Science.gov

Sample records for service quality performance

  1. Perceived factors of family planning clinic performance and service quality.

    PubMed

    Roberto, E L

    1993-01-01

    As part of a larger operations research project, this 1990 study analyzed the performance of the Philippine Department of Health's (DOH) family planning (FP) clinics. Specific study objectives were 1) to measure acceptor targets, servicing capacity utilization, outreach, and costs; 2) to determine what providers believed affected performance; 3) to record which quality indicator providers use; and 4) to determine the perceptions of acceptors about clinic personnel, the clinic as a FP outlet, FP service processing, and FP service quality. Data were gathered from clinic records and from sample surveys in 25 clinics in four specified locations. Eight clients were sampled from each of the 100 clinics. It was found that clinic staff accepted low attainment of FP acceptor targets and that clinic capacity utilization levels were at 25% of capacity. Providers were unaware of the number of potential FP acceptors in their areas and had no information about the costs of running their clinics. The FP clinic managers identified 34 major determinants of clinic performance, but more than half reported that they had very little control over these determinants. The providers described quality service from the point of view of the acceptors and described the quality of a clinic in terms of the minimal physical characteristics required. The acceptor survey revealed that acceptor satisfaction depends upon 1) clinic accessibility and lay-out, 2) intensive personal contact, and 3) clinic infrastructure. The study uncovered a need for the DOH to institute management training programs for clinic managers and to provide managers with the resources and personnel to shift priorities in favor of FP coverage and prevalence. Managers, who are resource allocators, must also receive information about the costs of FP services in their clinics. In addition, the DOH's determination that its FP program would be facility- rather than community-based should be modified to incorporate community outreach

  2. 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.…

  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. Service quality measurement.

    PubMed

    McAlexander, J H; Kaldenberg, D O; Koenig, H F

    1994-01-01

    Extending the research on service quality in health care, the authors examine the efficacy of four models for measuring service quality and conclude that SERVPERF methods are superior to SERVQUAL methods. Their study found that dental patients' assessments of overall service quality were strongly influenced by assessments of provider performance. Furthermore, an examination into the causal order between perceptions of overall service quality and patient satisfaction reveals such strong reciprocal influences that it's impossible to conclude that one empirically precedes the other. Finally, the authors found that purchase intentions are influenced by both patient satisfaction and patient assessments of overall service quality. PMID:10138734

  5. 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

  6. 75 FR 41920 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-07-19

    ... on the following collection of information was published on April 16, 2010 (75 FR 21716). DATES...; Airline Service Quality Performance--Part 234 AGENCY: Research & Innovative Technology Administration..., Office of Airline Information, RTS-42, Room E36-303, RITA, BTS, 1200 New Jersey Avenue, SE.,...

  7. 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.

  8. 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.

  9. 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.

  10. 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)

  11. Importance/performance analysis: a tool for service quality control by clinical laboratories.

    PubMed

    Scammon, D L; Weiss, R

    1991-01-01

    A study of customer satisfaction with clinical laboratory service is used as the basis for identifying potential improvements in service and more effectively targeting marketing activities to enhance customer satisfaction. Data on customer satisfaction are used to determine the aspects of service most critical to customers, how well the organization is doing in delivery of service, and how consistent service delivery is. Importance-performance analysis is used to highlight areas for future resource reallocation and strategic emphasis. Suggestions include the establishment of performance guidelines for customer contact personnel, the enhancement of timely delivery of reports via electronic transmission (computer and fax), and the development of standardized graphics for request and report forms to facilitate identification of appropriate request forms and guide clients to key items of information on reports.

  12. 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…

  13. [Quality assurance of examinations performed by laboratories of the State Sanitary Inspection Service].

    PubMed

    Indulski, J A; Dobecki, M

    1994-01-01

    An accredited laboratory means that its competence in performing particular tests and examinations is officially recognised. Requirements concerning testing laboratories are specified in the European Standard EN 45001 and in the Guide ISO/ICE-25. When applying for an accreditation laboratories of the State Sanitary Inspectorate have to develop new or adjust existing systems of quality assurance in accordance with the aforesaid recommendations. The system of laboratory quality assurance should be described thoroughly in the quality manual and backed up by an appropriate documentation. An application for accreditation should be preceded by the following steps: setting up of a team of persons responsible for quality assurance policy, drawing up criteria for assessing testing methods and procedures, promoting principles of quality assurance and introducing necessary corrections, formulating an accreditation application form which should comprise: the range of expected accreditation, kind of investigations to be performed and methods to be applied. An application together with the quality manual should be submitted to the Central Bureau for Product Quality Assurance in Warsaw--the only office which grants accreditation in Poland.

  14. 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)

  15. 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.

  16. 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…

  17. 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. PMID:18020790

  18. 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.

  19. 77 FR 18306 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-03-27

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF TRANSPORTATION... the On-Time Flight Performance Reports to identify problem areas within the air traffic control system... considering booking and the rate of mishandled baggage for each reporting carrier. The reports are filed...

  20. Ensuring High Quality Research Services.

    ERIC Educational Resources Information Center

    Gardner, Bob

    This paper discusses ensuring high quality research services that meet client needs, based on experiences at the Research and Information Services of the Ontario Legislative Library (Canada). The first section is an introduction that provides an overview of the Research and Information Services and summarizes factors related to quality control.…

  1. Relationship marketing and service quality.

    PubMed

    Delene, L M

    1992-05-01

    The delivery of services in college health centers is improved through the use of relationship marketing and service quality advancement. Relationship marketing works to attract, maintain, and enhance customer or client relationships with the healthcare provider. The facets of relationship marketing are explored, with the greatest emphasis placed on internal marketing. Higher quality health services come from continuous improvement, a focus on process, and intensive staff development and participation, which build a service culture. PMID:1602093

  2. Studies in Ambulatory Care Quality Assessment in the Indian Health Service. Volume II: Appraisal of System Performance.

    ERIC Educational Resources Information Center

    Nutting, Paul A.; And Others

    Six Indian Health Service (IHS) units, chosen in a non-random manner, were evaluated via a quality assessment methodology currently under development by the IHS Office of Research and Development. A set of seven health problems (tracers) was selected to represent major health problems, and clinical algorithms (process maps) were constructed for…

  3. 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

  4. 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.

  5. 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. PMID:25170768

  6. 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

  7. 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…

  8. 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…

  9. Helping You Identify Quality Laboratory Services

    MedlinePlus

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

  10. 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

  11. 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…

  12. A systemic health care quality service program.

    PubMed

    Kalafat, J; Siman, M L; Walsh, L

    1991-01-01

    This article describes a systemic quality service program implemented in a community hospital as an initial component of a total quality approach. The program interventions are based on consumer research and principles that have been effective in producing organizational change and enhancing worker performance. The description of the program is organized around six change and performance-enhancement principles: (1) establishing the importance of the performance, (2) specifying the expected performance, (3) ensuring the ability to carry out the performance, (4) accurately measuring the performance, (5) providing consequences, and (6) addressing systemic blocks to effective performance. Evaluative data are presented, indicating enhanced performance in the critical areas of documented resolutions to problems and reduced response time to problems.

  13. Web service performance script

    SciTech Connect

    2009-08-01

    This python script, available from ESRI and modified here, checks a server at specified intervals to ensure that web services remain up and running. If any are found to be off, they are automatically turned back on.

  14. Measuring physician attitudes of service quality.

    PubMed

    Walbridge, S W; Delene, L M

    1993-01-01

    The quality of physician services is not yet included in the current Medicare Resource-Based Relative Value Scale (RBRVS) formula. Future RBRVS reimbursement calculations may incorporate a quality index. The authors' research sought to explore the applicability of SERVQUAL determinants when measuring physician perceptions of service quality. Process quality determinants, such as "Reliability," "Assurance," and "Empathy," were rated higher in relative importance by physicians than outcome quality determinants, such as "Core Medical Services," and six of the seven service quality determinants were rated higher by older physicians. Further analyses indicated that physicians' perceptions of health care service quality varied because of factors such as number of years in practice and gender.

  15. 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…

  16. Service Quality: A Concept not Fully Explored.

    ERIC Educational Resources Information Center

    Hernon, Peter; Nitecki, Danuta A.

    2001-01-01

    Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…

  17. 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)

  18. Effect of Paying for Performance on Utilisation, Quality, and User Costs of Health Services in Tanzania: A Controlled Before and After Study

    PubMed Central

    Binyaruka, Peter; Patouillard, Edith; Powell-Jackson, Timothy; Greco, Giulia; Maestad, Ottar; Borghi, Josephine

    2015-01-01

    Background Despite widespread implementation across Africa, there is limited evidence of the effect of payment for performance (P4P) schemes in low income countries on the coverage of quality services and affordability, consistent with universal health coverage objectives. We examined the effect of a government P4P scheme on utilisation, quality, and user costs of health services in Tanzania. Methods We evaluated the effects of a P4P scheme on utilisation of all maternal and child immunization services targeted by the scheme, and non-targeted general outpatient service use. We also evaluated effects on patient satisfaction with care and clinical content of antenatal care, and user costs. The evaluation was done in 150 facilities across all 7 intervention districts and 4 comparison districts with two rounds of data collection over 13-months in January 2012 and February 2013. We sampled 3000 households of women who had delivered in the 12 months prior to interview; 1500 patients attending health facilities for targeted and non-targeted services at each round of data collection. Difference-in-difference regression analysis was employed. Findings We estimated a significant positive effect on two out of eight targeted indicators. There was an 8.2% (95% CI: 3.6% to 12.8%) increase in coverage of institutional deliveries among women in the intervention area, and a 10.3% (95% CI: 4.4% to 16.1%) increase in the provision of anti-malarials during pregnancy. Use of non-targeted services reduced at dispensaries by 57.5 visits per month among children under five (95% CI: -110.2 to -4.9) and by 90.8 visits per month for those aged over five (95% CI: -156.5 to -25.2). There was no evidence of an effect of P4P on patient experience of care for targeted services. There was a 0.05 (95% CI: 0.01 to 0.10) increase in the patient satisfaction score for non-targeted services. P4P was associated with a 5.0% reduction in those paying out of pocket for deliveries (95% CI: -9.3% to -0

  19. Measuring Service Quality in a Tertiary Institution.

    ERIC Educational Resources Information Center

    Soutar, Geoffrey; McNeil, Margaret

    1996-01-01

    Measures service quality from the viewpoint of customers (students at an Australian university), using the SERVQUAL model. Obtains evaluations of academic and administrative aspects of the educational service. Makes significant negative evaluations of administrative service quality (resulting from communication problems). Satisfaction with the…

  20. 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.

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

    NASA Astrophysics Data System (ADS)

    Najafi, Seyedvahid; Saati, Saber; Tavana, Madjid

    2015-10-01

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

  2. Measuring physician attitudes of service quality.

    PubMed

    Walbridge, S W; Delene, L M

    1993-01-01

    The quality of physician services is not yet included in the current Medicare Resource-Based Relative Value Scale (RBRVS) formula. Future RBRVS reimbursement calculations may incorporate a quality index. The authors' research sought to explore the applicability of SERVQUAL determinants when measuring physician perceptions of service quality. Process quality determinants, such as "Reliability," "Assurance," and "Empathy," were rated higher in relative importance by physicians than outcome quality determinants, such as "Core Medical Services," and six of the seven service quality determinants were rated higher by older physicians. Further analyses indicated that physicians' perceptions of health care service quality varied because of factors such as number of years in practice and gender. PMID:10126032

  3. 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.

  4. 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.

  5. 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,…

  6. 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...

  7. Work Organization, Technology, and Performance in Customer Service and Sales.

    ERIC Educational Resources Information Center

    Batt, Rosemary

    1999-01-01

    Performance data on 223 customer-service and sales representatives showed that participation in self-managed teams correlated with significant improvement in service quality and 9.3% sales increase. New technology helped teams increase sales 17.4%. Total-quality management did not affect performance. Results show that group collaboration fosters…

  8. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and... PIHP have an ongoing quality assessment and performance improvement program for the services it... and overutilization of services. (4) Have in effect mechanisms to assess the quality...

  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. 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. PMID:19271796

  11. Strategic service quality management for health care.

    PubMed

    Anderson, E A; Zwelling, L A

    1996-01-01

    Quality management has become one of the most important and most debated topics within the service sector. This is especially true for health care, as the controversy rages on how the existing American system should be restructured. Health care reform aimed at reducing costs and ensuring access to all Americans cannot be allowed to jeopardize the quality of care. As such, total quality management (TQM) has become a vital ingredient to strategic planning within the health care domain. At the heart of any such quality improvement effort is the issue of measurement. TQM cannot be effectively utilized as a competitive weapon unless quality can be accurately defined, measured, evaluated, and monitored over time. Through such analysis a hospital can elect how to expend its limited resources toward those quality improvement projects which will impact customer perceptions of service quality the most. Thus, the purpose of this report is to establish a framework by which to approach the issue of quality measurement, delineate the various components of quality that exist in health care, and explore how these elements affect one another. We propose that the issue of quality measurement in health care be approached as an integration of service quality attributes common to other service organizations and technical quality attributes unique to health care. We hope that this research will serve as a first step toward the synthesis of the various quality attributes inherent in the health care domain and encourage other researchers to address the interactions of the various quality attributes. PMID:8763215

  12. 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,…

  13. 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…

  14. Improving the Quality of Telephone Reference Service.

    ERIC Educational Resources Information Center

    Quinn, Brian

    1995-01-01

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

  15. 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.

  16. [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. PMID:26744187

  17. 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…

  18. 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…

  19. [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.

  20. 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…

  1. 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.

  2. 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. PMID:10158426

  3. Class of service in the high performance storage system

    SciTech Connect

    Louis, S.; Teaff, D.

    1995-01-10

    Quality of service capabilities are commonly deployed in archival mass storage systems as one or more client-specified parameters to influence physical location of data in multi-level device hierarchies for performance or cost reasons. The capabilities of new high-performance storage architectures and the needs of data-intensive applications require better quality of service models for modern storage systems. HPSS, a new distributed, high-performance, scalable, storage system, uses a Class of Service (COS) structure to influence system behavior. The authors summarize the design objectives and functionality of HPSS and describes how COS defines a set of performance, media, and residency attributes assigned to storage objects managed by HPSS servers. COS definitions are used to provide appropriate behavior and service levels as requested (or demanded) by storage system clients. They compare the HPSS COS approach with other quality of service concepts and discuss alignment possibilities.

  4. Subspecialty surgical pathologist's performances as triage pathologists on a telepathology-enabled quality assurance surgical pathology service: A human factors study

    PubMed Central

    Braunhut, Beth L.; Graham, Anna R.; Lian, Fangru; Webster, Phyllis D.; Krupinski, Elizabeth A.; Bhattacharyya, Achyut K.; Weinstein, Ronald S.

    2014-01-01

    Background: The case triage practice workflow model was used to manage incoming cases on a telepathology-enabled surgical pathology quality assurance (QA) service. Maximizing efficiency of workflow and the use of pathologist time requires detailed information on factors that influence telepathologists’ decision-making on a surgical pathology QA service, which was gathered and analyzed in this study. Materials and Methods: Surgical pathology report reviews and telepathology service logs were audited, for 1862 consecutive telepathology QA cases accrued from a single Arizona rural hospital over a 51 month period. Ten university faculty telepathologists served as the case readers. Each telepathologist had an area of subspecialty surgical pathology expertise (i.e. gastrointestinal pathology, dermatopathology, etc.) but functioned largely as a general surgical pathologist while on this telepathology-enabled QA service. They handled all incoming cases during their individual 1-h telepathology sessions, regardless of the nature of the organ systems represented in the real-time incoming stream of outside surgical pathology cases. Results: The 10 participating telepathologists’ postAmerican Board of pathology examination experience ranged from 3 to 36 years. This is a surrogate for age. About 91% of incoming cases were immediately signed out regardless of the subspecialty surgical pathologists’ area of surgical pathology expertise. One hundred and seventy cases (9.13%) were deferred. Case concurrence rates with the provisional surgical pathology diagnosis of the referring pathologist, for incoming cases, averaged 94.3%, but ranged from 88.46% to 100% for individual telepathologists. Telepathology case deferral rates, for second opinions or immunohistochemistry, ranged from 4.79% to 21.26%. Differences in concordance rates and deferral rates among telepathologists, for incoming cases, were significant but did not correlate with years of experience as a practicing

  5. Service Quality: An Unobtrusive Investigation of Interlibrary Loan in Large Public Libraries in Canada.

    ERIC Educational Resources Information Center

    Hebert, Francoise

    1994-01-01

    Describes a study that investigated the quality of interlibrary loan services in Canadian public libraries from the library's and the user's perspectives and then compared results. Measures of interlibrary loan performance are reviewed; an alternative conceptualization of service quality is discussed; and SERVQUAL, a measure of service quality, is…

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

    PubMed Central

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

    2014-01-01

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

  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. 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…

  10. [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

  11. [Quality of services in a small hospital].

    PubMed

    Clément, Y

    1993-04-01

    The nursing services department of a 64 bed hospital in Caraquet, New Brunswick, (serving a widespread population of 25,000 people) decided to check the quality of care offered to their patients. A search was conducted among numerous quality of care management models to find the one that best suited their needs. They chose a structured quality appraisal and management program currently being used by the Royal Victoria Hospital in Montreal. The author outlines the way quality assurance directors in this Montreal hospital empower their health care providers. The author describes the concept of quality and summarizes the oriental and occidental ideologies that influence it. The nursing staff's perception of the essential elements of quality assurance are explained and the stages are identified. The author maintains that decentralization and delegation empowers individuals and instills confidence while maintaining the essential personal touch. She believes that the organization of the future is one that will promote teamwork. She also believes that motivation, participative management and workplace satisfaction promote quality care--"care that doesn't cost a dime." This program has numerous advantages. It allows employees to fully participate in the process. It also averts potential problems, and provides employees with the ability to discover and problem solve when necessary. It also allows for the strengths and weaknesses of each service to be outlined and identified deficiencies corrected.

  12. Quality of service in nursing homes.

    PubMed

    Curry, A; Stark, S

    2000-11-01

    This paper illustrates the relevance of using the Servqual instrument as a service quality measurement tool in the healthcare context. The expectations and perceptions of nursing home residents and their relatives are compared and contrasted to determine the priorities and satisfaction levels of both groups with respect to the services provided. Some interesting differences emerged between the two respondent groups, which gave more accurate and relevant pointers as to potential areas of future improvement. Because a number of nursing homes were surveyed, it was also possible to ascertain which homes might serve as useful examples of the best practice and which were in need of improvement action. In frail, elderly respondent groups it is not especially easy to elicit views as to quality of service. Servqual, carefully and sympathetically designed and applied, proved appropriate for this task. PMID:11142067

  13. 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.

  14. 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…

  15. Identifying Shortcomings in the Measurement of Service Quality.

    ERIC Educational Resources Information Center

    Fogarty, Gerard; Catts, R.; Forlin, C.

