2014. Estimated annual number of included “112 patients” is 300,000–350,000. Main variables We defined nine quality indicators and the following variables: time stamps for emergency calls received at one of the five regional emergency medical coordination centers, dispatch of prehospital unit(s), arrival of first prehospital unit, arrival of first supplemental prehospital unit, and mission completion. Finally, professional level and type of the prehospital resource dispatched to an incident and end-of-mission status (mission completed by phone, on scene, or admission to hospital) are registered. Descriptive data Descriptive data included age, region, and Danish Index for Emergency Care including urgency level. Conclusion QEMS is a new database under establishment and is expected to provide the basis for quality improvement in the prehospital setting and in the entire patient care pathway, for example, by providing prehospital data for research and other quality databases. PMID:27843347

  6. Quality Assessment of University Studies as a Service: Dimensions and Criteria

    ERIC Educational Resources Information Center

    Pukelyte, Rasa

    2010-01-01

    This article reviews a possibility to assess university studies as a service. University studies have to be of high quality both in their content and in the administrative level. Therefore, quality of studies as a service is an important constituent part of study quality assurance. When assessing quality of university studies as a service, it is…

  7. 76 FR 69798 - Senior Executive Service; Departmental Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-09

    ... Senior Executive Service; Departmental Performance Review Board AGENCY: Treasury Department. ACTION... heads and certain other positions. The Board will perform PRB functions for other key bureau positions.... Markham, Human Resources Specialist (Executive Resources), 1500 Pennsylvania Avenue NW., ATTN: 1801...

  8. 76 FR 61726 - Senior Executive Service Performance Review; Correction

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-05

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOMELAND SECURITY Office of the Secretary Senior Executive Service Performance Review; Correction AGENCY: Office of... of the Senior Executive Performance Review Boards. This correction adds the names of...

  9. Advanced Quality of Service Management for Next Generation Internet

    DTIC Science & Technology

    2001-09-01

    NAVAL POSTGRADUATE SCHOOL Monterey, California THESIS ADVANCED QUALITY OF SERVICE MANAGEMENT FOR NEXT GENERATION INTERNET by Paulo R... Management for Next Generation Internet Contract Number Grant Number Program Element Number Author(s) Paulo R. Silva Project Number Task Number Work...Highway, Suite 1204, Arlington, VA 22202-4302, and to the Office of Management and Budget, Paperwork Reduction Project (0704-0188) Washington DC

  10. 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.

  11. 7 CFR 54.1024 - Who shall perform appeal service.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... Governing the Certification of Sanitary Design and Fabrication of Equipment Used in the Slaughter, Processing, and Packaging of Livestock and Poultry Products § 54.1024 Who shall perform appeal service. Appeal service for equipment or utensils shall be performed by the Chief or a design review...

  12. 32 CFR 1656.2 - Order to perform alternative service.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... ALTERNATIVE SERVICE § 1656.2 Order to perform alternative service. (a) The local board of jurisdiction shall... time and place to be specified by the Director. (b) When the local board orders a registrant to perform... who, while satisfactorily pursuing a full-time course of instruction at a college, university...

  13. 32 CFR 1656.2 - Order to perform alternative service.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... ALTERNATIVE SERVICE § 1656.2 Order to perform alternative service. (a) The local board of jurisdiction shall... time and place to be specified by the Director. (b) When the local board orders a registrant to perform... who, while satisfactorily pursuing a full-time course of instruction at a college, university...

  14. 77 FR 54570 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-09-05

    ... Doc No: 2012-21726] DEFENSE NUCLEAR FACILITIES SAFETY BOARD Senior Executive Service Performance... announces the membership of the Defense Nuclear Facilities Safety Board (DNFSB) Senior Executive Service... senior executive's performance, the executive's response, and the higher level official's comments on...

  15. 75 FR 62509 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-12

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF DEFENSE Office of the Secretary Senior Executive Service Performance Review Board AGENCY: Department of Defense... members of the Senior Executive Service (SES) Performance Review Board (PRB) for the Department of...

  16. 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.

  17. Service quality: understanding and implementing the concept in the clinical laboratory. Match service quality to consumer expectations.

    PubMed

    O'Connor, S J

    1989-01-01

    The increasingly competitive health-care marketplace has mandated that health-care managers pay careful attention to the issue of quality from the perspective of the consumer. The importance of this issue is underscored by the fact that numerous health-care institutions and associations have recently begun to recognize the urgent need to obtain a greater understanding of service quality in a health-care situation. This article suggests means to understand, identify, improve, and implement effective approaches to this vital aspect of the marketing mix.

  18. Introducing quality management into primary health care services in Uganda.

    PubMed Central

    Omaswa, F.; Burnham, G.; Baingana, G.; Mwebesa, H.; Morrow, R.

    1997-01-01

    In 1994, a national quality assurance programme was established in Uganda to strengthen district-level management of primary health care services. Within 18 months both objective and subjective improvements in the quality of services had been observed. In the examples documented here, there was a major reduction in maternal mortality among pregnant women referred to Jinja District Hospital, a reduction in waiting times and increased patient satisfaction at Masaka District Hospital, and a marked reduction in reported cases of measles in Arua District. Beyond these quantitative improvements, increased morale of district health team members, improved satisfaction among patients, and greater involvement of local government in the decisions of district health committees have been observed. At the central level, the increased coordination of activities has led to new guidelines for financial management and the procurement of supplies. District quality management workshops followed up by regular support visits from the Ministry of Health headquarters have led to a greater understanding by central staff of the issues faced at the district level. The quality assurance programme has also fostered improved coordination among national disease-control programmes. Difficulties encountered at the central level have included delays in carrying out district support visits and the failure to provide appropriate support. At the district level, some health teams tackled problems over which they had little control or which were overly complex; others lacked the management capacity for problem solving. PMID:9185368

  19. 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.

  20. Stormwater quality models: performance and sensitivity analysis.

    PubMed

    Dotto, C B S; Kleidorfer, M; Deletic, A; Fletcher, T D; McCarthy, D T; Rauch, W

    2010-01-01

    The complex nature of pollutant accumulation and washoff, along with high temporal and spatial variations, pose challenges for the development and establishment of accurate and reliable models of the pollution generation process in urban environments. Therefore, the search for reliable stormwater quality models remains an important area of research. Model calibration and sensitivity analysis of such models are essential in order to evaluate model performance; it is very unlikely that non-calibrated models will lead to reasonable results. This paper reports on the testing of three models which aim to represent pollutant generation from urban catchments. Assessment of the models was undertaken using a simplified Monte Carlo Markov Chain (MCMC) method. Results are presented in terms of performance, sensitivity to the parameters and correlation between these parameters. In general, it was suggested that the tested models poorly represent reality and result in a high level of uncertainty. The conclusions provide useful information for the improvement of existing models and insights for the development of new model formulations.

  1. Participation in proficiency programs and promotion of quality in transfusion services of Minas Gerais

    PubMed Central

    Ferreira, Ângela Melgaço; Brener, Stela; de Carvalho, Ricardo Vilas Freire; do Valle, Marcele Cunha Ribeiro; Moraes-Souza, Helio

    2012-01-01

    Objective This study aimed at identifying associations between the participation of transfusion services in immunohematology external quality control programs and their accuracy in immunohematology testing and adaptation to technical and legal operational procedures. Methods From 2007 to 2009, a cross-sectional study was conducted in 219 transfusion services of the State of Minas Gerais who participated in this investigation by responding to a questionnaire and conducting a proficiency test comprising: ABO and RhD phenotyping, irregular RBC antibody screening and cross-matching. Frequencies and bivariate analysis followed by binary logistic regression were used for statistical analysis. Results Transfusion services who participated in external quality control programs (32.4%) and those that did not (67.6%) obtained worrying error percentages in proficiency tests which may significantly increase blood transfusion risks. Shortfalls related to the establishment of protocols, standards and internal quality control were also significant. On comparing the two groups, transfusion services that participated in these programs had a 2.35 times higher chance of correct results in the proficiency panel testing, a 3.16 higher chance of having transfusional records and a 2.81 higher chance of performing preventive maintenance of equipment. Conclusion The study showed that independent factors associated to participation in external quality control programs suggest that more investment in internal quality control procedures is necessary and that more attention should be paid to current legislation. PMID:23049379

  2. An Artificial Intelligence System to Predict Quality of Service in Banking Organizations.

    PubMed

    Castelli, Mauro; Manzoni, Luca; Popovič, Aleš

    2016-01-01

    Quality of service, that is, the waiting time that customers must endure in order to receive a service, is a critical performance aspect in private and public service organizations. Providing good service quality is particularly important in highly competitive sectors where similar services exist. In this paper, focusing on banking sector, we propose an artificial intelligence system for building a model for the prediction of service quality. While the traditional approach used for building analytical models relies on theories and assumptions about the problem at hand, we propose a novel approach for learning models from actual data. Thus, the proposed approach is not biased by the knowledge that experts may have about the problem, but it is completely based on the available data. The system is based on a recently defined variant of genetic programming that allows practitioners to include the concept of semantics in the search process. This will have beneficial effects on the search process and will produce analytical models that are based only on the data and not on domain-dependent knowledge.

  3. An Artificial Intelligence System to Predict Quality of Service in Banking Organizations

    PubMed Central

    Popovič, Aleš

    2016-01-01

    Quality of service, that is, the waiting time that customers must endure in order to receive a service, is a critical performance aspect in private and public service organizations. Providing good service quality is particularly important in highly competitive sectors where similar services exist. In this paper, focusing on banking sector, we propose an artificial intelligence system for building a model for the prediction of service quality. While the traditional approach used for building analytical models relies on theories and assumptions about the problem at hand, we propose a novel approach for learning models from actual data. Thus, the proposed approach is not biased by the knowledge that experts may have about the problem, but it is completely based on the available data. The system is based on a recently defined variant of genetic programming that allows practitioners to include the concept of semantics in the search process. This will have beneficial effects on the search process and will produce analytical models that are based only on the data and not on domain-dependent knowledge. PMID:27313604

  4. Evaluation of performance measurement instruments on their use for food quality systems.

    PubMed

    van der Spiegel, M; Luning, P A; Ziggers, G W; Jongen, W M F

    2004-01-01

    Due to regular challenges of food safety, consumers put high demands on the performance of food quality systems. To deal with these requirements, food manufacturers need effective quality management. Performance of food quality systems can be partly realized by quality assurance systems, such as HACCP (hazard analysis and critical control point), ISO (international organization for standardization), and BRC (british retail consortium). However, it is still unknown to what extent these systems factually contribute to the realization of quality in the wider sense. Therefore, an instrument is needed that measures the effectiveness of quality systems. This article describes the evaluation of instruments on their suitability for the development of a diagnostic instrument that measures the effectiveness of food quality systems. For this evaluation, perspectives of quality, typical characteristics of agrifood production, quantification, and performance measurement of quality management were studied. Instruments that measure the performance of both quality management and production quality were identified and evaluated on the basis of the defined criteria. The criteria for the performance of production quality were 6 quality dimensions, i.e., product quality, availability, costs,flexibility, reliability, and service. The criteria for performance of quality management were analyses of the relationships between quality management, context of the organization, and production quality, a normative procedure, validation, applicability, classification, and a process approach. Finally, for the final instrument, the evaluation resulted in an integrated approach i.e., a technomanagerial approach, and 3 suitable instruments i.e., Wageningen Management Approach, Extended Quality Triangle, and the quality concept of Noori and Radford.

  5. Factors Affecting Quality of Emergency Service in Iran’s Military Hospitals: A Qualitative Study

    PubMed Central

    Zaboli, Rouhollah; Shokri, Mohamad; Javadi, Maryam Seyed; Teymourzadeh, Ehsan; Ameryoun, Ahmad

    2016-01-01

    Introduction Quality is a key factor for the success of any organization. Moreover, accessing quality in the emergency department is highly significant due to the sensitive and complex role of this department in hospitals as well as the healthcare and medical treatment system. This study aimed to identify, from the perspective of medical experts and nurses serving in the military health and medical treatment system, the factors that affect the quality of emergency service provided in selected military hospitals in Iran. Methods This qualitative research was performed in Valiaser Hospital of Tehran (Iran) in 2015, using the framework analysis method. The purposive sampling technique was used for data collection. A total of 14 participants included two emergency medicine specialists, four general physicians, two senior nurses (holding M.Sc. degrees), and six nurses (holding B.Sc. degree). Data were collected through semistructured interviews. Sampling continued until data saturation occurred. The Atlas/Ti software was employed for data analysis. Results Four basic themes emerged as the effective factors on the quality of emergency services, namely, structural themes, process/performance themes, outcome themes, and environmental/contextual themes. Moreover, through a framework analysis, 47 subthemes were specified and summarized as indicators of the different aspects of the main themes. Conclusion The factors affecting the quality of emergency services in Iran’s selected military hospitals are especially complicated due to the diversity of the missions involved; thus, different factors can influence this quality. Therefore, an effort should be made to tackle the existing obstacles, facilitate the identification of these effective factors, and promotion of the quality of healthcare services. PMID:27790355

  6. Relating pavement distress to serviceability and performance

    NASA Astrophysics Data System (ADS)

    Hudson, W. R.; Finn, F. N.; Pedigo, R. D.; Roberts, F. L.

    1981-02-01

    Regression analyses, Markov processes, Bayesian analysis, and utility theory were examined as analytical tools useful in relating distress to performance. Several specific performance models of limited applicability are reported, along with some generally applicable techniques and recommended methods. It is shown that useful relationships can be obtained from existing data and are, in fact, being used in several states and other highway agencies. In each case, however, it is shown that significant improvements in the distress performance relationships are needed which can only be obtained through the conscientious observation of distress and performance of pavements under a variety of environmental and load conditions for a reasonable period of time, e.g., (approximately ten years).

  7. Beyond Accreditation: What Defines a Quality Funeral Service Education Program? An Investigation of the Relationship between Educational Correlates and Program Quality in Funeral Service Education

    ERIC Educational Resources Information Center

    Fritch, John Bradley

    2011-01-01

    This study sought to determine what defines a quality funeral service education program beyond accreditation. The study examined the opinions of funeral service education chairs (N = 45, representing 80% of the population) who are leaders of funeral service education programs accredited by the American Board of Funeral Service Education.…

  8. Physical Performance Assessment in Military Service Members

    DTIC Science & Technology

    2012-08-01

    single-leg hops on each limb. The study was ap- proved by the Brooke Army Medical Center Institutional Review Board, and all participants provided written...al: Measures of physical performance capture the excess disability associated with hip pain or knee pain in older persons. J Gerontol A Biol Sci Med

  9. Formative evaluation of a telemedicine model for delivering clinical neurophysiology services part I: Utility, technical performance and service provider perspective

    PubMed Central

    2010-01-01

    Background Formative evaluation is conducted in the early stages of system implementation to assess how it works in practice and to identify opportunities for improving technical and process performance. A formative evaluation of a teleneurophysiology service was conducted to examine its technical and sociological dimensions. Methods A teleneurophysiology service providing routine EEG investigation was established. Service use, technical performance and satisfaction of clinical neurophysiology personnel were assessed qualitatively and quantitatively. These were contrasted with a previously reported analysis of the need for teleneurophysiology, and examination of expectation and satisfaction with clinical neurophysiology services in Ireland. A preliminary cost-benefit analysis was also conducted. Results Over the course of 40 clinical sessions during 20 weeks, 142 EEG investigations were recorded and stored on a file server at a satellite centre which was 130 miles away from the host clinical neurophysiology department. Using a virtual private network, the EEGs were accessed by a consultant neurophysiologist at the host centre for interpretation. The model resulted in a 5-fold increase in access to EEG services as well as reducing average waiting times for investigation by a half. Technically the model worked well, although a temporary loss of virtual private network connectivity highlighted the need for clarity in terms of responsibility for troubleshooting and repair of equipment problems. Referral quality, communication between host and satellite centres, quality of EEG recordings, and ease of EEG review and reporting indicated that appropriate organisational processes were adopted by the service. Compared to traditional CN service delivery, the teleneurophysiology model resulted in a comparable unit cost per EEG. Conclusion Observations suggest that when traditional organisational boundaries are crossed challenges associated with the social dimension of service

  10. 42 CFR 418.58 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ..., DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) HOSPICE CARE Conditions of Participation: Patient Care § 418.58 Condition of participation: Quality assessment and performance improvement... palliative outcomes; and takes actions to demonstrate improvement in hospice performance. The hospice...

  11. Implementation Of Quality Management System For Irradiation Processing Services

    NASA Astrophysics Data System (ADS)

    Lungu, Ion-Bogdan; Manea, Maria-Mihaela

    2015-07-01

    In today's market, due to an increasing competitiveness, quality management has set itself as an indispensable tool and a reference point for every business. It is ultimately focused on customer satisfaction which is a stringent factor for every business. Implementing and maintaining a QMS is a rather difficult, time consuming and expensive process which must be done with respect of many factors. The aim of this paper is to present a case study for implementing QMS ISO 9001 in a gamma irradiation treatment service provider. The research goals are the identification of key benefits, reasons, advantages, disadvantages, drawbacks etc for a successful QMS implementation and use. Finally, the expected results focus on creating a general framework for implementing an efficient QMS plan that can be easily adapted to other kind of services and markets.

  12. Quality of emergency rooms and urgent care services: user satisfaction

    PubMed Central

    Lima, Cássio de Almeida; dos Santos, Bruna Tatiane Prates; Andrade, Dina Luciana Batista; Barbosa, Francielle Alves; da Costa, Fernanda Marques; Carneiro, Jair Almeida

    2015-01-01

    Objective To evaluate the quality of emergency rooms and urgent care services according to the satisfaction of their users. Methods A cross-sectional descriptive study with a quantitative approach. The sample comprised 136 users and was drawn at random. Data collection took place between October and November 2012 using a structured questionnaire. Results Participants were mostly male (64.7%) aged less than 30 years (55.8%), and the predominant level of education was high school (54.4%). Among the items evaluated, those that were statistically associated with levels of satisfaction with care were waiting time, confidence in the service, model of care, and the reason for seeking care related to acute complaints, cleanliness, and comfortable environment. Conclusion Accessibility, hospitality, and infrastructure were considered more relevant factors for patient satisfaction than the cure itself. PMID:26313440

  13. Parametric Packet-Layer Model for Evaluation Audio Quality in Multimedia Streaming Services

    NASA Astrophysics Data System (ADS)

    Egi, Noritsugu; Hayashi, Takanori; Takahashi, Akira

    We propose a parametric packet-layer model for monitoring audio quality in multimedia streaming services such as Internet protocol television (IPTV). This model estimates audio quality of experience (QoE) on the basis of quality degradation due to coding and packet loss of an audio sequence. The input parameters of this model are audio bit rate, sampling rate, frame length, packet-loss frequency, and average burst length. Audio bit rate, packet-loss frequency, and average burst length are calculated from header information in received IP packets. For sampling rate, frame length, and audio codec type, the values or the names used in monitored services are input into this model directly. We performed a subjective listening test to examine the relationships between these input parameters and perceived audio quality. The codec used in this test was the Advanced Audio Codec-Low Complexity (AAC-LC), which is one of the international standards for audio coding. On the basis of the test results, we developed an audio quality evaluation model. The verification results indicate that audio quality estimated by the proposed model has a high correlation with perceived audio quality.

  14. Perspectives for Web Service Intermediaries: How Influence on Quality Makes the Difference

    NASA Astrophysics Data System (ADS)

    Scholten, Ulrich; Fischer, Robin; Zirpins, Christian

    In the service-oriented computing paradigm and the Web service architecture, the broker role is a key facilitator to leverage technical capabilities of loose coupling to achieve organizational capabilities of dynamic customer-provider-relationships. In practice, this role has quickly evolved into a variety of intermediary concepts that refine and extend the basic functionality of service brokerage with respect to various forms of added value like platform or market mechanisms. While this has initially led to a rich variety of Web service intermediaries, many of these are now going through a phase of stagnation or even decline in customer acceptance. In this paper we present a comparative study on insufficient service quality that is arguably one of the key reasons for this phenomenon. In search of a differentiation with respect to quality monitoring and management patterns, we categorize intermediaries into Infomediaries, e-Hubs, e-Markets and Integrators. A mapping of quality factors and control mechanisms to these categories depicts their respective strengths and weaknesses. The results show that Integrators have the highest overall performance, followed by e-Markets, e-Hubs and lastly Infomediaries. A comparative market survey confirms the conceptual findings.

  15. Child Care Services Guide. Performance Objectives. Criterion Measures. Home Economics.

    ERIC Educational Resources Information Center

    Duval County School Board, Jacksonville, FL.

    Several intermediate performance objectives and corresponding criterion measures are listed for each of 14 terminal objectives for a high school child care services course. This course is designed to provide opportunities for exploring a broad range of child care, guidance, and service occupations. Major concepts include characteristics of…

  16. Food Production and Services. Performance Objectives. Criterion Measures. Home Economics.

    ERIC Educational Resources Information Center

    Bryant, EuDell H.; And Others

    Several intermediate performance objectives and corresponding criterion measures are listed for each of eight terminal objectives for a food production and services course, which is designed to provide students with an opportunity to express and practice a broad range of food production and service occupations. Major concepts covered include…

  17. Governance of quality of care: a qualitative study of health service boards in Victoria, Australia

    PubMed Central

    Bismark, Marie M; Studdert, David M

    2014-01-01

    Objectives To describe the engagement of health service boards with quality-of-care issues and to identify factors that influence boards’ activities in this area. Methods We conducted semistructured interviews with 35 board members and executives from 13 public health services in Victoria, Australia. Interviews focused on the role currently played by boards in overseeing quality of care. We also elicited interviewees’ perceptions of factors that have influenced their current approach to governance in this area. Thematic analysis was used to identify key themes from interview transcripts. Results Virtually all interviewees believed boards had substantial opportunities to influence the quality of care delivered within the service, chiefly through setting priorities, monitoring progress, holding staff to account and shaping culture. Perceived barriers to leveraging this influence included insufficient resources, gaps in skills and experience among board members, inadequate information on performance and regulatory requirements that miss the mark. Interviewees converged on four enablers of more effective quality governance: stronger regional collaborations; more tailored board training on quality issues; smarter use of reporting and accreditation requirements; and better access to data that was reliable, longitudinal and allowed for benchmarking against peer organisations. Conclusions Although health service boards are eager to establish quality of care as a governance priority, several obstacles are blocking progress. The result is a gap between the rhetoric of quality governance and the reality of month-to-month activities at the board level. The imperative for effective board-level engagement in this area cannot be met until these barriers are addressed. PMID:24327735

  18. 78 FR 44563 - Senior Executive Service (SES) Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-07-24

    ... AUTHORITY Senior Executive Service (SES) Performance Review Board AGENCY: Federal Labor Relations Authority... selected to serve on its SES Performance Review Board (PRB). This notice supersedes all previous notices of.... The PRB shall review and evaluate the initial appraisal of a senior executive's performance by...

  19. 76 FR 69770 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-09

    ... MANAGEMENT Senior Executive Service Performance Review Board AGENCY: Office of Personnel Management. ACTION: Notice. SUMMARY: Notice is hereby given of the appointment of members of the OPM Performance Review Board... or more SES performance review boards. The board reviews and evaluates the initial appraisal of...

  20. 77 FR 64969 - Senior Executive Service; Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-24

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee...

  1. 75 FR 71785 - Senior Executive Service: Performance Review Board Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-24

    .... Carver, Chief Financial Officer and Associate Administrator for Performance Management. 3. James E... ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U.S. Small Business Administration. ACTION: Notice of Members for the FY 2010 Performance Review Board. SUMMARY: Title 5 U.S.C....