    2000-01-01

    Studied the use of SERVPEFR the performance component of the Service Quality Scale (SERVQUAL) in 2 studies involving 113 and 212 customers of businesses in Australia and investigated a revised (extended) version of SERVPEFR with 122 customers. Results suggest that SERVPEFR items are too easy to rate highly, and that the revisions did not overcome…

  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. 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.

  18. 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.

  19. Measuring the performance of G2G services in Iran

    NASA Astrophysics Data System (ADS)

    Zarei, Behrouz; Safdari, Maryam

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

  20. 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…

  1. 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. PMID:26950539

  2. 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.

  3. 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.

  4. A new quality of service FSO software

    NASA Astrophysics Data System (ADS)

    Chabane, Mourad; Al Naboulsi, Maher C.; Sizun, Herve; Bouchet, M. O.

    2004-09-01

    Free space Optical links (FSO) in visible and infrared wavelengths constitute an interesting alternative to new transmission channels for cordless phone, data-processing networks and high definition television. One finds a choice of varied manufacturers and they propose products whose performances are characterized by a raised rate of transmission, from 2 Mbps to 10 Gbps. But the announced ranges are very important, from 100 to 10 000 meters, in spite of the fact that many manufacturers try to indicate the possible ranges according to time, these indications completely miss standardization and are hardly exploitable because, generally, it is very difficult to know the percentage of time during which a value is reached or exceeded. Availability and reliability of a FSO link depend on used systems but also on climatic and atmospheric parameters such as rain, snow or fog. It is the purpose of our study. Its finality is software which integrates: - Results of a bibliographical search (geometrical, aerosols, rain, snow, fog, scintillation, and environment solar light attenuation), - European integrated surface weather data, hour per hour, over several years (1995-1999). The result is the presentation of the Quality of Service Light version software which allows predicting; starting from the data of equipment (power, wavelength, receiver sensibility), geographical situation of a site in Europe (geographical coordinates, altitude, height/ground) and climatic and atmospheric parameter (relative humidity, ground rugosity, albedo, solar radiation, etc) the availability of a FSO link for the following period (year, the most unfavourable month, 8am to 8pm period and 8 pm to 8 am period. The interruption probabilities for each type of attenuation are also mentioned (aerosols, scintillation, ambient solar light, rain, snow, etc).

  5. 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. PMID:10123744

  6. 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.

  7. 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…

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

    ERIC Educational Resources Information Center

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

    1999-01-01

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

  9. 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,…

  10. Zero defections: quality comes to services.

    PubMed

    Reichheld, F F; Sasser, W E

    1990-01-01

    Companies that want to improve their service quality should take a cue from manufacturing and focus on their own kind of scrap heap: customers who won't come back. Because that scrap heap can be every bit as costly as broken parts and misfit components, service company managers should strive to reduce it. They should aim for "zero defections"--keeping every customer they can profitably serve. As companies reduce customer defection rates, amazing things happen to their financials. Although the magnitude of the change varies by company and industry, the pattern holds: profits rise sharply. Reducing the defection rate just 5% generates 85% more profits in one bank's branch system, 50% more in an insurance brokerage, and 30% more in an auto-service chain. And when MBNA America, a Delaware-based credit card company, cut its 10% defection rate in half, profits rose a whopping 125%. But defection rates are not just a measure of service quality; they are also a guide for achieving it. By listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources. Staples, the stationery supplies retailer, uses feedback from customers to pinpoint products that are priced too high. That way, the company avoids expensive broad-brush promotions that pitch everything to everyone. Like any important change, managing for zero defections requires training and reinforcement. Great-West Life Assurance Company pays a 50% premium to group health-insurance brokers that hit customer-retention targets, and MBNA America gives bonuses to departments that hit theirs. PMID:10107082

  11. Zero defections: quality comes to services.

    PubMed

    Reichheld, F F; Sasser, W E

    1990-01-01

    Companies that want to improve their service quality should take a cue from manufacturing and focus on their own kind of scrap heap: customers who won't come back. Because that scrap heap can be every bit as costly as broken parts and misfit components, service company managers should strive to reduce it. They should aim for "zero defections"--keeping every customer they can profitably serve. As companies reduce customer defection rates, amazing things happen to their financials. Although the magnitude of the change varies by company and industry, the pattern holds: profits rise sharply. Reducing the defection rate just 5% generates 85% more profits in one bank's branch system, 50% more in an insurance brokerage, and 30% more in an auto-service chain. And when MBNA America, a Delaware-based credit card company, cut its 10% defection rate in half, profits rose a whopping 125%. But defection rates are not just a measure of service quality; they are also a guide for achieving it. By listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources. Staples, the stationery supplies retailer, uses feedback from customers to pinpoint products that are priced too high. That way, the company avoids expensive broad-brush promotions that pitch everything to everyone. Like any important change, managing for zero defections requires training and reinforcement. Great-West Life Assurance Company pays a 50% premium to group health-insurance brokers that hit customer-retention targets, and MBNA America gives bonuses to departments that hit theirs.

  12. Measuring service quality provision within an eating disorders context.

    PubMed

    Doran, Desmond; Smith, Peter

    2004-01-01

    Traditionally, research concerning quality measurement and improvement has centred on manufacturing and industrial sectors. In the last decade, however, the focus has turned to the measurement of quality in services and more recently to healthcare. In today's progressively competitive health-care environment hospitals increasingly realise the need service quality as a means to improve their competitive position. The aim of this study is to assess the service quality provision of a leading UK-based eating disorder service provider, achieved through the development and application of the SERVQUAL research instrument for measuring service quality. Following thematic analysis of service user feedback, six dimensions of service quality were identified and mapped on to the P-C-P attributes model. The approach adopted for this case study research may usefully inform service assessment programmes for similarly positioned health-care service providers. PMID:15552393

  13. Measuring service quality provision within an eating disorders context.

    PubMed

    Doran, Desmond; Smith, Peter

    2004-01-01

    Traditionally, research concerning quality measurement and improvement has centred on manufacturing and industrial sectors. In the last decade, however, the focus has turned to the measurement of quality in services and more recently to healthcare. In today's progressively competitive health-care environment hospitals increasingly realise the need service quality as a means to improve their competitive position. The aim of this study is to assess the service quality provision of a leading UK-based eating disorder service provider, achieved through the development and application of the SERVQUAL research instrument for measuring service quality. Following thematic analysis of service user feedback, six dimensions of service quality were identified and mapped on to the P-C-P attributes model. The approach adopted for this case study research may usefully inform service assessment programmes for similarly positioned health-care service providers.

  14. 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.

  15. Asynchronous Transfer Mode Quality-of-Service Testing

    NASA Technical Reports Server (NTRS)

    Ivancic, William D.

    1998-01-01

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

  16. Organizational determinants of service quality in nursing homes.

    PubMed

    Steffen, T M; Nystrom, P C

    1997-01-01

    This study analyzed four prominent organizational factors thought to influence service quality in nursing homes. Perceptions of service quality were collected from over 400 family members who regularly visited residents in 41 nursing homes. Service quality was measured along five dimensions identified by marketing research on customers in service industries. These five dimensions were responsiveness, reliability, assurance, empathy, and tangibles. Perceptions of service quality exhibited significant associations with each of the four organizational factors: ownership, funding mix, facility size, and nurse staffing. Implications for health services administration are discussed. PMID:10167453

  17. Reference Service Standards, Performance Criteria, and Evaluation.

    ERIC Educational Resources Information Center

    Schwartz, Diane G.; Eakin, Dottie

    1986-01-01

    Describes process by which reference service standards were developed at a university medical library and their impact on the evaluation of work of librarians. Highlights include establishment of preliminary criteria, literature review, reference service standards, performance evaluation, peer review, and staff development. Checklist of reference…

  18. Organization structure and the performance of hospital emergency services.

    PubMed

    Georgopoulos, B S

    1985-07-01

    A comparative study of 30 hospital emergency departments (EDs) and nearly 1,500 individuals associated with them was conducted. Data were obtained from institutional records, physicians, patients, and other sources. The object was to investigate the relationship between the organization and performance of these health service systems. The study assessed the quality of medical care, the quality of nursing care, and the economic efficiency of hospital EDs. The results show substantial interinstitutional differences in these criteria. They also show a significant relationship between medical and nursing care, but not between the quality of care and economic efficiency. Differences in ED performance are related to medical staffing patterns, medical teaching affiliation, personnel training, scope of emergency services, number of patient visits processed, and hospital size and complexity. Not all of these variables, however, correlate positively with all three criteria of performance, nor are they equally important to each.

  19. 42 CFR 475.103 - Requirements for performing quality improvement initiatives.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 42 Public Health 4 2014-10-01 2014-10-01 false Requirements for performing quality improvement... HEALTH AND HUMAN SERVICES (CONTINUED) QUALITY IMPROVEMENT ORGANIZATIONS QUALITY IMPROVEMENT ORGANIZATIONS Quality Improvement Organizations § 475.103 Requirements for performing quality improvement...

  20. How Family and Informal Supporters Appraise Service Quality.

    ERIC Educational Resources Information Center

    Grant, Gordon; And Others

    1994-01-01

    A survey of 752 families of individuals with intellectual disabilities in Wales collected data on personal characteristics of service system users, service process factors, and appraisals of service quality. Service satisfaction was related to empathy of service providers, existence of a key worker, involvement in case meetings, and other factors.…

  1. Empowerment and the performance of health services.

    PubMed

    Lloyd, P; Braithwaite, J; Southon, G

    1999-01-01

    Addresses the issue of empowerment and its possible role in promoting the effectiveness of health services. Empowerment represents the ability of people within organisations to use their own initiative to further organisational interests. However, despite its apparent simplicity, the concept turns out to be quite complex and to have unanticipated implications. We explore some of these implications in health service organisations, and their consequences for health policy. Our conclusion is that many health policies may well act to degrade the empowerment of health service workers, and hence the performance of health service organisations.

  2. Comparing public and private hospital care service quality.

    PubMed

    Camilleri, D; O'Callaghan, M

    1998-01-01

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

  3. Quality measurement and benchmarking of HPV vaccination services

    PubMed Central

    Maurici, Massimo; Paulon, Luca; Campolongo, Alessandra; Meleleo, Cristina; Carlino, Cristiana; Giordani, Alessandro; Perrelli, Fabrizio; Sgricia, Stefano; Ferrante, Maurizio; Franco, Elisabetta; Group, The QuaVaTAR

    2014-01-01

    Background: A new measurement process based upon a well-defined mathematical model was applied to evaluate the quality of human papillomavirus (HPV) vaccination centers in 3 of 12 Local Health Units (ASLs) within the Lazio Region of Italy. The quality aspects considered for evaluation were communicational efficiency, organizational efficiency and comfort. Results: The overall maximum achievable value was 86.10%, while the HPV vaccination quality scores for ASL1, ASL2 and ASL3 were 73.07%, 71.08%, and 67.21%, respectively. Conclusions: With this new approach it is possible to represent the probabilistic reasoning of a stakeholder who evaluates the quality of a healthcare provider. All ASLs had margins for improvements and optimal quality results can be assessed in terms of better performance conditions, confirming the relationship between the resulting quality scores and HPV vaccination coverage. Methods: The measurement process was structured into three steps and involved four stakeholder categories: doctors, nurses, parents and vaccinated women. In Step 1, questionnaires were administered to collect different stakeholders’ points of view (i.e., subjective data) that were elaborated to obtain the best and worst performance conditions when delivering a healthcare service. Step 2 of the process involved the gathering of performance data during the service delivery (i.e., objective data collection). Step 3 of the process involved the elaboration of all data: subjective data from step 1 are used to define a “standard” to test objective data from step 2. This entire process led to the creation of a set of scorecards. Benchmarking is presented as a result of the probabilistic meaning of the evaluated scores. PMID:24084361

  4. 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

  5. Quality indicators for family support services and their relationship to organizational social context.

    PubMed

    Olin, S Serene; Williams, Nate; Pollock, Michele; Armusewicz, Kelsey; Kutash, Krista; Glisson, Charles; Hoagwood, Kimberly E

    2014-01-01

    Quality measurement is an important component of healthcare reform. The relationship of quality indicators (QIs) for parent-delivered family support services to organizational social contexts known to improve quality is unexamined. This study employs data collected from 21 child mental health programs that deliver team-based family support services. Performance on two levels of QIs-those targeting the program and staff-were significantly associated with organizational social context profiles and dimensions. High quality program policies are associated with positive organizational cultures and engaging climates. Inappropriate staff practices are associated with resistant cultures. Implications for organizational strategies to improve service quality are discussed. PMID:23709286

  6. Quality indicators for family support services and their relationship to organizational social context.

    PubMed

    Olin, S Serene; Williams, Nate; Pollock, Michele; Armusewicz, Kelsey; Kutash, Krista; Glisson, Charles; Hoagwood, Kimberly E

    2014-01-01

    Quality measurement is an important component of healthcare reform. The relationship of quality indicators (QIs) for parent-delivered family support services to organizational social contexts known to improve quality is unexamined. This study employs data collected from 21 child mental health programs that deliver team-based family support services. Performance on two levels of QIs-those targeting the program and staff-were significantly associated with organizational social context profiles and dimensions. High quality program policies are associated with positive organizational cultures and engaging climates. Inappropriate staff practices are associated with resistant cultures. Implications for organizational strategies to improve service quality are discussed.

  7. CMS data quality monitoring web service

    NASA Astrophysics Data System (ADS)

    Tuura, L.; Eulisse, G.; Meyer, A.

    2010-04-01

    A central component of the data quality monitoring system of the CMS experiment at the Large Hadron Collider is a web site for browsing data quality histograms. The production servers in data taking provide access to several hundred thousand histograms per run, both live in online as well as for up to several terabytes of archived histograms for the online data taking, Tier-0 prompt reconstruction, prompt calibration and analysis activities, for re-reconstruction at Tier-1s and for release validation. At the present usage level the servers currently handle in total around a million authenticated HTTP requests per day. We describe the main features and components of the system, our implementation for web-based interactive rendering, and the server design. We give an overview of the deployment and maintenance procedures. We discuss the main technical challenges and our solutions to them, with emphasis on functionality, long-term robustness and performance.

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

    ERIC Educational Resources Information Center

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

    2012-01-01

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

  9. 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…

  10. 76 FR 55619 - Performance Measurement for Special Postal Services

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-08

    ... 39 CFR Part 3055 Performance Measurement for Special Postal Services AGENCY: Postal Regulatory... requirements for the measurement of the level of service the Postal Service provides in connection with Stamp... recent Postal Service representations about proposed service standards, measurement methods,...

  11. 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…

  12. 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…

  13. 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

  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. Performance comparison of video quality metrics

    NASA Astrophysics Data System (ADS)

    Zoran, Kotevski; Pece, Mitrevski

    2010-02-01

    The development of digital video technology, due to its nature, introduced new approach to the objective video quality estimation. Basically there are two types of metrics for measuring the quality of digital video: purely mathematically defined video quality metrics (DELTA, MSAD, MSE, SNR and PSNR) where the error is mathematically calculated as a difference between the original and processed pixel, and video quality metrics that have similar characteristics as the Human Visual System (SSIM, NQI, VQM), where the perceptual quality is also considered in the overall quality estimation. The metrics from the first group are more technical ones and because the visual quality of perception is more complex than pixel error calculation, many examples show that their video quality estimation is deficiently accurate. The second group of metrics work in a different manner compared to previous, calculating the scene structure in the overall video quality estimation. This paper is concerned with experimental comparison of the performance of Structural Similarity (SSIM) and Video Quality Metric (VQM) metrics for objective video quality estimation. For the purpose of this experiment, more than 300 short video sequences were prepared. The measurements of these video sequences are used to draw the metrics dependence to common changes in processed video sequences. These changes include changes in: brightness, contrast, hue, saturation and noise. This paper pinpoints the key characteristics of each metric, gives the conclusion of the better performing one and gives directions for improvement of objective video quality estimation.

  16. 42 CFR 425.502 - Calculating the ACO quality performance score.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 42 Public Health 3 2013-10-01 2013-10-01 false Calculating the ACO quality performance score. 425... HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) MEDICARE SHARED SAVINGS PROGRAM Quality Performance Standards and Reporting § 425.502 Calculating the ACO quality performance score. (a)...

  17. 42 CFR 425.502 - Calculating the ACO quality performance score.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 42 Public Health 3 2012-10-01 2012-10-01 false Calculating the ACO quality performance score. 425... HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) MEDICARE SHARED SAVINGS PROGRAM Quality Performance Standards and Reporting § 425.502 Calculating the ACO quality performance score. (a)...

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

    ERIC Educational Resources Information Center

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

    2012-01-01

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

  19. 76 FR 63351 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-12

    ... Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial... the Financial Management Service (FMS) Performance Review Board (PRB). DATES: This notice is effective... the FMS PRB. This Board reviews the performance appraisals of career senior executives below...

  20. Quality and performance improvement: what's a program to do?

    PubMed

    McCorry, Frank

    2007-04-01

    A confluence of forces is challenging traditional approaches to issues of quality in substance abuse care. The availability of effective, research-based interventions, the Federal emphasis on performance measurement and outcomes, and national initiatives to improve quality and data infrastructure are driving a transition from a static, compliance-oriented approach to a more dynamic performance improvement model. This new way of achieving and documenting quality will produce better outcomes for consumers and greater confidence in the value of substance abuse services, but first it will require new behaviors from all parties involved in the delivery of substance abuse prevention and treatment services. This article describes some of the shifts already under way and offers advice on how organizations can get ready for the coming changes.

  1. 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

  2. Quality Management in Career Services, a la Deming.

    ERIC Educational Resources Information Center

    Korschgen, Ann J.; Rounds, Dan

    1992-01-01

    Describes career services program at University of Wisconsin-La Crosse that adapted material from W.E. Deming's quality control manual to the needs of its office. Discusses Deming's work and its implications for career services professionals, then describes application of Deming's model to the career services program. (NB)

  3. 77 FR 70779 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-11-27

    ... Board's Performance Review Boards which will oversee the evaluation of the performance appraisals of the... 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...

  4. 78 FR 67147 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-08

    ... Board's Performance Review Boards which will oversee the evaluation of the performance appraisals of the... 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...

  5. 75 FR 76006 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-12-07

    ... Performance Review Boards which will oversee the evaluation of the performance appraisals of the Senior... 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...

  6. 76 FR 55677 - Senior Executive Service (SES) Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-08

    ... ADMINISTRATION Senior Executive Service (SES) Performance Review Board AGENCY: General Services Administration... Administration SES Performance Review Board. The Performance Review Board assures consistency, stability, and objectivity in the performance appraisal process. DATES: Effective September 8, 2011. FOR FURTHER...

  7. 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.

  8. 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. PMID:27120508

  9. Measuring service quality at a university health clinic.

    PubMed

    Anderson, E A

    1995-01-01

    Describes research undertaken to assess the quality of service provided by a public university health clinic. The SERVQUAL instrument was administered to patients of the University of Houston Health Center in order to evaluate customer perceptions of service quality. The results of this study are currently being incorporated into the clinic's strategic planning process, specifically with respect to future resource allocation towards quality improvement projects. PMID:10142015

  10. Measuring service quality at a university health clinic.

    PubMed

    Anderson, E A

    1995-01-01

    Describes research undertaken to assess the quality of service provided by a public university health clinic. The SERVQUAL instrument was administered to patients of the University of Houston Health Center in order to evaluate customer perceptions of service quality. The results of this study are currently being incorporated into the clinic's strategic planning process, specifically with respect to future resource allocation towards quality improvement projects.