  2. 76 FR 70713 - Senior Executive Service; Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-15

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee...

  3. 78 FR 70029 - Senior Executive Service; Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-22

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy ACTION: Designation of Performance Review Board Co-Chairs. SUMMARY: This notice provides the Performance Review Board...

  4. 75 FR 69063 - Senior Executive Service; Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-10

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee...

  5. Performance Prediction of Service-Oriented Applications based on an Enterprise Service Bus

    SciTech Connect

    Liu, Yan; Gorton, Ian; Zhu, Liming

    2007-07-27

    An Enterprise Service Bus (ESB) is a standards-based integration platform that combines messaging, web services, data transformation, and intelligent routing in a highly distributed environment. The ESB has been adopted as a key component of SOA infrastructures. For SOA implementations with large number of users, services, or traffic, maintaining the necessary performance levels of applications integrated using an ESB presents a substantial challenge, both to the architects who design the infrastructure as well as to IT professionals who are responsible for administration. In this paper, we develop a performance model for analyzing and predicting the runtime performance of service applications composed on a COTS ESB platform. Our approach utilizes benchmarking techniques to measure primitive performance overheads of service routing activities in the ESB. The performance characteristics of the ESB and services running on the ESB are modeled in a queuing network, which facilitates the performance prediction of service oriented applications. This model is validated by an example ESB based service application modeled from real world loan broking business application.

  6. 75 FR 56999 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-17

    ... From the Federal Register Online via the Government Publishing Office DEFENSE NUCLEAR FACILITIES SAFETY BOARD Senior Executive Service Performance Review Board AGENCY: Defense Nuclear Facilities Safety Board. ACTION: Notice. SUMMARY: This notice announces the membership of the Defense Nuclear...

  7. 76 FR 29013 - Senior Executive Service; Performance Review Board; Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-05-19

    ... From the Federal Register Online via the Government Publishing Office NATIONAL CAPITAL PLANNING COMMISSION Senior Executive Service; Performance Review Board; Members AGENCY: National Capital Planning... National Capital Planning Commission also makes recommendations to the agency head regarding...

  8. 78 FR 28243 - Senior Executive Service; Performance Review Board; Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-05-14

    ... From the Federal Register Online via the Government Publishing Office NATIONAL CAPITAL PLANNING COMMISSION Senior Executive Service; Performance Review Board; Members AGENCY: National Capital Planning... National Capital Planning Commission also makes recommendations to the agency head regarding...

  9. 75 FR 62591 - Performance Review Board, Senior Executive Service (SES)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-12

    ..., Dryden Flight Research Center; Director, Glenn Research Center ; Director, Goddard Space Flight Center..., Marshall Space Flight Center; Director, Stennis Space Center. Senior Executive Committee Chairperson... SPACE ADMINISTRATION Performance Review Board, Senior Executive Service (SES) AGENCY:...

  10. 76 FR 60090 - Performance Review Board, Senior Executive Service (SES)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-28

    .... Director, Glenn Research Center. Director, Goddard Space Flight Center. Director, Johnson Space Center. Director, Kennedy Space Center. Director, Langley Research Center. Director, Marshall Space Flight Center... SPACE ADMINISTRATION Performance Review Board, Senior Executive Service (SES) AGENCY:...

  11. 75 FR 67399 - Performance Review Board, Senior Executive Service (SES)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-02

    ... Flight Research Center Director, Glenn Research Center Director, Goddard Space Flight Center Director... Space Flight Center Director, Stennis Space Center Senior Executive Committee Chairperson, Deputy... SPACE ADMINISTRATION Performance Review Board, Senior Executive Service (SES) AGENCY:...

  12. 78 FR 5516 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-01-25

    ... From the Federal Register Online via the Government Publishing Office OCCUPATIONAL SAFETY AND HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY... Safety and Health Review Commission. DATES: Membership is effective on January 25, 2013. FOR...

  13. 75 FR 14214 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-03-24

    ... From the Federal Register Online via the Government Publishing Office OCCUPATIONAL SAFETY AND HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY... Safety and Health Review Commission. DATES: Membership is effective on June 22, 2010. FOR...

  14. 76 FR 81998 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-29

    ... From the Federal Register Online via the Government Publishing Office OCCUPATIONAL SAFETY AND HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY... Safety and Health Review Commission. DATE: Membership is effective on December 29, 2011. FOR...

  15. 76 FR 39926 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-07-07

    ... From the Federal Register Online via the Government Publishing Office OCCUPATIONAL SAFETY AND HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY... Safety and Health Review Commission. DATES: Membership is effective on July 7, 2011. FOR...

  16. 76 FR 70131 - Senior Executive Service Performance Review Board; Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-10

    ... From the Federal Register Online via the Government Publishing Office ENVIRONMENTAL PROTECTION AGENCY Senior Executive Service Performance Review Board; Membership AGENCY: Environmental Protection Agency. ACTION: Notice. SUMMARY: Notice is hereby given of the membership of the Environmental...

  17. 78 FR 55244 - Senior Executive Service Performance Review Board; Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-10

    ... From the Federal Register Online via the Government Publishing Office DEFENSE NUCLEAR FACILITIES SAFETY BOARD Senior Executive Service Performance Review Board; Membership AGENCY: Defense Nuclear Facilities Safety Board. ACTION: Notice. SUMMARY: This notice announces the membership of the Defense...

  18. 75 FR 70002 - Senior Executive Service Performance Review Board; Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-16

    ... From the Federal Register Online via the Government Publishing Office ENVIRONMENTAL PROTECTION AGENCY Senior Executive Service Performance Review Board; Membership AGENCY: Environmental Protection Agency. ACTION: Notice. SUMMARY: Notice is hereby given of the membership of the Environmental...

  19. An Examination of Students' Perceptions of Service Quality in Higher Education.

    ERIC Educational Resources Information Center

    Clemes, Michael D.; Ozanne, Lucie K.; Tram, Lam

    2001-01-01

    Measured New Zealand college students' perceptions of educational service quality using SERVPREF methodology. Found that both technical and functional quality are important dimensions, and that the quality of education, campus facilities and environment, and course process significantly influence students' perceptions of service quality. Student…

  20. Multi-tasking, quality and pay for performance.

    PubMed

    Kaarboe, Oddvar; Siciliani, Luigi

    2011-02-01

    We present a model of optimal contracting between a purchaser and a provider of health services when quality has two dimensions. We assume that: (i) the provider is (at least to some extent) altruistic; (ii) one dimension of quality is verifiable (dimension 1) and one dimension is not verifiable (dimension 2); (iii) the two quality dimensions can be either substitutes or complements. Our main result is that setting the price equal to the marginal benefit of the verifiable quality dimension can be optimal even if the two quality dimensions are substitutes.

  1. Dynamical quality of service (QoS) support for DOCSIS HFC networks

    NASA Astrophysics Data System (ADS)

    Kuo, Wen-Kuang; Kumar, Sunil; Kuo, C.-C. Jay

    2001-07-01

    The Data Over Cable Service Interface Specifications (DOCSIS) of the Multimedia Cable Network System (MCNS) organization intends to support IP traffics over HFC (hybrid fiber/coax) networks with significantly higher data rates than analog modems and Integrated Service Digital Network (ISDN) links. The availability of high speed-access enables the delivery of high quality audio, video and interactive services. To support quality-of-service (QoS) for such multimedia applications, it is important for HFC networks to provide effective medium access and traffic scheduling mechanisms. In this work, we consider an HFC network that has a shared upstream channel for transmissions from stations assigned with different service priorities to the headend. We first present a multilevel priority collision resolution scheme with adaptive contention window adjustment. The proposed collision resolution scheme separates and resolves collisions for different classes of critically delay-sensitive and best effort traffics, thereby, achieving the capability for preemptive priorities. To enhance the performance of the proposed scheme, we adopt a novel methodology in which the headend dynamically selects the optimal backoff window size according to the estimate of the number of contending stations for each priority class. A traffic scheduling policy with multiple priority queues is also employed in the headend to schedule data transmissions. This scheduling strategy is used to satisfy bandwidth requirements for higher priority traffics. Simulations are conducted by using OPNET. We present a set of simulation scenarios to demonstrate the performance efficiency of the proposed scheme.

  2. A review of how the quality of HIV clinical services has been evaluated or improved.

    PubMed

    Hung, Anna; Pradel, Françoise

    2015-06-01

    To examine approaches being used to evaluate and improve quality of HIV clinical services we searched the MEDLINE, Cochrane Library collection, EMBASE, Global Health, and Web of Science databases for articles and abstracts focused on evaluating or improving quality of HIV clinical services. We extracted country income level, targeted clinical services, and quality evaluation approaches, data sources, and criteria. Fifty journal articles and 46 meeting abstracts were included. Of the 96 studies reviewed, 65% were programme evaluations, 71% focused on low- and middle-income countries, and 65% focused on antiretroviral therapy services. With regard to quality, 45% used a quality improvement model or programme, 13% set a quality threshold, and 51% examined patient records to evaluate quality. No studies provided a definition for quality HIV care. Quality assurance and improvement of HIV clinical services is increasingly important. This review highlights gaps in knowledge for future research, and may also help countries and programmes develop their HIV care quality improvement frameworks.

  3. Service quality and perceived value of technology-based service encounters: evaluation of clinical staff satisfaction in Taiwan.

    PubMed

    Hung, Chung-Jye; Chang, Hsin Hsin; Eng, Cheng Joo; Wong, Kit Hong

    2013-01-01

    Previous research has evaluated technology-based service encounters (TBSEs) in the delivery of health care by assessing patient satisfaction. This study examined service quality and perceived value of TBSEs used in health organisations from the perspective of clinical staff, with staff technology readiness as a moderator. A quantitative survey was conducted in Taiwan, across private and public healthcare organisations. Results showed that TBSEs had a direct effect on service quality and perceived value, which in turn had a direct effect on staff satisfaction in using TBSEs. However, service quality had no effect on perceived value when moderated by technology readiness. Theoretical and managerial implications of these findings are discussed.

  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.

  5. A conceptual model of nurses' goal orientation, service behavior, and service performance.

    PubMed

    Chien, Chun-Cheng; Chou, Hsin-Kai; Hung, Shuo-Tsung

    2008-01-01

    Based on the conceptual framework known as the "service triangle," the authors constructed a model of nurses' goal orientation, service behavior, and service performance to investigate the antecedents and consequences of the medical service behavior provided by nurses. This cross-sectional study collected data from 127 nurses in six hospitals using a mail-in questionnaire. Analysis of the model revealed that the customer-oriented behavior of nurses had a positive influence on organizational citizenship behavior; and both of these behaviors had a significant positive influence on service performance. The results also indicate that a higher learning goal orientation among nurses was associated with the performance of both observable customer-oriented behavior and organizational-citizenship behavior.

  6. A Multi-Level Examination of Leadership Practices in Quality Management: Implications for Organisational Performance in Healthcare

    ERIC Educational Resources Information Center

    Akdere, Mesut

    2007-01-01

    Organisations are continuously challenged to become more strategic, productive and cost-effective. As a result, quality management has become increasingly important to achieve desired organisational performance outcomes. Quality management considers leadership an important component to implement and sustain quality products and services to…

  7. Relationships of physician characteristics to performance quality and improvement.

    PubMed Central

    Payne, B C; Lyons, T F; Neuhaus, E

    1984-01-01

    The quality of ambulatory medical care provided by 1,135 physicians in five separate practice settings in the Midwest was measured using predetermined process criteria. Specialists performed better in their own areas of specialized training than did family/general practitioners or specialists performing outside their specialty areas. Physicians with fewer years of practice performed somewhat better than physicians with more years since medical school graduation. Board certification was not consistently related to performance. Performances of the physicians improved following quality assurance interventions in these sites. Differences in the rates of change in performance quality were not consistently related to any of the physician characteristics studied. PMID:6746295

  8. Indoor Air Quality in High Performance Schools

    EPA Pesticide Factsheets

    High performance schools are facilities that improve the learning environment while saving energy, resources, and money. The key is understanding the lifetime value of high performance schools and effectively managing priorities, time, and budget.

  9. Service Quality Assessment for NASA's Deep Space Network: No Longer a Luxury

    NASA Technical Reports Server (NTRS)

    Barkley, Erik; Wolgast, Paul; Zendejas, Silvino

    2010-01-01

    When NASA's Deep Space Network (DSN) was established almost a half century ago, the concept of computer-based service delivery was impractical or infeasible due to the state of information technology As a result, the interface the DSN exposes to its customers tends to be equipment-centric, lacking a clear demarcation between the DSN and the mission operation systems (MOS) of its customers. As the number of customers has continued to increase, the need to improve efficiency and minimize costs has grown. This growth has been the impetus for a DSN transformation from an equipment-forrent provider to a provider of standard services. Service orientation naturally leads to requirements for service management, including proactive measurement of service quality and service levels as well as the efficiency of internal processes and the performance of service provisioning systems. DSN System Engineering has surveyed industry offerings to determine if commercial successes in decision support and Business Intelligence (BI) solutions can be applied to the DSN. A pilot project was initiated, and subsequently executed to determine the feasibility of repurposing a commercial Business Intelligence platform for engineering analysis in conjunction with the platform's intended business reporting and analysis functions.

  10. 75 FR 62501 - Senior Executive Service Performance Review Board: Update

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-12

    ... From the Federal Register Online via the Government Publishing Office AGENCY FOR INTERNATIONAL DEVELOPMENT Senior Executive Service Performance Review Board: Update AGENCY: U.S. Agency For International... appointing authority relative to the performance of ] the senior executive. This notice updates...

  11. 78 FR 52995 - Senior Executive Service: Performance Review Board Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-08-27

    ... From the Federal Register Online via the Government Publishing Office SMALL BUSINESS ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U. S. Small Business Administration. ACTION: Notice of Members for the FY 2014 Performance Review Board. SUMMARY: Title 5 U.S.C....

  12. 76 FR 64421 - Senior Executive Service: Performance Review Board Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-18

    ... From the Federal Register Online via the Government Publishing Office SMALL BUSINESS ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U.S. Small Business Administration. ACTION: Notice of Members for the FY 2011 Performance Review Board. SUMMARY: Title 5 U.S.C....

  13. 77 FR 70204 - Senior Executive Service: Performance Review Board Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-11-23

    ... From the Federal Register Online via the Government Publishing Office SMALL BUSINESS ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U.S. Small Business Administration. ACTION: Notice of Members for the FY 2012 Performance Review Board. SUMMARY: Title 5 U.S.C....

  14. Performance retention of the RB211 powerplant in service

    NASA Technical Reports Server (NTRS)

    Astridge, B. L.; Pinder, J. T.

    1981-01-01

    An understanding of the mechanisms of deterioration is essential in order that features to counteract performance degradation can be built into the basic design of an engine and nacelle. Furthermore, the interpretation must be continued in service for effective feedback to provide modifications which may be necessary in maintaining a satisfactory performance retention program. The in service assessment must be accurate as to magnitude and causes and this requires consideration of: (1) the powerplant as a complete entity, i.e., the engine components and nacelle including the thrust reverser; (2) measurement of performance in flight rather than by sole reliance on the scaling of test cell data to flight conditions (although some correlation should be possible); and (3) the relationship of engine parts condition to overhaul performance and in flight deterioration level of that engine. These aspects are addressed by consideration of the RB211 engine in service in both the Lockheed L1011 Tristar and Boeing 747 aircraft.

  15. Experience from the 1st Year running a Massive High Quality Videoconferencing Service for the LHC

    NASA Astrophysics Data System (ADS)

    Fernandes, Joao; Baron, Thomas; Bompastor, Bruno

    2014-06-01

    In the last few years, we have witnessed an explosion of visual collaboration initiatives in the industry. Several advances in video services and also in their underlying infrastructure are currently improving the way people collaborate globally. These advances are creating new usage paradigms: any device in any network can be used to collaborate, in most cases with an overall high quality. To keep apace with this technology progression, the CERN IT Department launched a service based on the Vidyo product. This new service architecture introduces Adaptive Video Layering, which dynamically optimizes the video for each endpoint by leveraging the H.264 Scalable Video Coding (SVC)-based compression technology. It combines intelligent AV routing techniques with the flexibility of H.264 SVC video compression, in order to achieve resilient video collaboration over the Internet, 3G and WiFi. We present an overview of the results that have been achieved after this major change. In particular, the first year of operation of the CERN Vidyo service will be described in terms of performance and scale: The service became part of the daily activity of the LHC collaborations, reaching a monthly usage of more than 3200 meetings with a peak of 750 simultaneous connections. We also present some key features such as the integration with CERN Indico. LHC users can now join a Vidyo meeting either from their personal computer or a CERN videoconference room simply from an Indico event page, with the ease of a single click. The roadmap for future improvements, service extensions and core infrastructure tendencies such as cloud based services and virtualization of system components will also be discussed. Vidyo's strengths allowed us to build a universal service (it is accessible from PCs, but also videoconference rooms, traditional phones, tablets and smartphones), developed with 3 key ideas in mind: ease of use, full integration and high quality.

  16. AQIP and Accreditation: Improving Quality and Performance

    ERIC Educational Resources Information Center

    Spangehl, Stephen D.

    2012-01-01

    For the past 12 years, the Academic Quality Improvement Program (AQIP) has offered an innovative means for colleges and universities to maintain regional accreditation with the Higher Learning Commission (HLC), the only regional U.S. accrediting commission currently providing alternative pathways for maintaining accreditation. Although all HLC…

  17. Image processing system performance prediction and product quality evaluation

    NASA Technical Reports Server (NTRS)

    Stein, E. K.; Hammill, H. B. (Principal Investigator)

    1976-01-01

    The author has identified the following significant results. A new technique for image processing system performance prediction and product quality evaluation was developed. It was entirely objective, quantitative, and general, and should prove useful in system design and quality control. The technique and its application to determination of quality control procedures for the Earth Resources Technology Satellite NASA Data Processing Facility are described.

  18. Cross-Cultural Perspectives of Service Quality and Risk in Air Transportation

    NASA Technical Reports Server (NTRS)

    Cunningham, Lawrence F.; Young, Clifford E.; Lee, Moonkyu

    2002-01-01

    This study compares US and Korean customers in terms of their perceptions of airline service quality based on SERVPERF and industry-based measures, as well as their perceptions of risks involved in the airline choice. SERVPERF is a set of multi-dimensional measures of customer evaluations of service quality. The results indicate that: (1) US passengers are generally more satisfied with their airline service than Korean customers on most of the SERVPERF dimensions; (2) Koreans are generally more satisfied with the bumping procedures whereas US participants feel more satisfied with the airline's baggage handling, operations/safety, and connections; and (3) US participants perceive higher levels of performance and financial risks whereas Koreans feel greater social risk in choosing an airline. This study also examines the SERVPERF, industry-based measure, and perceived risk in predicting customer satisfaction with, and intention to repatronize the airline. The results suggest that US customers consider service reliability, in-flight comfort, and connections as the key factors determining satisfaction with airline service whereas Korean passengers generally regard reliability, assurance, and risk factors as predictors of satisfaction. The determining factors of customer intention to repatronize the airline are reliability and empathy for US, and reliability and overall risk for Korean customers. The study demonstrates the applicability of SERVPERF as a cross-cultural tool and indicates the importance of perceived risk in cross-cultural studies.

  19. REVIEW AND PERSPECTIVE OF HIGHWAY CAPACITY AND QUALITY OF SERVICE RESEARCH IN JAPAN

    NASA Astrophysics Data System (ADS)

    Oguchi, Takashi; Nakamura, Hideki

    The highway traffic congestion is one of the most important social and technical issues from the early days of motorization in Japan. Accordingly, the highway capacity has long been a major concern of traffic engineers, not only in research but also in practice, in order to alleviate the traffic congestions. Also, the concept of the quality of service of traffic flow and its proper understanding according to diverse conditions are crucial for implementing the performance-oriented highway planning and design schemes. This article therefore overviews the recent research works regarding highway capacity and quality of service particularly in Japan, after reviewing the state of the arts in bottleneck phenomena observed on Japan motorways and highways. And the future perspective of these research fields is discussed.

  20. Measuring the Quality of Provided Services for Patients With Chronic Kidney Disease

    PubMed Central

    Bahadori, Mohammadkarim; Raadabadi, Mehdi; Heidari Jamebozorgi, Majid; Salesi, Mahmood; Ravangard, Ramin

    2014-01-01

    Background: The healthcare organizations need to develop and implement quality improvement plans for their survival and success. Measuring quality in the healthcare competitive environment is an undeniable necessity for these organizations and will lead to improved patient satisfaction. Objectives: This study aimed to measure the quality of provided services for patients with chronic kidney disease in Kerman in 2014. Patients and Methods: This cross-sectional, descriptive-analytic study was performed from 23 January 2014 to 14 February 2014 in four hemodialysis centers in Kerman. All of the patients on chronic hemodialysis (n = 195) who were referred to these four centers were selected and studied using census method. The required data were collected using the SERVQUAL questionnaire, consisting of two parts: questions related to the patients' demographic characteristics, and 28 items to measure the patients' expectations and perceptions of the five dimensions of service quality, including tangibility, reliability, responsiveness, assurance, and empathy. The collected data were analyzed using SPSS 21.0 through some statistical tests, including independent-samples t test, one-way ANOVA, and paired-samples t test. Results: The results showed that the means of patients' expectations were more than their perceptions of the quality of provided services in all dimensions, which indicated that there were gaps in all dimensions. The highest and lowest means of negative gaps were related to empathy (-0.52 ± 0.48) and tangibility (-0.29 ± 0.51). In addition, among the studied patients' demographic characteristics and the five dimensions of service quality, only the difference between the patients' income levels and the gap in assurance were statistically significant (P < 0.001). Conclusions: Overall, the results of the present study showed that the expectations of patients on hemodialysis were more than their perceptions of provided services. The healthcare providers and

  1. Citizen Perceptions of Government Service Quality: Evidence from Public Schools. Program on Education Policy and Governance Working Papers Series. PEPG 10-16

    ERIC Educational Resources Information Center

    Chingos, Matthew M.; Henderson, Michael; West, Martin R.

    2010-01-01

    Conventional models of democratic accountability hinge on citizens' ability to evaluate government performance accurately, yet there is little evidence on the degree to which citizen perceptions of the quality of government services correspond to actual service quality. Using nationally representative survey data, we find that citizens'…

  2. 42 CFR 440.260 - Methods and standards to assure quality of services.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 42 Public Health 4 2010-10-01 2010-10-01 false Methods and standards to assure quality of services. 440.260 Section 440.260 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH... and Limits Applicable to All Services § 440.260 Methods and standards to assure quality of...

  3. Quality Services Management: A Consumer-Oriented Model for Systems Audit and Strategic Intervention.

    ERIC Educational Resources Information Center

    Baker, Pamela C.

    The paper describes Quality Service Management (QSM) as applied to the provision of services to disabled and other special needs persons. QSM is defined as a systems approach to consumer relations based on the belief that quality care may be achieved only within the context of overall services management. Differences among "quality…

  4. The interaction between sleep quality and academic performance.

    PubMed

    Ahrberg, K; Dresler, M; Niedermaier, S; Steiger, A; Genzel, L

    2012-12-01

    Sleep quality has significant effects on cognitive performance and is influenced by multiple factors such as stress. Contrary to the ideal, medical students and residents suffer from sleep deprivation and stress at times when they should achieve the greatest amount of learning. In order to examine the relationship between sleep quality and academic performance, 144 medical students undertaking the pre-clinical board exam answered a survey regarding their subjective sleep quality (Pittsburgh sleep quality index, PSQI), grades and subjective stress for three different time points: semester, pre- and post-exam. Academic performance correlated with stress and sleep quality pre-exam (r = 0.276, p < 0.001 and r = 0.158, p < 0.03, note that low performance meant low sleep quality and high stress), however not with the stress or sleep quality during the semester and post-exam. 59% of all participants exhibited clinically relevant sleep disturbances (PSQI > 5) during exam preparation compared to 29% during the semester and 8% post-exam. This study shows that in medical students it is not the generally poor sleepers, who perform worse in the medical board exams. Instead students who will perform worse on their exams seem to be more stressed and suffer from poor sleep quality. However, poor sleep quality may negatively impact test performance as well, creating a vicious circle. Furthermore, the rate of sleep disturbances in medical students should be cause for intervention.