  11. Quality of service support for networked multimedia workstations

    NASA Astrophysics Data System (ADS)

    Reynolds, Peter J.; Beadle, H. W. Peter

    1996-03-01

    The Communications Resource Manager (CRM) provides communications at a specified Quality of Service (QoS) for networked multimedia workstations in an environment where the network and workstation resources are changing. The CRM enables a consistent application interface and manages all workstation communications resources. It established network connections on behalf of applications, monitors their progress and notifies applications when network QoS events take place. Applications can then modify their behavior (compression rate, number of simultaneous media, media type) to cope with the change. The CRM provides mechanisms to negotiate at call setup time the level of multimedia support provided. If optimal resources are not available, call quality degradation paths allow call establishment at the highest QoS possible. Call admission based on on-going network performance monitoring and application performance feedback from the CRM can be used to prevent further QoS degradation by refusing to attempt connections when insufficient resources are available. The CRM enables existing multimedia workstations to communicate in an environment with known QoS. The CRM flows naturally into emerging QoS techniques for end-to-end ATM services. Because the CRM operates at the application level it is also applicable to the ATM interconnection of LANs whereas current ATM Forum proposals are not.

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

    PubMed

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

    2007-11-01

    This article conceptually and empirically explores the relationships among manager personality, manager service quality orientation, and climate for customer service. Data were collected from 1,486 employees and 145 managers in grocery store departments (N = 145) to test the authors' theoretical model. Largely consistent with hypotheses, results revealed that core self-evaluations were positively related to managers' service quality orientation, even after dimensions of the Big Five model of personality were controlled, and that service quality orientation fully mediated the relationship between personality and global service climate. Implications for personality and organizational climate research are discussed. PMID:18020810

  13. The variability and predictors of quality of AIDS care services in Brazil

    PubMed Central

    Nemes, Maria Ines Battistella; Melchior, Regina; Basso, Cáritas Relva; Castanheira, Elen Rose Lodeiro; de Britto e Alves, Maria Teresa Seabra Soares; Conway, Shaun

    2009-01-01

    Background Since establishing universal free access to antiretroviral therapy in 1996, the Brazilian Health System has increased the number of centers providing HIV/AIDS outpatient care from 33 to 540. There had been no formal monitoring of the quality of these services until a survey of 336 AIDS health centers across 7 Brazilian states was undertaken in 2002. Managers of the services were asked to assess their clinics according to parameters of service inputs and service delivery processes. This report analyzes the survey results and identifies predictors of the overall quality of service delivery. Methods The survey involved completion of a multiple-choice questionnaire comprising 107 parameters of service inputs and processes of delivering care, with responses assessed according to their likely impact on service quality using a 3-point scale. K-means clustering was used to group these services according to their scored responses. Logistic regression analysis was performed to identify predictors of high service quality. Results The questionnaire was completed by 95.8% (322) of the managers of the sites surveyed. Most sites scored about 50% of the benchmark expectation. K-means clustering analysis identified four quality levels within which services could be grouped: 76 services (24%) were classed as level 1 (best), 53 (16%) as level 2 (medium), 113 (35%) as level 3 (poor), and 80 (25%) as level 4 (very poor). Parameters of service delivery processes were more important than those relating to service inputs for determining the quality classification. Predictors of quality services included larger care sites, specialization for HIV/AIDS, and location within large municipalities. Conclusion The survey demonstrated highly variable levels of HIV/AIDS service quality across the sites. Many sites were found to have deficiencies in the processes of service delivery processes that could benefit from quality improvement initiatives. These findings could have implications

  14. Performance improvement with patient service partners.

    PubMed

    Burns, J P

    1998-01-01

    Once the decision is made to use a patient-focused care delivery system, a variety of methods can be used to successfully design the model. The author describes the process used by a multilevel, multidisciplinary team at a community hospital to design and implement a Service Partner role that would meet and exceed customer expectations. Demonstrated performance improvements included increased patient satisfaction, productive labor dollar savings, and improvements in the work environment for staff members. PMID:9451381

  15. Measuring Quality in Higher Education: Can a Performance Indicator Approach Be Extended to Identifying the Quality of Students' Union Provision?

    ERIC Educational Resources Information Center

    Rodgers, Timothy

    2008-01-01

    The desire to enhance the quality of the services provided by higher education institutions in the UK has led to the development of a series of benchmarking performance indicators to aid the quality management process. This paper examines whether or not similar indicators could be developed for use as tools in the management of quality within…

  16. Evaluating the Quality of a Chat Service

    ERIC Educational Resources Information Center

    Arnold, Julie; Kaske, Neal K.

    2005-01-01

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

  17. 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.

  18. 39 CFR 3050.51 - Information on service performance for Special Services. [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 Special Services. 3050.51 Section 3050.51 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL PERIODIC REPORTING § 3050.51 Information on service performance for Special Services....

  19. 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.

  20. 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

  1. 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.

  2. 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. PMID:27453745

  3. 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...

  4. 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.

  5. Developing a quality assurance program for online services.

    PubMed Central

    Humphries, A W; Naisawald, G V

    1991-01-01

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

  6. Caregivers’ Quality of Life and Quality of Services for Children with Cancer: A Review from Iran

    PubMed Central

    Sajjadi, Homeira; Vameghi, Meroe; Ghazinour, Mehdi; KhodaeiArdakani, Mohammadreza

    2013-01-01

    Objective: Caregivers of cancer patients are exposed to different types of psychosocial stress which influence their quality of life. The purposes of this study were to assess quality of life in caregivers of children with cancer and to investigate the relationship between the caregivers’ quality of life and quality of services in the social work section. Method: 125 caregivers were recruited. Quality of life was measured by the Iranian version of the WHOQOL-BREF questionnaire and data concerning service quality were obtained from the Iranian version of the SERVQUAL questionnaire. Findings: Scores in physical health, psychological status and environmental conditions for caregivers of children with cancer were significantly lower than the general population. There was a negative correlation between the tangible domain of SERVQUAL and the psychological status and environmental conditions of quality of life. The tangible dimension was the only aspect of service quality to predict caregivers’ quality of life regarding psychological status and environmental conditions. Conclusion: Caregivers of children with a disease are care consumers and, like all consumers, they expect good service. Delivering high quality services consistently is difficult but profitable for a service organization. In other words, trying to deliver more appropriate services than patients expect to receive from their social work care is one of the most reliable ways to promote caregivers’ satisfaction and quality of life. PMID:23618487

  7. Achieving Quality Health Services for Adolescents.

    PubMed

    2016-08-01

    This update of the 2008 statement from the American Academy of Pediatrics redirects the discussion of quality health care from the theoretical to the practical within the medical home. This statement reviews the evolution of the medical home concept and challenges the provision of quality adolescent health care within the patient-centered medical home. Areas of attention for quality adolescent health care are reviewed, including developmentally appropriate care, confidentiality, location of adolescent care, providers who offer such care, the role of research in advancing care, and the transition to adult care. PMID:27432849

  8. 76 FR 78257 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-16

    ... Retirement Thrift Investment Board's Performance Review Boards which will oversee the evaluation of the... 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...

  9. 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. PMID:11272594

  10. 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.

  11. 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.

  12. 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. PMID:9577232

  13. 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.

  14. 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. PMID:23884047

  15. 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

  16. Quality of service in wireless internet architectures

    NASA Astrophysics Data System (ADS)

    Salih, Omer; Lorenz, Pascal; Rao, Sathya

    2001-07-01

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

  17. 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.

  18. 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

  19. 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…

  20. 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…

  1. 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…

  2. 42 CFR 403.732 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... performance improvement. 403.732 Section 403.732 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... participation: Quality assessment and performance improvement. The RNHCI must develop, implement, and maintain a quality assessment and performance improvement program. (a) Standard: Program scope. (1) The...

  3. 42 CFR 418.58 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... performance improvement. 418.58 Section 418.58 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... Participation: Patient Care § 418.58 Condition of participation: Quality assessment and performance improvement... quality assessment and performance improvement program. The hospice's governing body must ensure that...

  4. 42 CFR 418.58 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... performance improvement. 418.58 Section 418.58 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... Participation: Patient Care § 418.58 Condition of participation: Quality assessment and performance improvement... quality assessment and performance improvement program. The hospice's governing body must ensure that...

  5. 42 CFR 403.732 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... performance improvement. 403.732 Section 403.732 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... participation: Quality assessment and performance improvement. The RNHCI must develop, implement, and maintain a quality assessment and performance improvement program. (a) Standard: Program scope. (1) The...

  6. 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…

  7. 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…

  8. Innovative United Kingdom Approaches To Measuring Service Quality.

    ERIC Educational Resources Information Center

    Winkworth, Ian

    2001-01-01

    Reports on approaches to measuring the service quality of academic libraries in the United Kingdom. Discusses the role of government and the national background of quality measurement; measurement frameworks; better use of statistics; benchmarking; measuring user satisfaction; and possible future development. (Author/LRW)

  9. 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... announces the appointment of members to the Financial Management Service (FMS) Performance Review Board (PRB... appointment of individuals to serve as members of the FMS PRB. This Board reviews the performance...

  10. 78 FR 63310 - Senior Executive Service; Fiscal Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-10-23

    ... the members of the Fiscal Service Performance Review Board (PRB) for the Bureau of the Fiscal Service (Fiscal Service). The PRB reviews the performance appraisals of career senior executives who are below the... Commissioner in the Fiscal Service. The PRB makes recommendations regarding proposed performance...

  11. 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

  12. 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.

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

    PubMed Central

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

    2012-01-01

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

  14. 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. PMID:10162922

  15. 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.

  16. 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.

  17. 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.

  18. Health service quality scale: Brazilian Portuguese translation, reliability and validity

    PubMed Central

    2013-01-01

    Background The Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was specifically created for measuring health service quality based on marketing and health care concepts. The aim of this study was to translate and culturally adapt the Health Service Quality Scale into Brazilian Portuguese and to assess the validity and reliability of the Brazilian Portuguese version of the instrument. Methods We conducted a cross-sectional, observational study, with public health system patients in a Brazilian university hospital. Validity was assessed using Pearson’s correlation coefficient to measure the strength of the association between the Brazilian Portuguese version of the instrument and the SERVQUAL scale. Internal consistency was evaluated using Cronbach’s alpha coefficient; the intraclass (ICC) and Pearson’s correlation coefficients were used for test-retest reliability. Results One hundred and sixteen consecutive postoperative patients completed the questionnaire. Pearson’s correlation coefficient for validity was 0.20. Cronbach's alpha for the first and second administrations of the final version of the instrument were 0.982 and 0.986, respectively. For test-retest reliability, Pearson’s correlation coefficient was 0.89 and ICC was 0.90. Conclusions The culturally adapted, Brazilian Portuguese version of the Health Service Quality Scale is a valid and reliable instrument to measure health service quality. PMID:23327598

  19. 5 CFR 531.504 - Level of performance required for quality step increase.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... step increase. 531.504 Section 531.504 Administrative Personnel OFFICE OF PERSONNEL MANAGEMENT CIVIL SERVICE REGULATIONS PAY UNDER THE GENERAL SCHEDULE Quality Step Increases § 531.504 Level of performance required for quality step increase. A quality step increase shall not be required but may be granted...

  20. 5 CFR 531.504 - Level of performance required for quality step increase.

    Code of Federal Regulations, 2011 CFR

    2011-01-01

    ... step increase. 531.504 Section 531.504 Administrative Personnel OFFICE OF PERSONNEL MANAGEMENT CIVIL SERVICE REGULATIONS PAY UNDER THE GENERAL SCHEDULE Quality Step Increases § 531.504 Level of performance required for quality step increase. A quality step increase shall not be required but may be granted...

  1. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance... 42 Public Health 4 2010-10-01 2010-10-01 false Minimum requirements for quality assessment...

  2. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance... 42 Public Health 4 2012-10-01 2012-10-01 false Minimum requirements for quality assessment...

  3. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance... 42 Public Health 4 2014-10-01 2014-10-01 false Minimum requirements for quality assessment...

  4. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance... 42 Public Health 4 2011-10-01 2011-10-01 false Minimum requirements for quality assessment...

  5. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance... 42 Public Health 4 2013-10-01 2013-10-01 false Minimum requirements for quality assessment...

  6. Developing quality indicators for family support services in community team-based mental health care.

    PubMed

    Serene Olin, S; Kutash, Krista; Pollock, Michele; Burns, Barbara J; Kuppinger, Anne; Craig, Nancy; Purdy, Frances; Armusewicz, Kelsey; Wisdom, Jennifer; Hoagwood, Kimberly E

    2014-01-01

    Quality indicators for programs integrating parent-delivered family support services for children's mental health have not been systematically developed. Increasing emphasis on accountability under the Affordable Care Act highlights the importance of quality-benchmarking efforts. Using a modified Delphi approach, quality indicators were developed for both program level and family support specialist level practices. These indicators were pilot tested with 21 community-based mental health programs. Psychometric properties of these indicators are reported; variations in program and family support specialist performance suggest the utility of these indicators as tools to guide policies and practices in organizations that integrate parent-delivered family support service components. PMID:23709287

  7. Developing quality indicators for family support services in community team-based mental health care.

    PubMed

    Serene Olin, S; Kutash, Krista; Pollock, Michele; Burns, Barbara J; Kuppinger, Anne; Craig, Nancy; Purdy, Frances; Armusewicz, Kelsey; Wisdom, Jennifer; Hoagwood, Kimberly E

    2014-01-01

    Quality indicators for programs integrating parent-delivered family support services for children's mental health have not been systematically developed. Increasing emphasis on accountability under the Affordable Care Act highlights the importance of quality-benchmarking efforts. Using a modified Delphi approach, quality indicators were developed for both program level and family support specialist level practices. These indicators were pilot tested with 21 community-based mental health programs. Psychometric properties of these indicators are reported; variations in program and family support specialist performance suggest the utility of these indicators as tools to guide policies and practices in organizations that integrate parent-delivered family support service components.

  8. 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…

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

    NASA Technical Reports Server (NTRS)

    Erwin, James; Eberline, Carl; Colquitt, Wanda

    1993-01-01

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

  10. 42 CFR 460.132 - Quality assessment and performance improvement plan.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 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...

  11. 42 CFR 460.136 - Internal quality assessment and performance improvement activities.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ..., DEPARTMENT OF HEALTH 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 §...

  12. 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...

  13. 42 CFR 460.136 - Internal quality assessment and performance improvement activities.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ..., DEPARTMENT OF HEALTH 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 §...

  14. 42 CFR 460.136 - Internal quality assessment and performance improvement activities.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ..., DEPARTMENT OF HEALTH 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 §...

  15. 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...

  16. 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...

  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. 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....

  19. Quality of Service Metrics in Wireless Sensor Networks: A Survey

    NASA Astrophysics Data System (ADS)

    Snigdh, Itu; Gupta, Nisha

    2016-03-01

    Wireless ad hoc network is characterized by autonomous nodes communicating with each other by forming a multi hop radio network and maintaining connectivity in a decentralized manner. This paper presents a systematic approach to the interdependencies and the analogy of the various factors that affect and constrain the wireless sensor network. This article elaborates the quality of service parameters in terms of methods of deployment, coverage and connectivity which affect the lifetime of the network that have been addressed, till date by the different literatures. The analogy of the indispensable rudiments was discussed that are important factors to determine the varied quality of service achieved, yet have not been duly focused upon.

  20. 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. PMID:17992104

  1. 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... the Financial Management Service (FMS) Performance Review Board (PRB). DATES: This notice is effective... of the FMS PRB. This Board reviews the performance appraisals of career senior executives below...

  2. 22 CFR 92.81 - Performance of legal services.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... responsibility on the part of the United States Government or the officer performing the service. (e) Fees. No... 22 Foreign Relations 1 2010-04-01 2010-04-01 false Performance of legal services. 92.81 Section 92.81 Foreign Relations DEPARTMENT OF STATE LEGAL AND RELATED SERVICES NOTARIAL AND RELATED...

  3. 22 CFR 92.81 - Performance of legal services.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... responsibility on the part of the United States Government or the officer performing the service. (e) Fees. No... 22 Foreign Relations 1 2011-04-01 2011-04-01 false Performance of legal services. 92.81 Section 92.81 Foreign Relations DEPARTMENT OF STATE LEGAL AND RELATED SERVICES NOTARIAL AND RELATED...

  4. 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

  5. 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

  6. 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…

  7. 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. PMID:20524565

  8. 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.

  9. 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…

  10. 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…

  11. 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…

  12. 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…

  13. 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

  14. 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)

  15. 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....

  16. 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....

  17. 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....

  18. 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....

  19. 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....

  20. 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

  1. Chinese Adolescent Student Service Quality and Experience in an International Tertiary Education System

    ERIC Educational Resources Information Center

    Peng, Ching-Huai

    2008-01-01

    After the 2008 Olympics is concluded and commentators and journalists internationally begin the process of evaluating Beijing's performance as the host city, one of the primary elements to be analyzed will be the quality of visitor service provided by more than 70,000 volunteers. Given the large number of Chinese students who have chosen a Western…

  2. 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…

  3. The Groundwater Performance Assessment Project Quality Assurance Plan

    SciTech Connect

    Luttrell, Stuart P.

    2006-05-11

    U.S. Department of Energy (DOE) has monitored groundwater on the Hanford Site since the 1940s to help determine what chemical and radiological contaminants have made their way into the groundwater. As regulatory requirements for monitoring increased in the 1980s, there began to be some overlap between various programs. DOE established the Groundwater Performance Assessment Project (groundwater project) in 1996 to ensure protection of the public and the environment while improving the efficiency of monitoring activities. The groundwater project is designed to support all groundwater monitoring needs at the site, eliminate redundant sampling and analysis, and establish a cost-effective hierarchy for groundwater monitoring activities. This document provides the quality assurance guidelines that will be followed by the groundwater project. This QA Plan is based on the QA requirements of DOE Order 414.1C, Quality Assurance, and 10 CFR 830, Subpart A--General Provisions/Quality Assurance Requirements as delineated in Pacific Northwest National Laboratory’s Standards-Based Management System. In addition, the groundwater project is subject to the Environmental Protection Agency (EPA) Requirements for Quality Assurance Project Plans (EPA/240/B-01/003, QA/R-5). The groundwater project has determined that the Hanford Analytical Services Quality Assurance Requirements Documents (HASQARD, DOE/RL-96-68) apply to portions of this project and to the subcontractors. HASQARD requirements are discussed within applicable sections of this plan.

  4. 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…

  5. 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 scorecards…

  6. 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

  7. 42 CFR 418.58 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 42 Public Health 3 2014-10-01 2014-10-01 false Condition of participation: Quality assessment and performance improvement. 418.58 Section 418.58 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) HOSPICE CARE Conditions...