  5. Developing Indicators of Service Quality Provided for CardiovascularPatients Hospitalized in Cardiac Care Unit

    PubMed Central

    Azami-Aghdash, Saber; Ghaffari, Samad; Sadeghi-Bazargani, Homayoun; Tabrizi, Jafar-Sadegh; Yagoubi, Alireza; Naghavi-Behzad, Mohammad

    2013-01-01

    Introduction:Cardiovascular diseases are among the most prevalent chronic diseases leading to high degrees of mortality and morbidity worldwide and in Iran. The aim of the current study was to determine and develop appropriate indicators for evaluating provided service quality for cardiovascular patients admitted to Cardiac Care Units (CCU) in Iran. Methods:In order to determine the indicators for evaluating provided service quality, a four-stage process including reviewing systematic review articles in premier bibliographic databases, interview, performing two rounds of Delphi technique, and holding experts panel by attendance of experts in different fields was adopted. Finally, after recognizing relevant indicators in resources, these indicators were finalized during various stages using ideas of 27 experts in different fields. Results:Among 2800 found articles in the text reviewing phase, 21 articles, which had completely mentioned relevant indicators, were studied and 48 related indicators were extracted. After two interviews with a cardiologist and an epidemiologist, 32 items of the indicators were omitted and replaced by 27 indicators coping with the conditions of Iranian hospitals. Finally, 43 indicators were added into the Delphi phase and after 2 rounds of Delphi with 18 specialists, 7 cases were excluded due to their low scores of applicability. In the experts’ panel stage, 6 items were also omitted and 10 new indicators were developed to replace them. Eventually, 40 indicators were finalized. Conclusion:In this study, some proper indicators for evaluating provided service quality for CCU admissions in Iran were determined. Considering the informative richness of these indicators, they can be used by managers, policy makers, health service providers, and also insurance agencies in order to improve the quality of services, decisions, and policies. PMID:24251005

  6. Improving the Quality of Postabortion Care Services in Togo Increased Uptake of Contraception.

    PubMed

    Mugore, Stembile; Kassouta, Ntapi Tchiguiri K; Sebikali, Boniface; Lundstrom, Laurel; Saad, Abdulmumin

    2016-09-28

    High-quality postabortion care (PAC) services that include family planning counseling and a full range of contraceptives at point of treatment for abortion complications have great potential to break the cycle of repeat unintended pregnancies and demand for abortions. We describe the first application of a systematic approach to quality improvement of PAC services in a West African country. This approach-IntraHealth International's Optimizing Performance and Quality (OPQ) approach-was applied at 5 health care facilities in Togo starting in November 2014. A baseline assessment identified the following needs: reorganizing services to ensure that contraceptives are provided at point of treatment for abortion complications, before PAC clients are discharged; improving provider competencies in family planning services, including in providing long-acting reversible contraceptive implants and intrauterine devices; ensuring that contraceptive methods are available to all PAC clients free of charge; standardizing PAC registers and enhancing data collection and reporting systems; enhancing internal supervision systems at facilities and teamwork among PAC providers; and engaging PAC providers in community talks. Solutions devised and applied at the facilities during OPQ resulted in significant increases in contraceptive counseling and uptake among PAC clients: During the 5-month baseline period, 31% of PAC clients were counseled, while during the 13-month intervention period, 91% were counseled. Of all PAC clients counseled during the baseline period, 37% accepted a contraceptive, compared with 60% of those counseled during the intervention period. Oral contraceptive pills remained the most popular method during both periods, yet uptake of implants increased significantly during the intervention period-from 4% to 27% of those accepting contraceptives. This result demonstrates that the solutions applied maintained method choice while expanding access to underused long

  7. Comparative performance of wavelets and JPEG coders at high quality

    NASA Astrophysics Data System (ADS)

    Algazi, V. Ralph; Estes, Robert R., Jr.

    1997-04-01

    In recent work, we have examined the performance of wavelet coders using a perceptually relevant image quality metric, the picture quality scale (PQS). In that study, we considered some of the design options available with respect to choice of wavelet basis, quantizer, and method for error- free encoding of the quantized coefficients, including the EZW methodology. A specific combination of these design options provides the best trade off between performance and PQS quality. Here, we extend this comparison by evaluating the performance of JPEG and the previously chosen optimal wavelet scheme, focusing principally on the high quality range.

  8. Investigation of Malaysian Higher Education Quality Culture and Workforce Performance

    ERIC Educational Resources Information Center

    Ali, Hairuddin Mohd; Musah, Mohammed Borhandden

    2012-01-01

    Purpose: The purpose of this study is to examine the relationship between the quality culture and workforce performance in the Malaysian higher education sector. The study also aims to test and validate the psychometric properties of the quality culture and workforce performance instruments used in the study. Design/methodology/approach: A total…

  9. Suite of proposed imaging performance metrics and test methods for fire service thermal imaging cameras

    NASA Astrophysics Data System (ADS)

    Amon, Francine; Lock, Andrew; Bryner, Nelson

    2008-04-01

    The use of thermal imaging cameras (TIC) by the fire service is increasing as fire fighters become more aware of the value of these tools. The National Fire Protection Association (NFPA) is currently developing a consensus standard for design and performance requirements for TIC as used by the fire service. This standard will include performance requirements for TIC design robustness and image quality. The National Institute of Standards and Technology facilitates this process by providing recommendations for science-based performance metrics and test methods to the NFPA technical committee charged with the development of this standard. A suite of imaging performance metrics and test methods based on the harsh operating environment and limitations of use particular to the fire service has been proposed for inclusion in the standard. The performance metrics include large area contrast, effective temperature range, spatial resolution, nonuniformity, and thermal sensitivity. Test methods to measure TIC performance for these metrics are in various stages of development. An additional procedure, image recognition, has also been developed to facilitate the evaluation of TIC design robustness. The pass/fail criteria for each of these imaging performance metrics are derived from perception tests in which image contrast, brightness, noise, and spatial resolution are degraded to the point that users can no longer consistently perform tasks involving TIC due to poor image quality.

  10. 21 CFR 212.20 - What activities must I perform to ensure drug quality?

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 21 Food and Drugs 4 2011-04-01 2011-04-01 false What activities must I perform to ensure drug quality? 212.20 Section 212.20 Food and Drugs FOOD AND DRUG ADMINISTRATION, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) DRUGS: GENERAL CURRENT GOOD MANUFACTURING PRACTICE FOR POSITRON EMISSION...

  11. 21 CFR 212.20 - What activities must I perform to ensure drug quality?

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... 21 Food and Drugs 4 2014-04-01 2014-04-01 false What activities must I perform to ensure drug quality? 212.20 Section 212.20 Food and Drugs FOOD AND DRUG ADMINISTRATION, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) DRUGS: GENERAL CURRENT GOOD MANUFACTURING PRACTICE FOR POSITRON EMISSION...

  12. 21 CFR 212.20 - What activities must I perform to ensure drug quality?

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... 21 Food and Drugs 4 2013-04-01 2013-04-01 false What activities must I perform to ensure drug quality? 212.20 Section 212.20 Food and Drugs FOOD AND DRUG ADMINISTRATION, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) DRUGS: GENERAL CURRENT GOOD MANUFACTURING PRACTICE FOR POSITRON EMISSION...

  13. 42 CFR 494.110 - Condition: Quality assessment and performance improvement.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... HEALTH AND HUMAN SERVICES (CONTINUED) STANDARDS AND CERTIFICATION CONDITIONS FOR COVERAGE FOR END-STAGE RENAL DISEASE FACILITIES Patient Care § 494.110 Condition: Quality assessment and performance... renal bone disease. (iv) Anemia management. (v) Vascular access. (vi) Medical injuries and...

  14. Air quality and human performance. Chapter 16

    SciTech Connect

    Pandolf, K.B.

    1987-09-01

    The various air pollutants have been classified as primary or secondary pollutants. Primary pollutants are emitted directly to the environment from their source and include carbon monoxide, sulfur oxides, nitrogen oxides, and primary particulates. Secondary pollutants develop from interactions of primary pollutants and include ozone, peroxyacetyl nitrate, and certain aerosols. Carbon monoxide does not appear to cause decrements in submaximal exercise performance in healthy individuals; however, cardiovascularly-impaired individuals appear to be at significant risk during submaximal exercise even at low carboxyhemoglobin levels. Maximal exercise performance for healthy individuals seems to be altered by breathing carbon monoxide with the critical concentration being 4.3% carboxyhemoglobin. The threshold level of sulfur dioxide which effects submaximal exercise performance in healthy individuals is between 1.0 and 3.0 ppm while asthmatic individuals and possibly others with pulmonary hyperactivity are affected at a lower threshold concentration between 0.20 and 0.50 ppm. Several studies suggest that healthy and asthmatic individuals may adapt to sulfur but, unfortunately, no research has investigated adaptation to this pollutant during physical exercise. While no studies have been reported which evaluate maximal exercise performance, nitrogen dioxide exposure does not appear to adversely affect submaximal exercise performance in healthy individuals. The physiological performance effects of breathing primary particulates have not been directly evaluated during exercise in man. Ozone exposure does not appear to limit submaximal exercise performance at light to moderate exercise intensities.

  15. Introducing high performance distributed logging service for ACS

    NASA Astrophysics Data System (ADS)

    Avarias, Jorge A.; López, Joao S.; Maureira, Cristián; Sommer, Heiko; Chiozzi, Gianluca

    2010-07-01

    The ALMA Common Software (ACS) is a software framework that provides the infrastructure for the Atacama Large Millimeter Array and other projects. ACS, based on CORBA, offers basic services and common design patterns for distributed software. Every properly built system needs to be able to log status and error information. Logging in a single computer scenario can be as easy as using fprintf statements. However, in a distributed system, it must provide a way to centralize all logging data in a single place without overloading the network nor complicating the applications. ACS provides a complete logging service infrastructure in which every log has an associated priority and timestamp, allowing filtering at different levels of the system (application, service and clients). Currently the ACS logging service uses an implementation of the CORBA Telecom Log Service in a customized way, using only a minimal subset of the features provided by the standard. The most relevant feature used by ACS is the ability to treat the logs as event data that gets distributed over the network in a publisher-subscriber paradigm. For this purpose the CORBA Notification Service, which is resource intensive, is used. On the other hand, the Data Distribution Service (DDS) provides an alternative standard for publisher-subscriber communication for real-time systems, offering better performance and featuring decentralized message processing. The current document describes how the new high performance logging service of ACS has been modeled and developed using DDS, replacing the Telecom Log Service. Benefits and drawbacks are analyzed. A benchmark is presented comparing the differences between the implementations.

  16. Image quality measures and their performance

    NASA Technical Reports Server (NTRS)

    Eskicioglu, Ahmet M.; Fisher, Paul S.; Chen, Si-Yuan

    1994-01-01

    A number of quality measures are evaluated for gray scale image compression. They are all bivariate exploiting the differences between corresponding pixels in the original and degraded images. It is shown that although some numerical measures correlate well with the observers' response for a given compression technique, they are not reliable for an evaluation across different techniques. The two graphical measures (histograms and Hosaka plots), however, can be used to appropriately specify not only the amount, but also the type of degradation in reconstructed images.

  17. Certain Organizational Characteristics Affect ACO Preventive Care Quality Performance.

    PubMed

    Ticse, Caroline

    2016-06-01

    Key findings. (1) ACOs at provider workforce extremes--few primary care providers or many specialists--performed worse on measures of preventive care quality relative to those with more PCPs and fewer specialists. (2) Upfront investment in ACO formation is associated with higher performance in preventive care quality. (3) ACOs with a higher proportion of minority beneficiaries performed worse on disease prevention measures than did ACOs with a lower proportion of minority beneficiaries. (4) ACOs facing barriers to quality performance may benefit from organizational characteristics such as electronic health record capabilities and hospital inclusion in the ACO.

  18. Quality of service in optical packet switched DWDM transport networks

    NASA Astrophysics Data System (ADS)

    Bjornstad, Steinar; Stol, Norvald; Hjelme, Dag R.

    2002-09-01

    For support of multimedia applications in Internet, at least four service classes are normally outlined. We expect optical packet switching to be of special interest in terabit capacity networks with a high number of wavelengths. Our analysis shows that when the wavelength dimension is used for contention resolution, and number of wavelengths is 32 or higher, node-delay is negligible. However buffering in optical packet switches is a scarce resource which use should be minimized. Based on the requirement of the future network, and on our packet switch performance analysis, we suggest reducing the number of service classes to two: A normal class (NCT) with medium low packet loss and a low need for buffering, and a high class (HCT) with a minimum of packet loss. Performance of a buffer reservation scheme is analyzed by simulation. Assuming the network of today with 10 % HCT traffic, assigning four buffer inputs to the HCT traffic, a difference in optical packet loss ratio of three orders of magnitude can be obtained. The same difference in optical packet loss ratio can be obtained if 50 % HCT traffic is assumed (network of tomorrow), by assigning a higher number of buffer inputs.

  19. The European Society of Gastrointestinal Endoscopy Quality Improvement Initiative: developing performance measures

    PubMed Central

    Senore, Carlo; Bisschops, Raf; Domagk, Dirk; Valori, Roland; Kaminski, Michal F.; Spada, Cristiano; Bretthauer, Michael; Bennett, Cathy; Bellisario, Cristina; Minozzi, Silvia; Hassan, Cesare; Rees, Colin; Dinis-Ribeiro, Mário; Hucl, Tomas; Ponchon, Thierry; Aabakken, Lars; Fockens, Paul

    2015-01-01

    The European Society of Gastrointestinal Endoscopy (ESGE) and United European Gastroenterology (UEG) have a vision to create a thriving community of endoscopy services across Europe, collaborating with each other to provide high quality, safe, accurate, patient-centered and accessible endoscopic care. Whilst the boundaries of what can be achieved by advanced endoscopy are continually expanding, we believe that one of the most fundamental steps to achieving our goal is to raise the quality of everyday endoscopy. The development of robust, consensus- and evidence-based key performance measures is the first step in this vision. ESGE and UEG have identified quality of endoscopy as a major priority. This paper explains the rationale behind the ESGE Quality Improvement Initiative and describes the processes that were followed. We recommend that all units develop mechanisms for audit and feedback of endoscopist and service performance using the ESGE performance measures that will be published in future issues of this journal over the next year. We urge all endoscopists and endoscopy services to prioritize quality and to ensure that these performance measures are implemented and monitored at a local level, so that we can provide the highest possible care for our patients. PMID:26966520

  20. The European Society of Gastrointestinal Endoscopy Quality Improvement Initiative: developing performance measures.

    PubMed

    Rutter, Matthew D; Senore, Carlo; Bisschops, Raf; Domagk, Dirk; Valori, Roland; Kaminski, Michal F; Spada, Cristiano; Bretthauer, Michael; Bennett, Cathy; Bellisario, Cristina; Minozzi, Silvia; Hassan, Cesare; Rees, Colin; Dinis-Ribeiro, Mário; Hucl, Tomas; Ponchon, Thierry; Aabakken, Lars; Fockens, Paul

    2016-01-01

    The European Society of Gastrointestinal Endoscopy (ESGE) and United European Gastroenterology (UEG) have a vision to create a thriving community of endoscopy services across Europe, collaborating with each other to provide high quality, safe, accurate, patient-centered and accessible endoscopic care. Whilst the boundaries of what can be achieved by advanced endoscopy are continually expanding, we believe that one of the most fundamental steps to achieving our goal is to raise the quality of everyday endoscopy. The development of robust, consensus- and evidence-based key performance measures is the first step in this vision.ESGE and UEG have identified quality of endoscopy as a major priority. This paper explains the rationale behind the ESGE Quality Improvement Initiative and describes the processes that were followed. We recommend that all units develop mechanisms for audit and feedback of endoscopist and service performance using the ESGE performance measures that will be published in future issues of this journal over the next year. We urge all endoscopists and endoscopy services to prioritize quality and to ensure that these performance measures are implemented and monitored at a local level, so that we can provide the highest possible care for our patients.

  1. 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…

  2. Quality Control Review of the Defense Finance and Accounting Service Internal Audit Organization

    DTIC Science & Technology

    2014-12-01

    No. DODIG-2015-043 D E C E M B E R 1 , 2 0 1 4 Quality Control Review of the Defense Finance and Accounting Service Internal Audit Organization...2014 2. REPORT TYPE 3. DATES COVERED 00-00-2014 to 00-00-2014 4. TITLE AND SUBTITLE Quality Control Review of the Defense Finance and... FINANCE AND ACCOUNTING SERVICE SUBJECT: Quality Control Review of the Defense Finance and Accounting Service Internal Audit Organization (Report No

  3. Neurophysiological predictors of quality of performance

    NASA Technical Reports Server (NTRS)

    Gevins, Alan S.

    1988-01-01

    New signal processing technologies have been developed to measure spatiotemporal neurocognitive processes of the human brain. In one experiment, application of these technologies produced measurements of distributed preparatory sets which predicted the accuracy of subsequent performance. In another experiment, neuroelectric changes were found in Air Force test pilots during the incipient stages of fatigue before behavior had severely degraded.

  4. PERFORMING QUALITY FLOW MEASUREMENTS AT MINE SITES

    EPA Science Inventory

    Accurate flow measurement data is vital to research, monitoring, and remediation efforts at mining sites. This guidebook has been prepared to provide a summary of information relating to the performance of low measurements, and how this information can be applied at mining sites....

  5. Questioning the Technical Quality of Performance Assessment.

    ERIC Educational Resources Information Center

    Baker, Eva L.

    1993-01-01

    Ongoing research finds that alternatives to formal tests carry hidden costs and require trade-offs. National Center for Research on Evaluation, Standards, and Student Testing (CRESST) is studying how performance assessments work so that they may be designed to help students reach their highest potential. This article raises priority questions,…

  6. Extending I/O through High Performance Data Services

    SciTech Connect

    Abbasi, H.; Lofstead, J.; Zheng, Fang; Klasky, Scott A; Schwan, Karsten

    2009-08-01

    The complexity of HPC systems has increased the burden on the developer as applications scale to hundreds of thousands of processing cores. Moreover, additional efforts are required to achieve acceptable I/O performance, where it is important how I/O is performed, which resources are used, and where I/O functionality is deployed. Specifically, by scheduling I/O data movement and by effectively placing operators affecting data volumes or information about the data, tremendous gains can be achieved both in the performance of simulation output and in the usability of output data. Previous studies have shown the value of using asynchronous I/O, of employing a staging area, and of performing select operations on data before it is written to disk. Leveraging such insights, this paper develops and experiments with higher level I/O abstractions, termed 'data services', that manage output data from 'source to sink': where/when it is captured, transported towards storage, and filtered or manipulated by service functions to improve its information content. Useful services include data reduction, data indexing, and those that manage how I/O is performed, i.e., the control aspects of data movement. Our data services implementation distinguishes control aspects - the control plane - from data movement - the data plane, so that both may be changed separably. This results in runtime flexibility not only in which services to employ, but also in where to deploy them and how they use I/O resources. The outcome is consistently high levels of I/O performance at large scale, without requiring application change.

  7. The Role of Psychological Capital and Intragroup Conflict on Employees' Burnout and Quality of Service: A Multilevel Approach.

    PubMed

    Leon-Perez, Jose M; Antino, Mirko; Leon-Rubio, Jose M

    2016-01-01

    Previous studies have found a negative association between intragroup conflict and both employees' health and performance, including the quality of service that employees provide. However, some authors have indicated that such negative effects of intragroup conflict depend on how conflict is managed. In addition, at individual level, research is increasingly emphasizing the role of psychological strengths (i.e., psychological capital) as predictors of health and performance. Thus, this research addresses both a main effect at individual level (psychological capital on burnout/quality of service) and a moderated cross-level model (2-2-1: intragroup conflict, conflict management climate and burnout/quality of service) in a cross-sectional survey study (N = 798 workers nested in 55 units/facilities). Results revealed a main effect of psychological capital on both burnout (r = -0.50) and quality of service (r = 0.28). Also, there was an association between intragroup relationship conflict and burnout (r = 0.33). Finally, there was an interaction effect in which conflict management climate buffers the negative association between intragroup conflict and quality of service. Practical implications of these results for developing positive and healthy organizations that prevent potential psychosocial risks at group level while promote individual strengths are discussed.

  8. The Role of Psychological Capital and Intragroup Conflict on Employees' Burnout and Quality of Service: A Multilevel Approach

    PubMed Central

    Leon-Perez, Jose M.; Antino, Mirko; Leon-Rubio, Jose M.

    2016-01-01

    Previous studies have found a negative association between intragroup conflict and both employees' health and performance, including the quality of service that employees provide. However, some authors have indicated that such negative effects of intragroup conflict depend on how conflict is managed. In addition, at individual level, research is increasingly emphasizing the role of psychological strengths (i.e., psychological capital) as predictors of health and performance. Thus, this research addresses both a main effect at individual level (psychological capital on burnout/quality of service) and a moderated cross-level model (2-2-1: intragroup conflict, conflict management climate and burnout/quality of service) in a cross-sectional survey study (N = 798 workers nested in 55 units/facilities). Results revealed a main effect of psychological capital on both burnout (r = −0.50) and quality of service (r = 0.28). Also, there was an association between intragroup relationship conflict and burnout (r = 0.33). Finally, there was an interaction effect in which conflict management climate buffers the negative association between intragroup conflict and quality of service. Practical implications of these results for developing positive and healthy organizations that prevent potential psychosocial risks at group level while promote individual strengths are discussed. PMID:27895601

  9. Experiences of drug use and ageing: health, quality of life, relationship and service implications

    PubMed Central

    Roe, Brenda; Beynon, Caryl; Pickering, Lucy; Duffy, Paul

    2010-01-01

    roe b., beynon c., pickering l. & duffy p. (2010)Experiences of drug use and ageing: health, quality of life, relationship and service implications. Journal of Advanced Nursing66(9), 1968–1979. Aim This paper is a report of an exploration of older people’s experiences of substance use in the context of ageing, and its impact on health, quality of life, relationships and service use. Background Use of illicit drugs by older people is a neglected policy, research and service provision and is generally perceived as a lifestyle of younger populations. Method A convenience sample of 11 people aged 49–61 years (mean 57 years) in contact with voluntary sector drug treatment services participated in qualitative semi-structured tape-recorded interviews and thematic content analysis was performed. The data were collected in 2008. Findings Drug use can have negative impacts on health status, quality of life, family relationships and social networks that accrue with age. Participants were identified as early or later onset users of drugs due to the impact of life events and relationships. A range of substances had been used currently and throughout their lives, with no single gateway drug identified as a prelude to personal drug careers. Life review and reflection were common, in keeping with ageing populations, along with regret of ever having started to use drugs. Living alone and their accommodation made them more susceptible to social isolation, and they reported experiences of death and dying of their contemporaries and family members earlier than usual in the life course. Conclusion Older people who continue to use drugs and require the support of services for treatment and care are an important emerging population and their specific needs should recognized. PMID:20626477

  10. 75 FR 1028 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-01-08

    ... Doc No: 2010-104] CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board AGENCY: Chemical Safety and Hazard Investigation Board. ACTION: Notice. SUMMARY: This notice... Chemical Safety and Hazard Investigation Board (CSB). DATES: Effective January 8, 2010. FOR...

  11. 77 FR 70779 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-11-27

    ... INVESTMENT BOARD Senior Executive Service Performance Review Board AGENCY: Federal Retirement Thrift Investment Board. ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Senior... appraisals, ratings, and bonuses, and other appropriate personnel actions for members of the Senior...

  12. 75 FR 76006 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-12-07

    ... INVESTMENT BOARD Senior Executive Service Performance Review Board AGENCY: Federal Retirement Thrift Investment Board. ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Senior... appraisals, ratings, and bonuses, and other appropriate personnel actions for members of the Senior...

  13. Managing the HRD Function and Service Quality: A Call for a New Approach.

    ERIC Educational Resources Information Center

    Mafi, Shirine L.

    2000-01-01

    Adapts the gap model (comparison of service recipients' attitudes before and after service delivery) into a human resource development (HRD) service management model. Delineates linkages among organizational mission, internal customers' mission, performance needs, and HRD mission. (SK)

  14. Procedures Performed by Emergency Medical Services in the United States.

    PubMed

    Carlson, Jestin N; Karns, Christopher; Mann, N Clay; E Jacobson, Karen; Dai, Mengtao; Colleran, Caroline; Wang, Henry E

    2016-01-01

    Emergency medical services (EMS) must provide a wide range of care for patients in the out-of-hospital setting. Although previous work has detailed that EMS providers rarely perform certain procedures, (e.g., endotracheal intubation) there are limited data detailing the frequency of procedures across the breadth of EMS providers' scope of practice. We sought to characterize procedures performed by EMS in the United States. We conducted an analysis of the 2011 National Emergency Medical Services Information System (NEMSIS) research data set, encompassing EMS emergency response data from 40 states and two territories. From these data, we report the number and incidence of EMS procedures. We also characterize procedures performed. There were 14,371,941 submitted EMS responses, of which 7,680,559 had complete information on procedures performed on adults. Of these, 4,206,360 EMS responses had procedures performed totaling 11,407,396 procedures. The most common procedures performed were peripheral venous access (28.4%), cardiac monitoring (16.1%) pulse oximetry (13.5%), and blood glucose analysis (10.4%). Procedures were performed most often in patients with traumatic injury (20.0%) followed by chest pain/discomfort (14.0%). Critical procedures (cardioversion, defibrillation, endotracheal intubation, etc.) were infrequently performed (n = 277,785, 2.4%). These data highlight the frequency with which EMS providers perform procedures across the United States. This may help to guide future EMS training and education efforts by highlighting the relative frequency and infrequency of specific procedures.

  15. Support of NASA quality requirements by defense contract administration services regions

    NASA Technical Reports Server (NTRS)

    Farrar, Hiram D.

    1966-01-01

    Defense Contract Administration Services Regions (DCASR) quality assurance personnel performing under NASA Letters of Delegation must work closely with the assigned technical representative of the NASA centers. It is realized that technical personnel from the NASA Centers cannot make on-site visits as frequently as they would like to. However, DCASR quality assurance personnel would know the assigned NASA technical representative and should contact him when problems arise. The technical representative is the expert on the hardware and should be consulted on any problem area. It is important that the DCASR quality assurance personnel recommend to the delegating NASA Center any new or improved methods of which they may be aware which would assist in achieving the desired quality and reliability in NASA hardware. NASA expects assignment of competent personnel in the Quality Assurance functional area and is not only buying the individual's technical skill, but also his experience. Suggestions by field personnel can many times up-grade the quality or the hardware.

  16. Strategies for establishing a comprehensive quality and performance improvement program in a radiology department.

    PubMed

    Kruskal, Jonathan B; Anderson, Stephan; Yam, Chun S; Sosna, Jacob

    2009-01-01

    To improve the safety and quality of the care that radiologists provide, and to allow radiologists and radiology personnel to remain competitive in an increasingly complex environment, it is essential that all imaging departments establish and maintain managed, comprehensive, and effective performance improvement programs. Although the structure and focus of these programs can vary, a number of common components exist, many of which are now widely mandated by organizations that regulate the field of radiology. Basic components include patient safety, process improvement, customer service, professional staff assessment, and education, each of which requires strategies for implementing continuous programs to monitor performance, analyzing and depicting data, implementing change, and meeting regulatory requirements. All of these components are part of a comprehensive quality management system in a large academic radiology department. For smaller departments or practices, the gradual introduction of one or more of these components is useful in ensuring the safety and quality of their services.

  17. Development of a business plan for women's health services, using Malcolm Baldrige Performance Excellence Criteria.

    PubMed

    Caramanica, L; Maxwell, S; Curry, S

    2000-06-01

    A new process for business planning at Hartford Hospital was needed to achieve critical business results. This article describes the Hospital's use of the Malcolm Baldrige Performance Excellence Criteria as a way to standardize and improve business planning. Women's Health Services is one of Hartford Hospital's "centers for excellence" and one of the first to use these criteria to improve its service. Staff learned how to build their business plan upon a set of core values and concepts such as customer-driven quality, leadership that sets high expectations, continuous improvement and learning, valuing employees, faster response to market demands, management by fact, and a long-range view of the future.

  18. 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.

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

    ERIC Educational Resources Information Center

    Burlington County Coll., Pemberton, NJ.

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

  20. Quality Assurance Strategy for Existing Homes. Final Quality Management Primer for High Performing Homes

    SciTech Connect

    Del Bianco, M.; Taggart, J.; Sikora, J.; Wood, A.

    2012-12-01

    This guide is designed to help Building America (BA) teams understand quality management and its role in transitioning from conventional to high performance home building and remodeling. It explains what quality means, the value of quality management systems, the unique need for QMS when building high performing homes, and the first steps to a implementing a comprehensive QMS. This document provides a framework and context for BA teams when they encounter builders and remodelers.

  1. Quality Assurance Strategy for Existing Homes: Final Quality Management Primer for High Performing Homes

    SciTech Connect

    Del Bianco, M.; Taggart, J.; Sikora, J.; Wood, A.

    2012-12-01

    This guide is designed to help Building America (BA) Teams understand quality management and its role in transitioning from conventional to high performance home building and remodeling. It explains what quality means, the value of quality management systems, the unique need for QMS when building high performing homes, and the first steps to a implementing a comprehensive QMS. This document provides a framework and context for BA teams when they encounter builders and remodelers.

  2. Linking water quality and well-being for improved assessment and valuation of ecosystem services.

    PubMed

    Keeler, Bonnie L; Polasky, Stephen; Brauman, Kate A; Johnson, Kris A; Finlay, Jacques C; O'Neill, Ann; Kovacs, Kent; Dalzell, Brent

    2012-11-06

    Despite broad recognition of the value of the goods and services provided by nature, existing tools for assessing and valuing ecosystem services often fall short of the needs and expectations of decision makers. Here we address one of the most important missing components in the current ecosystem services toolbox: a comprehensive and generalizable framework for describing and valuing water quality-related services. Water quality is often misrepresented as a final ecosystem service. We argue that it is actually an important contributor to many different services, from recreation to human health. We present a valuation approach for water quality-related services that is sensitive to different actions that affect water quality, identifies aquatic endpoints where the consequences of changing water quality on human well-being are realized, and recognizes the unique groups of beneficiaries affected by those changes. We describe the multiple biophysical and economic pathways that link actions to changes in water quality-related ecosystem goods and services and provide guidance to researchers interested in valuing these changes. Finally, we present a valuation template that integrates biophysical and economic models, links actions to changes in service provision and value estimates, and considers multiple sources of water quality-related ecosystem service values without double counting.

  3. Developing collective customer knowledge and service climate: The interaction between service-oriented high-performance work systems and service leadership.

    PubMed

    Jiang, Kaifeng; Chuang, Chih-Hsun; Chiao, Yu-Ching

    2015-07-01

    This study theorized and examined the influence of the interaction between Service-Oriented high-performance work systems (HPWSs) and service leadership on collective customer knowledge and service climate. Using a sample of 569 employees and 142 managers in footwear retail stores, we found that Service-Oriented HPWSs and service leadership reduced the influences of one another on collective customer knowledge and service climate, such that the positive influence of service leadership on collective customer knowledge and service climate was stronger when Service-Oriented HPWSs were lower than when they were higher or the positive influence of Service-Oriented HPWSs on collective customer knowledge and service climate was stronger when service leadership was lower than when it was higher. We further proposed and found that collective customer knowledge and service climate were positively related to objective financial outcomes through service performance. Implications for the literature and managerial practices are discussed.

  4. Satellite/Terrestrial Networks: End-to-End Communication Interoperability Quality of Service Experiments

    NASA Technical Reports Server (NTRS)

    Ivancic, William D.

    1998-01-01

    Various issues associated with satellite/terrestrial end-to-end communication interoperability are presented in viewgraph form. Specific topics include: 1) Quality of service; 2) ATM performance characteristics; 3) MPEG-2 transport stream mapping to AAL-5; 4) Observation and discussion of compressed video tests over ATM; 5) Digital video over satellites status; 6) Satellite link configurations; 7) MPEG-2 over ATM with binomial errors; 8) MPEG-2 over ATM channel characteristics; 8) MPEG-2 over ATM over emulated satellites; 9) MPEG-2 transport stream with errors; and a 10) Dual decoder test.

  5. Coal quality field test at Northeastern Unit 4 of Public Service Company of Oklahoma. Final report

    SciTech Connect

    Giovanni, D.V.; Carr, R.C.; Landham, E.C.; Frompovicz, Z.J.; Vitta, P.K.; Thompson, R.E.

    1995-10-01

    Two products of coal quality research at the Electric Power Research Institute (EPRI) are available for field evaluation: Coal Quality Impact Model (CQIM{trademark}), and Fireside Testing Guidelines (FTG). The CQIM is a computer program that may be tailored to simulate the performance characteristics of a coal-fired power plant. The FTG is a technical report that guides utilities in conducting field tests to gather performance data and quantify the technical and economic impacts of different coals. Moreover, the results from field tests may be utilized to validate and assess the applicability of the CQIM. Field tests were conducted at Public Service Company of Oklahoma`s Northeastern Unit 4 to evaluate the coal quality impacts of coal switching on boiler performance and emissions. Northeastern Unit 4 was designed to generate 445 M (net), but is frequently operated at loads up 480 NM. The boiler was manufactured by Combustion Engineering (CE) and is rated at 3,200,000 lb/hr steam flow at 1,005F and 3,500 psig. Design reheat steam temperature is also 1,005F. The unit is equipped with a Lodge-Cottrell cold-side electrostatic precipitator for particulate matter control. Comprehensive tests were conducted on all major equipment components, including the pulverizers, fans, combustion equipment, boiler heat transfer surfaces, air preheater, and electrostatic precipitator. The tests were conducted with a baseline, 100% Wyoming coal, and two coal blends: a 90% Wyoming/10% Oklahoma coal, and a 70% Wyoming/30% Oklahoma coal. The CQIM was configured to predict the performance of the unit when burning each coal. The work was sponsored by EPRI and the US Department of Energy, and Public Service Company of Oklahoma (PSO) was the host utility company. This report summarizes results from the field test program, including potential heat rate improvements that were identified, and the differences in unit operations and performance for the two coals.

  6. Effect of gasoline octane quality on vehicle acceleration performance

    SciTech Connect

    Not Available

    1991-07-01

    A study was conducted under the auspices of the Coordinating Research Council, Inc. (CRC) to assess the potential effects of gasoline octane quality on vehicle acceleration performance. Twelve participating laboratories, representing both the oil and the automotive industries, tested a total of 182 vehicles as part of the 1989 CRC Octane Number Requirement Survey. The vehicles consisted of 78 with electronic knock control systems and 104 without. All testing was performed using the 1989/1990 CRC FBRU fuel series. The results showed that acceleration performance of vehicles with knock sensors was significantly affected by gasoline octane quality. Octane effects on acceleration performance were most pronounced at maximum-throttle (detent) conditions and at octane levels below the vehicles' octane requirements; however, some knock-sensor vehicles did show improved acceleration performance with fuels at octane levels above the octane number requirement. Acceleration performance in non-knock sensor vehicles was unaffected by octane quality.

  7. 39 CFR 3055.1 - Annual reporting of service performance achievements.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Annual reporting of service performance achievements. 3055.1 Section 3055.1 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements §...

  8. 39 CFR 3055.2 - Contents of the annual report of service performance achievements.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Contents of the annual report of service performance achievements. 3055.2 Section 3055.2 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements §...

  9. 39 CFR 3055.30 - Periodic reporting of service performance achievements.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Periodic reporting of service performance achievements. 3055.30 Section 3055.30 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service Performance Achievements §...

  10. Evaluation of AL-FEC performance for IP television services QoS

    NASA Astrophysics Data System (ADS)

    Mammi, E.; Russo, G.; Neri, A.

    2010-01-01

    The IP television services quality is a critical issue because of the nature of transport infrastructure. Packet loss is the main cause of service degradation in such kind of network platforms. The use of forward error correction (FEC) techniques in the application layer (AL-FEC), between the source of TV service (video server) and the user terminal, seams to be an efficient strategy to counteract packet losses alternatively or in addiction to suitable traffic management policies (only feasible in "managed networks"). A number of AL-FEC techniques have been discussed in literature and proposed for inclusion in TV over IP international standards. In this paper a performance evaluation of the AL-FEC defined in SMPTE 2022-1 standard is presented. Different typical events occurring in IP networks causing different types (in terms of statistic distribution) of IP packet losses have been studied and AL-FEC performance to counteract these kind of losses have been evaluated. The performed analysis has been carried out in view of fulfilling the TV services QoS requirements that are usually very demanding. For managed networks, this paper envisages a strategy to combine the use of AL-FEC with the set-up of a transport quality based on FEC packets prioritization. Promising results regard this kind of strategy have been obtained.

  11. UK key performance indicators and quality assurance standards for colonoscopy

    PubMed Central

    Rees, Colin J; Thomas Gibson, Siwan; Rutter, Matt D; Baragwanath, Phil; Pullan, Rupert; Feeney, Mark; Haslam, Neil

    2016-01-01

    Colonoscopy should be delivered by endoscopists performing high quality procedures. The British Society of Gastroenterology, the UK Joint Advisory Group on GI Endoscopy, and the Association of Coloproctology of Great Britain and Ireland have developed quality assurance measures and key performance indicators for the delivery of colonoscopy within the UK. This document sets minimal standards for delivery of procedures along with aspirational targets that all endoscopists should aim for. PMID:27531829

  12. 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)

  13. Successful outsourcing: improving quality of life through integrated support services.

    PubMed

    Bates, Jason; Sharratt, Martin; King, John

    2014-01-01

    This article examines the way that non-clinical support services are provided in healthcare settings through outsourcing partnerships. The integrated support services model and benefits to patient experience and safety as well as organizational efficiency and effectiveness are explored through an examination of services at a busy urban community hospital.

  14. 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…

  15. Patient satisfaction and service quality in the formation of customers' future purchase intentions in competitive health service settings.

    PubMed

    Baker, T L; Taylor, S A

    1997-01-01

    The following study provides evidence that the relationship between quality perceptions and satisfaction judgements in the formation of future purchase intentions may be very different in health service settings relative to other service settings. The study investigates Taylor and Baker's (1994) assertion that satisfaction judgements moderate the quality-->purchase intention relationship by testing the research model in both for-profit and not-for-profit hospital settings. The results of this study first support the growing view that satisfaction judgements are more closely related to outcome behaviors than quality perceptions in hospital settings. The results further support the assertion that the formation of important consumer outcomes, such as future purchase intentions, appears to be different for health services. Thus, health service managers are cautioned to empirically test models in the literature specific to their own competitive setting. The managerial and research implications of the reported study are presented and discussed.

  16. Student and Faculty Perceptions of Service Quality: The Moderating Role of the Institutional Aspects

    ERIC Educational Resources Information Center

    Duževic, Ines; Ceh Casni, Anita

    2015-01-01

    The purpose of this study was to explore key attributes of service quality in the Croatian higher education system. In particular, the study aims to compare student and faculty perceptions of service quality and to identify institutional aspects that may affect the perceptions of these two customers. Principal component analysis is used to define…

  17. e-GovQual: A Multiple-Item Scale for Assessing e-Government Service Quality

    ERIC Educational Resources Information Center

    Papadomichelaki, Xenia; Mentzas, Gregoris

    2012-01-01

    A critical element in the evolution of governmental services through the internet is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online. Citizen assessment is built on defining quality, identifying underlying dimensions, and…

  18. A Statistical Analysis of Education Service Quality Dimensions on Business School Students' Satisfaction

    ERIC Educational Resources Information Center

    Seng, Ernest Lim Kok; Ling, Tan Pei

    2013-01-01

    This study aims to investigate student satisfaction on quality education services provided by institutions of higher learning in Malaysia. Their level of satisfaction based primarily on the data collected through five dimensions of education service quality. A random sample of 250 students studying in an institution of higher learning was selected…

  19. Ghostwriters Guaranteeing Grades? The Quality of Online Ghostwriting Services Available to Tertiary Students in Australia

    ERIC Educational Resources Information Center

    Lines, Lisa

    2016-01-01

    Ghostwriting is difficult to detect, it has the potential to be high quality, and universities do not currently have adequate policies in place to police it. Determining the quality of the ghostwriting services available to tertiary students is of vital importance because underestimating the potential for students to use these services to pass…

  20. Specific Remedy for Specific Problem: Measuring Service Quality in South African Higher Education

    ERIC Educational Resources Information Center

    de Jager, Johan; Gbadamosi, Gbolahan

    2010-01-01

    This study commences a process of developing a scale for the measurement of service quality in higher education in South Africa and also examines the relationship between the measures of service quality on the one hand and some other related variables such as intention to leave the university, trust in management of the university and the overall…

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

    ERIC Educational Resources Information Center

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

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

  2. A model of service quality perceptions and health care consumer behavior.

    PubMed

    O'Connor, S J; Shewchuk, R M; Bowers, M R

    1991-01-01

    Analysis of covariance structures (LISREL) was used to examine the influence of consumer held perceptions of service quality on consumer satisfaction and intentions to return. Results indicate that service quality is a significant predictor of consumer satisfaction which, in turn, predicts intention to return. Health care marketing implications are discussed.

  3. Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website

    ERIC Educational Resources Information Center

    Jeon, Myunghee

    2009-01-01

    Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

  4. Effect of E-Service Quality on Customer Online Repurchase Intentions

    ERIC Educational Resources Information Center

    Liu, Tung-Hsuan

    2012-01-01

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

  5. "Zones of Tolerance" in Perceptions of Library Service Quality: A LibQUAL+[TM] Study.

    ERIC Educational Resources Information Center

    Cook, Colleen; Heath, Fred M.; Thompson, Bruce

    2003-01-01

    One of the two major ways of interpreting LibQUAL+[TM] data involves placing perceived service quality ratings within "zones of tolerance" defined as the distances between minimally-acceptable and desired service quality levels. This study compared zones of tolerance on the 25 LibQUAL+[TM] items across undergraduate, graduate student and…

  6. Performance evaluation of recommendation algorithms on Internet of Things services

    NASA Astrophysics Data System (ADS)

    Mashal, Ibrahim; Alsaryrah, Osama; Chung, Tein-Yaw

    2016-06-01

    Internet of Things (IoT) is the next wave of industry revolution that will initiate many services, such as personal health care and green energy monitoring, which people may subscribe for their convenience. Recommending IoT services to the users based on objects they own will become very crucial for the success of IoT. In this work, we introduce the concept of service recommender systems in IoT by a formal model. As a first attempt in this direction, we have proposed a hyper-graph model for IoT recommender system in which each hyper-edge connects users, objects, and services. Next, we studied the usefulness of traditional recommendation schemes and their hybrid approaches on IoT service recommendation (IoTSRS) based on existing well known metrics. The preliminary results show that existing approaches perform reasonably well but further extension is required for IoTSRS. Several challenges were discussed to point out the direction of future development in IoTSR.

  7. The Mediating Effect of Innovation between Total Quality Management (TQM) and Business Performance

    NASA Astrophysics Data System (ADS)

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

    2016-11-01

    Both TQM and Innovation are the competitive key factors that intensely embedded into organizational products, service and process. In order to achieve higher business performance, organizations are needed to adopt both quality and innovation. Therefore, the main objective of this paper is to identify the relationship between TQM and business performance with a mediator's effect of Innovation. After detailed review the extensive literature, a new TQM model is presented. The proposed model integrates the TQM practices and different type of innovation attempt to develop a theoretical knowledge to help academician and manufacturer to understand the relationship that design quality in product and service and engaging innovation in the activities. To this end, the SEM-PLS (Structural Equation Modelling - Partial Least Squares Structural) is used to identify and evaluate the relationship among TQM, Innovation and business performance in establishing a new TQM model.

  8. Assessing the Effects of Service Quality of Government and Student Satisfaction in Education’s Field

    NASA Astrophysics Data System (ADS)

    Purwaningsih, D.

    2017-03-01

    The aim of the research is to analyze how the service quality of Indonesian government affect student’s satisfaction in the education field. Data collection was conducted in September 2016 through distributing questionnaires to 132 students at private universities in south Tangerang city. Sampling used incidental sampling method, while data analysis is descriptive, qualitative and quantitative, which were analyzed with the Importance Performance Analysis. The survey results revealed that the satisfaction level of the students of South Tangerang good enough to service of the Government in higher education sector with a value of 83.61 using Customer Satisfaction Index (CSI). Nevertheless, there are several factors that should be prioritized for immediate enhanced, namely: government’s ability to respond effectively to solve the problems in the academic world, fairness of the government in providing assistance to both state and private universities and attention of the government to higher education.

  9. Measuring the Quality of the u-Learning Service Using the Zone of Tolerance SERVQUAL

    NASA Astrophysics Data System (ADS)

    Kim, Seong Jin; Park, Keon Chul; Seo, Hyun Sik; Lee, Bong Gyou

    The purpose of this study is to analyze diverse factors that affect service quality of Digital textbook service. The ZOT(Zone of Tolerance) SERVQUAL has been applied to develop the research model. Users of the Digital textbook service were selected as subjects for the sample frame. A total of 115 surveys from over 112 schools were collected and used as data for analysis. Results of the survey by SPSS Win Ver. 12.0 showed that the perceived level of service quality in terms of reliability is particularly low, and is quite different from adequate quality. This paper suggests useful guidelines to education providers for improving their public u-Learning environment.

  10. Recommended procedures for performance testing of radiobioassay laboratories: Volume 1, Quality assurance. [Contains Glossary

    SciTech Connect

    Fenrick, H.W.; MacLellan, J.A.

    1988-11-01

    Draft American National Standards Institute (ANSI) Standard N13.30 (Performance Criteria for Radiobioassay) was developed in response to a concern expressed by the US Department of Energy and US Nuclear Regulatory Commission to help ensure that bioassay laboratories provide accurate and consistent results. The draft standard specifies the criteria for defining the procedures necessary to establish a bioassay performance-testing laboratory and program. The testing laboratory will conduct tests to evaluate the performance of service laboratories. Pacific Northwest Laboratory helped define responsibilities and develop procedures as part of an effort to evaluate the draft ANSI N13.30 performance criteria for quality assurance at bioassay laboratories. This report recommends elements of quality assurance and quality control responsibilities for the bioassay performance-testing laboratory program, including the qualification and performance of personnel and the calibration, certification, and performance of equipment. The data base and recommended records system for documenting radiobioassay performance at the service laboratories are also presented. 15 refs.