  8. 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.

  9. 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. PMID:10131732

  10. Improving consistency and quality of service delivery: implications for the addiction treatment field.

    PubMed

    Knott, Anne Marie; Corredoira, Rafael; Kimberly, John

    2008-09-01

    Addiction treatment providers face serious problems in delivering consistent, high-quality services over time. Among those providers with multiple treatment sites, there is also intersite variability. This is a serious problem in the addiction field, likely to be made worse as new technologies are introduced and/or as there is industry consolidation (Corredoira, R., Kimberly, J. (2006) Industry evolution through consolidation: Implications for addiction treatment. Journal of Substance Abuse Treatment 31, 255-265.). Although serious, these problems in managing and monitoring to assure consistent service quality have been faced by many other industries. Here, we review evidence from research in other industries regarding three different forms of management (vertical integration, franchising, and licensing) across a chain of individual service providers. We show how each management form affects the level, consistency, and improvement of service delivery over time. In addition, we discuss how such performance advantages affect customer demand as well as regulatory endorsement of the consolidated firm and its approach.

  11. 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.

  12. Using provider performance incentives to increase HIV testing and counseling services in Rwanda.

    PubMed

    de Walque, Damien; Gertler, Paul J; Bautista-Arredondo, Sergio; Kwan, Ada; Vermeersch, Christel; de Dieu Bizimana, Jean; Binagwaho, Agnès; Condo, Jeanine

    2015-03-01

    Paying for performance provides financial rewards to medical care providers for improvements in performance measured by utilization and quality of care indicators. In 2006, Rwanda began a pay for performance scheme to improve health services delivery, including HIV/AIDS services. Using a prospective quasi-experimental design, this study examines the scheme's impact on individual and couples HIV testing. We find a positive impact of pay for performance on HIV testing among married individuals (10.2 percentage points increase). Paying for performance also increased testing by both partners by 14.7 percentage point among discordant couples in which only one of the partners is an AIDS patient.

  13. 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…

  14. 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…

  15. 78 FR 63275 - Senior Executive Service Performance Review Boards Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-10-23

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF TRANSPORTATION Office of the Secretary Senior Executive Service Performance Review Boards Membership AGENCY: Office of the Secretary, Department of Transportation (DOT). ACTION: Notice of Performance Review Board...

  16. 77 FR 43900 - Senior Executive Service Performance Review Boards Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-07-26

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF TRANSPORTATION Office of the Secretary Senior Executive Service Performance Review Boards Membership AGENCY: Office of the Secretary, Department of Transportation (DOT). ACTION: Notice of Performance Review Board...

  17. 76 FR 63986 - Senior Executive Service Performance Review Boards Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-14

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF TRANSPORTATION Office of the Secretary Senior Executive Service Performance Review Boards Membership AGENCY: Office of the Secretary, Department of Transportation (DOT). ACTION: Notice of Performance Review Board...

  18. 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…

  19. The priming effect of military service on creativity performance.

    PubMed

    Chiu, Fa-Chung; Tu, Priscilla L P

    2014-04-01

    This study investigated the service priming effect on creativity performance. In three experiments, the service priming was manipulated in three ways (Army priming, Air Force priming, and a Neutral condition). Participants' performances on the Chinese Remote Associates Test (CRAT), insight problems, and critical thinking problems were accordingly measured in each experiment. Results showed that the Air Force priming improved creativity and the Army priming enhanced critical thinking. The results suggest that the constructions and processes of these two manipulations are different. In addition, results also suggested that the branch of military service moderates the relationship between the service priming and the performance of creativity. PMID:24897904

  20. Evaluating the service quality of undergraduate nursing education in Taiwan--using quality function deployment.

    PubMed

    Chou, Shieu-Ming

    2004-05-01

    This study applies quality function deployment (QFD) techniques to evaluate the quality of service of undergraduate nursing education in Taiwan from the perspective of nursing students. Survey data from 560 undergraduate nursing students at four Taiwanese universities were subjected to QFD analysis in order to identify the quality characteristics most highly valued by students, the elements of educational service they consider most important and least important, and relationships/discrepancies between student quality requirements and institutional service elements. Results show that students value traditional elements of nursing education - clinical practice and lectures - more highly than recent additions such as computer-aided instruction and multimedia teaching. Results also show that students are looking for quality primarily in the area of faculty characteristics. The implication is that institutions which provide nursing education should not neglect the importance of investing in faculty when they are seeking to upgrade the quality of their programs. Further QFD studies are recommended to evaluate the quality of nursing education from the perspective of preceptors and nurses who help to train students in clinical settings.

  1. Evaluating the service quality of undergraduate nursing education in Taiwan--using quality function deployment.

    PubMed

    Chou, Shieu-Ming

    2004-05-01

    This study applies quality function deployment (QFD) techniques to evaluate the quality of service of undergraduate nursing education in Taiwan from the perspective of nursing students. Survey data from 560 undergraduate nursing students at four Taiwanese universities were subjected to QFD analysis in order to identify the quality characteristics most highly valued by students, the elements of educational service they consider most important and least important, and relationships/discrepancies between student quality requirements and institutional service elements. Results show that students value traditional elements of nursing education - clinical practice and lectures - more highly than recent additions such as computer-aided instruction and multimedia teaching. Results also show that students are looking for quality primarily in the area of faculty characteristics. The implication is that institutions which provide nursing education should not neglect the importance of investing in faculty when they are seeking to upgrade the quality of their programs. Further QFD studies are recommended to evaluate the quality of nursing education from the perspective of preceptors and nurses who help to train students in clinical settings. PMID:15110441

  2. The Performance Diagnostic Checklist-Human Services: a Correction.

    PubMed

    Carr, James E; Wilder, David A

    2016-03-01

    The Performance Diagnostic Checklist (PDC) has been used in a number of investigations to assess the environmental determinants of substandard employee performance. Carr et al. (2013) revised the PDC to explicitly assess the performance of employees in human-service settings who are responsible for providing care to others: the Performance Diagnostic Checklist-Human Services (PDC-HS). The originally published PDC-HS contained three minor scoring errors, which have been corrected in the present version. PMID:27606231

  3. The Performance Diagnostic Checklist-Human Services: a Correction.

    PubMed

    Carr, James E; Wilder, David A

    2016-03-01

    The Performance Diagnostic Checklist (PDC) has been used in a number of investigations to assess the environmental determinants of substandard employee performance. Carr et al. (2013) revised the PDC to explicitly assess the performance of employees in human-service settings who are responsible for providing care to others: the Performance Diagnostic Checklist-Human Services (PDC-HS). The originally published PDC-HS contained three minor scoring errors, which have been corrected in the present version.

  4. Global-Scale Resource Survey and Performance Monitoring of Public OGC Web Map Services

    NASA Astrophysics Data System (ADS)

    Gui, Zhipeng; Cao, Jun; Liu, Xiaojing; Cheng, Xiaoqiang; Wu, Huayi

    2016-06-01

    One of the most widely-implemented service standards provided by the Open Geospatial Consortium (OGC) to the user community is the Web Map Service (WMS). WMS is widely employed globally, but there is limited knowledge of the global distribution, adoption status or the service quality of these online WMS resources. To fill this void, we investigated global WMSs resources and performed distributed performance monitoring of these services. This paper explicates a distributed monitoring framework that was used to monitor 46,296 WMSs continuously for over one year and a crawling method to discover these WMSs. We analyzed server locations, provider types, themes, the spatiotemporal coverage of map layers and the service versions for 41,703 valid WMSs. Furthermore, we appraised the stability and performance of basic operations for 1210 selected WMSs (i.e., GetCapabilities and GetMap). We discuss the major reasons for request errors and performance issues, as well as the relationship between service response times and the spatiotemporal distribution of client monitoring sites. This paper will help service providers, end users and developers of standards to grasp the status of global WMS resources, as well as to understand the adoption status of OGC standards. The conclusions drawn in this paper can benefit geospatial resource discovery, service performance evaluation and guide service performance improvements.

  5. 76 FR 61346 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-04

    ... the appointment of the members of the Senior Executive Service (SES) Performance Review Board (PRB...). The PRB provides fair and impartial review of SES performance appraisals and makes recommendations... DoD OIG, PRB: Kathy Buller Deputy Inspector General, (Foreign Service) Peace Corps Asa E....

  6. Analysis of psychological factors for quality assessment of interactive multimodal service

    NASA Astrophysics Data System (ADS)

    Yamagishi, Kazuhisa; Hayashi, Takanori

    2005-03-01

    We proposed a subjective quality assessment model for interactive multimodal services. First, psychological factors of an audiovisual communication service were extracted by using the semantic differential (SD) technique and factor analysis. Forty subjects participated in subjective tests and performed point-to-point conversational tasks on a PC-based TV phone that exhibits various network qualities. The subjects assessed those qualities on the basis of 25 pairs of adjectives. Two psychological factors, i.e., an aesthetic feeling and a feeling of activity, were extracted from the results. Then, quality impairment factors affecting these two psychological factors were analyzed. We found that the aesthetic feeling is mainly affected by IP packet loss and video coding bit rate, and the feeling of activity depends on delay time and video frame rate. We then proposed an opinion model derived from the relationships among quality impairment factors, psychological factors, and overall quality. The results indicated that the estimation error of the proposed model is almost equivalent to the statistical reliability of the subjective score. Finally, using the proposed model, we discuss guidelines for quality design of interactive audiovisual communication services.

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

    NASA Technical Reports Server (NTRS)

    Erwin, James; Eberline, Carl; Colquitt, Wanda

    1993-01-01

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

  8. 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.

  9. 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.

  10. Performance testing open source products for the TMT event service

    NASA Astrophysics Data System (ADS)

    Gillies, K.; Bhate, Yogesh

    2014-07-01

    The software system for TMT is a distributed system with many components on many computers. Each component integrates with the overall system using a set of software services. The Event Service is a publish-subscribe message system that allows the distribution of demands and other events. The performance requirements for the Event Service are demanding with a goal of over 60 thousand events/second. This service is critical to the success of the TMT software architecture; therefore, a project was started to survey the open source and commercial market for viable software products. A trade study led to the selection of five products for thorough testing using a specially constructed computer/network configuration and test suite. The best performing product was chosen as the basis of a prototype Event Service implementation. This paper describes the process and performance tests conducted by Persistent Systems that led to the selection of the product for the prototype Event Service.

  11. Chinese adolescent student service quality and experience in an international tertiary education system.

    PubMed

    Peng, Ching-Huai

    2008-01-01

    After the 2008 Olympics is concluded and commentators and journalists internationally begin the process of evaluating Beijing's performance as the host city, one of the primary elements to be analyzed will be the quality of visitor service provided by more than 70,000 volunteers. Given the large number Chinese students who have chosen a Western tertiary education over the past ten years, it is reasonable to assume that many of these students will volunteer their services, bringing a perspective on Western standards of service quality gained through exposure to the models of their host high school and university. This study uses both qualitative and quantitative approaches to examine the experiences of 160 Chinese students at an Australian tertiary institution, and concludes that their impressions of quality are formed by a range of service dimensions. Analysis of the scope, scale, and importance of the these dimensions is used to generate a portfolio of quality indicators that are likely feature strongly in the 2008 Beijing Olympics model of volunteer service delivery.

  12. 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. PMID:27313604

  13. 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.

  14. 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

  15. 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

  16. Trade-offs: Quantifying Quality in Library Technical Services.

    ERIC Educational Resources Information Center

    Mandel, Carol A.

    1988-01-01

    Describes the concept of cost effectiveness analysis, and discusses its possible application to library technical services. The steps involved in measuring costs and quantifying performance are discussed, and examples of cost and benefit analysis of technical processes are provided. (12 notes with references) (CLB)

  17. Multiple Quality-of-Service Provisioning for Non-Real-Time Services in Wireless Data Networks

    NASA Astrophysics Data System (ADS)

    Tzeng, Show-Shiow; Lu, Hsin-Yi

    2008-11-01

    One important category of network services in wireless data networks is non-real-time services. When mobile users access non-real-time services, mobile users usually care about two important points; one is whether mobile users are not forced to terminate during their lifetime, and the other is whether the total time to complete mobile users' data transfer is within their time tolerance. Low forced termination probability can be achieved through use of the technique of bandwidth adaptation which dynamically adjusts the number of bandwidths allocated to a mobile user during the mobile user's connection time. However, there is not a metric at a connection level to present the degree of the length of the total completion time. In addition, different mobile users may have different tolerances in the total completion time. In this paper, we describe a quality-of-service metric, called stretch ratio, to present the degree of the length of the total completion time. We devise a measurement based call admission control scheme that provides multiple stretch ratios for mobile users. Simulation results show that the measurement based call admission control scheme satisfies the various quality-of-service requirements of mobile users (in terms of various stretch ratios).

  18. A Multiple-Item Scale for Assessing E-Government Service Quality

    NASA Astrophysics Data System (ADS)

    Papadomichelaki, Xenia; Mentzas, Gregoris

    A critical element in the evolution of e-governmental services 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 service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized and measured. In this article we conceptualise an e-government service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality for public administration sites where citizens seek either information or services.

  19. 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

  20. Computer Networking: Approaches to Quality Service Assurance. Technical Note No. 800.

    ERIC Educational Resources Information Center

    Stillman, Rona B.

    The problem of quality service assurance in a computer networking environment is addressed. In the absence of any direct, well-defined, quantitative measure of service quality and reliability, error collection and analysis is the only basis for service quality control. Therefore, mechanisms are described which facilitate reporting of operational…

  1. 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 accountability"…

  2. Creating Partnerships: Forging a Chain of Service Quality.

    ERIC Educational Resources Information Center

    Lynch, Richard; And Others

    1993-01-01

    Advocates the need for libraries to identify, nurture, and sustain new partnerships given rapid technological advancements and trends in information economics. Principles of partnerships are described, including Total Quality Management (TQM), negotiation, seamless connectivity, performance data, trust, patience, and perseverance; and steps in the…

  3. Considerations on the quality of medical software and information services.

    PubMed

    Forsström, J J; Rigby, M

    1999-12-01

    Fast developments in information and communication technology have made it possible to develop new services for citizens. One of the most interesting areas is health care. Medical knowledge is usually valid all over the world that makes the market global. Information services and decision support software are becoming important tools for medical professionals but also ordinary citizens are interested in health related information. It has been estimated that by the year 2010 the turnover of health care telematics industry may be close to that of the drug industry today. The nature of this global information industry is very different from any industry in history. Since there are no frontiers, no clear products and no shops in the information market, it is difficult to develop any effective legislation. However, the history of medicine has shown that health care sector cannot be free from regulation without risking citizens' health. The huge commercial potential of the Internet has already been used to promote products and services that have no proven effect on health and that may sometimes be even dangerous. In this paper we discuss the needs and possibilities to assess the quality of medical decision support software and information services. For brevity the terms medical software and medical knowledge are used, but the issues also relate to informatics systems used by any health professional, and to computerised systems used to schedule care or to organise record systems.

  4. 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

  5. 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.

  6. Using analytical services at the National Water Quality Laboratory

    USGS Publications Warehouse

    Pratt, L.K.

    1994-01-01

    The National Water Quality Laboratory (NWQL) offers a variety of analytical services for the determination of constituents in samples of water, sediment, and biological material. As technology has advanced, many new methods have been introduced but not always incorporated into plans and schedules developed in the districts. The strengths and weaknesses of many different techniques are discussed and evaluated to promote a broad understanding of the services available at the NWQL. Method detection limits, precision, and costs are discussed, as well as possible applications for the methods. To aid in project planning, several tables have been developed that list the approved method for certain determination, particularly those being requested to satisfy cooperator or U.S. Environ- mental Protection Agency regulatory requirements.

  7. Expectations, Performance, and Citizen Satisfaction with Urban Services

    ERIC Educational Resources Information Center

    Van Ryzin, Gregg G.

    2004-01-01

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

  8. 22 CFR 92.81 - Performance of legal services.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... preparation for private parties of legal documents for signature and notarization. (3) Acceptance of will for... 22 Foreign Relations 1 2012-04-01 2012-04-01 false Performance of legal services. 92.81 Section 92.81 Foreign Relations DEPARTMENT OF STATE LEGAL AND RELATED SERVICES NOTARIAL AND RELATED...

  9. 22 CFR 92.81 - Performance of legal services.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... preparation for private parties of legal documents for signature and notarization. (3) Acceptance of will for... 22 Foreign Relations 1 2014-04-01 2014-04-01 false Performance of legal services. 92.81 Section 92.81 Foreign Relations DEPARTMENT OF STATE LEGAL AND RELATED SERVICES NOTARIAL AND RELATED...

  10. 22 CFR 92.81 - Performance of legal services.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... preparation for private parties of legal documents for signature and notarization. (3) Acceptance of will for... 22 Foreign Relations 1 2013-04-01 2013-04-01 false Performance of legal services. 92.81 Section 92.81 Foreign Relations DEPARTMENT OF STATE LEGAL AND RELATED SERVICES NOTARIAL AND RELATED...

  11. 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... and Limits Applicable to All Services § 440.260 Methods and standards to assure quality of services. The plan must include a description of methods and standards used to assure that services are of...

  12. 78 FR 55244 - Senior Executive Service Performance Review Board; Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-10

    ... Facilities Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES... regulations prescribed by the Office of Personnel Management, one or more performance review boards. The PRB... PRB will review and recommend executive performance bonuses and pay increases. The DNFSB is a...

  13. 75 FR 56999 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-17

    ... Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES: Effective Date... regulations prescribed by the Office of Personnel Management, one or more performance review boards. The PRB..., the PRB will review and recommend executive performance bonuses and pay increases. The DNFSB is...

  14. Systematic Review Evidence Methodology: Providing Quality Family Planning Services.

    PubMed

    Tregear, Stephen J; Gavin, Loretta E; Williams, Jessica R

    2015-08-01

    From 2010 to 2014, CDC and the Office of Population Affairs at the USDHHS collaborated on the development of clinical recommendations for providing quality family planning services. A high priority was placed on the use of existing scientific evidence in developing the recommendations, in accordance with IOM guidelines for how to develop "trustworthy" clinical practice guidelines. Consequently, a series of systematic reviews were developed using a transparent and reproducible methodology aimed at ensuring that the clinical practice guidelines would be based on evidence collected in the most unbiased manner possible. This article describes the methodology used in conducting these systematic reviews, which occurred from mid-2011 through 2012. PMID:26190844

  15. 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.

  16. 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...

  17. 78 FR 41191 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-07-09

    ... the Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR.... The persons named below have been selected to serve on STB's PRB. Leland L. Gardner, Director,...

  18. 75 FR 35877 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-06-23

    ... Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR FURTHER... named below have been selected to serve on STB's PRB: Leland L. Gardner, Director, Office of...

  19. 76 FR 46896 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-08-03

    ... Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR FURTHER... named below have been selected to serve on STB's PRB. Leland L. Gardner, Director, Office of...

  20. 77 FR 35752 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-14

    ... the ] Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR.... The persons named below have been selected to serve on STB's PRB. Leland L. Gardner, Director,...