  11. Thyroid cancer radioiodine therapy: health service performance and radiation safety.

    PubMed

    Vogiatzi, S; Liossis, A; Lamprinakou, M

    2015-07-01

    Greek Atomic Energy Commission collected data related to radioiodine I-131 therapy (RAIT) delivery to differentiated thyroid carcinoma patients, for the period 2003-13, corresponding to 100 % of hospitals at national level. Radiation safety and health service performance outcome indicators were assessed. The numbers of hospitals and nuclear medicine (NM) therapy wards, as well as RAIT annual frequencies, have increased. Geographical inhomogeneous distribution of existing infrastructure is recorded. In some cases, the observed inefficient use of NM therapy wards seems to be due to lack of human resources (e.g. nurses). Regular assessment of appropriate key indicators could serve as a useful tool for radiation safety monitoring and health service performance improvement.

  12. Quality systems in automated plateletpheresis in hospital-based blood transfusion service in north India.

    PubMed

    Chaudhary, Rajendra; Sekhar Das, Sudipta; Agarwal, Prashant; Shanker Shukla, Jai

    2005-07-01

    The issues of providing quality blood products and maintaining donor safety are primary aims of blood transfusion services. A comprehensive quality system should be in place to fulfill these aims, which can be attained through strict adherence to the established standard operating procedures (SOPs). The Drugs and Cosmetics Act of India, which controls the licensing of blood transfusion services, does not provide clear guidelines regarding plateletpheresis procedure. We, therefore, established our own SOP and operational flow chart for plateletpheresis that can be easily followed by other centers in India. A total of 100 plateletpheresis procedures performed using two cell separators (CS3000 Baxter Healthcare, Round Lake, IL; MCS3p, Haemonetics Corporation, Braintree, MA) were evaluated following our established SOP. The mean platelet yield in CS3000 was 2.9 +/- 0.84 x 10(11) and in MCS3p it was 2.88 +/- 0.75 x 10(11)per unit. However, only 4-7% of SDPs showed WBC levels <5 x 10(6) due to lack of appropriate methods to quantitate residual WBC counts. Six of 100 donors complained of hypocalcemic symptoms. The operational flow chart designed in this study was found to be simple and easy to adapt by blood transfusion services in this country.

  13. How and when service quality and satisfaction simultaneously influence purchase intentions?

    PubMed

    Huang, Yu-Ying; Li, Shyh-Jane; Yang, Miles M

    2011-08-01

    Th e purpose of this study is to examine how and when service quality and satisfaction simultaneously influence purchase intentions. The study tries to explore and clarify the relationship between service quality and satisfaction, and to examine whether satisfaction simultaneously moderates and mediates the relationship between perceived service quality and purchase intentions. A field survey was conducted for the outpatients of 12 regional hospitals in Taiwan. The findings show that the effects of different dimensions of service quality on purchase intentions are not equal across satisfied and unsatisfied patients. This study provides empirical evidence that show how the dual roles of the moderator and mediator manipulated together by satisfaction, work to affect purchase intentions in hospital settings. In addition, the relationships between service quality and satisfaction are also clarified.

  14. How Personality Traits and Job Satisfaction Influence Service Quality in Housing Agencies

    ERIC Educational Resources Information Center

    Robinson, Donna E.

    2010-01-01

    Human service organizations are intended to stabilize low-income families and promote self-sufficiency by providing much needed services and benefits. Recipients, however, often do not get everything they need in terms of either benefits or service quality. Understandably, clients want the help they are entitled to and promised from providers who…

  15. Perceptions of the Scope and Quality of Student Services Functions in Two-Year Colleges.

    ERIC Educational Resources Information Center

    Mattox, Ronald E.; Creamer, Don G.

    1998-01-01

    Assesses the perceptions of chief student services officers from 172 public two-year colleges regarding student services provided in 1994. Indicates that both large and small colleges reported the quality of their services as average to slightly above average, an improvement over perceptions reported in the 1965 Carnegie Foundation study. Contains…

  16. Statistics, Measures, and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures.

    ERIC Educational Resources Information Center

    McClure, Charles R.; Lankes, R. David; Gross, Melissa; Choltco-Devlin, Beverly

    This manual is a first effort to begin to identify, describe, and develop procedures for assessing various aspects of digital reference service. Its overall purpose is to improve the quality of digital reference services and assist librarians to design and implement better digital reference services. More specifically, its aim is to: assist…

  17. A directory service for configuring high-performance distributed computations

    SciTech Connect

    Fitzgerald, S.; Kesselman, C.; Foster, I.

    1997-08-01

    High-performance execution in distributed computing environments often requires careful selection and configuration not only of computers, networks, and other resources but also of the protocols and algorithms used by applications. Selection and configuration in turn require access to accurate, up-to-date information on the structure and state of available resources. Unfortunately, no standard mechanism exists for organizing or accessing such information. Consequently, different tools and applications adopt ad hoc mechanisms, or they compromise their portability and performance by using default configurations. We propose a Metacomputing Directory Service that provides efficient and scalable access to diverse, dynamic, and distributed information about resource structure and state. We define an extensible data model to represent required information and present a scalable, high-performance, distributed implementation. The data representation and application programming interface are adopted from the Lightweight Directory Access Protocol; the data model and implementation are new. We use the Globus distributed computing toolkit to illustrate how this directory service enables the development of more flexible and efficient distributed computing services and applications.

  18. Critical factors for assessing service quality of online pharmacies: a research framework.

    PubMed

    Lin, Binshan; Hsieh, Chang-tseh

    2006-01-01

    There is a rapid growth of research on the online pharmacy and applications of the internet to pharmaceutical services. Increased data access to the general public has given rise to a class of sophisticated pharmaceutical consumers. With experienced and sophisticated consumers, rendering quality service is a key for online pharmacies. This paper identifies several key dimensions of service quality with a research framework for guiding online pharmacy systems' development and evaluation.

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

    PubMed

    Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

    2015-03-01

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

  20. Estimating the cost of improving service quality in water supply: A shadow price approach for England and wales.

    PubMed

    Molinos-Senante, María; Maziotis, Alexandros; Sala-Garrido, Ramón

    2016-01-01

    Service quality to customers is an aspect that cannot be ignored in the performance assessment of water companies. Nowadays water regulators introduce awards or penalties to incentivize companies to improve service quality to customers when setting prices. In this study, the directional distance function is employed to estimate the shadow prices of variables indicating the lack of service quality to customers in the water industry i.e., written complaints, unplanned interruptions and properties below the reference level. To calculate the shadow price of each undesirable output for each water company, it is needed to ascribe a reference price for the desirable output which is the volume of water delivered. An empirical application is carried out for water companies in England and Wales. Hence, the shadow price of each undesirable output is expressed both as a percentage of the price of the desirable output and in pence per cubic meter of water delivered The estimated results indicate that on average, each additional written complaint that needs to be dealt with by the water company includes a service quality cost of 0.399p/m(3). As expected, when looking at the other service quality variables which involve network repair or replacement, these values are considerably higher. On average, the water company must spend an extra 0.622p/m(3) to prevent one unplanned interruption and 0.702p/m(3) to avoid one water pressure below the reference level. The findings of this study are of great importance for regulated companies and regulators as it has been illustrated that improvements in the service quality in terms of customer service could be challenging and therefore ongoing investments will be required to address these issues.

  1. [SOROKA UNIVERSITY MEDICAL CENTER: THE ROAD TO LEADERSHIP IN QUALITY OF MEDICAL CARE, SERVICE AND RESEARCH].

    PubMed

    Davidson, Ehud; Sheiner, Eyal

    2016-02-01

    Soroka University Medical Center is a tertiary hospital, and the sole medical center in the Negev, the southern part of Israel. Soroka has invested in quality, service and research. The region has developed joint programs in order to advance the quality of medical care whilst optimizing the utilization of available resources. In this editorial we describe the path to leadership in quality of medical care, service and research.

  2. Hydrologic and water quality models: Performance measures and evaluation criteria

    Technology Transfer Automated Retrieval System (TEKTRAN)

    Performance measures and corresponding criteria constitute an important aspect of calibration and validation of any hydrological and water quality (H/WQ) model. As new and improved methods and information are developed, it is essential that performance measures and criteria be updated. Therefore, th...

  3. Performances and recent evolutions of EMSC Real Time Information services

    NASA Astrophysics Data System (ADS)

    Mazet-Roux, G.; Godey, S.; Bossu, R.

    2009-04-01

    The EMSC (http://www.emsc-csem.org) operates Real Time Earthquake Information services for the public and the scientific community which aim at providing rapid and reliable information on the seismic-ity of the Euro-Mediterranean region and on significant earthquakes worldwide. These services are based on parametric data rapidly provided by 66 seismological networks which are automatically merged and processed at EMSC. A web page which is updated every minute displays a list and a map of the latest earthquakes as well as additional information like location maps, moment tensors solutions or past regional seismicity. Since 2004, the performances and the popularity of these services have dramatically increased. The number of messages received from the contributors and the number of published events have been multiplied by 2 since 2004 and by 1.6 since 2005 respectively. The web traffic and the numbers of users of the Earthquake Notification Service (ENS) have been multiplied by 15 and 7 respectively. In terms of performances of the ENS, the median dissemination time for Euro-Med events is minutes in 2008. In order to further improve its performances and especially the speed and robustness of the reception of real time data, EMSC has recently implemented a software named QWIDS (Quake Watch Information Distribution System) which provides a quick and robust data exchange system through permanent TCP connections. At the difference with emails that can sometimes be delayed or lost, QWIDS is an actual real time communication system that ensures the data delivery. In terms of hardware, EMSC imple-mented a high availability, dynamic load balancing, redundant and scalable web servers infrastructure, composed of two SUN T2000 and one F5 BIG-IP switch. This will allow coping with constantly increas-ing web traffic and the occurrence of huge peaks of traffic after widely felt earthquakes.

  4. Sanitary quality, occurrence and identification of Staphylococcus sp. in food services.

    PubMed

    de Mello, Jozi Fagundes; da Rocha, Laura Braga; Lopes, Ester Souza; Frazzon, Jeverson; da Costa, Marisa

    2014-01-01

    Sanitary conditions are essential for the production of meals and control of the presence of pathogensis important to guarantee the health of customers. The aim of this study was to evaluate the sanitary quality of food services by checking the presence of thermotolerant coliforms, Staphylococcus sp. and evaluate the toxigenic potential from the latter. The analysis was performed on water, surfaces, equipment, ready-to-eat foods, hands and nasal cavity of handlers in seven food services. The water used in food services proved to be suitable for the production of meals. Most food, equipment and surfaces showed poor sanitary conditions due to the presence of thermotolerant coliforms (60.6%). Twenty-six Staphylococcus species were identified from the 121 Staphylococcus isolates tested. Staphylococci coagulase-negative species were predominant in the foods, equipment and surfaces. In food handlers and foods, the predominant species was Staphylococcus epidermidis. Twelve different genotypes were found after PCR for the classical enterotoxin genes. The seb gene (19.8%) was the most prevalent among all Staphylococcus sp. Both coagulase-positive and coagulase-negative Staphylococci showed some of the genes of the enterotoxins tested. We conclude that there are hygienic and sanitary deficiencies in the food services analyzed. Although coagulase-positive Staphylococci have not been present in foods there is a wide dispersion of enterotoxigenic coagulase-negative Staphylococci in the environment and in the foods analyzed, indicating a risk to consumer health.

  5. E-Service Quality in Higher Education and Frequency of Use of the Service

    ERIC Educational Resources Information Center

    Kim-Soon, Ng; Rahman, Abd; Ahmed, Muhudin

    2014-01-01

    Universities have been at the forefront of online service provision. Regular evaluations and appraisals of its e-services provided to students are regularly improvised to keep pace with the rapid changes of learning technology and competitiveness of its services provided. There is a dread of research works investigating e-service quality…

  6. 39 CFR 3055.31 - Contents of the Quarterly Report of service performance achievements.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Contents of the Quarterly Report of service performance achievements. 3055.31 Section 3055.31 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service...

  7. Patients' perceptions of service quality dimensions: an empirical examination of health care in New Zealand.

    PubMed

    Clemes, M D; Ozanne, L K; Laurensen, W L

    2001-01-01

    The 1984 liberalization of the New Zealand economy has resulted in a health care sector that has become very competitive (Zwier and Clarke, 1999). The private sector is now able to supply health care services and, as a result, a greater value is being placed on patient satisfaction (Zwier and Clarke, 1999). However, despite the increasing focus on customer satisfaction, research into health care patients' perceptions of the dimensions of service quality is scarce. This can be problematic, as quality of care is an essential issue in the strategic marketing of health care services (Turner and Pol, 1995). This study takes a step towards addressing this deficiency by identifying patients' perceptions of the dimensions of service quality in health care. The findings of this study are based on the empirical analysis of a sample of 389 respondents interviewed by telephone. The findings indicate that the service quality dimensions identified in this health care specific study differ in number and dimensional structure from the widely adopted service quality dimensions first identified by Parasuraman, Berry and Zeithaml (1988): reliability, responsiveness, assurance, empathy and tangibles. The service quality dimensions identified in this study were: reliability, tangibles, assurance, empathy, food, access, outcome, admission, discharge and responsiveness. In addition, health care patients perceive the service quality dimensions relating to the core product in health care delivery (for example, outcome and reliability) as more important than the service quality dimensions relating to the peripheral product in health care delivery (for example, food, access and tangibles). Finally, the results of this study suggest that patients with different geographic, demographic, and behavioristic characteristics have different needs and wants during health care delivery and therefore perceive different service quality dimensions as important.

  8. Dynamic quality of service differentiation using fixed code weight in optical CDMA networks

    NASA Astrophysics Data System (ADS)

    Kakaee, Majid H.; Essa, Shawnim I.; Abd, Thanaa H.; Seyedzadeh, Saleh

    2015-11-01

    The emergence of network-driven applications, such as internet, video conferencing, and online gaming, brings in the need for a network the environments with capability of providing diverse Quality of Services (QoS). In this paper, a new code family of novel spreading sequences, called a Multi-Service (MS) code, has been constructed to support multiple services in Optical- Code Division Multiple Access (CDMA) system. The proposed method uses fixed weight for all services, however reducing the interfering codewords for the users requiring higher QoS. The performance of the proposed code is demonstrated using mathematical analysis. It shown that the total number of served users with satisfactory BER of 10-9 using NB=2 is 82, while they are only 36 and 10 when NB=3 and 4 respectively. The developed MS code is compared with variable-weight codes such as Variable Weight-Khazani Syed (VW-KS) and Multi-Weight-Random Diagonal (MW-RD). Different numbers of basic users (NB) are used to support triple-play services (audio, data and video) with different QoS requirements. Furthermore, reference to the BER of 10-12, 10-9, and 10-3 for video, data and audio, respectively, the system can support up to 45 total users. Hence, results show that the technique can clearly provide a relative QoS differentiation with lower value of basic users can support larger number of subscribers as well as better performance in terms of acceptable BER of 10-9 at fixed code weight.

  9. Optimizing 3D image quality and performance for stereoscopic gaming

    NASA Astrophysics Data System (ADS)

    Flack, Julien; Sanderson, Hugh; Pegg, Steven; Kwok, Simon; Paterson, Daniel

    2009-02-01

    The successful introduction of stereoscopic TV systems, such as Samsung's 3D Ready Plasma, requires high quality 3D content to be commercially available to the consumer. Console and PC games provide the most readily accessible source of high quality 3D content. This paper describes innovative developments in a generic, PC-based game driver architecture that addresses the two key issues affecting 3D gaming: quality and speed. At the heart of the quality issue are the same considerations that studios face producing stereoscopic renders from CG movies: how best to perform the mapping from a geometric CG environment into the stereoscopic display volume. The major difference being that for game drivers this mapping cannot be choreographed by hand but must be automatically calculated in real-time without significant impact on performance. Performance is a critical issue when dealing with gaming. Stereoscopic gaming has traditionally meant rendering the scene twice with the associated performance overhead. An alternative approach is to render the scene from one virtual camera position and use information from the z-buffer to generate a stereo pair using Depth-Image-Based Rendering (DIBR). We analyze this trade-off in more detail and provide some results relating to both 3D image quality and render performance.

  10. Measuring Service Quality in Recreational Programs with SERVQUAL.

    ERIC Educational Resources Information Center

    Bauch, Joel R.

    Many directors of college recreational programs are feeling pressure for increased accountability in the face of shrinking financial resources and increased demand for services. One method of providing that accountability and learning about the strengths and weaknesses of services offered is by assessing the level of client satisfaction. Developed…

  11. [Quality control of capillary blood measurements in clinical services: follow up by the biologist].

    PubMed

    Desjobert, H; Durand, G; Chérubin, N; Le Moël, G

    2001-04-01

    In Bichat-Claude Bernard Hospital, the study of capillary glucose analyzers in the aim of uniformizing the selection of glucose meters, has shown the relevance of a standardized handling in order to obtain clinically interpretable results. It has been necessary to implement a quality follow up by the biologist. In the first stage, the biochemistry laboratory, with the clinical service supervisor and the supplier, has assured the training of the medical staff habilitated to use the meters and to carry out a quality control. In the second stage, the biologist implemented a monthly control on a total blood control sample, the stability of which has been checked after the necessary addition of glucose. Dosing of that sample, which is used as an external control, is carried out in parallel by the QID Precision glucose analyzer (Abbott) and by the portable Hemocue B Glucose (Vermed), which is selected as a comparison standard. This allows a monthly control of the accuracy of the meter. The condition of the equipment, as well as the weekly control follow up, validated by the nurse, is registered on a sheet prepared by the biologist. In partnership with Vermed, we have developed a processing software of the data stored in the Hemocue, allowing the automatic issue of a report summarizing the equipment condition and the data of weekly and monthly controls follow up. This report, signed by the biologist, is sent to every Service Manager and Supervising Nurse. On the basis of our one year experience, this practice has generated an efficient collaboration between the clinical services and the biochemistry laboratory, allowing to keep the quality of the capillary glucose measurements performed in inpatients.

  12. Improving service quality in NHS Trust hospitals: lessons from the hotel sector.

    PubMed

    Desombre, T; Eccles, G

    1998-01-01

    This article looks to review recent practice undertaken within the UK hotel sector to improve customer service, and suggests ideals that could be implemented within National Health (NHS) Trust hospitals. At a time of increasing competition, hotel firms are using service enhancement as a means to gain competitive advantage, and therefore developing a range of techniques to measure levels of service quality improvement. With continued change in the health service, where greater focus now lies with patient satisfaction, so there is a requirement for managers to adapt techniques presently being offered in other service industries to improve levels of customer service and ensure patients are targeted to define their levels of satisfaction.

  13. Data collection automation and total quality management: case studies in the health-service industry.

    PubMed

    Smith, Alan D; Offodile, O Felix

    2008-01-01

    The limitations, immeasurable, and seemly unquantifiable aspects of the healthcare service industry, make it imperative that quality assurance programs include total quality management (TQM) and automatic identification and data capture (AIDC)-related technologies. Most of standards used in TQM and AIDC require data, to measure improvement and achieve standardization. Major difference between managing a service firm and managing a product-manufacturing firm is the difficulty of achieving consistently high quality. Examination of two different healthcare service providers in the Pittsburgh, Pennsylvania area offers different views as to the implementation and practice of total quality management techniques and AIDC integration. Since the healthcare service industry must take into account its high customization needs, there are positive steps to make the hospital structure itself more patient friendly and quality related; hence improving its heath-marketing strategies to the general public.

  14. 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.

  15. 77 FR 66663 - Senior Executive Service; Combined Performance Review Board (PRB)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-11-06

    ... Financial Management Service Senior Executive Service; Combined Performance Review Board (PRB) AGENCY: Treasury Department, Financial Management Service (FMS). ACTION: Notice of members of Combined Performance... Performance Review Board (PRB) for the Bureau of the Public Debt (BPD), the Financial Management Service...

  16. SLA-constrained service selection for minimizing costs of providing composite cloud services under stochastic runtime performance.

    PubMed

    Huang, Kuo-Chan; Tsai, Mu-Jung; Lu, Sin-Ji; Hung, Chun-Hao

    2016-01-01

    Composite cloud services based on the methodologies of Software as a Service and Service-Oriented Architecture are transforming how people develop and use software. Cloud service providers are confronting the service selection problem when composing composite cloud services. This paper deals with an important type of service selection problem, minimizing the total cost of providing a composite cloud service with respect to the constraints of service level agreement (SLA). Two types of SLA are considered in the study: per-request-based SLA and ratio-based SLA. We present three service selection approaches for dynamic cloud environments where services' performance might vary with time. The first two are iterative compound approaches for per-request-based SLA and the third approach is a one-step method for ratio-based SLA based on the Chebyshev's theorem and nonlinear programming. Experimental results show that our approaches outperform the previous method significantly in terms of total cost reduction.

  17. Quality of assistance provided to children with sickle cell disease by primary healthcare services

    PubMed Central

    Gomes, Ludmila Mourão Xavier; Reis, Tatiana Carvalho; Vieira, Magda Mendes; de Andrade-Barbosa, Thiago Luis; Caldeira, Antônio Prates

    2011-01-01

    Objective To evaluate the quality of healthcare provided to sickle cell disease children by primary healthcare services in a region of high prevalence. Methods A cross-sectional, descriptive study was performed by interviewing members of families with sickle cell disease children. The children had been identified from the Neonatal Screening Program in Minas Gerais state over the last 12 years in towns of the Montes Claros-Bocaiuva microregion. A structured questionnaire specially developed for this study and based on three axes was used: indicators of the child's health (immunization, growth and development, prophylaxis antibiotic therapy), perception of care by the family (health education and accessibility) and knowledge of the family about the disease. Results Sixty-three of 71 families with children identified as having sickle cell disease were interviewed. The predominant genotypes were Hb SS (44.4%) and Hb SC (41.2%). Adequate monitoring of growth and development was recorded for the first year of life in 23 children (36.6%) and for the second year of life in 18 children (28.6%). The basic vaccination schedule was completed by 44 children (69.8%) but 62 vaccination record cards (98.4%) identified delays of special vaccines. Regular use of prophylactic penicillin was reported by 55 caregivers (87.3%). The family's perception of the care provided suggests poor accessibility to health services and lack of opportunities to answer doubts. The average performance of families in knowledge testing was 59.8%. Conclusion The quality of healthcare is unsatisfactory. The care provided to children with sickle cell disease in primary healthcare services needs improvements. PMID:23049319

  18. An integrated model for continuous quality improvement and productivity improvement in health services organizations.

    PubMed

    Rakich, J S; Darr, K; Longest, B B

    1993-01-01

    The health services paradigm with respect to quality has shifted to that of conformance to requirements (the absence of defects) and fitness for use (meeting customer expectations and needs). This article presents an integrated model of continuous quality improvement (CQI) (often referred to as total quality management) and productivity improvement for health services organizations. It incorporates input-output theory and focuses on the CQI challenge--"How can we be certain that we do the right things right the first time, every time?" The twin pillars of CQI are presented. Achievement of both will result in productivity improvement and enhancement of the health services organization's competitive position.

  19. The behavioral consequences of service quality: an empirical study in the Chinese retail pharmacy industry.

    PubMed

    Chen, Yuwen; Fu, Frank Q

    2015-01-01

    This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting.