  1. 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...

  2. High-Performance Scalable Information Service for the ATLAS Experiment

    NASA Astrophysics Data System (ADS)

    Kolos, S.; Boutsioukis, G.; Hauser, R.

    2012-12-01

    The ATLAS[1] experiment is operated by a highly distributed computing system which is constantly producing a lot of status information which is used to monitor the experiment operational conditions as well as to assess the quality of the physics data being taken. For example the ATLAS High Level Trigger(HLT) algorithms are executed on the online computing farm consisting from about 1500 nodes. Each HLT algorithm is producing few thousands histograms, which have to be integrated over the whole farm and carefully analyzed in order to properly tune the event rejection. In order to handle such non-physics data the Information Service (IS) facility has been developed in the scope of the ATLAS Trigger and Data Acquisition (TDAQ)[2] project. The IS provides a high-performance scalable solution for information exchange in distributed environment. In the course of an ATLAS data taking session the IS handles about a hundred gigabytes of information which is being constantly updated with the update interval varying from a second to a few tens of seconds. IS provides access to any information item on request as well as distributing notification to all the information subscribers. In the latter case IS subscribers receive information within a few milliseconds after it was updated. IS can handle arbitrary types of information, including histograms produced by the HLT applications, and provides C++, Java and Python API. The Information Service is a unique source of information for the majority of the online monitoring analysis and GUI applications used to control and monitor the ATLAS experiment. Information Service provides streaming functionality allowing efficient replication of all or part of the managed information. This functionality is used to duplicate the subset of the ATLAS monitoring data to the CERN public network with a latency of a few milliseconds, allowing efficient real-time monitoring of the data taking from outside the protected ATLAS network. Each information

  3. Diversification strategy and performance: implications for health services research.

    PubMed

    Rivers, P A; Glover, S H; Munchus, G

    1999-01-01

    Health care represents a promising area of research due to its uniqueness. In recent years, considerable progress has been made in diversification strategy and performance research but not the study of health services strategy research. This article reviews diversification strategy and performance in health services domains. Adopting Datta, Rajagopalan, and Rasheed's (1991) framework, the authors evaluate the theoretical and empirical contributions of this research. The limitations and theoretical implications of these efforts are also explored.

  4. 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

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

    PubMed Central

    Kim, Dohoon

    2010-01-01

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

  6. QoSLight: a new quality of service FSO software

    NASA Astrophysics Data System (ADS)

    Chabane, Mourad; Alnaboulsi, Maher; Sizun, Herve; Bouchet, Olivier

    2003-08-01

    The atmospheric optical links (FSO) in visible and infrared wavelengths constitute an interesting alternative to creation of new transmission channels for the cordless phone, data-processing networks and high definition television. One finds a choice of varied manufacturers and they propose products whose performances are characterized by a raised rate of transmission, from 2 Mbps to 10 Gbps. But the announced ranges are very important, from 100 to 10,000 meters, in spite of the fact that many manufacturers try to indicate the possible ranges according to time, these indications completely miss standardization and are hardly exploitable because, generally, it is very difficult to know the percentage of time during which a value is reached or exceeded. Availability and reliability of a FSO link depend on used systems but also on climatic and atmospheric parameters such as rain, snow or fog. Library search underlined the lack of reliable data to be able to lay down, in a precise way, the statistical availability of such links, like one usually does for the radio transmission. Before to implement an effective FSO links, we need to know their availability and their reliability. It is the purpose of our study. Its finality is a software which integrate (1) Results of a library search (geometrical attenuation, aerosols, scintillation, environment light, etc), (2) English and French integrated surface weather data, hour per hour, over several years (1995-1999). The result is the presentation of this software, "QoSLight" (Quality of Service Light), making it possible to predict; starting from the data of equipment (power, wavelength, receiver sensibility), geographical situation of a site in France or England (geographical coordinates, altitude, height/ground) and climatic and atmospheric parameter (relative humidity, ground rugosity, albedo, solar radiation, etc) the availability of a FSO link for the following period (year, the most unfavourable month, 8am to 8pm period

  7. Perceptual image quality and telescope performance ranking

    NASA Astrophysics Data System (ADS)

    Lentz, Joshua K.; Harvey, James E.; Marshall, Kenneth H.; Salg, Joseph; Houston, Joseph B.

    2010-08-01

    Launch Vehicle Imaging Telescopes (LVIT) are expensive, high quality devices intended for improving the safety of vehicle personnel, ground support, civilians, and physical assets during launch activities. If allowed to degrade from the combination of wear, environmental factors, and ineffective or inadequate maintenance, these devices lose their ability to provide adequate quality imagery to analysts to prevent catastrophic events such as the NASA Space Shuttle, Challenger, accident in 1986 and the Columbia disaster of 2003. A software tool incorporating aberrations and diffraction that was developed for maintenance evaluation and modeling of telescope imagery is presented. This tool provides MTF-based image quality metric outputs which are correlated to ascent imagery analysts' perception of image quality, allowing a prediction of usefulness of imagery which would be produced by a telescope under different simulated conditions.

  8. Managing performance and performance management: information strategy and service user involvement.

    PubMed

    Rea, Carol A; Rea, David M

    2002-01-01

    The involvement of service users is extolled in National Service Frameworks and, in Wales, is one of seven standards set out in the National Service Framework for mental health services. National Service Frameworks have an important role in the UK government's performance management strategies. The strategies are retrospective in effect and offer insufficient help for service managers and others seeking to change and improve service performance. Draws on research conducted at intervals over the past four years in Swansea. In today's devolved UK, the details will be different in Wales from elsewhere but the focus is on how a number of organisations with differing responsibilities can work together to manage performance improvement. Demonstrates that change requires leadership to be dispersed across organisational boundaries. Accountability and responsibility must be horizontal and even downwards, not just upwards to government Service users can b e involved in their own care. Surveys that involve service users in their planning stages can gather information about the service issues that matter to them. Managing performance is different from performance management. It can ultimately enable services users to initiate and direct some of the improvements they want to see and to take part in the processes of change. The information systems must be locally useful for all involved, and must offer information about performance in time to affect improvement and change.

  9. 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. PMID:19330972

  10. 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.

  11. An investigation into the quality of service provided by telephone hotlines for family planning services.

    PubMed

    Baxter, D; Williams, J I

    1982-01-01

    A study was conducted to assess the ability of two birth control telephone information services in Toronto, Ontario to transmit information of value to the client. There were 3 sets of methods which had to be developed. The initial task was to prepare the simulated cases and train actors to present them. Then, the actors' rating instruments were adapated for this study. Finally, a rating system was designed for the independent judges. A pilot test run a few weeks before experiment was the basis for revisions to the instruments, retraining of the callers and raters to ensure reliability and consistency and refinements to the phoning and taping procedures. The calls were placed at different hours over a 2 week period. Random assignment of cases to the actors, the time frame of the experiment, and the general nature of the question were designed to avoid recognition by counselors as well as any effects on the results due to order, timing or individual contacted. Each agency received half of the total of 50 separate calls. Regarding the quality of concern shown the callers and the accuracy of information provided, the ratings for the counselors in the public and voluntary agencies were uniformly high. The volunteers, as a group, had limited training in family planning counseling and experiences on the hotline services in comparison to the staff of Family Planning Services. The evaluation of the 2 services indicated the volunteer and staff counselors were generally effective. Volunteers were perceived as friendlier while fulltime staff provided a better bridge to community services. There was a tendency for counselors in both the agencies to appear rather professional, disinterested, and too anxious to instruct. An important implication of the study findings is that volunteer agencies can offer services similar to the governments' but more economically since staff costs are not included. A number of considerations in the establishment and operation of telephone

  12. 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…

  13. Web Service for Positional Quality Assessment: the Wps Tier

    NASA Astrophysics Data System (ADS)

    Xavier, E. M. A.; Ariza-López, F. J.; Ureña-Cámara, M. A.

    2015-08-01

    In the field of spatial data every day we have more and more information available, but we still have little or very little information about the quality of spatial data. We consider that the automation of the spatial data quality assessment is a true need for the geomatic sector, and that automation is possible by means of web processing services (WPS), and the application of specific assessment procedures. In this paper we propose and develop a WPS tier centered on the automation of the positional quality assessment. An experiment using the NSSDA positional accuracy method is presented. The experiment involves the uploading by the client of two datasets (reference and evaluation data). The processing is to determine homologous pairs of points (by distance) and calculate the value of positional accuracy under the NSSDA standard. The process generates a small report that is sent to the client. From our experiment, we reached some conclusions on the advantages and disadvantages of WPSs when applied to the automation of spatial data accuracy assessments.

  14. Quality assurance and performance improvement in intraoperative neurophysiologic monitoring programs.

    PubMed

    Tamkus, Arvydas A; Rice, Kent S; McCaffrey, Michael T

    2013-03-01

    Quality assurance (QA) as it relates to intraoperative neurophysiological monitoring (IONM) can be defined as the systematic monitoring, evaluation, and modification of the IONM service to insure that desired standards of quality are being met. In practice, that definition is usually extended to include the concept that the quality of the IONM service will be improved wherever possible and, although there are some differences in the two terms, in this article the term QA will be understood to include quality improvement (QI) processes as well. The measurement and documentation of quality is becoming increasingly important to healthcare providers. This trend is being driven by pressures from accrediting agencies, payers, and patients. The essential elements of a QA program are described. A real-life example of QA techniques and management relevant to IONM providers is presented and discussed.

  15. 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…

  16. 78 FR 5516 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-01-25

    .... 4314(c)(4) of the appointment of members to the Performance Review Board (PRB) of the Occupational... Commission, as required by 5 U.S.C. 4314(c)(1) through (5), has established a Senior Executive Service PRB. The PRB reviews and evaluates the initial appraisal of a senior executive's performance by...

  17. 75 FR 14214 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-03-24

    .... 4314(c)(4) of the appointment of members to the Performance Review Board (PRB) of the Occupational... Service PRB. The PRB reviews and evaluates the initial appraisal of a senior executive's performance by.... 4314(c)(5). The names and titles of the PRB members are as follows: Gary L. Halbert, General...

  18. 76 FR 57980 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-19

    ... Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES: Effective Date... prescribed by the Office of Personnel Management, one or more ] performance review boards. The PRB shall... response, and the higher level official's comments on the initial summary rating. In addition, the PRB...

  19. 76 FR 81998 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-29

    ... HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY: Occupational Safety and Health Review Commission. ACTION: Annual notice. SUMMARY: Notice is given under 5 U.S.C. 4314(c)(4) of the appointment of members to the Performance Review Board (PRB) of the...

  20. 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.

  1. Mapping quality of perception to quality of service for a runtime-adaptable communication system

    NASA Astrophysics Data System (ADS)

    Fish, R. S.; Ghinea, George; Thomas, Johnson P.

    1998-12-01

    In this paper we describe collaborative work between two projects at the University of Reading. We define Quality of Perception (QoP) as representing the user side of the more technical and traditional Quality of Service (QoS). QoP is a term which encompasses not only a user's satisfaction with the quality of multimedia presentations, but also his/her ability to analyze, synthesize and assimilate the informational content of multimedia displays. The Dynamically Reconfigurable Protocol Stacks (DRoPS) project addresses issues of runtime reconfigurable transport systems. Network architectures that do not support resource reservation are unable to guarantee fundamental connection characteristics such as delay, jitter, throughput, loss and bit error rates. The DRoPS architecture supports low cost reconfiguration of individual protocol mechanisms in an attempt to best maintain QoP in connections where the provided QoS fluctuates unpredictably.

  2. 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.

  3. Quality of health care: the responsibility of health care professionals in delivering high quality services.

    PubMed

    Giangrande, A

    1998-11-01

    According to a recent definition, quality of care consists of the degree to which health services increase the likelihood of desired health outcomes and are consistent with current professional knowledge; a definition that introduces both requirements of outcomes and the appropriateness of the process used. Clearly many different figures are interested in quality assessment initiatives in the health care field and these include patients, administrators and doctors each having different perspective. Doctors obviously pay greater attention to technical quality and results, giving greater emphasis to the health of the individual patient, tending to give priority to technical excellence and interaction between patient and doctor. Although the perspective of health care professionals is widely acknowledged to be important and useful, other perspectives on quality have been emphasised in recent years. The most important of these is the recognition that care must be responsive to the preferences and values of the consumers of health care services. In complete harmony with one's own professional commitment, the attention to the perspectives of patients must give physician the chance to identify methods of measuring and verifying quality which take account of the expectations of the many groups with an interest in improving the functioning of the health system. A global approach in the health field is needed the more specialization advances. The quality of medicine lies in its capacity to integrate what science says is appropriate and to be recommended, what can be reconciled with human rights and the self determination of the patient and what can be achieved by optimising available resources. In this complex context, the doctor could take on both the role of the person who decides on the use of resources and the one of social mediator. PMID:9894749

  4. 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.

  5. 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.

  6. A sociocognitive approach to service quality and adherence amongst elderly patients: a pilot study.

    PubMed

    Snell, Lan; White, Lesley

    2011-04-01

    This article examines the relationship between patients' perceptions of emotional intelligence (EI), health competence, service quality, and adherence behavior in the Home Medicines Review (HMR) setting. Participants were purposively recruited from different urban and regional areas in Australia and qualitative data were obtained from in-depth interviews with 20 HMR patients. Service quality is conceptualized from a sociocognitive perspective by incorporating psycho-socio factors such as EI and health competence as moderators to overall service quality and adherence. The findings suggest that EI and health competence influence patient perceptions of service quality and nonadherence at multiple levels of abstraction. Implications are that staff training and development programs that incorporate EI could improve service delivery which could increase patient perceptions of service quality and adherence. Designing intervention initiatives aimed at increasing patient awareness and education of their health conditions could also improve service quality perceptions and adherence behavior. PMID:21590559

  7. 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

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

    PubMed Central

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

    2016-01-01

    ABSTRACT 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

  9. 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

  10. Perspectives on Quality of Reference Service in an Academic Library: A Qualitative Study.

    ERIC Educational Resources Information Center

    Mendelsohn, Jennifer

    1997-01-01

    Interviews with two reference librarians and two users of reference services explored the concept of quality in academic reference services. The study determined that providers and users agreed on the meaning of quality service: librarian knowledge and willingness; mutual expectations, willingness, competence, and satisfaction between librarian…

  11. 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.

  12. Supporting differentiated quality of service in optical burst switched networks

    NASA Astrophysics Data System (ADS)

    Zhou, Bin; Bassiouni, Mostafa A.

    2006-01-01

    We propose and evaluate two new schemes for providing differentiated services in optical burst switched (OBS) networks. The two new schemes are suitable for implementation in OBS networks using just-in-time (JIT) or just-enough-time (JET) scheduling protocols. The first scheme adjusts the size of the search space for a free wavelength based on the priority level of the burst. A simple equation is used to divide the search spectrum into two parts: a base part and an adjustable part. The size of the adjustable part increases as the priority of the burst becomes higher. The scheme is very easy to implement and does not demand any major software or hardware resources in optical cross-connects. The second scheme reduces the dropping probability of bursts with higher priorities through the use of different proactive discarding rates in the network access station (NAS) of the source node. Our extensive simulation tests using JIT show that both schemes are capable of providing tangible quality of service (QoS) differentiation without negatively impacting the throughput of OBS networks.

  13. 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.

  14. EXFOR-CINDA-ENDF: Migration of Databases to Give Higher-Quality Nuclear Data Services

    SciTech Connect

    Zerkin, V.V.; McLane, V.; Herman, M.W.; Dunford, C.L.

    2005-05-24

    Extensive work began in 1999 to migrate the EXFOR, CINDA, and ENDF nuclear reaction databases, and convert the available nuclear data services from VMS to a modern computing environment. This work has been performed through co-operative efforts between the IAEA Nuclear Data Section (IAEA-NDS) and the National Nuclear Data Center (NNDC), Brookhaven National Laboratory. The project also afforded the opportunity to make general revisions and improvements to the nuclear reaction data services by taking account of past experience with the old system and users' feedback. A main goal of the project was to implement databases in a relational form that provides full functionality for maintenance by data centre staff and improved retrieval capability for external users. As a result, the quality of our nuclear service has significantly improved, with better functionality of the system, accessibility of data, and improved data retrieval functions for users involved in a wide range of applications.

  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. 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

    2016-02-01

    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

  17. 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. PMID:26662057

  18. 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

  19. 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.

  20. 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....

  1. 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.

  2. Traveling abroad for medical care: U.S. medical tourists' expectations and perceptions of service quality.

    PubMed

    Guiry, Michael; Vequist, David G

    2011-01-01

    The SERVQUAL scale has been widely used to measure service quality in the health care industry. This research is the first study that used SERVQUAL to assess U.S. medical tourists' expectations and perceptions of the service quality of health care facilities located outside the United States. Based on a sample of U.S. consumers, who had traveled abroad for medical care, the results indicated that there were significant differences between U.S. medical tourists' perceived level of service provided and their expectations of the service that should be provided for four of the five dimensions of service quality. Reliability had the largest service quality gap followed by assurance, tangibles, and empathy. Responsiveness was the only dimension without a significantly different gap score. The study establishes a foundation for future research on service quality in the rapidly growing medical tourism industry.

  3. Traveling abroad for medical care: U.S. medical tourists' expectations and perceptions of service quality.

    PubMed

    Guiry, Michael; Vequist, David G

    2011-01-01

    The SERVQUAL scale has been widely used to measure service quality in the health care industry. This research is the first study that used SERVQUAL to assess U.S. medical tourists' expectations and perceptions of the service quality of health care facilities located outside the United States. Based on a sample of U.S. consumers, who had traveled abroad for medical care, the results indicated that there were significant differences between U.S. medical tourists' perceived level of service provided and their expectations of the service that should be provided for four of the five dimensions of service quality. Reliability had the largest service quality gap followed by assurance, tangibles, and empathy. Responsiveness was the only dimension without a significantly different gap score. The study establishes a foundation for future research on service quality in the rapidly growing medical tourism industry. PMID:21815742

  4. Quality indicators and performance measures in diabetes care.

    PubMed

    Aron, David C

    2014-03-01

    The operations of any portion of the healthcare delivery system, eg, ambulatory care, the consultation and referral process, or hospital care, are critically dependent upon their control systems. The quality of health care produced by the system and its components is also subject to "control." One of the regulatory mechanisms involves performance measures. The development of good measures of quality is a complex and dynamic process. Within endocrinology, most measures have addressed diabetes care and most quality measurement in diabetes has focused on the ambulatory setting and mainly includes measures of process and intermediate outcomes. This review addresses quality and performance measures for diabetes, their development, characteristics, use, misuse, and future prospects.

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

    ERIC Educational Resources Information Center

    Jarrell, Charles M.

    2012-01-01

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

  6. A comparative study of resident, family, and administrator expectations for service quality in nursing homes.

    PubMed

    Duffy, J A; Duffy, M; Kilbourne, W E

    2001-01-01

    This article compares the service quality expectations of residents, family, and administrators within a long-term-care context. Expectations for service quality are measured using the SERVQUAL scale. The results support the reliability of the SERVQUAL instrument for nursing home residents. Resident expectations were significantly different from administrators' expectations on all dimensions of quality. The findings are interpreted in terms of expectation formation and the nature of service encounters.

  7. A comparative study of resident, family, and administrator expectations for service quality in nursing homes.

    PubMed

    Duffy, J A; Duffy, M; Kilbourne, W E

    2001-01-01

    This article compares the service quality expectations of residents, family, and administrators within a long-term-care context. Expectations for service quality are measured using the SERVQUAL scale. The results support the reliability of the SERVQUAL instrument for nursing home residents. Resident expectations were significantly different from administrators' expectations on all dimensions of quality. The findings are interpreted in terms of expectation formation and the nature of service encounters. PMID:11482179

  8. 75 FR 62501 - Senior Executive Service Performance Review Board: Update

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-12

    ... DEVELOPMENT Senior Executive Service Performance Review Board: Update AGENCY: U.S. Agency For International Development, Office Of Inspector General. ACTION: Notice. SUMMARY: This notice is hereby given of the appointment of members of the updated U.S. Agency for International Development, Office of Inspector...

  9. 77 FR 54570 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-09-05

    ... Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES: Effective Date... prescribed by the Office of Personnel Management, one or more PRBs. The PRB shall review and evaluate the... level official's comments on the initial summary rating. In addition, the PRB will review and...

  10. 75 FR 62509 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-12

    ... members of the Senior Executive Service (SES) Performance Review Board (PRB) for the Department of Defense Office of Inspector General (DoD OIG), as required by 5 U.S.C. 4314(c)(4). The PRB provides fair and... accordance with 5 U.S.C. 4314(c)(4), the following executives are appointed to the DoD OIG, PRB:...

  11. Reference Service for Performing Musicians: Understanding and Meeting Their Needs.

    ERIC Educational Resources Information Center

    Gottlieb, Jane

    1994-01-01

    Describes the provision of library services to performing musicians in a music conservatory and focuses on their need for information in three main categories: (1) access to collections through library catalogs and other sources, (2) sources for the study of musical scores, and (3) research using sources for contextual and background research. (10…

  12. Improving consistency and quality of service delivery: implications for the addiction treatment field.

    PubMed

    Knott, Anne Marie; Corredoira, Rafael; Kimberly, John

    2008-09-01

    Addiction treatment providers face serious problems in delivering consistent, high-quality services over time. Among those providers with multiple treatment sites, there is also intersite variability. This is a serious problem in the addiction field, likely to be made worse as new technologies are introduced and/or as there is industry consolidation (Corredoira, R., Kimberly, J. (2006) Industry evolution through consolidation: Implications for addiction treatment. Journal of Substance Abuse Treatment 31, 255-265.). Although serious, these problems in managing and monitoring to assure consistent service quality have been faced by many other industries. Here, we review evidence from research in other industries regarding three different forms of management (vertical integration, franchising, and licensing) across a chain of individual service providers. We show how each management form affects the level, consistency, and improvement of service delivery over time. In addition, we discuss how such performance advantages affect customer demand as well as regulatory endorsement of the consolidated firm and its approach. PMID:18082996

  13. Patients' and personnel's perceptions of service quality and patient satisfaction in nuclear medicine.

    PubMed

    De Man, Stefanie; Gemmel, Paul; Vlerick, Peter; Van Rijk, Peter; Dierckx, Rudi

    2002-09-01

    Patients' and personnel's perceptions of service quality were analysed to position nuclear medicine organisations in the service triangle theory of Haywood-Farmer [ Int J Production and Operations Management 1988; 6:19-29]. After distinguishing the service quality dimensions of nuclear medicine, a comparison was made between the service quality perceptions of patients ( n=259) and those of personnel ( n=24). We examined the importance of different service quality dimensions by studying their relationship to patient satisfaction. The proposed five dimensions of SERVQUAL, the most commonly used service quality measurement scale, were not confirmed. Patients considered tangibles and assurance as one dimension, while the original empathy dimension was separated into empathy and convenience. Personnel perceived all service quality dimensions as less good than did patients, except for empathy. Results indicated that patients' perception of service quality was correlated with patient satisfaction, especially in terms of reliability and tangibles-assurance. Based on these service quality dimensions, we suggest that nuclear medicine services need to optimise their physical and process component and the technical skills of personnel.

  14. Patients' and personnel's perceptions of service quality and patient satisfaction in nuclear medicine.

    PubMed

    De Man, Stefanie; Gemmel, Paul; Vlerick, Peter; Van Rijk, Peter; Dierckx, Rudi

    2002-09-01

    Patients' and personnel's perceptions of service quality were analysed to position nuclear medicine organisations in the service triangle theory of Haywood-Farmer [ Int J Production and Operations Management 1988; 6:19-29]. After distinguishing the service quality dimensions of nuclear medicine, a comparison was made between the service quality perceptions of patients ( n=259) and those of personnel ( n=24). We examined the importance of different service quality dimensions by studying their relationship to patient satisfaction. The proposed five dimensions of SERVQUAL, the most commonly used service quality measurement scale, were not confirmed. Patients considered tangibles and assurance as one dimension, while the original empathy dimension was separated into empathy and convenience. Personnel perceived all service quality dimensions as less good than did patients, except for empathy. Results indicated that patients' perception of service quality was correlated with patient satisfaction, especially in terms of reliability and tangibles-assurance. Based on these service quality dimensions, we suggest that nuclear medicine services need to optimise their physical and process component and the technical skills of personnel. PMID:12192553

  15. 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

  16. Evaluating quality of health services in health centres of Zanjan district of Iran.

    PubMed

    Mohammadi, Ali; Mohammadi, Jamshid

    2012-01-01

    To assess quality of health services in Zanjan health centres based on clients' expectations and perceptions. The study was conducted by using service quality (SERVQUAL) scale on a sample of 300 females, clients of health care centres in the district of Zanjan, selected by cluster sampling. The results indicated that there were negative quality gaps at five SERVQUAL dimensions. The most and least negative quality gap mean scores were in reliability dimension (-2.1) and tangible (-1.13) respectively. There was statistically significant difference between clients' perceptions and expectations mean scores at all of the five service quality dimensions (P<0.001). The negative quality gap level in health service dimensions can be used as a guideline for redistribution of resources and managerial attempts to reduce quality gaps and improvement of health care quality.

  17. Evaluating quality of health services in health centres of Zanjan district of Iran.

    PubMed

    Mohammadi, Ali; Mohammadi, Jamshid

    2012-01-01

    To assess quality of health services in Zanjan health centres based on clients' expectations and perceptions. The study was conducted by using service quality (SERVQUAL) scale on a sample of 300 females, clients of health care centres in the district of Zanjan, selected by cluster sampling. The results indicated that there were negative quality gaps at five SERVQUAL dimensions. The most and least negative quality gap mean scores were in reliability dimension (-2.1) and tangible (-1.13) respectively. There was statistically significant difference between clients' perceptions and expectations mean scores at all of the five service quality dimensions (P<0.001). The negative quality gap level in health service dimensions can be used as a guideline for redistribution of resources and managerial attempts to reduce quality gaps and improvement of health care quality. PMID:23354145

  18. The Barangay service point officers: their performance and potentials.

    PubMed

    Flores, J P; Diaz, C A

    1983-01-01

    The Strengthening BSPO (barangay service point officer) Operations project aims to strengthen the outreach structure at the BSPO level by hastening its attainment of self-sufficiency and making it more responsive to community needs and demands. It has 2 specific objectives: to provide policymakers and managers of the outreach project with a research-based assessment of current organizational procedures, practices, and factors taht hindet the effectiveness od organizations and operations at the BSPO level; and to provide Popcom's decision makers with alternative means for evolving regional and national action plans to improve BSPO operations. This discussion presents the highlights of a 3rd major project report on the "Qualitative Survey Research on BSPOs and BSPO Operations." The report covers the outcome of focus group discussions (FGDs) conducted in 3 selected regions, with resondents consisting of BSPOs, fulltime outreach workers (FTOWs), married couples of reproductive age (MCRA), and barangay captains. 6 priority issues were taken up in the FGDs conducted: selection and recruitment of BSPOs; taining; incentives and awards; perception of roles and functions; functional relationships of BSPOs and other workers; and BSPO associations. The FTOWs considered the following qualities when choosing BSPOs: influence in the community; accessibility to neighbors; approachability and friendliness; respectability in the community; belief in family planning; satisfaction with family planning use; and ability to motivate people. Before starting volunteer work, BSPOs are trained formally for 3 days. While BSPOs recognize the importance of their role in community development, they are hesitant to accept too many tasks. They perceive the replenishment of contraceptive supply to be their primary function. Record keeping, home visits, information dissemination, and motivation are considered secondary. Popcom regional offices have incentive programs meant to cover all BSPOs. There

  19. 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.

  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 and Performance Improvement: What’s a Program to Do?

    PubMed Central

    McCorry, Frank

    2007-01-01

    A confluence of forces is challenging traditional approaches to issues of quality in substance abuse care. The availability of effective, research-based interventions, the Federal emphasis on performance measurement and outcomes, and national initiatives to improve quality and data infrastructure are driving a transition from a static, compliance-oriented approach to a more dynamic performance improvement model. This new way of achieving and documenting quality will produce better outcomes for consumers and greater confidence in the value of substance abuse services, but first it will require new behaviors from all parties involved in the delivery of substance abuse prevention and treatment services. This article describes some of the shifts already under way and offers advice on how organizations can get ready for the coming changes. PMID:17514072

  2. A Service Oriented Architecture for Exploring High Performance Distributed Power Models

    SciTech Connect

    Liu, Yan; Chase, Jared M.; Gorton, Ian

    2012-11-12

    Power grids are increasingly incorporating high quality, high throughput sensor devices inside power distribution networks. These devices are driving an unprecedented increase in the volume and rate of available information. The real-time requirements for handling this data are beyond the capacity of conventional power models running in central utilities. Hence, we are exploring distributed power models deployed at the regional scale. The connection of these models for a larger geographic region is supported by a distributed system architecture. This architecture is built in a service oriented style, whereby distributed power models running on high performance clusters are exposed as services. Each service is semantically annotated and therefore can be discovered through a service catalog and composed into workflows. The overall architecture has been implemented as an integrated workflow environment useful for power researchers to explore newly developed distributed power models.

  3. 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.

  4. 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…

  5. 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. PMID:24163347

  6. 42 CFR 416.43 - Conditions for coverage-Quality assessment and performance improvement.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ..., DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) AMBULATORY SURGICAL SERVICES... track quality indicators, adverse patient events, infection control and other aspects of...

  7. 42 CFR 416.43 - Conditions for coverage-Quality assessment and performance improvement.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ..., DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) AMBULATORY SURGICAL SERVICES... track quality indicators, adverse patient events, infection control and other aspects of...

  8. 42 CFR 416.43 - Conditions for coverage-Quality assessment and performance improvement.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ..., DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM AMBULATORY SURGICAL SERVICES Specific... track quality indicators, adverse patient events, infection control and other aspects of...

  9. 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

    2012-11-01

    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.

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

    PubMed Central

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

    2012-01-01

    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. PMID:23091018

  11. 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

    2012-11-01

    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. PMID:23091018

  12. 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.

  13. 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 §...

  14. 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 §...

  15. 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 §...

  16. Lessons learned from performance feedback by a quality improvement organization.

    PubMed

    Van Hoof, Thomas J; Pearson, David A; Giannotti, Tierney E; Tate, Janet P; Elwell, Anne; Barr, Judith K; Meehan, Thomas P

    2006-01-01

    Performance feedback is a common quality improvement (QI) intervention strategy in the outpatient setting. This article describes the use by one quality improvement organization (QIO) of performance feedback to primary-care physicians with claims-based measures relating to diabetes, adult vaccinations, and mammography screening. Feedback from the physicians identified themes relating to data accuracy, methodology of the feedback reports, reasons for low performance rates, and suggestions on how the QIO could improve its intervention strategy. The article highlights the value of collecting and analyzing formative data on the process and offers specific recommendations to other QI professionals contemplating the use of claims data for performance feedback.

  17. 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.

  18. 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.

  19. Asbestos exposures of mechanics performing clutch service on motor vehicles.

    PubMed

    Cohen, Howard J; Van Orden, Drew R

    2008-03-01

    A study was conducted to assess historical asbestos exposures of mechanics performing clutch service on motor vehicles. For most of the 20th century, friction components used in brakes and manual transmission clutches contained approximately 25-60% chrysotile asbestos. Since the late 1960s, asbestos exposure assessment studies conducted on mechanics performing brake service have frequently reported levels below the current OSHA permissible exposure limit (PEL) of 0.1 fiber/cc (flcc). Although there is a robust asbestos exposure data set for mechanics performing brake service, there are almost no data for mechanics removing and replacing clutches in manual transmission vehicles. Personal and area airborne asbestos samples were collected during the removal of asbestos-containing clutches from 15 manual transmissions obtained from salvage facilities by an experienced mechanic. Clutch plates and debris were analyzed for asbestos using EPA and ISO published analytical methods. More than 100 personal and area air samples were collected and analyzed for asbestos fibers using NIOSH methods 7400 and 7402. A separate study involved a telephone survey of 16 automotive mechanics who began work prior to 1975. The mechanics were asked about the duration, frequency, and methods used to perform clutch service. Wear debris in the bell housing surrounding clutches had an average of 0.1% chrysotile asbestos by weight, a value consistent with similar reports of brake debris. Asbestos air sampling data collected averaged 0.047 flcc. Mechanics participating in the telephone survey indicated that clutch service was performed infrequently, the entire clutch assembly was normally replaced, and there was no need to otherwise handle the asbestos-containing clutch plates. These mechanics also confirmed that wet methods were most frequently used to clean debris from the bell housing. Combining the asbestos exposure that occurred when mechanics performed clutch service, along with the duration

  20. Asbestos exposures of mechanics performing clutch service on motor vehicles.

    PubMed

    Cohen, Howard J; Van Orden, Drew R

    2008-03-01

    A study was conducted to assess historical asbestos exposures of mechanics performing clutch service on motor vehicles. For most of the 20th century, friction components used in brakes and manual transmission clutches contained approximately 25-60% chrysotile asbestos. Since the late 1960s, asbestos exposure assessment studies conducted on mechanics performing brake service have frequently reported levels below the current OSHA permissible exposure limit (PEL) of 0.1 fiber/cc (flcc). Although there is a robust asbestos exposure data set for mechanics performing brake service, there are almost no data for mechanics removing and replacing clutches in manual transmission vehicles. Personal and area airborne asbestos samples were collected during the removal of asbestos-containing clutches from 15 manual transmissions obtained from salvage facilities by an experienced mechanic. Clutch plates and debris were analyzed for asbestos using EPA and ISO published analytical methods. More than 100 personal and area air samples were collected and analyzed for asbestos fibers using NIOSH methods 7400 and 7402. A separate study involved a telephone survey of 16 automotive mechanics who began work prior to 1975. The mechanics were asked about the duration, frequency, and methods used to perform clutch service. Wear debris in the bell housing surrounding clutches had an average of 0.1% chrysotile asbestos by weight, a value consistent with similar reports of brake debris. Asbestos air sampling data collected averaged 0.047 flcc. Mechanics participating in the telephone survey indicated that clutch service was performed infrequently, the entire clutch assembly was normally replaced, and there was no need to otherwise handle the asbestos-containing clutch plates. These mechanics also confirmed that wet methods were most frequently used to clean debris from the bell housing. Combining the asbestos exposure that occurred when mechanics performed clutch service, along with the duration

  1. 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.

  2. 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.

  3. Communicating for Quality in School Age Care Services

    ERIC Educational Resources Information Center

    Cartmel, Jennifer; Grieshaber, Susan

    2014-01-01

    School Age Care (SAC) services have existed in Australia for over 100 years but they have tended to take a back seat when compared with provision for school-aged children and those under school age using early childhood education and care (ECEC) services. Many SAC services are housed in shared premises and many children attending preparatory or…

  4. 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…

  5. Performance trade-offs and individual quality in decathletes.

    PubMed

    Walker, Jeffrey A; Caddigan, Sean P

    2015-11-01

    Many constraints of organismal design at the cell and organ level, including muscle fiber types, musculoskeletal gearing and control-surface geometry, are believed to cause performance trade-offs at the whole-organism level. Contrary to this expectation, positive correlations between diverse athletic performances are frequently found in vertebrates. Recently, it has been proposed that trade-offs between athletic performances in humans are masked by variation in individual quality and that underlying trade-offs are revealed by adjusting the correlations to 'control' quality. We argue that quality is made up of both intrinsic components, due to the causal mapping between morpho-physiological traits and performance, and extrinsic components, due to variation in training intensity, diet and pathogens. Only the extrinsic component should be controlled. We also show that previous methods to estimate 'quality-free' correlations perform poorly. We show that Wright's factor analysis recovers the correct quality-free correlation matrix and use this method to estimate quality-free correlations among the 10 events of the decathlon using a dataset of male college athletes. We found positive correlations between all decathlon events, which supports an axis that segregates 'good athletes' from 'bad athletes'. Estimates of quality-free correlations are mostly very small (<0.1), suggesting large, quality-free independence between events. Because quality must include both intrinsic and extrinsic components, the physiological significance of these adjusted correlations remains obscure. Regardless, the underlying architecture of the functional systems and the physiological explanation of both the un-adjusted and adjusted correlations remain to be discovered. PMID:26449978

  6. Introduction of performance-based financing in burundi was associated with improvements in care and quality.

    PubMed

    Bonfrer, Igna; Soeters, Robert; Van de Poel, Ellen; Basenya, Olivier; Longin, Gashubije; van de Looij, Frank; van Doorslaer, Eddy

    2014-12-01

    Several governments in low- and middle-income countries have adopted performance-based financing to increase health care use and improve the quality of health services. We evaluated the effects of performance-based financing in the central African nation of Burundi by exploiting the staggered rollout of this financing across provinces during 2006-10. We found that performance-based financing increased the share of women delivering their babies in an institution by 22 percentage points, which reflects a relative increase of 36 percent, and the share of women using modern family planning services by 5 percentage points, a relative change of 55 percent. The overall quality score for health care facilities increased by 45 percent during the study period, but performance-based financing was found to have no effect on the quality of care as reported by patients. We did not find strong evidence of differential effects of performance-based financing across socioeconomic groups. The performance-based financing effects on the probability of using care when ill were found to be even smaller for the poor. Our findings suggest that a supply-side intervention such as performance-based financing without accompanying access incentives for poor people is unlikely to improve equity. More research into the cost-effectiveness of performance-based financing and how best to target vulnerable populations is warranted.

  7. 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.