  20. Explaining women's high satisfaction with objectively poor quality childbirth services: Armenia as a case study.

    PubMed

    Grigoryan, Ruzanna; Thompson, Michael E; Crape, Byron; Hekimian, Kim

    2015-01-01

    Despite documented low-quality care in Armenia, surveys document high ratings of patient satisfaction with health care services. We explored reasons for high satisfaction in Armenia despite poor quality. Twenty-five women who recently delivered participated in this qualitative study through in-depth interviews. Patients avoided critiquing health care services because of personal relationships with and respect for providers and fear of losing services. Although they shared an understanding of what quality care should be, many were satisfied because their low expectations were met. Further mixed methods research may explain this dissonance. Until then, patient satisfaction measures need careful, contextual interpretations.

  1. Product Performance and Servicing: An Examination of Consumer Problems and Business Responses. Report of the Sub-Council on Performance and Service of the National Business Council for Consumer Affairs.

    ERIC Educational Resources Information Center

    National Business Council for Consumer Affairs, Washington, DC.

    This report discusses consumer and corporate problems associated with product performance and servicing of consumer durables (such as automobiles, large and small appliances, and televisions and phonographs), and outlines action which should be taken by manufacturers, trade and professional associations, and government to assure quality and…

  2. Improving interprofessional collaboration in a community setting: relationships with burnout, engagement and service quality.

    PubMed

    Martinussen, Monica; Adolfsen, Frode; Lauritzen, Camilla; Richardsen, Astrid Marie

    2012-05-01

    The main purpose of this study was, firstly, to evaluate the effect of an intervention aimed at improving interprofessional collaboration and service quality, and secondly, to examine if collaboration could predict burnout, engagement and service quality among human service professionals working with children and adolescents. The intervention included the establishment of local interprofessional teams and offering courses. The sample was recruited from six different small municipalities in Northern Norway (N = 93) and a comparison group from four similar municipalities (N = 58). Participation in the project increased the level of collaboration in the intervention group significantly (Hedges' g = 0.36), but not the perceived level of service quality. Hierarchical regression analyses were used to test a model for predicting burnout, engagement and perceived service quality using work-related factors, including collaboration as predictors. Both burnout and engagement were predicted by job demands and resources after controlling for demographic variables and participation in the project. Service quality was mostly predicted by collaboration. Increasing collaboration seems possible by introducing practice-based changes; however, this intervention did not have the desired effect on perceived service quality.

  3. Clients' perceptions of service quality and satisfaction at their initial Title X family planning visit.

    PubMed

    Pilgrim, Nanlesta A; Cardona, Kathleen M; Pinder, Evette; Sonenstein, Freya L

    2014-01-01

    Family planning service quality and clients' satisfaction with services are important determinants of clients' contraceptive use and continuation. We examine women's experiences at family planning clinics on a range of dimensions, including patient-centered communication (PCC), and identify experiences associated with higher ratings of service quality and satisfaction. New female clients (n = 748), ages 18-35 years, from clinics in three major metropolitan areas completed computer-administered interviews between 2008 and 2009. Factors associated with primary outcomes of service quality and satisfaction were assessed using multinomial and ordinary logistic regression, respectively. Higher scores on a Clinician-Client Centeredness Scale, measuring whether clinicians were respectful, listened, and provided thoughtful explanations, were associated with perceptions of good quality care and being very satisfied. Higher scores on a Clinic Discomfort Scale, measuring staff and waiting-room experiences, were associated with reduced satisfaction. Clients' interactions with clinicians, especially PCC, influence their perceptions of service quality, whereas their satisfaction with services is also influenced by the facility environment. These measures are adaptable for agencies to identify the factors contributing to their own clients' satisfaction-dissatisfaction with care and perceptions of service quality.

  4. 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.

  5. Quality of Service Routing in Manet Using a Hybrid Intelligent Algorithm Inspired by Cuckoo Search.

    PubMed

    Rajalakshmi, S; Maguteeswaran, R

    2015-01-01

    A hybrid computational intelligent algorithm is proposed by integrating the salient features of two different heuristic techniques to solve a multiconstrained Quality of Service Routing (QoSR) problem in Mobile Ad Hoc Networks (MANETs) is presented. The QoSR is always a tricky problem to determine an optimum route that satisfies variety of necessary constraints in a MANET. The problem is also declared as NP-hard due to the nature of constant topology variation of the MANETs. Thus a solution technique that embarks upon the challenges of the QoSR problem is needed to be underpinned. This paper proposes a hybrid algorithm by modifying the Cuckoo Search Algorithm (CSA) with the new position updating mechanism. This updating mechanism is derived from the differential evolution (DE) algorithm, where the candidates learn from diversified search regions. Thus the CSA will act as the main search procedure guided by the updating mechanism derived from DE, called tuned CSA (TCSA). Numerical simulations on MANETs are performed to demonstrate the effectiveness of the proposed TCSA method by determining an optimum route that satisfies various Quality of Service (QoS) constraints. The results are compared with some of the existing techniques in the literature; therefore the superiority of the proposed method is established.

  6. Performance of new alternative providers of primary care services in England: an observational study

    PubMed Central

    Greaves, Felix; Laverty, Anthony A; Pape, Utz; Ratneswaren, Anenta; Majeed, Azeem

    2015-01-01

    Summary Objectives Health system reforms in England are opening broad areas of clinical practice to new providers of care. As part of these reforms, new entrants – including private companies – have been allowed into the primary care market under ‘alternative provider of medical services’ contracting mechanisms since 2004. The characteristics and performance of general practices working under new alternative provider contracts are not well described. We sought to compare the quality of care provided by new entrant providers to that provided by the traditional model of general practice. Design Open cohort study of English general practices. We used linear regression in cross-sectional and time series analyses, adjusting for practice and population characteristics, to compare quality in practices using alternative provider contracts to traditional practices. We created regression models using practice fixed effects to estimate the impact of practices changing to the new contract type. Setting The English National Health Service. Participants All general practices open from 2008/2009 to 2012/2013. Main outcome measures Seventeen established quality indicators – covering clinical effectiveness, efficiency, access and patient experience. Results In total, 4.1% (347 of 8300) of general practices in England were run by alternative contract providers. These practices tended to be smaller, and serve younger, more diverse and more deprived populations than traditional providers. Practices run by alternative providers performed worse than traditional providers on 15 of 17 indicators after adjusting for practice and population characteristics (p < 0.01 for all). Switching to a new alternative provider contract did not result in improved performance. Conclusions The introduction of new alternative providers to deliver primary care services in England has not led to improvements in quality and may have resulted in worse care. Regulators should ensure that new

  7. Private sector delivery of health services in developing countries: a mixed-methods study on quality assurance in social franchises

    PubMed Central

    2013-01-01

    Background Across the developing world health care services are most often delivered in the private sector and social franchising has emerged, over the past decade, as an increasingly popular method of private sector health care delivery. Social franchising aims to strengthen business practices through economies of scale: branding clinics and purchasing drugs in bulk at wholesale prices. While quality is one of the established goals of social franchising, there is no published documentation of how quality levels might be set in the context of franchised private providers, nor what quality assurance measures can or should exist within social franchises. The aim of this study was to better understand the quality assurance systems currently utilized in social franchises, and to determine if there are shared standards for practice or quality outcomes that exist across programs. Methods The study included three data sources and levels of investigation: 1) Self-reported program data; 2) Scoping telephone interviews; and 3) In-depth field interviews and clinic visits. Results Social Franchises conceive of quality assurance not as an independent activity, but rather as a goal that is incorporated into all areas of franchise operations, including recruitment, training, monitoring of provider performance, monitoring of client experience and the provision of feedback. Conclusions These findings are the first evidence to support the 2002 conceptual model of social franchising which proposed that the assurance of quality was one of the three core goals of all social franchises. However, while quality is important to franchise programs, quality assurance systems overall are not reflective of the evidence to-date on quality measurement or quality improvement best practices. Future research in this area is needed to better understand the details of quality assurance systems as applied in social franchise programs, the process by which quality assurance becomes a part of the

  8. [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.

  9. Performance measures and criteria for hydrologic and water quality models

    Technology Transfer Automated Retrieval System (TEKTRAN)

    Performance measures and criteria are essential for model calibration and validation. This presentation will include a summary of one of the papers that will be included in the 2014 Hydrologic and Water Quality Model Calibration & Validation Guidelines Special Collection of the ASABE Transactions. T...

  10. Quality of Feedback Following Performance Assessments: Does Assessor Expertise Matter?

    ERIC Educational Resources Information Center

    Govaerts, Marjan J. B.; van de Wiel, Margje W. J.; van der Vleuten, Cees P. M.

    2013-01-01

    Purpose: This study aims to investigate quality of feedback as offered by supervisor-assessors with varying levels of assessor expertise following assessment of performance in residency training in a health care setting. It furthermore investigates if and how different levels of assessor expertise influence feedback characteristics.…

  11. Indoor air quality standards of performance applications guide

    SciTech Connect

    Linder, R.J.; Dorgan, C.B.; Dorgan, C.E.

    1999-07-01

    This paper discusses the development and application of standards of performance (SOPs) for HVAC and R equipment, plumbing systems, and building envelope systems in relation to maintaining acceptable indoor air quality (IAQ) in buildings. The utilization of the SOP procedure, developed in ASHRAE Research Project 853, will aid in the proper operation of systems and verify that acceptable building IAQ levels are obtained.

  12. Total Quality Management Practices and Their Effects on Organizational Performance

    ERIC Educational Resources Information Center

    Hung, Richard Yu-Yuan; Lien, Bella Ya-Hui

    2004-01-01

    This paper reports a study designed to examine the key concepts of Total Quality Management (TQM) implementation and their effects on organizational performance. Process Alignment and People Involvement are two key concepts for successful implementation of TQM. The purpose of this paper is to discuss how these two constructs affect organizational…

  13. An Empirical Investigation of the Relationships between Service Quality, Satisfaction and Behavioral Intentions among Visitors to a Wildlife Refuge.

    ERIC Educational Resources Information Center

    Tian-Cole, Shu; Crompton, John L.; Willson, Victor L.

    2002-01-01

    Collected data from wildlife refuge visitors to examine relationships between service quality, satisfaction, and behavioral intentions. Specific psychological benefits visitors obtained from the visit did not significantly contribute to perceptions of service quality. Results verified the existence of service quality and visitor satisfaction at…

  14. Does empowering resident families or nursing home employees in decision making improve service quality?

    PubMed

    Hamann, Darla J

    2014-08-01

    This research examines how the empowerment of residents' family members and nursing home employees in managerial decision making is related to service quality. The study was conducted using data from 33 nursing homes in the United States. Surveys were administered to more than 1,000 employees on-site and mailed to the primary-contact family member of each resident. The resulting multilevel data were analyzed using hierarchical linear modeling. The empowerment of families in decision making was positively associated with their perceptions of service quality. The empowerment of nursing staff in decision making was more strongly related to service quality than the empowerment of nonnursing staff. Among nursing staff, the empowerment of nursing assistants improved service quality more than the empowerment of nurses.

  15. Investigating the quality of video consultations performed using fourth generation (4G) mobile telecommunications.

    PubMed

    Caffery, Liam J; Smith, Anthony C

    2015-09-01

    The use of fourth-generation (4G) mobile telecommunications to provide real-time video consultations were investigated in this study with the aims of determining if 4G is a suitable telecommunications technology; and secondly, to identify if variation in perceived audio and video quality were due to underlying network performance. Three patient end-points that used 4G Internet connections were evaluated. Consulting clinicians recorded their perception of audio and video quality using the International Telecommunications Union scales during clinics with these patient end-points. These scores were used to calculate a mean opinion score (MOS). The network performance metrics were obtained for each session and the relationships between these metrics and the session's quality scores were tested. Clinicians scored the quality of 50 hours of video consultations, involving 36 clinic sessions. The MOS for audio was 4.1 ± 0.62 and the MOS for video was 4.4 ± 0.22. Image impairment and effort to listen were also rated favourably. There was no correlation between audio or video quality and the network metrics of packet loss or jitter. These findings suggest that 4G networks are an appropriate telecommunication technology to deliver real-time video consultations. Variations in quality scores observed during this study were not explained by the packet loss and jitter in the underlying network. Before establishing a telemedicine service, the performance of the 4G network should be assessed at the location of the proposed service. This is due to known variability in performance of 4G networks.

  16. Assessing College Student Perceptions of Instructor Customer Service via the Quality of Instructor Service to Students (QISS) Questionnaire

    ERIC Educational Resources Information Center

    Emanuel, Richard; Adams, J. N.

    2006-01-01

    This study presents the results of a three-step project designed to: (1) identify what students perceive to be quality service as offered by instructors, (2) relate the dimensions identified to an appropriate survey instrument (the QISS) and pilot-test the instrument, and (3) survey a stratified representative sample of the undergraduate…

  17. Food Production, Management, and Services Programs. Food Service Worker. Performance Objectives and Criterion-Referenced Test Items.

    ERIC Educational Resources Information Center

    Missouri Univ., Columbia. Instructional Materials Lab.

    To assist instructors in implementing Missouri's Vocational Instructional Management System into the Food Production, Management, and Services Programs, this guide sets forth the competencies identified and validated by occupational food service instructors and personnel from the food service industry. A minimum of two performance objectives per…

  18. Assessing the service quality of Iran military hospitals: Joint Commission International standards and Analytic Hierarchy Process (AHP) technique

    PubMed Central

    Bahadori, Mohammadkarim; Ravangard, Ramin; Yaghoubi, Maryam; Alimohammadzadeh, Khalil

    2014-01-01

    Background: Military hospitals are responsible for preserving, restoring and improving the health of not only armed forces, but also other people. According to the military organizations strategy, which is being a leader and pioneer in all areas, providing quality health services is one of the main goals of the military health care organizations. This study was aimed to evaluate the service quality of selected military hospitals in Iran based on the Joint Commission International (JCI) standards and comparing these hospitals with each other and ranking them using the analytic hierarchy process (AHP) technique in 2013. Materials and Methods: This was a cross-sectional and descriptive study conducted on five military hospitals, selected using the purposive sampling method, in 2013. Required data collected using checklists of accreditation standards and nominal group technique. AHP technique was used for prioritizing. Furthermore, Expert Choice 11.0 was used to analyze the collected data. Results: Among JCI standards, the standards of access to care and continuity of care (weight = 0.122), quality improvement and patient safety (weight = 0.121) and leadership and management (weight = 0.117) had the greatest importance, respectively. Furthermore, in the overall ranking, BGT (weight = 0.369), IHM (0.238), SAU (0.202), IHK (weight = 0.125) and SAB (weight = 0.066) ranked first to fifth, respectively. Conclusion: AHP is an appropriate technique for measuring the overall performance of hospitals and their quality of services. It is a holistic approach that takes all hospital processes into consideration. The results of the present study can be used to improve hospitals performance through identifying areas, which are in need of focus for quality improvement and selecting strategies to improve service quality. PMID:25250364

  19. 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)

  20. The impact of medical interpreter services on the quality of health care: a systematic review.

    PubMed

    Flores, Glenn

    2005-06-01

    Twenty-one million Americans are limited in English proficiency (LEP), but little is known about the effect of medical interpreter services on health care quality. Asystematic literature review was conducted on the impact of interpreter services on quality of care. Five database searches yielded 2,640 citations and a final database of 36 articles, after applying exclusion criteria. Multiple studies document that quality of care is compromised when LEP patients need but do not get interpreters. LEP patients' quality of care is inferior, and more interpreter errors occur with untrained ad hoc interpreters. Inadequate interpreter services can have serious consequences for patients with mental disorders. Trained professional interpreters and bilingual health care providers positively affect LEP patients' satisfaction, quality of care, and outcomes. Evidence suggests that optimal communication, patient satisfaction, and outcomes and the fewest interpreter errors occur when LEP patients have access to trained professional interpreters or bilingual providers.

  1. 39 CFR 3050.52 - Information on service performance for international products. [Reserved

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... 39 Postal Service 1 2010-07-01 2010-07-01 false Information on service performance for international products. 3050.52 Section 3050.52 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL PERIODIC REPORTING § 3050.52 Information on service performance for international products....

  2. 39 CFR 3050.50 - Information on service performance for domestic products. [Reserved

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... 39 Postal Service 1 2010-07-01 2010-07-01 false Information on service performance for domestic products. 3050.50 Section 3050.50 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL PERIODIC REPORTING § 3050.50 Information on service performance for domestic products....

  3. Comparison Quality of Health Services between Public and Private Providers: The Iranian People’s Perspective

    PubMed Central

    Alijanzadeh, Mehran; Zare, Seyed Ali Moosaniaye; Rajaee, Roya; Fard, Seyed Mohammad Ali Mousavi; Asefzadeh, Saeed; Alijanzadeh, Mahnaz; Gholami, Soheyla

    2016-01-01

    Introduction Health services quality has been the most important criteria of judging, and its improvement causes people’s satisfaction of health systems. In a health system, public and private sectors provide services and typically have been effective in promoting health services quality of community. The aim of this study was to compare the quality of health services in both public and private sectors from the perspective of residents in Qazvin (Iran). Methods This cross-sectional study was conducted in 2014. The study population included all residents of Qazvin Province, and the sample size was estimated to 1002. The research tool was a perceptions of services quality standard questionnaire. Data were collected by trained interviewers visiting homes and were analyzed by IBM-SPSS software version 22 and t-test and linear regression. Cronbach’s alpha coefficient was 0.91 and test–re-test coefficient was 83%. Results 741 people (74%) in their last visit to receive services were referred to the public sector. Between the perception of people participating in the study about medical equipment and supplies, welfare facilities, competence and experience of doctor, waiting time, rapid reception, and access to doctor in public and private sectors, significant differences were observed (p < 0.05). In the tangible realm in perception of health services, there was a significant difference in quality between the public and private sectors (p < 0.05). In addition, place of receiving services, waiting time, education, occupation, and type of received services were affecting factors in regards to perceptions of health services from the perspective of Iran’s population (p < 0.05). Conclusion The results showed the importance of a tangible realm on people’s satisfaction of health services. It seems that the public sector should pay more attention to this issue. PMID:27790347

  4. Measuring Service Quality in Higher Education: A South African Case Study

    ERIC Educational Resources Information Center

    Green, Paul

    2014-01-01

    The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and…

  5. How Students Rate the Quality Service Climate on Campus. National Research Report, 2011

    ERIC Educational Resources Information Center

    Noel-Levitz, Inc, 2011

    2011-01-01

    How satisfied are students with the service they receive--and how important is it to them? This report documents significant strides that colleges and universities have made in recent years to improve service quality and their overall campus climate, yet also finds that campuses still have room for improvement. A few highlights: (1) While progress…

  6. Perceptions of International Students on Service Quality Delivery in a Malaysian Public University

    ERIC Educational Resources Information Center

    Njie, Baboucarr; Asimiran, Soaib; Baki, Roselan

    2012-01-01

    Purpose: The purpose of this study is to explore the perceptions of international students of service quality delivery (SQD) in a Malaysian public university. Design/methodology/approach: The study was limited to the University's immediate physical environment and its associated human and systems-based services. The physical environment in this…

  7. Measuring Service Quality in Higher Education: Development of a Hierarchical Model (HESQUAL)

    ERIC Educational Resources Information Center

    Teeroovengadum, Viraiyan; Kamalanabhan, T. J.; Seebaluck, Ashley Keshwar

    2016-01-01

    Purpose: This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach: The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality…

  8. How Students Rate the Quality Service Climate on Campus. National Research Report, 2012

    ERIC Educational Resources Information Center

    Noel-Levitz, Inc, 2012

    2012-01-01

    How satisfied are students with the service they receive--and how important is it to them? This report documents significant strides that colleges and universities have made in recent years to improve service quality and their overall campus climate, yet also finds that campuses still have room for improvement. A few highlights: (1) While progress…

  9. Measuring the Effect of Tourism Services on Travelers' Quality of Life: Further Validation.

    ERIC Educational Resources Information Center

    Neal, Janet D.; Sirgy, M. Joseph; Uysal, Muzaffer

    2004-01-01

    lication and extension study provided additional validational support of the original tourism services satisfaction measure in relation to QOL-related measures.Neal, Sirgy and Uysal (1999) developed a model and a measure to capture the effect of tourism services on travelers' quality of life (QOL). They hypothesized that travelers' overall life…

  10. Client expectations and satisfaction of quality in home care services. A consumer perspective.

    PubMed

    Samuelsson, G; Wister, A

    2000-12-01

    This study examines clients' expectations of quality in home care services and their perceived satisfaction with services among a random sample of 76 home care recipients in Vancouver, Canada. The researchers conducted face-to-face interviews that applied Multiattribute Utility Technology, a procedure that organizes several quality attributes of "ideal" home care into a tree structure to compare their relative importance and ranking from the clients' perspective. Participants also were asked to state their satisfaction or dissatisfaction with the services received in these domains. Among the five main quality attributes identified, the subjects ranked suitability of the home helper and its subset, personal competence, as the most important indicators of quality, followed by continuity in service. In addition, clients tended to have a high level of satisfaction with regard to the attributes of overall home care services. The highest level of satisfaction was reported for elements of personal dispositions of home care staff. The lowest level of satisfaction involved the time/availability components of the service. Finally, comparisons between client expectations and satisfaction of received home care services showed the highest discrepancy for the attributes of influence and time/availability and the greatest congruence for personal attributes of the staff. The results are discussed in terms of their implications for the delivery of home care services.

  11. Assessment of Students' Satisfaction of Service Quality in Takoradi Polytechnic: The Students' Perspective

    ERIC Educational Resources Information Center

    Anwowie, Samuel; Amoako, Joseph; Abrefa, Amma Adomaa

    2015-01-01

    Higher educational institutions are increasingly placing greater emphasis on meeting students' expectations and needs as student perceptions of higher educational facilities and services are becoming more important. To investigate students' satisfaction of service quality at the Takoradi Polytechnic, a study was conducted using the SERVQUAL…

  12. Planning and Implementing total Quality Management in an Air Force Service Organization: A Case Study

    DTIC Science & Technology

    1988-09-01

    48 IV. Conclusions and Recommendations ...... 52 Lessons Learned ..... .............. 52 Practical Implications ........... 55 Recommendations...traditional quality control methods practically useless in a service-oriented environment (8:9-10). Common threads among the literature indicate these...disseminating known and tried practices , techniques and tools (1:9). Scope This case concerns a single service organization, AFALC, as the unit of

  13. A Longitudinal Sociological Monitoring of Customers' Satisfaction with the Quality of Educational Services

    ERIC Educational Resources Information Center

    Gaidukova, G. N.

    2014-01-01

    Research data on levels of satisfaction with educational services in a Russian university show room for improvement in such areas as vocational guidance work; range of opportunities in the choice of specialization and optional disciplines; availability of academic and methodological literature; the quality of food services; and amount of practical…

  14. Interrater Reliability in Content Analysis of Healthcare Service Quality Using Montreal's Conceptual Framework

    ERIC Educational Resources Information Center

    Leclerc, Bernard-Simon; Dassa, Clement

    2009-01-01

    This study examines the usefulness of the Montreal Service Concept framework of service quality measurement, when it was used as a predefined set of codes in content analysis of patients' responses. As well, the study quantifies the interrater agreement of coded data. Two raters independently reviewed each of the responses from a mail survey of…

  15. Quality Improvement and Evaluation in Child and Family Services: Managing into the Next Century.

    ERIC Educational Resources Information Center

    Pecora, Peter J., Ed.; Seelig, William R., Ed.; Zirps, Fotena A., Ed.; Davis, Sally M., Ed.