  8. 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. PMID:10179060

  9. 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…

  10. 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…

  11. 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…

  12. 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…

  13. The National Quality Improvement Center on the Privatization of Child Welfare Services: A Program Description

    ERIC Educational Resources Information Center

    Collins-Camargo, Crystal; Ensign, Karl; Flaherty, Chris

    2008-01-01

    Quality improvement centers were created by the U.S. Department of Health and Human Services' Children's Bureau beginning in 2001 to promote knowledge development through an innovative approach to applied collaborative research in child welfare. The National Quality Improvement Center on the Privatization of Child Welfare Services was funded to…

  14. 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…

  15. Users' Hierarchical Perspectives on Library Service Quality: A "LibQUAL+" Study.

    ERIC Educational Resources Information Center

    Cook, Colleen; Heath, Fred; Thompson, Bruce

    2001-01-01

    The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users place varying…

  16. "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 faculty…

  17. 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…

  18. 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…

  19. 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…

  20. 26 CFR 31.3306(c)-2 - Employment; services performed after 1954.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 26 Internal Revenue 15 2010-04-01 2010-04-01 false Employment; services performed after 1954. 31... Employment; services performed after 1954. (a) In general. Whether services performed after 1954 constitute employment is determined under subsections (c) and (n) of section 3306. (b) Services performed within...

  1. 26 CFR 31.3306(c)-2 - Employment; services performed after 1954.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 26 Internal Revenue 15 2011-04-01 2011-04-01 false Employment; services performed after 1954. 31... Employment; services performed after 1954. (a) In general. Whether services performed after 1954 constitute employment is determined under subsections (c) and (n) of section 3306. (b) Services performed within...

  2. 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.

  3. 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. PMID:21840897

  4. Enhancing the quality of service of video streaming over MANETs using MDC and FEC

    NASA Astrophysics Data System (ADS)

    Zang, Weihua; Guo, Rui

    2012-04-01

    Path and server diversities have been used to guarantee reliable video streaming communication over wireless networks. In this paper, server diversity over mobile wireless ad hoc networks (MANETs) is implemented. Particularly, multipoint-to-point transmission together with multiple description coding (MDC) and forward error correction (FEC) technique is used to enhance the quality of service of video streaming over the wireless lossy networks. Additionally, the dynamic source routing (DSR) protocol is used to discover maximally disjoint routes for each sender and to distribute the workload evenly within the MANETs for video streaming applications. NS-2 Simulation study demonstrates the feasibility of the proposed mechanism and it shows that the approach achieves better quality of video streaming, in terms of the playable frame rate, reliability and real-time performance on the receiving side.

  5. Perceptual video quality comparison of 3DTV broadcasting using multimode service systems

    NASA Astrophysics Data System (ADS)

    Ok, Jiheon; Lee, Chulhee

    2015-05-01

    Multimode service (MMS) systems allow broadcasters to provide multichannel services using a single HD channel. Using these systems, it is possible to provide 3DTV programs that can be watched either in three-dimensional (3-D) or two-dimensional (2-D) modes with backward compatibility. In the MMS system for 3DTV broadcasting using the Advanced Television Systems Committee standards, the left and the right views are encoded using MPEG-2 and H.264, respectively, and then transmitted using a dual HD streaming format. The left view, encoded using MPEG-2, assures 2-D backward compatibility while the right view, encoded using H.264, can be optionally combined with the left view to generate stereoscopic 3-D views. We analyze 2-D and 3-D perceptual quality when using the MMS system by comparing items in the frame-compatible format (top-bottom), which is a conventional transmission scheme for 3-D broadcasting. We performed perceptual 2-D and 3-D video quality evaluation assuming 3DTV programs are encoded using the MMS system and top-bottom format. The results show that MMS systems can be preferable with regard to perceptual 2-D and 3-D quality and backward compatibility.

  6. 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. PMID:25314366

  7. 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.

  8. A research on service quality decision-making of Chinese communications industry based on quantum game

    NASA Astrophysics Data System (ADS)

    Zhang, Cuihua; Xing, Peng

    2015-08-01

    In recent years, Chinese service industry is developing rapidly. Compared with developed countries, service quality should be the bottleneck for Chinese service industry. On the background of three major telecommunications service providers in China, the functions of customer perceived utilities are established. With the goal of consumer's perceived utility maximization, the classic Nash equilibrium solution and quantum equilibrium solution are obtained. Then a numerical example is studied and the changing trend of service quality and customer perceived utility is further analyzed by the influence of the entanglement operator. Finally, it is proved that quantum game solution is better than Nash equilibrium solution.

  9. 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…

  10. 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…

  11. 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…

  12. Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.

    ERIC Educational Resources Information Center

    Cook, Colleen; Heath, Fred M.

    2001-01-01

    Describes a study of ARL (Association of Research Libraries) members called LibQUAL+ that identified users' perceptions of library service quality and measured gaps between expected service and perceived service. Discusses results of user interviews regarding information seeking behavior; self reliance; ubiquity and ease of access; and hours of…

  13. Applying quality management tools to medical photography services: a pilot project.

    PubMed

    Murray, Peter

    2003-03-01

    The Medical Photography Department at Peterborough Hospitals NHS Trust set up a pilot project to reduce the turnaround time of fundus fluorescein angiograms to the Ophthalmology Department. Quality management tools were used to analyse current photographic practices and develop more efficient methods of service delivery. The improved service to the Ophthalmology Department demonstrates the value of quality management in developing medical photography services at Peterborough Hospitals.

  14. 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.

  15. 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. PMID:26379261

  16. 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.

  17. A Control-Theoretic Approach for the Combined Management of Quality-of-Service and Energy in Service Centers

    NASA Astrophysics Data System (ADS)

    Poussot-Vassal, Charles; Tanelli, Mara; Lovera, Marco

    The complexity of Information Technology (IT) systems is steadily increasing and system complexity has been recognised as the main obstacle to further advancements of IT. This fact has recently raised energy management issues. Control techniques have been proposed and successfully applied to design Autonomic Computing systems, trading-off system performance with energy saving goals. As users behaviour is highly time varying and workload conditions can change substantially within the same business day, the Linear Parametrically Varying (LPV) framework is particularly promising for modeling such systems. In this chapter, a control-theoretic method to investigate the trade-off between Quality of Service (QoS) requirements and energy saving objectives in the case of admission control in Web service systems is proposed, considering as control variables the server CPU frequency and the admission probability. To quantitatively evaluate the trade-off, a dynamic model of the admission control dynamics is estimated via LPV identification techniques. Based on this model, an optimisation problem within the Model Predictive Control (MPC) framework is setup, by means of which it is possible to investigate the optimal trade-off policy to manage QoS and energy saving objectives at design time and taking into explicit account the system dynamics.

  18. [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.

  19. [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. PMID:27215117

  20. Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective

    PubMed Central

    2014-01-01

    Background Providing services to patients according to their expectations and needs is necessary for the success of an organization in order to remain in the competitive market. Recognizing these needs and expectations is an important step in offering high quality services. This study was designed to determine the service quality gap of the main hospital of Hormozgan province. Methods This cross sectional study was conducted in 2013 in Bandar Abbas ShahidMohammadi Hospital in the south of Iran. All 96 participants of this study were provided by SERVQUAL questionnaire. Data was analyzed by Wilcoxon and Kruskal-Wallis tests. Results Service quality gaps were seen in all five service quality dimensions and the overall quality of service. The mean of quality perception score and quality expectation score was 3.44 ± 0.693 and 4.736 ± 0.34, respectively. The highest perception was in assurance dimension and the highest expectation was in Responsiveness and assurance dimensions. Also, the lowest perception was in responsiveness dimension and the lowest expectation was about empathy. In this study, 56.1% of participants defined the quality of services as average. Conclusion According to the results, this hospital was not able to meet patients’ expectations completely. Therefore, action must be taken to decrease the gap between the perception and expectation of the patients. PMID:25064475

  1. 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.

  2. Quality indicators and performance measures in diabetes care.

    PubMed

    Aron, David C

    2014-03-01

    The operations of any portion of the healthcare delivery system, eg, ambulatory care, the consultation and referral process, or hospital care, are critically dependent upon their control systems. The quality of health care produced by the system and its components is also subject to "control." One of the regulatory mechanisms involves performance measures. The development of good measures of quality is a complex and dynamic process. Within endocrinology, most measures have addressed diabetes care and most quality measurement in diabetes has focused on the ambulatory setting and mainly includes measures of process and intermediate outcomes. This review addresses quality and performance measures for diabetes, their development, characteristics, use, misuse, and future prospects. PMID:24496919

  3. 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... Meters, Service Regulators, and Service Lines § 192.381 Service lines: Excess flow valve performance standards. (a) Excess flow valves to be used on single residence service lines that operate...

  4. 49 CFR 192.381 - Service lines: Excess flow valve performance standards.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 49 Transportation 3 2011-10-01 2011-10-01 false Service lines: Excess flow valve performance... Meters, Service Regulators, and Service Lines § 192.381 Service lines: Excess flow valve performance standards. (a) Excess flow valves to be used on single residence service lines that operate...

  5. 49 CFR 192.381 - Service lines: Excess flow valve performance standards.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 49 Transportation 3 2012-10-01 2012-10-01 false Service lines: Excess flow valve performance... Meters, Service Regulators, and Service Lines § 192.381 Service lines: Excess flow valve performance standards. (a) Excess flow valves to be used on single residence service lines that operate...

  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. 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…

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

    PubMed Central

    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. PMID:25477940

  9. 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.

  10. 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. PMID:25477940

  11. 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. PMID:11727291

  12. 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.

  13. The quality and costs of residential services for adults with multiple disabilities: a comparative evaluation.

    PubMed

    Hatton, C; Emerson, E; Robertson, J; Henderson, D; Cooper, J

    1995-01-01

    The costs and quality of four different service models for 40 adults with multiple disabilities were compared. The four service models were: specialised institution-based units; a specialised, campus-style, further education service; specialised community-based group homes; and "ordinary" community-based group homes. Some information was also available from five adults with multiple disabilities living in traditional institutions for people with mental retardation. On almost all measures of service outcome the specialised group-home model was the "preferred" service model, although this model was not associated with particularly high service costs. There was, however, considerable variation in quality within, as well as between, service models, with some residents in all service models experiencing levels of support and engagement similar to those found in traditional institutions. The results of the study are discussed in relation to notions of typical practice and normative standards. The implications of the findings are discussed. PMID:8584765

  14. 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.

  15. 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…

  16. 76 FR 58559 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-21

    ... Performance Review Board which oversees the evaluation of performance appraisals of Senior Executive Service.... Wells, Deputy Commissioner for Human Resources. BILLING CODE 4191-02-P ... ADMINISTRATION Notice of Senior Executive Service Performance Review Board Membership AGENCY: Social...

  17. 26 CFR 31.3306(c)-1 - Employment; services performed before 1955.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 26 Internal Revenue 15 2010-04-01 2010-04-01 false Employment; services performed before 1955. 31... Employment; services performed before 1955. (a) Services performed after 1938 and before 1955 constitute employment under section 3306(c) if such services were employment under the law applicable to the period...

  18. 26 CFR 31.3306(c)-1 - Employment; services performed before 1955.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 26 Internal Revenue 15 2011-04-01 2011-04-01 false Employment; services performed before 1955. 31... Employment; services performed before 1955. (a) Services performed after 1938 and before 1955 constitute employment under section 3306(c) if such services were employment under the law applicable to the period...

  19. 26 CFR 31.3121(b)-3 - Employment; services performed after 1954.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 26 Internal Revenue 15 2010-04-01 2010-04-01 false Employment; services performed after 1954. 31... Provisions § 31.3121(b)-3 Employment; services performed after 1954. (a) In general. Whether services...(b), constitute employment. With respect to services performed within the United States, the...

  20. 26 CFR 31.3121(b)-3 - Employment; services performed after 1954.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 26 Internal Revenue 15 2011-04-01 2011-04-01 false Employment; services performed after 1954. 31... Provisions § 31.3121(b)-3 Employment; services performed after 1954. (a) In general. Whether services...(b), constitute employment. With respect to services performed within the United States, the...

  1. Indicators for measuring the quality of family planning services in Nigeria.

    PubMed

    Askew, I; Mensch, B; Adewuyi, A

    1994-01-01

    This article presents the Situation Analysis approach as a means of collecting data that can be used to assess the quality of care provided by family planning service-delivery points (SDPs), and describes the quality of services offered in Nigeria. Elements of the quality of services provided at 181 clinical service-delivery points in six states of Nigeria are described. The substantive results from the study suggest that although most of the 181 service points sampled are functional, the quality of care being provided could be improved. Illustrative scores for these indicators and elements of the Bruce-Jain framework are given. By comparison with contraceptive prevalence surveys, the Situation Analysis approach is still in its early stages. Some methodological issues are raised here and future directions for strengthening the validity and applicability of the approach are discussed.

  2. Towards European-scale Air Quality operational services for GMES Atmosphere

    NASA Astrophysics Data System (ADS)

    Peuch, V.-H.; Rouil, L.; Tarrason, L.; Elbern, H.; Gems/Macc Regional Subprojects Teams

    2009-09-01

    Basing upon the experience gained in national operational or pre-operational air quality forecasting activities, as for instance Prév'Air in France or EURAD in Germany, a range of European scale services have been developing in the context of the EU-funded project GEMS (6th FP) and are now brought a step further in the new project MACC (7th FP). Within the GEMS project, analyses, hindcasts and forecasts from a range of state-of-the-art Regional Air Quality models have been performed on a quasi-operational daily basis since the beginning of 2008. The models cover Europe with horizontal resolutions ranging from 0.2° to 0.5°, and rely on ECMWF operational meteorological forecasts as well as on GEMS global "chemical weather” data, in the form of chemical boundary conditions for key medium to long-lived trace gases and aerosols. They also all consider the same high-resolution (~8km) anthropogenic and biogenic emissions inventories, developed by TNO (The Netherlands) and NKUA (Greece). Access in quasi Near-Real-Time to AQ monitoring data has been obtained for over 15 European countries through fruitful collaborations with national and regional monitoring agencies. This has provided an interesting context, unprecedented to such an extent, to jointly monitor the performances of regional Air Quality forecasts, assess uncertainties and elaborate ensemble products that build upon the models' spread and their respective skills (both in average and for the few days preceding each forecast). Also a hindcast run covering the whole year of 2003 and using chemical boundaries from GEMS global re-analysis of tropospheric reactive gases has been performed and studied. This year 2003 was indeed marked by several episodes in spring and summer (heat wave) with strong health impacts due (at least in part) to bad Air Quality. The GEMS project has ended in May 2009 and the MACC project has started. Within MACC, a stronger emphasis is put on the use of chemical data assimilation and on

  3. 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.

  4. 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. PMID:27066331

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

    PubMed

    Yun, Eun Kyoung; Chun, Kee Moon

    2008-01-01

    Telemedicine generally refers to the use of communications and information technologies for the delivery of health care. owever, telemedicine is not merely a simple combination of health care and technology. The researchers propose a systematic approach for assessing needs of telemedicine customers, called critical-to-quality (CTQ) in Six Sigma, with a purpose of continuous quality improvement. The combination approach using DFSS (Design for Six Sigma) and SERVQUAL (Service Quality Framework) was applied to define the critical quality attributes of telemedicine service management and to match them with the current telemedicine process. With a step-by-step procedure, telemedicine service process was reviewed and all the important CTQ candidates identified via a case study. The findings suggest that nurses need further understanding and research methods that will improve and manage the quality of health care service in various medical fields. PMID:19330973

  6. 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.

  7. 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.

  8. 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

  9. [The quality control based on the predictable performance].

    PubMed

    Zheng, D X

    2016-09-01

    The clinical performance can only be evaluated when it comes to the last step in the conventional way of prosthesis. However, it often causes the failure because of the unconformity between the expectation and final performance. Resulting from this kind of situation, quality control based on the predictable results has been suggested. It is a new idea based on the way of reverse thinking, and focuses on the need of patient and puts the final performance of the prosthesis to the first place. With the prosthodontically driven prodedure, dentists can complete the unification with the expectation and the final performance. PMID:27596338

  10. 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.

  11. 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. PMID:25751316

  12. DOSIMETRIC QUALITY ASSURANCE INTERPRETED FOR ISO 17025 IN PUBLIC HEALTH ENGLAND'S PERSONAL DOSIMETRY SERVICE.

    PubMed

    Gilvin, P J; Gibbens, N J; Baker, S T

    2016-09-01

    Many individual monitoring services (IMSs) have long experience in delivering high-quality dosimetry, and many follow rigorous quality assurance (QA) procedures. Typically, these procedures have been developed through experience and are highly effective in maintaining high-quality dose measurements. However, it is not always clear how the range of QA procedures normally followed by IMSs maps on to the various requirements of ISO 17025. The Personal Dosimetry Service of Public Health England has interpreted its QA procedures both in operating existing services and in developing a new one. PMID:27150516

  13. Integration of High-Performance Computing into Cloud Computing Services

    NASA Astrophysics Data System (ADS)

    Vouk, Mladen A.; Sills, Eric; Dreher, Patrick

    High-Performance Computing (HPC) projects span a spectrum of computer hardware implementations ranging from peta-flop supercomputers, high-end tera-flop facilities running a variety of operating systems and applications, to mid-range and smaller computational clusters used for HPC application development, pilot runs and prototype staging clusters. What they all have in common is that they operate as a stand-alone system rather than a scalable and shared user re-configurable resource. The advent of cloud computing has changed the traditional HPC implementation. In this article, we will discuss a very successful production-level architecture and policy framework for supporting HPC services within a more general cloud computing infrastructure. This integrated environment, called Virtual Computing Lab (VCL), has been operating at NC State since fall 2004. Nearly 8,500,000 HPC CPU-Hrs were delivered by this environment to NC State faculty and students during 2009. In addition, we present and discuss operational data that show that integration of HPC and non-HPC (or general VCL) services in a cloud can substantially reduce the cost of delivering cloud services (down to cents per CPU hour).

  14. Macroergonomic analysis and design for improved safety and quality performance.

    PubMed

    Kleiner, B M

    1999-01-01

    Macroergonomics, which emerged historically after sociotechnical systems theory, quality management, and ergonomics, is presented as the basis for a needed integrative methodology. A macroergonomics methodology was presented in some detail to demonstrate how aspects of microergonomics, total quality management (TQM), and sociotechnical systems (STS) can be triangulated in a common approach. In the context of this methodology, quality and safety were presented as 2 of several important performance criteria. To demonstrate aspects of the methodology, 2 case studies were summarized with safety and quality performance results where available. The first case manipulated both personnel and technical factors to achieve a "safety culture" at a nuclear site. The concept of safety culture is defined in INSAG-4 (International Atomic Energy Agency, 1991). as "that assembly of characteristics and attitudes in organizations and individuals which establishes that, as an overriding priority, nuclear plant safety issues receive the attention warranted by their significance." The second case described a tire manufacturing intervention to improve quality (as defined by Sink and Tuttle, 1989) through joint consideration of technical and social factors. It was suggested that macroergonomics can yield greater performance than can be achieved through ergonomic intervention alone. Whereas case studies help to make the case, more rigorous formative and summative research is needed to refine and validate the proposed methodology respectively.