    Based on the work of the National Council on Research in Child Welfare (NCRCW), this handbook is designed to help social service agency executives cope with changing times for child welfare agencies, strengthen traditional services to meet today's needs, and analyze and plan for the future. The manual aims to demystify quality improvement theory…

  16. Quality: performance improvement, teamwork, information technology and protocols.

    PubMed

    Coleman, Nana E; Pon, Steven

    2013-04-01

    Using the Institute of Medicine framework that outlines the domains of quality, this article considers four key aspects of health care delivery which have the potential to significantly affect the quality of health care within the pediatric intensive care unit. The discussion covers: performance improvement and how existing methods for reporting, review, and analysis of medical error relate to patient care; team composition and workflow; and the impact of information technologies on clinical practice. Also considered is how protocol-driven and standardized practice affects both patients and the fiscal interests of the health care system.

  17. 75 FR 48407 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-08-10

    ... From the Federal Register Online via the Government Publishing Office SOCIAL SECURITY ADMINISTRATION Notice of Senior Executive Service Performance Review Board Membership AGENCY: Social Security Administration. ACTION: Notice of Senior Executive Service Performance Review Board Membership. Title 5,...

  18. 77 FR 47489 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-08-08

    ... From the Federal Register Online via the Government Publishing Office SOCIAL SECURITY ADMINISTRATION Notice of Senior Executive Service Performance Review Board Membership AGENCY: Social Security Administration. ACTION: Notice of Senior Executive Service Performance Review Board Membership. Title 5,...

  19. 78 FR 36011 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-06-14

    ... From the Federal Register Online via the Government Publishing Office SOCIAL SECURITY ADMINISTRATION Notice of Senior Executive Service Performance Review Board Membership AGENCY: Social Security Administration. ACTION: Notice of Senior Executive Service Performance Review Board Membership. Title 5,...

  20. Advancing performance measurement in oncology: quality oncology practice initiative participation and quality outcomes.

    PubMed

    Campion, Francis X; Larson, Leanne R; Kadlubek, Pamela J; Earle, Craig C; Neuss, Michael N

    2011-05-01

    The American health care system, including the cancer care system, is under pressure to improve patient outcomes and lower the cost of care. Government payers have articulated an interest in partnering with the private sector to create learning communities to measure quality and improve the value of health care. In 2006, the American Society for Clinical Oncology (ASCO) unveiled the Quality Oncology Practice Initiative (QOPI), which has become a key component of the measurement system to promote quality cancer care. QOPI is a physician-led, voluntary, practice-based, quality-improvement program, using performance measurement and benchmarking among oncology practices across the United States. Since its inception, ASCO's QOPI has grown steadily to include 973 practices as of November 2010. One key area that QOPI has addressed is end-of-life care. During the most recent data collection cycle in the Fall of 2010, those practices completing multiple data collection cycles had better performance on care of pain compared with sites participating for the first time (62.61% v 46.89%). Similarly, repeat QOPI participants demonstrated meaningfully better performance than their peers in the rate of documenting discussions of hospice and palliative care (62.42% v 54.65%) and higher rates of hospice enrollment. QOPI demonstrates how a strong performance measurement program can lead to improved quality and value of care for patients.

  1. Using the RxNorm web services API for quality assurance purposes.

    PubMed

    Peters, Lee; Bodenreider, Olivier

    2008-11-06

    Auditing large, rapidly evolving terminological systems is still a challenge. In the case of RxNorm, a standardized nomenclature for clinical drugs, we argue that quality assurance processes can benefit from the recently released application programming interface (API) provided by RxNav. We demonstrate the usefulness of the API by performing a systematic comparison of alternative paths in the RxNorm graph, over several thousands of drug entities. This study revealed potential errors in RxNorm, currently under review. The results also prompted us to modify the implementation of RxNav to navigate the RxNorm graph more accurately. The RxNav web services API used in this experiment is robust and fast.

  2. Role of Service Learning in Water Quality Studies

    ERIC Educational Resources Information Center

    Richards, Wilfred Sugumar

    2009-01-01

    Background: Chemistry students often complain that they are unmotivated because they see no applications of chemical principles in "real life." It was thus decided to put into use the knowledge gained during the course on water quality and analysis. Learning the principles of quantitative chemical analysis requires innovative, hands-on…

  3. Using TQM and ISO 9000 Principles in Assuring Education Service Quality.

    ERIC Educational Resources Information Center

    Kabashkin, Igor; Michnev, Boris; Utchin, Georgy

    1998-01-01

    Describes Riga Aviation University's movement from a controlled professional-education program to a system of contract relations with students as education service customers. Discusses a study of students' demands, requirements, and issues and the development of a quality assurance system based on Total Quality Management and ISO 9000 standards.…

  4. Improving the Quality of Services in Residential Treatment Facilities: A Strength-Based Consultative Review Process

    ERIC Educational Resources Information Center

    Pavkov, Thomas W.; Lourie, Ira S.; Hug, Richard W.; Negash, Sesen

    2010-01-01

    This descriptive case study reports on the positive impact of a consultative review methodology used to conduct quality assurance reviews as part of the Residential Treatment Center Evaluation Project. The study details improvement in the quality of services provided to youth in unmonitored residential treatment facilities. Improvements were…

  5. Quality Service in the International Hotel Sector: A Catalyst for Strategic Human Resource Development?

    ERIC Educational Resources Information Center

    Maxwell, Gill; Watson, Sandra; Quail, Samantha

    2004-01-01

    This paper analyses the nature of, and relationship between, a quality service initiative and the concept of strategic human resource development. Hilton International is the case study used for this analysis. The principal finding is that the quality initiative is acting as a catalyst for a strategic approach to human resource development to…

  6. The Massification of Higher Education in the UK: Aspects of Service Quality

    ERIC Educational Resources Information Center

    Giannakis, Mihalis; Bullivant, Nicola

    2016-01-01

    This article explores several aspects of service quality for the provision of higher education. Alongside the trend of the massification of higher education over the past two decades, higher education institutions are required to review quality across a range of outputs, besides teaching and learning. The study was undertaken within the…

  7. Analysis Of Provided Service Quality In Flowers And Living Plants Transport

    NASA Astrophysics Data System (ADS)

    Poliaková, Adela

    2015-06-01

    This paper analyses quality of the living flowers and plants transportation. A part of this paper compares the demands for a particular transport mode and a practical demonstration of these transport modes within a specific transport mode. The paper presents a survey of quality of services provided by individual transport modes.

  8. International Students' Perceptions of Service Quality in the UK Banking Sector: An Exploratory Study

    ERIC Educational Resources Information Center

    Bond, Christopher; Hsu, Marc Ting-Chun

    2011-01-01

    This study reviews and evaluates international students' perceptions of UK banks. The specific research objectives were to identify international students' expectations and perceptions of service quality from UK banks and to assess the quality GAP or dissonance between these. A total of 297 international students studying in the UK responded to…

  9. Impact of water quality change on corrosion scales in full and partially replaced lead service lines

    EPA Science Inventory

    BackgroundChanges in water qualities have been associated with an increase in lead release from full and partial lead service lines (LSLs), such as the cases of Washington D.C. or more recently of Flint (Mi). Water qualities affect the mineralogy of the scales. Furthermore, follo...

  10. Student Perceptions of Service Quality in a Multi-Campus Higher Education System in Spain

    ERIC Educational Resources Information Center

    Gallifa, Josep; Batalle, Pere

    2010-01-01

    Purpose: This paper aims to present an in-depth case study with student perceptions of service quality, discussing the relevance of these perceptions for the important issue of quality improvement in higher education. Design/methodology/approach: The paper presents institutional research carried out in a multi-campus system in Spain made up of…

  11. Evaluation of the Quality of Health Service Providers: The Iranian People Perspective 2014

    PubMed Central

    Asefzadeh, Saeed; Gholami, Soheyla; Rajaee, Roya; Najafi, Marziye; Alijanzadeh, Mehran

    2016-01-01

    Introduction Quality is the center of attention in all service providing organizations that are effective in promoting satisfaction of patients who are referred to medical centers. The aim of this study was to investigate the quality of health service providers in a case study of Qazvin, Iran, in 2014. Methods This descriptive study was conducted on 1,002 people who were residents of Qazvin Province (Iran) in 2014. The people were selected randomly from the population of the study area. The main variables studied were education, perceptions, expectations, and gaps in service quality. The data collection tool was the standard Servequal questionnaire. To determine the reliability of the research tool, we used Cronbach’s Alpha coefficient and the test-retest method. Statistical analyses were conducted using SPSS and the ANOVA test. Results The mean age of people included in the study was 32 ± 9.9 years, and the average waiting time to receive services was 73 ± 47 minutes. Hospitals and doctors’ offices had the highest quality gap of −1.420 ± 0.82 and −1.01 ± 0.75, respectively. The service quality gaps in medical centers, health providers of rural area, and health providers of urban area were −0.883 ± 0.67, −0.882 ± 0.83, and −0.804 ± 0.62, respectively. There was a significant relationship between peoples’ perceptions and expectations concerning the quality of health services and their educational levels. Conclusion The higher gaps in quality in hospitals and in doctors’ offices require more attention. Managers and policy makers should consider developing and implementing plans to reduce these gaps in quality and to promote better health services in these two sectors. PMID:27123214

  12. Paraprofessionals and Their Performance: A Survey of Education, Health, and Social Service Programs.

    ERIC Educational Resources Information Center

    Gartner, Alan

    This book is primarily concerned with the quality of professional human services. To this topic are addressed two basic questions. First, what does the paraprofessional do? And second, to what effect does this quality relate to the consumer of these services? The book includes seven chapters, in which the following fields are considered:…

  13. Quality of service policy control in virtual private networks

    NASA Astrophysics Data System (ADS)

    Yu, Yiqing; Wang, Hongbin; Zhou, Zhi; Zhou, Dongru

    2004-04-01

    This paper studies the QoS of VPN in an environment where the public network prices connection-oriented services based on source, destination and grade of service, and advertises these prices to its VPN customers (users). As different QoS technologies can produce different QoS, there are according different traffic classification rules and priority rules. The internet service provider (ISP) may need to build complex mechanisms separately for each node. In order to reduce the burden of network configuration, we need to design policy control technologies. We considers mainly directory server, policy server, policy manager and policy enforcers. Policy decision point (PDP) decide its control according to policy rules. In network, policy enforce point (PEP) decide its network controlled unit. For InterServ and DiffServ, we will adopt different policy control methods as following: (1) In InterServ, traffic uses resource reservation protocol (RSVP) to guarantee the network resource. (2) In DiffServ, policy server controls the DiffServ code points and per hop behavior (PHB), its PDP distributes information to each network node. Policy server will function as following: information searching; decision mechanism; decision delivering; auto-configuration. In order to prove the effectiveness of QoS policy control, we make the corrective simulation.

  14. Quality Assurance: Adapting SERVQUAL to Measure the Perceived Quality of Pre-Service Teachers' Teaching Practice Experience

    ERIC Educational Resources Information Center

    Oliver, Henry; Koeberg, Jeremy

    2013-01-01

    This article describes a work in progress study which extends traditional quality assurance mechanisms through the application of the SERVQUAL instrument. It assesses the difference between pre-service teacher expectations and actual experience during a Teaching Practice period. Anecdotal evidence points to students being the recipients of poor…

  15. [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.

  16. Stakeholders' views of service quality in community pharmacy: a qualitative study.

    PubMed

    White, Lesley; Clark, Christopher

    2010-01-01

    This study investigates the views of a range of stakeholders regarding the effectiveness of service quality as a differentiating position for community pharmacy. Using qualitative methodology, 20 in-depth interviews were conducted with various stakeholders of the retail pharmacy market, including community pharmacists. It was found that current service levels were perceived to be variable, with a strong level of concern evident that the rhetoric of professionalism in community pharmacy is not always matched by the reality. There was disagreement regarding whether potential market entrants such as supermarkets would be capable of delivering a high quality of service and indeed whether that would even be their objective.

  17. Deputy Inspector General for audit services. FY 1998 annual performance plan

    SciTech Connect

    1997-09-30

    This plan outlines the audie strategies that the Deputy Inspector General for Audit Services intends to implement and execute in Fiscal Year (FY) 1998. The plan also includes the details of efforts to improve customer service and to implement the Inspector General`s streamlining initiatives. The FY 1997/1998 Strategic Plan emphasizes six key issue areas: Financial Management, Contract Administration, Program Management, Environmental Quality, Infrastructure and Administrative Safeguards. These issue areas were chosen to ensure that the Inspector General`s audit, inspection, and investigative functions are focused to assist the Department to reach its goals, pursue its strategies, and monitor its success indicators. This plan also establishes goals, objectives, and performance measures, which are discussed in detail in Appendix I.

  18. Prevalence of outsourcing and perception of clinical nutrition managers on performance of health care dietetics services.

    PubMed

    Kwon, Junehee; Yoon, Barbara J H

    2003-08-01

    A nationwide survey of clinical dietitians and clinical nutrition managers was conducted to assess the prevalence of outsourcing in health care dietetics services and to evaluate perceived performance of dietetics services. A questionnaire was developed, validated by an expert panel, and pilot tested prior to data collection. Members of the Clinical Nutrition Management Dietetic Practice Group (N=1,668) were selected as the study sample. Of 431 respondents, 152 (35.3%) indicated that management of both patient and cafeteria foodservices was outsourced. When mean scores of perceived performance ratings were compared using t test, respondents from self-operated facilities rated several items related to patient and cafeteria food quality and material and human resource utilization higher than respondents at contract-managed facilities. No significant differences were found in performance related to decision-making process, buying power, or training programs. Results suggest that careful weighing of advantages and disadvantages of outsourcing is needed before making decisions regarding outsourcing dietetics services.

  19. 38 CFR 1.929 - Reduction of debt through performance of work-study services.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... performance of work-study services. 1.929 Section 1.929 Pensions, Bonuses, and Veterans' Relief DEPARTMENT OF... performance of work-study services. (a) Scope. (1) Subject to the provisions of this section VA may allow an... becomes entitled by performance of work-study services under 38 U.S.C. 3485 and 3537 when the debt...

  20. 38 CFR 1.929 - Reduction of debt through performance of work-study services.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... performance of work-study services. 1.929 Section 1.929 Pensions, Bonuses, and Veterans' Relief DEPARTMENT OF... performance of work-study services. (a) Scope. (1) Subject to the provisions of this section VA may allow an... becomes entitled by performance of work-study services under 38 U.S.C. 3485 and 3537 when the debt...

  1. 75 FR 75502 - Appointments To Performance Review Boards for Senior Executive Service

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-12-03

    ... COMMISSION Appointments To Performance Review Boards for Senior Executive Service AGENCY: Nuclear Regulatory Commission. ACTION: Appointment to Performance Review Board for Senior Executive Service. SUMMARY: This notice announces a change in the membership of the Senior Executive Service Performance Review Board...

  2. 38 CFR 1.929 - Reduction of debt through performance of work-study services.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... performance of work-study services. 1.929 Section 1.929 Pensions, Bonuses, and Veterans' Relief DEPARTMENT OF... performance of work-study services. (a) Scope. (1) Subject to the provisions of this section VA may allow an... becomes entitled by performance of work-study services under 38 U.S.C. 3485 and 3537 when the debt...

  3. Service quality assessment of workers compensation health care delivery programs in New York using SERVQUAL.

    PubMed

    Arunasalam, Mark; Paulson, Albert; Wallace, William

    2003-01-01

    Preferred provider organizations (PPOs) provide healthcare services to an expanding proportion of the U.S. population. This paper presents a programmatic assessment of service quality in the workers' compensation environment using two different models: the PPO program model and the fee-for-service (FFS) payor model. The methodology used here will augment currently available research in workers' compensation, which has been lacking in measuring service quality determinants and assessing programmatic success/failure of managed care type programs. Results indicated that the SERVQUAL tool provided a reliable and valid clinical quality assessment tool that ascertained that PPO marketers should focus on promoting physician outreach (to show empathy) and accessibility (to show reliability) for injured workers.

  4. Effect of home care service on the quality of life in patients with gynecological cancer.

    PubMed

    Aktas, Demet; Terzioglu, Fusun

    2015-01-01

    The purpose of the research was to determine the effect of home care service on the quality of life in patients with gynecological cancer. This randomized case control study was carried out in a womans hospital between September 2011 and February 2012. Women undergoing gynecological cancer treatment were separated into intervention and control groups, of 35 patients each. The intervention group was provided with nursing care service through hospital and home visits (1st, 12th weeks) within the framework of a specifically developed nursing care plan. The control group was monitored without any intervention through the hospital routine protocols (1st, 12th weeks). Data were collected using An Interview Form, Home Visit Monitoring Form and Quality of Life Scale/Cancer Survivors. Effects of home care service on the quality of life in gynecological cancer patients were investigated using chi-square tests, McNemar's test, independent t-test and ANOVA. This study found that the intervention group receiving home care service had a moderately high quality of life (average mean: 6.01±0.64), while the control group had comparatively lower quality (average mean: 4.35±0.79) within the 12 week post- discharge period (p<0.05). This study found home care services to be efficient in improving the quality of life in patients with gynecological cancer.

  5. Patient perceptions of the quality of health services.

    PubMed

    Sofaer, Shoshanna; Firminger, Kirsten

    2005-01-01

    As calls are made for a more patient-centered health care system, it becomes critical to define and measure patient perceptions of health care quality and to understand more fully what drives those perceptions. This chapter identifies conceptual and methodological issues that make this task difficult, including the confusion between patient perceptions and patient satisfaction and the difficulty of determining whether systematic variations in patient perceptions should be attributed to differences in expectations or actual experiences. We propose a conceptual model to help unravel these knotty issues; review qualitative studies that report directly from patients on how they define quality; provide an overview of how health plans, hospitals, physicians, and health care in general are currently viewed by patients; assess whether and how patient health status and demographic characteristics relate to perceptions of health care quality; and identify where further, or more appropriately designed, research is needed. Our aim is to find out what patients want, need and experience in health care, not what professionals (however well-motivated) believe they need or get.

  6. Total Quality Management and Performance in Substance Abuse Treatment Centers

    PubMed Central

    Fields, Dail; Roman, Paul M

    2010-01-01

    Objective To examine the relationship of organizational characteristics of substance abuse treatment centers with their use of quality management practices (total quality management [TQM]) and the contribution of TQM use to a center's provision of comprehensive care and to use of evidence-based treatment practices. Data Sources Data were collected from a national sample of over 700 private and public substance abuse treatment centers in the National Treatment Center Study. Study Design The design was a cross-sectional field study. The key variables were three TQM practices, the provision of comprehensive treatment services, and the implementation of evidence-based treatment practices. Numerous organizational characteristics were controlled. Data Collection The data were obtained through interviews with administrative directors and clinical directors of the treatment centers in 2002–2004. Principal Findings In multivariate models, TQM practices were positively related to provision of comprehensive care and use of evidence-based practices. A limited set of organizational characteristics predicted the use of TQM practices. Conclusions Substance abuse treatment centers' implementation of TQM processes may be positively related to the quality and cost-effectiveness of care provided. PMID:20698897

  7. Recognizing Differences in Hospital Quality Performance for Pediatric Inpatient Care

    PubMed Central

    Zaslavsky, Alan M.; Toomey, Sara L.; Chien, Alyna T.; Jang, Jisun; Bryant, Maria C.; Klein, David J.; Kaplan, William J.; Schuster, Mark A.

    2015-01-01

    BACKGROUND: Hospital quality-of-care measures are publicly reported to inform consumer choice and stimulate quality improvement. The number of hospitals and states with enough pediatric hospital discharges to detect worse-than-average inpatient care remains unknown. METHODS: This study was a retrospective analysis of hospital discharges for children aged 0 to 17 years from 3974 hospitals in 44 states in the 2009 Kids’ Inpatient Database. For 11 measures of all-condition or condition-specific quality, we assessed the number of hospitals and states that met a “power standard” of 80% power for a 5% level significance test to detect when care is 20% worse than average over a 3-year period. For this assessment, we approximated volume as 3 times actual 2009 admission volumes. RESULTS: For all-condition quality, 1380 hospitals (87% of all pediatric discharges) and all states met the power standard for the family experience-of-care measure; 1958 hospitals (95% of discharges) and all states met the standard for adverse drug events. For condition-specific quality measures of asthma, birth, and mental health, 203 to 482 hospitals (52%–90% of condition-specific discharges) met the power standard and 40 to 44 states met the standard. One hospital and 16 states met the standard for sickle cell disease. No hospital and ≤27 states met the standard for the remaining measures studied (appendectomy, cerebrospinal fluid shunt surgery, gastroenteritis, heart surgery, and seizure). CONCLUSIONS: Most children are admitted to hospitals in which all-condition measures of quality have adequate power to show modest differences in performance from average, but most condition-specific measures do not. Policies regarding incentives for pediatric inpatient quality should take these findings into account. PMID:26169435

  8. Socioeconomic inequalities in the access to and quality of health care services

    PubMed Central

    Nunes, Bruno Pereira; Thumé, Elaine; Tomasi, Elaine; Duro, Suele Manjourany Silva; Facchini, Luiz Augusto

    2014-01-01

    OBJECTIVE To assess the inequalities in access, utilization, and quality of health care services according to the socioeconomic status. METHODS This population-based cross-sectional study evaluated 2,927 individuals aged ≥ 20 years living in Pelotas, RS, Southern Brazil, in 2012. The associations between socioeconomic indicators and the following outcomes were evaluated: lack of access to health services, utilization of services, waiting period (in days) for assistance, and waiting time (in hours) in lines. We used Poisson regression for the crude and adjusted analyses. RESULTS The lack of access to health services was reported by 6.5% of the individuals who sought health care. The prevalence of use of health care services in the 30 days prior to the interview was 29.3%. Of these, 26.4% waited five days or more to receive care and 32.1% waited at least an hour in lines. Approximately 50.0% of the health care services were funded through the Unified Health System. The use of health care services was similar across socioeconomic groups. The lack of access to health care services and waiting time in lines were higher among individuals of lower economic status, even after adjusting for health care needs. The waiting period to receive care was higher among those with higher socioeconomic status. CONCLUSIONS Although no differences were observed in the use of health care services across socioeconomic groups, inequalities were evident in the access to and quality of these services. PMID:26039400

  9. The effect of service dogs on the improvement of health-related quality of life.

    PubMed

    Shintani, Mai; Senda, Masuo; Takayanagi, Tomoko; Katayama, Yoshimi; Furusawa, Kazunari; Okutani, Tamami; Kataoka, Masaki; Ozaki, Toshifumi

    2010-04-01

    To assess the effects of service dogs on health-related quality of life (HRQOL), we conducted a survey of 10 service dog owners using SF-36v2 (Medical Outcomes Study 36 Item Short-Form Health Survey Version 2.0) and compared it with a matched control group of people with physical disabilities who did not have service dogs but were eligible for one. The scores for mental health and role emotional of service dog owners were relatively high, and their mental component summary was higher than the general population norm. These results indicate that service dogs affect the mentality of their owners. The comparison with the control group indicated that service dogs alleviate the mental burden of daily activities, and subjectively improved the physical functioning of their owners. This study showed that service dogs have positive functional and mental effects on their disabled owners.

  10. 76 FR 60799 - Senior Executive Services (SES) Performance Review Board: Update

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-30

    ...; ] AGENCY FOR INTERNATIONAL DEVELOPMENT Senior Executive Services (SES) Performance Review Board: Update... the performance of the senior executive. This notice updates the membership of the USAID OIG's...

  11. 78 FR 60816 - Senior Executive Services (SES) Performance Review Board: Update

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-10-02

    ...; ] AGENCY FOR INTERNATIONAL DEVELOPMENT Senior Executive Services (SES) Performance Review Board: Update... the performance of the senior executive. This notice updates the membership of the USAID OIG's...

  12. Evaluating supplier quality performance using fuzzy analytical hierarchy process

    NASA Astrophysics Data System (ADS)

    Ahmad, Nazihah; Kasim, Maznah Mat; Rajoo, Shanmugam Sundram Kalimuthu

    2014-12-01

    Evaluating supplier quality performance is vital in ensuring continuous supply chain improvement, reducing the operational costs and risks towards meeting customer's expectation. This paper aims to illustrate an application of Fuzzy Analytical Hierarchy Process to prioritize the evaluation criteria in a context of automotive manufacturing in Malaysia. Five main criteria were identified which were quality, cost, delivery, customer serviceand technology support. These criteria had been arranged into hierarchical structure and evaluated by an expert. The relative importance of each criteria was determined by using linguistic variables which were represented as triangular fuzzy numbers. The Center of Gravity defuzzification method was used to convert the fuzzy evaluations into their corresponding crisps values. Such fuzzy evaluation can be used as a systematic tool to overcome the uncertainty evaluation of suppliers' performance which usually associated with human being subjective judgments.

  13. On the benefits and challenges of a coordinated Validation and Quality Assessment of the GMES Service Element for Atmosphere (PROMOTE)

    NASA Astrophysics Data System (ADS)

    Rosalia Delgado Blanco, Maria; Lambert, Jean-Christopher; Skarlas, Pauline

    (INSPIRE Directive, ISO standards) is verified. The PROMOTE Validation Protocol can be applied universally and consistently across the services network. This generalized application across the PROMOTE Network sets the foundations for three pillars of compliance with GMES requirements, namely, of standardization, interoperability and sustainability. Building on the experience gained after two years of project performance, this paper browses the principles, challenges, and benefits of the GSE PROMOTE data quality strategy for future GEOSS-oriented Atmospheric Services.

  14. Models of Quality of Service and Quality of Information Assurance Towards Their Dynamic Adaptation

    DTIC Science & Technology

    2011-03-01

    50 iv Summary As we increasingly rely on online services on computer and network systems to support...on. Chen et al. (2004) describe QoS requirements of various network applications for online services , (e.g., web browsing, email, file transfer...audio and video broadcasting, audio and video on demand, audio and video conferencing, voice over IP, etc). QoS requirements for those online services are

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

    PubMed

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

    2009-01-01

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

  16. Client perception of service quality at the outpatient clinics of a General hospital in Lagos, Nigeria

    PubMed Central

    Ogunnowo, Babatunde Enitan; Olufunlayo, Tolulope Florence; Sule, Salami Suberu

    2015-01-01

    Introduction Service quality assessments have assumed increasing importance in the last two decades. They are useful in identifying gaps in services been provided with the ultimate aim of guaranteeing quality assurance. The objective of this study was to assess the client perception of service quality at the outpatient clinics of Randle General hospital, Lagos. Methods A descriptive cross sectional study was conducted from March to May 2013. A multistage sampling technique was used to select respondents and data was collected with the aid of modified SERVQUAL questionnaires. The data was analysed with aid of EPI-INFO 2002 and statistical significance was set at a P value 0.05 for statistical significance. Results Total of 400 respondents were interviewed. The mean age was 40 years with a standard deviation of 15.2 yrs. The highest mean score of 4.35 out of a possible maximum of 5 was recorded in assurance domain while the lowest mean score of 4.00 was recorded in the responsiveness domain. The overall mean score of all the domains was 4.20 with standard deviation of 0.51. Overall majority (80.8%) of respondents rated the overall service quality as good/ very good. After linear regression, the assurance domain was the most important predictor of the overall perceived service quality (p< 0.001). Conclusion The overall perceived service quality was good. The major deficiencies were in the responsiveness domain and especially the waiting time. The hospital management should implement measures to improve the responsiveness of services by ensuring prompt delivery of services. PMID:26834921

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

    PubMed

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

    2012-01-01

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

  18. Performance testing of personnel dosimetry services. A revised procedures manual

    SciTech Connect

    Miklos, J.; Plato, P.

    1983-02-01

    The US Nuclear Regulatory Commission's pilot study of the Health Physics Society Standards Committee Standard, Criteria for Testing Personnel Dosimetry Performance, was begun in 1977. A third test of this Standard was conducted from November, 1981 through April, 1982. The objective of this Procedures Manual is to describe the procedures used for Test No. 3 which reflect the changes in the Standard from Tests No. 1 and No. 2. This Manual describes each of the radiation sources used for Test No. 3, as well as the administrative procedures used during the test program. Methods of irradiation, quality control, data analysis, record keeping, and handling large numbers of dosimeters are presented. This Manual discusses the role of the National Bureau of Standards in verifying the validity of the calibration of each radiation source. Suggestions for improving irradiation procedures are included as well as recommendations that will facilitate the operation of the permanent testing facility.

  19. The Gap between Compliance with the Quality Performance Measure "Perioperative Temperature Management" and Normothermia.

    PubMed

    Steelman, Victoria M; Perkhounkova, Yelena S; Lemke, Jon H

    2015-01-01

    The National Quality Forum (NQF) has endorsed the process performance measure Perioperative Temperature Management, which is used by the Joint Commission and the Centers for Medicare and Medicaid Services. Compliance requires either using active warming intraoperatively or achieving normothermia near the end of anesthesia. Compliance may actually be achieved by using forced-air warming incorrectly and without maintaining normothermia. The aim of this study was to determine to what extent compliance with the NQF-endorsed quality performance measure, is congruent with normothermia at the end of the surgical procedure. This study describes the relationship between compliance with this measure and the outcome of normothermia upon admission to the postanesthesia care unit. A retrospective review was undertaken of patients undergoing surgery with general or neuraxial anesthesia during a 48-month period of time in a community hospital. A total of 5.8% of patients for whom the quality performance measure was met were hypothermic upon admission to the postanesthesia care unit. The greatest gaps between compliance with the measure and normothermia were found in urology (8.5%) and orthopedics (7.7%). Patients who receive care compliant with the quality performance measure by receiving active warming are still at risk for hypothermia.

  20. Performance indicators: A tool for continuous quality improvement

    PubMed Central

    Bhatnagar, Nidhi M; Soni, Shital; Gajjar, Maitrey; Shah, Mamta; Shah, Sangita; Patel, Vaidehi

    2016-01-01

    Background: Performance monitoring is an important tool which can be used for setting priorities for process improvement. At our centre, we have been monitoring every step in the processes, right from inventory of consumables (both critical and routine) to number of donors reactive for TTI. We conducted a study to measure the impact of monitoring Performance Indicators and how it could be used as a tool for Continuous Quality Improvement (CQI). Materials and Methods: The present study was a retrospective study where the performance indicator (PI) data of blood bank was analyzed for over four years. For certain parameters, benchmarks or thresholds were set that represented warning limits or action limits. The yearly data were collated from monthly data. Shifts or Trends, if any, were identified and Corrective and Preventive Action (CAPA) taken accordingly. At the end, outcomes of the analysis were charted. Results: After the yearly data evaluation, outcomes obtained were used to plan, correct and amend processes and systems in the blood center. It was observed that the workload of the center showed an upward trend. This helped us to plan for the purchase of consumables and management of manpower. The monitoring of usage and discard of blood helped in the efficient management of blood stocks. The need for any new equipment could also be judged by the trends in workload. Conclusion: Performance indicators are indispensible tools which various stakeholders in the Blood Transfusion centres should implement to improve on quality performance. PMID:27011669

  1. Enhancing library services: an exploration in meeting customer needs through total quality management.

    PubMed

    Cundari, L; Stutz, K

    1995-01-01

    Total Quality Management (TQM) is a process which focuses on understanding customer needs and improving customer service and satisfaction. A TQM committee was created at the Devereux Foundation's Professional Library to assess user satisfaction and make recommendations for improving library services to better meet consumer needs. The committee distributed a satisfaction survey to 156 of the most likely library users and 84 (54%) were returned. Overall, survey results indicate that most consumers are satisfied with the materials and services provided by the Professional Library. Recommendations for improving library services and strategies for implementing these recommendations are discussed.

  2. Physician group cultural dimensions and quality performance indicators: not all is equal.

    PubMed

    Smalarz, Amy

    2006-01-01

    A group practice culture survey measured the cultural dimensions of physician groups, and their relationship to group quality performance was explored. Cultural dimensions were statistically significant in explaining variance of quality performance among the physician groups studied. However, different cultural dimensions contributed to each of the quality performance indicators measured. Thus, cultural dimensions are important factors influencing physician groups' quality performance.

  3. Comparing private sector family planning services to government and NGO services in Ethiopia and Pakistan: how do social franchises compare across quality, equity and cost?

    PubMed

    Shah, Nirali M; Wang, Wenjuan; Bishai, David M

    2011-07-01

    Policy makers in developing countries need to assess how public health programmes function across both public and private sectors. We propose an evaluation framework to assist in simultaneously tracking performance on efficiency, quality and access by the poor in family planning services. We apply this framework to field data from family planning programmes in Ethiopia and Pakistan, comparing (1) independent private sector providers; (2) social franchises of private providers; (3) non-government organization (NGO) providers; and (4) government providers on these three factors. Franchised private clinics have higher quality than non-franchised private clinics in both countries. In Pakistan, the costs per client and the proportion of poorest clients showed no differences between franchised and non-franchised private clinics, whereas in Ethiopia, franchised clinics had higher costs and fewer clients from the poorest quintile. Our results highlight that there are trade-offs between access, cost and quality of care that must be balanced as competing priorities. The relative programme performance of various service arrangements on each metric will be context specific.

  4. Comparing private sector family planning services to government and NGO services in Ethiopia and Pakistan: how do social franchises compare across quality, equity and cost?

    PubMed Central

    Shah, Nirali M; Wang, Wenjuan; Bishai, David M

    2011-01-01

    Policy makers in developing countries need to assess how public health programmes function across both public and private sectors. We propose an evaluation framework to assist in simultaneously tracking performance on efficiency, quality and access by the poor in family planning services. We apply this framework to field data from family planning programmes in Ethiopia and Pakistan, comparing (1) independent private sector providers; (2) social franchises of private providers; (3) non-government organization (NGO) providers; and (4) government providers on these three factors. Franchised private clinics have higher quality than non-franchised private clinics in both countries. In Pakistan, the costs per client and the proportion of poorest clients showed no differences between franchised and non-franchised private clinics, whereas in Ethiopia, franchised clinics had higher costs and fewer clients from the poorest quintile. Our results highlight that there are trade-offs between access, cost and quality of care that must be balanced as competing priorities. The relative programme performance of various service arrangements on each metric will be context specific. PMID:21729919

  5. Child and adolescent service experience (ChASE): measuring service quality and therapeutic process.

    PubMed

    Day, Crispin; Michelson, Daniel; Hassan, Imren

    2011-11-01

    OBJECTIVES. Dissatisfaction with services has been associated with poorer child mental health outcomes, early treatment termination as well as disagreements over the nature of mental health difficulties, reasons for referral and therapy goals. The development of straightforward, reliable, and accurate methods of eliciting service users' views is essential within child and adolescent mental health care. This paper describes the development of the child and adolescent service experience (ChASE), a tool to measure children and young people's service experience DESIGN. The study comprises a non-experimental, cross-sectional design. METHODS. Participants were 132 mental health service users aged 8-18 years. Participants and their main carer completed the ChASE, Parent Satisfaction Questionnaire (PSQ) (Stallard, 1996) and Strengths and Difficulties (SDQ) Impact Supplement. Clinicians completed the SDQ Impact Supplement and provided clinical activity data. A sub-sample of participants completed the ChASE on a second occasion, 6 weeks after the completion of the first questionnaire. RESULTS. Scrutiny of ChASE data indicated high levels of completion. Principal axis factoring identified three factors within the ChASE: Relationship, Privacy, and Session Activity. The ChASE has good internal consistency and test-retest reliability. Significant correlations were found between the ChASE and carer satisfaction, service use, and youth clinical outcomes. CONCLUSIONS. The ChASE is a short, psychometrically robust tool for routine measurement of children, and young people's experience of mental health services, which users can complete easily. The results underline the importance of alliance factors to children and young people and their association with clinical improvement as well as the potential for the ChASE to be used a measure of children's therapeutic progress and alliance.

  6. Effect of quality metric monitoring and colonoscopy performance

    PubMed Central

    Razzak, Anthony; Smith, Dineen; Zahid, Maliha; Papachristou, Georgios; Khalid, Asif

    2016-01-01

    Background and aims: Adenoma detection rate (ADR) and cecal withdrawal time (CWT) have been identified as measures of colonoscopy quality. This study evaluates the impact of monitoring these measures on provider performance. Methods: Six blinded gastroenterologists practicing at a Veterans Affairs Medical Center were prospectively monitored over 9 months. Data for screening, adenoma surveillance, and fecal occult blood test positive (FOBT +) indicated colonoscopies were obtained, including exam preparation quality, cecal intubation rate, CWT, ADR, adenomas per colonoscopy (APC), and adverse events. Metrics were continuously monitored after a period of informed CWT monitoring and informed CWT + ADR monitoring. The primary outcome was impact on ADR and APC. Results: A total of 1671 colonoscopies were performed during the study period with 540 before informed monitoring, 528 during informed CWT monitoring, and 603 during informed CWT + ADR monitoring. No statistically significant impact on ADR was noted across each study phase. Multivariate regression revealed a trend towards fewer adenomas removed during the CWT monitoring phase (OR = 0.79; 95 %CI 0.62 – 1.02, P = 0.065) and a trend towards more adenomas removed during the CWT + ADR monitoring phase when compared to baseline (OR = 1.26; 95 %CI 0.99 – 1.61, P = 0.062). Indication for examination and provider were significant predictors for higher APC. Provider-specific data demonstrated a direct relationship between high ADR performers and increased CWT. Conclusions: Monitoring quality metrics did not significantly alter colonoscopy performance across a small heterogeneous group of providers. Non-significant trends towards higher APC were noted with CWT + ADR monitoring. Providers with a longer CWT had a higher ADR. Further studies are needed to determine the impact of monitoring on colonoscopy performance. PMID:27747273

  7. Path correlation considered prioritized burst segmentation for quality of service support in optical burst switching networks

    NASA Astrophysics Data System (ADS)

    Hou, Rui; Changyue, Jiana; He, Tingting; Yu, Jianwei; Lei, Bo; Mao, Tengyue

    2013-04-01

    Burst segmentation (BS) is a high-efficiency contention resolution scheme in bufferless optical burst switching (OBS) networks. A prioritized BS scheme for quality of service (QoS) support is developed. Unlike the existing work on the BS scheme, the proposed BS model considers path-correlated factors, such as path length, the adjoining paths carrying traffic on a given path, and the multipriority traffic coming from all paths. Byte loss probability for high-priority and low-priority bursts under the time-based assembly approach and the length-based assembly approach to estimate the performance of the proposed BS scheme by comparing the cumulative distribution function of a burst length in an OBS ingress node (source) with that in an egress node (destination) is introduced. A preemptive BS policy for different priority bursts is proposed to support the QoS of the OBS network. Finally, a simulation is given to validate the proposed analytical model in an existing OBS network with two priority bursts. It is shown that the proposed BS scheme can realize the service differentiation for multipriority traffic under the consideration of network topology-dependent parameters.

  8. Real-time Strehl and image quality performance estimator at Paranal Observatory

    NASA Astrophysics Data System (ADS)

    Mawet, Dimitri; Smette, Alain; Sarazin, Marc S.; Kuntschner, Harald; Girard, Julien H.

    2014-08-01

    Here we describe a prototype Strehl and image quality performance estimator and its integration into Paranal operations, starting with UT4 and its suite of three infrared instruments: adaptive optics-fed imager/spectrograph NACO (temporarily out of operations) and integral field unit SINFONI, as well as wide-field imager HAWK-I. The real-time estimator processes the ambient conditions (seeing, coherence time, airmass, etc.) from the DIMM, and telescope Shack-Hartmann image analyzer to produce estimates of image quality and Strehl ratio every ~ 30 seconds. The estimate is using ad-hoc instrumental models, based in part on the PAOLA adaptive optics simulator. We discuss the current performance of the estimator vs real IQ and Strehl measurements, its impact on service mode efficiency, prospects for full deployment at other UTs, its use for the adaptive optics facility (AOF), and inclusion of the SLODAR-measured fine turbulence characteristics.

  9. 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

  10. On the definition of adapted audio/video profiles for high-quality video calling services over LTE/4G

    NASA Astrophysics Data System (ADS)

    Ndiaye, Maty; Quinquis, Catherine; Larabi, Mohamed Chaker; Le Lay, Gwenael; Saadane, Hakim; Perrine, Clency

    2014-01-01

    During the last decade, the important advances and widespread availability of mobile technology (operating systems, GPUs, terminal resolution and so on) have encouraged a fast development of voice and video services like video-calling. While multimedia services have largely grown on mobile devices, the generated increase of data consumption is leading to the saturation of mobile networks. In order to provide data with high bit-rates and maintain performance as close as possible to traditional networks, the 3GPP (The 3rd Generation Partnership Project) worked on a high performance standard for mobile called Long Term Evolution (LTE). In this paper, we aim at expressing recommendations related to audio and video media profiles (selection of audio and video codecs, bit-rates, frame-rates, audio and video formats) for a typical video-calling services held over LTE/4G mobile networks. These profiles are defined according to targeted devices (smartphones, tablets), so as to ensure the best possible quality of experience (QoE). Obtained results indicate that for a CIF format (352 x 288 pixels) which is usually used for smartphones, the VP8 codec provides a better image quality than the H.264 codec for low bitrates (from 128 to 384 kbps). However sequences with high motion, H.264 in slow mode is preferred. Regarding audio, better results are globally achieved using wideband codecs offering good quality except for opus codec (at 12.2 kbps).

  11. 49 CFR 192.381 - Service lines: Excess flow valve performance standards.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 49 Transportation 3 2010-10-01 2010-10-01 false Service lines: Excess flow valve performance...) PIPELINE AND HAZARDOUS MATERIALS SAFETY ADMINISTRATION, DEPARTMENT OF TRANSPORTATION (CONTINUED) PIPELINE... Meters, Service Regulators, and Service Lines § 192.381 Service lines: Excess flow valve...

  12. Multileaf collimator performance monitoring and improvement using semiautomated quality control testing and statistical process control

    SciTech Connect

    Létourneau, Daniel McNiven, Andrea; Keller, Harald; Wang, An; Amin, Md Nurul; Pearce, Jim; Norrlinger, Bernhard; Jaffray, David A.

    2014-12-15

    Purpose: High-quality radiation therapy using highly conformal dose distributions and image-guided techniques requires optimum machine delivery performance. In this work, a monitoring system for multileaf collimator (MLC) performance, integrating semiautomated MLC quality control (QC) tests and statistical process control tools, was developed. The MLC performance monitoring system was used for almost a year on two commercially available MLC models. Control charts were used to establish MLC performance and assess test frequency required to achieve a given level of performance. MLC-related interlocks and servicing events were recorded during the monitoring period and were investigated as indicators of MLC performance variations. Methods: The QC test developed as part of the MLC performance monitoring system uses 2D megavoltage images (acquired using an electronic portal imaging device) of 23 fields to determine the location of the leaves with respect to the radiation isocenter. The precision of the MLC performance monitoring QC test and the MLC itself was assessed by detecting the MLC leaf positions on 127 megavoltage images of a static field. After initial calibration, the MLC performance monitoring QC test was performed 3–4 times/week over a period of 10–11 months to monitor positional accuracy of individual leaves for two different MLC models. Analysis of test results was performed using individuals control charts per leaf with control limits computed based on the measurements as well as two sets of specifications of ±0.5 and ±1 mm. Out-of-specification and out-of-control leaves were automatically flagged by the monitoring system and reviewed monthly by physicists. MLC-related interlocks reported by the linear accelerator and servicing events were recorded to help identify potential causes of nonrandom MLC leaf positioning variations. Results: The precision of the MLC performance monitoring QC test and the MLC itself was within ±0.22 mm for most MLC leaves

  13. [Comprehensive and competition-oriented quality management in social medicine expert services].

    PubMed

    Seger, W

    1996-05-01

    In free competition expert services in Social Medicine must supply their expertise with high quality in a short time and at low cost. The demands by customers in respect of motivation of the staff and innovative organisation are as important competitive factors as high quality standards for expertise production. These guiding principles completed by "Kaizen" and "Lean production" are necessary requirements for the further existence of the enterprise in competition. Quality assurance must be promoted in a process looking to the future in active quality management.

  14. A memory clinic v. traditional community mental health team service: comparison of costs and quality.

    PubMed

    Rubinsztein, Judy Sasha; van Rensburg, Marelna Janse; Al-Salihy, Zerak; Girling, Deborah; Lafortune, Louise; Radhakrishnan, Muralikrishnan; Brayne, Carol

    2015-02-01

    Aims and method To compare the cost and quality of a memory-clinic-based service (MCS) with a traditional community mental health team (CMHT) service. Using a retrospective case-note review, we studied two groups, each with 33 participants. Consecutive referrals for diagnostic 'memory' assessments over 4 months were evaluated. Participants were evaluated for up to 6 months. Results The MCS was less costly than the CMHT service but the difference was not statistically significant (mean cost for MCS was £742, mean cost for CMHT service was £807). The MCS offered more multidisciplinary and comprehensive care, including: pre- and post-diagnostic counselling, more systematic screening of blood for reversible causes of dementia, more use of structured assessment instruments in patients/carers, signposting to the third sector as well as more consistent copying of letters to patients/carers. Clinical implications An MCS service offered more comprehensive and multidisciplinary service at no extra cost to secondary care.

  15. How Do Students Measure Service Quality in e-Learning? A Case Study regarding an Internet-Based University

    ERIC Educational Resources Information Center

    Martinez-Arguelles, Maria; Castan, Jose; Juan, Angel

    2010-01-01

    This article discusses the importance of measuring how students perceive quality of service in online higher education. The article also reviews the existing literature on measuring users' perceptions about quality in e-services. Even when there are a lot of articles on this matter, none of them focuses on e-learning services, so this paper tries…

  16. Quality improvement education to improve performance on ulcerative colitis quality measures and care processes aligned with National Quality Strategy priorities.

    PubMed

    Greene, Laurence; Moreo, Kathleen

    2015-01-01

    care. The findings indicate the potential for QI education to support gastroenterologists in improving their performance on key measures of care quality for patients with ulcerative colitis.

  17. 26 CFR 31.3121(b)(16)-1 - Services performed under share-farming arrangement.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 26 Internal Revenue 15 2010-04-01 2010-04-01 false Services performed under share-farming arrangement. 31.3121(b)(16)-1 Section 31.3121(b)(16)-1 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT... Revenue Code of 1954) General Provisions § 31.3121(b)(16)-1 Services performed under...

  18. 26 CFR 31.3121(b)(16)-1 - Services performed under share-farming arrangement.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... 26 Internal Revenue 15 2012-04-01 2012-04-01 false Services performed under share-farming arrangement. 31.3121(b)(16)-1 Section 31.3121(b)(16)-1 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT... Revenue Code of 1954) General Provisions § 31.3121(b)(16)-1 Services performed under...

  19. 26 CFR 31.3121(b)(16)-1 - Services performed under share-farming arrangement.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 26 Internal Revenue 15 2011-04-01 2011-04-01 false Services performed under share-farming arrangement. 31.3121(b)(16)-1 Section 31.3121(b)(16)-1 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT... Revenue Code of 1954) General Provisions § 31.3121(b)(16)-1 Services performed under...

  20. 26 CFR 31.3121(b)(16)-1 - Services performed under share-farming arrangement.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... 26 Internal Revenue 15 2013-04-01 2013-04-01 false Services performed under share-farming arrangement. 31.3121(b)(16)-1 Section 31.3121(b)(16)-1 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT... Revenue Code of 1954) General Provisions § 31.3121(b)(16)-1 Services performed under...