  15. A Tentative Study on the Evaluation of Community Health Service Quality*

    NASA Astrophysics Data System (ADS)

    Ma, Zhi-qiang; Zhu, Yong-yue

    Community health service is the key point of health reform in China. Based on pertinent studies, this paper constructed an indicator system for the community health service quality evaluation from such five perspectives as visible image, reliability, responsiveness, assurance and sympathy, according to service quality evaluation scale designed by Parasuraman, Zeithaml and Berry. A multilevel fuzzy synthetical evaluation model was constructed to evaluate community health service by fuzzy mathematics theory. The applicability and maneuverability of the evaluation indicator system and evaluation model were verified by empirical analysis.

  16. 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…

  17. Performance analysis, quality function deployment and structured methods

    NASA Astrophysics Data System (ADS)

    Maier, M. W.

    Quality function deployment, (QFD), an approach to synthesizing several elements of system modeling and design into a single unit, is presented. Behavioral, physical, and performance modeling are usually considered as separate aspects of system design without explicit linkages. Structured methodologies have developed linkages between behavioral and physical models before, but have not considered the integration of performance models. QFD integrates performance models with traditional structured models. In this method, performance requirements such as cost, weight, and detection range are partitioned into matrices. Partitioning is done by developing a performance model, preferably quantitative, for each requirement. The parameters of the model become the engineering objectives in a QFD analysis and the models are embedded in a spreadsheet version of the traditional QFD matrices. The performance model and its parameters are used to derive part of the functional model by recognizing that a given performance model implies some structure to the functionality of the system.

  18. [Quality improvement of health care services in Croatian emergency medicine].

    PubMed

    Predavec, Sanja; Sogorić, Selma; Jurković, Drazen

    2010-12-01

    Emergency medical services (EMS) in the Republic of Croatia are currently organized as part of the existing health care system and delivered in the form of pre-hospital and hospital EMS. The pre-hospital EMS are delivered by standalone EMS Centers, EMS units set up in community health centers, and by general practitioners working in shifts and on call in remote and scarcely populated areas. In hospitals, each ward usually has its own emergency reception area, and only in a couple of cases there is an integrated emergency admission unit for the entire hospital. The current EMS structure does not meet the basic requirements that would make an EMS system optimal, i.e. equal quality, equal access, effectiveness and appropriate equipment. The EMS Restructuring Project is part of the Croatian health care system reform and is addressed by the National Health Development Strategy 2006-2011. As part of restructuring efforts, the Croatian National Institute of Emergency Medicine, 21 County Institutes of Emergency Medicine and county-level call centers are going to be set up. In addition, the project will introduce the following: integrated emergency admission areas at hospitals; telemedicine as part of emergency medicine; emergency medicine specialty for physicians and additional specialized training for nurses/technicians; separation of emergency and non-emergency transport; standards for vehicles and equipment and guidelines/protocols/algorithms for care. The Croatian National Institute of Emergency Medicine is an umbrella EMS organization. It shapes the EMS in Croatia and proposes, plans, monitors and analyzes EMS actions in Croatia. In addition, it submits a proposal of the Emergency Medicine Network to the minister, sets standards for EMS transport, and coordinates, guides and supervises the work of County Institutes of Emergency Medicine. County Institutes organize and deliver pre-hospital EMS in their counties. Integrated hospital emergency admission units represent a

  19. Performance criteria and quality indicators for the pre-analytical phase.

    PubMed

    Plebani, Mario; Sciacovelli, Laura; Aita, Ada; Pelloso, Michela; Chiozza, Maria Laura

    2015-05-01

    The definition, implementation and monitoring of valuable analytical quality specifications have played a fundamental role in improving the quality of laboratory services and reducing the rates of analytical errors. However, a body of evidence has been accumulated on the relevance of the extra-analytical phases, namely the pre-analytical steps, their vulnerability and impact on the overall quality of the laboratory information. The identification and establishment of valueable quality indicators (QIs) represents a promising strategy for collecting data on quality in the total testing process (TTP) and, particularly, for detecting any mistakes made in the individual steps of the pre-analytical phase, thus providing useful information for quality improvement projects. The consensus achieved on the developed list of harmonized QIs is a premise for the further step: the identification of achievable and realistic performance targets based on the knowledge of the state-of-the-art. Data collected by several clinical laboratories worldwide allow the classification of performances for available QIs into three levels: optimum, desirable and minimum, in agreement with the widely accepted proposal for analytical quality specifications. PMID:25719322

  20. Performance criteria and quality indicators for the pre-analytical phase.

    PubMed

    Plebani, Mario; Sciacovelli, Laura; Aita, Ada; Pelloso, Michela; Chiozza, Maria Laura

    2015-05-01

    The definition, implementation and monitoring of valuable analytical quality specifications have played a fundamental role in improving the quality of laboratory services and reducing the rates of analytical errors. However, a body of evidence has been accumulated on the relevance of the extra-analytical phases, namely the pre-analytical steps, their vulnerability and impact on the overall quality of the laboratory information. The identification and establishment of valueable quality indicators (QIs) represents a promising strategy for collecting data on quality in the total testing process (TTP) and, particularly, for detecting any mistakes made in the individual steps of the pre-analytical phase, thus providing useful information for quality improvement projects. The consensus achieved on the developed list of harmonized QIs is a premise for the further step: the identification of achievable and realistic performance targets based on the knowledge of the state-of-the-art. Data collected by several clinical laboratories worldwide allow the classification of performances for available QIs into three levels: optimum, desirable and minimum, in agreement with the widely accepted proposal for analytical quality specifications.

  1. 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. PMID:22256967

  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. 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.…

  4. 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.

  5. College Quality and Employee Job Performance: Evidence from Naval Officers.

    ERIC Educational Resources Information Center

    Bowman, William R.; Mehay, Stephen L.

    2002-01-01

    A study of college graduates working as Navy officers found that staff officers who graduated from private schools, regardless of quality, received better performance appraisals. Line officers who graduated from top-ranked public or private schools received better early-career appraisals. In both groups, graduates of top-rated private schools were…

  6. 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...

  7. 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…

  8. 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. PMID:26495429

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

    PubMed

    Babulak, Eduard

    2006-01-01

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

  10. 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.

  11. 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. PMID:16137920

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

    PubMed Central

    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. PMID:26495429

  13. Using risk contracting to reduce service use, improve quality, and strengthen primary care.

    PubMed

    Lazaroff, Alan

    2013-10-01

    The high costs of American health care, the related problem of the uninsured, and the grim fiscal prognosis of Medicare and Medicaid are among the most pressing challenges facing the United States today. A solution to the cost problem that does not reduce access or quality is sought by those at all points on the political spectrum. This article discusses the experience of an independent practice association that has collaborated with a related business partner and a health plan to improve the quality of care of 16,000 Medicare Advantage beneficiaries while substantially reducing hospitalization rates and overall service use. The capacity to reduce service use frees funds that are used to support the infrastructure for high-value care and to reward those who provide it. Higher performing primary care, supported by changes in payment, has driven a sustainable business model that preserves the option of independent practice for physicians. We are now testing competencies developed for Medicare Advantage in the Pioneer Accountable Care Organization program, which preserves the broad patient choice that is an important feature of traditional Medicare.

  14. 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

  15. Understanding quality perception gaps among executives, frontline employees, and patients: the outpatient services in Taiwan hospitals.

    PubMed

    Huang, Yu-Ying; Li, Shyh-Jane

    2010-01-01

    The purpose of this study was to identify and evaluate service quality gaps among 3 roles (ie, hospital executives, frontline employees, and outpatients). A modified Chinese SERVQUAL scale was used to pinpoint dimension-specific quality gaps. A total of 1556 subjects (including 685 outpatients, 787 frontline employees, and 84 executives) were randomly selected from 12 middle-sized hospitals across Taiwan. Significant quality gaps among the 3 roles for 5 dimensions were found. Accordingly, strategies and tactics for improving service quality of hospitals are discussed. PMID:20351544

  16. Does Quality of Healthcare Service Determine Patient Adherence? Evidence from the Primary Healthcare Sector in India.

    PubMed

    Mekoth, Nandakumar; Dalvi, Vidya

    2015-01-01

    Patient adherence is extremely important to achieve positive outcome. While quality of healthcare service has been studied as a determinant of patient satisfaction and loyalty, its impact on patient adherence has not been examined. The authors attempt to determine dimensions of quality and their impact on patient adherence in primary healthcare in India. Exploratory factor analysis resulted into seven factors. Factor scores were used for regression to identify the influence of dimensions of service quality on patient adherence. Quality of healthcare emerged as a determinant of patient adherence. PMID:26652042

  17. 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.

  18. Microbial Air Quality and Bacterial Surface Contamination in Ambulances During Patient Services

    PubMed Central

    Luksamijarulkul, Pipat; Pipitsangjan, Sirikun

    2015-01-01

    Objectives We sought to assess microbial air quality and bacterial surface contamination on medical instruments and the surrounding areas among 30 ambulance runs during service. Methods We performed a cross-sectional study of 106 air samples collected from 30 ambulances before patient services and 212 air samples collected during patient services to assess the bacterial and fungal counts at the two time points. Additionally, 226 surface swab samples were collected from medical instrument surfaces and the surrounding areas before and after ambulance runs. Groups or genus of isolated bacteria and fungi were preliminarily identified by Gram’s stain and lactophenol cotton blue. Data were analyzed using descriptive statistics, t-test, and Pearson’s correlation coefficient with a p-value of less than 0.050 considered significant. Results The mean and standard deviation of bacterial and fungal counts at the start of ambulance runs were 318±485cfu/m3 and 522±581cfu/m3, respectively. Bacterial counts during patient services were 468±607cfu/m3 and fungal counts were 656±612cfu/m3. Mean bacterial and fungal counts during patient services were significantly higher than those at the start of ambulance runs, p=0.005 and p=0.030, respectively. For surface contamination, the overall bacterial counts before and after patient services were 0.8±0.7cfu/cm2 and 1.3±1.1cfu/cm2, respectively (p<0.001). The predominant isolated bacteria and fungi were Staphylococcus spp. and Aspergillus spp., respectively. Additionally, there was a significantly positive correlation between bacterial (r=0.3, p<0.010) and fungal counts (r=0.2, p=0.020) in air samples and bacterial counts on medical instruments and allocated areas. Conclusions This study revealed high microbial contamination (bacterial and fungal) in ambulance air during services and higher bacterial contamination on medical instrument surfaces and allocated areas after ambulance services compared to the start of ambulance runs

  19. 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

  20. 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. PMID:24652909

  1. 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.

  2. 12 CFR 150.180 - May I perform fiduciary services for, or purchase fiduciary services from, another association or...

    Code of Federal Regulations, 2013 CFR

    2013-01-01

    ... purchase fiduciary services from, another association or entity? 150.180 Section 150.180 Banks and Banking..., or purchase fiduciary services from, another association or entity? You may perform services related to the exercise of fiduciary powers for another association or other entity under a written...

  3. 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…

  4. Quality factor concept in piezoceramic transformer performance description.

    PubMed

    Mezheritsky, Alex V

    2006-02-01

    A new general approach based on the quality factor concept to piezoceramic transformer (PT) performance description is proposed. The system's quality factor, material elastic anisotropy, and coupling factors of the input and output sections of an electrically excited and electrically loaded PT fully characterize its resonance and near-resonance behavior. The PT efficiency, transformation ratio, and input and output power were analytically analyzed and simulated as functions of the load and frequency for the simplest classical Langevin-type and Rosen-type PT designs. A new formulation of the electrical input impedance allows one to separate the power consumed by PT from the power transferred into the load. The system's PT quality factor takes into account losses in each PT "input-output-load" functional components. The loading process is changing PT input electrical impedance on the way that under loading the minimum series impedance is increasing and the maximum parallel impedance is decreasing coincidentally. The quality-factors ratio, between the states of fully loaded and nonloaded PT, is one of the best measures of PTs dynamic performance--practically, the lower the ratio is, the better PT efficiency. A simple and effective method for the loaded PT quality factor determination is proposed. As was found, a piezoceramic with low piezoelectric anisotropy is required to provide maximum PT efficiency and higher corresponding voltage gain. Limitations on the PT output voltage and power, caused by nonlinear effects in piezoceramics, were established.

  5. [The use of the quality model of Parasuraman, Zeithaml and Berry in health services].

    PubMed

    Pena, Mileide Morais; da Silva, Edenise Maria Santos; Tronchin, Daisy Maria Rizatto; Melleiro, Marta Maria

    2013-10-01

    This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions. PMID:24346466

  6. [The use of the quality model of Parasuraman, Zeithaml and Berry in health services].

    PubMed

    Pena, Mileide Morais; da Silva, Edenise Maria Santos; Tronchin, Daisy Maria Rizatto; Melleiro, Marta Maria

    2013-10-01

    This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.

  7. 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…

  8. 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…

  9. Morbidity in nocturnal asthma: sleep quality and daytime cognitive performance.

    PubMed

    Fitzpatrick, M F; Engleman, H; Whyte, K F; Deary, I J; Shapiro, C M; Douglas, N J

    1991-08-01

    Most patients with asthma waken with nocturnal asthma from time to time. To assess morbidity in patients with nocturnal asthma nocturnal sleep quality, daytime sleepiness, and daytime cognitive performance were measured prospectively in 12 patients with nocturnal asthma (median age 43 years) and 12 age and intellect matched normal subjects. The median (range) percentage overnight fall in peak expiratory flow rate (PEF) was 22 (15 to 50) in the patients with nocturnal asthma and 4 (-4 to 7) in the normal subjects. The patients with asthma had poorer average scores for subjective sleep quality than the normal subjects (median paired difference 1.1 (95% confidence limits 0.1, 2.3)). Objective overnight sleep quality was also worse in the asthmatic patients, who spent more time awake at night (median difference 51 (95% CL 8.1, 74) minutes), had a longer sleep onset latency (12 (10, 30) minutes), and tended to have less stage 4 (deep) sleep (-33 (-58, 4) minutes). Daytime cognitive performance was worse in the patients with nocturnal asthma, who took a longer time to complete the trail making tests (median difference 62 (22, 75) seconds) and achieved a lower score on the paced serial addition tests (-10 (-24, -3)). Mean daytime sleep latency did not differ significantly between the two groups (2 (-3, 7) minutes). It is concluded that hospital outpatients with stable nocturnal asthma have impaired sleep quality and daytime cognitive performance even when having their usual maintenance asthma treatment.

  10. 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....

  11. 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....

  12. 46 CFR 160.051-5 - Design and performance of Coastal Service inflatable liferafts.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 46 Shipping 6 2010-10-01 2010-10-01 false Design and performance of Coastal Service inflatable... Liferafts for Domestic Service § 160.051-5 Design and performance of Coastal Service inflatable liferafts. To obtain Coast Guard approval, each Coastal Service inflatable liferaft must comply with subpart...

  13. Implementation of occupational health service improvements through application of total quality management processes.

    PubMed

    Thomas, Elizabeth Anne

    2011-06-01

    The occupational health services department for a manufacturing division of a high-technology firm was redesigned from an outsourced model, in which most services were provided by an outside clinic vendor, to an in-house service model, in which services were provided by an on-site nurse practitioner. The redesign and implementation, accomplished by a cross-functional team using Total Quality Management processes, resulted in a comprehensive occupational health services department that realized significant cost reduction, increased compliance with regulatory and company requirements, and improved employee satisfaction. Implications of this project for occupational health nurses are discussed.

  14. 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

  15. Quantity and quality of musical practice as predictors of performance quality.

    PubMed

    Williamon, A; Valentine, E

    2000-08-01

    Twenty-two pianists, classified into four levels of skill, were asked to learn and memorize an assigned composition by J. S. Bach (different for each level). All practice was recorded on cassette tape. At the end of the learning process, the pianists performed their composition in a recital setting. The resulting performances were evaluated by three experienced piano teachers. From the cassette tapes, values for the quantity of practice were obtained. These values were compared across all four levels of skill and examined to reveal whether they were related to quality of performance. The analyses indicate that the standard deviations of the amount of time spent in each practice session increased systematically with level of skill and that pianists at higher levels spent more time in each practice session. Quantity of practice, however, was not significantly related to quality of performance. Rather, pianists who employed longer practice segments by the middle stage of practice produced better musical, communicative and technical performances. These findings stand in defiance of the argument that quantity of practice is the fundamental determinant of the quality of performance. Instead, they suggest that the content and quality of an individual's practice must be examined when investigating the determinants of musical skill.

  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. Influence of Security Mechanisms on the Quality of Service of VoIP

    NASA Astrophysics Data System (ADS)

    Backs, Peter; Pohlmann, Norbert

    While Voice over IP (VoIP) is advancing rapidly in the telecommunications market, the interest to protect the data transmitted by this new service is also rising. However, in contrast to other internet services such as email or HTTP, VoIP is real-time media, and therefore must meet a special requirement referred to as Quality-of-Service to provide a comfortable flow of speech. Speech quality is worsened when transmitted over the network due to delays in transmission or loss of packets. Often, voice quality is at a level that even prevents comprehensive dialog. Therefore, an administrator who is to setup a VoIP infrastructure might consider avoiding additional decreases in voice quality resulting from security mechanisms, and might leave internet telephony unprotected as a result. The inspiration for this paper is to illustrate that security mechanisms have negligible impact on speech quality and should in fact be encouraged.

  18. 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

  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. 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…

  1. Improving Reference Service: The Case for Using a Continuous Quality Improvement Method.

    ERIC Educational Resources Information Center

    Aluri, Rao

    1993-01-01

    Discusses the evaluation of library reference service; examines problems with past evaluations, including the lack of long-term planning and a systems perspective; and suggests a method for continuously monitoring and improving reference service using quality improvement tools such as checklists, cause and effect diagrams, Pareto charts, and…

  2. 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…

  3. 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…

  4. 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…

  5. 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…

  6. 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…

  7. 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…

  8. 75 FR 6729 - Senior Executive Service (SES) Performance Review Board; Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-02-10

    ... FURTHER INFORMATION CONTACT: Pamela S. Pope, Human Resources Services Division (NAH), National Archives... Board shall review the initial appraisal of a senior executive's performance by the supervisor and... RECORDS ADMINISTRATION Senior Executive Service (SES) Performance Review Board; Members AGENCY:...

  9. 75 FR 74091 - Senior Executive Service (SES) Performance Review Board; Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-30

    ... FURTHER INFORMATION CONTACT: Pamela S. Pope, Human Resources Services Division (NAH), National Archives... Board shall review the initial appraisal of a senior executive's performance by the supervisor and... RECORDS ADMINISTRATION Senior Executive Service (SES) Performance Review Board; Members AGENCY:...

  10. Accreditation: A Charter for Quality in Early Childhood Services.

    ERIC Educational Resources Information Center

    Burdon, Judith M.

    An accreditation process that measures and assesses elements of high quality child care in New Zealand is reported. The process is based on the Early Childhood Program Accreditation procedure established by the National Association for the Education of Young Children, as modified for Australian use by personnel at the Queensland University of…

  11. 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 laboratory…

  12. Activity cost analysis: a tool to cost medical services and improve quality of care.

    PubMed

    Udpa, S

    2001-01-01

    This paper suggests an activity-based cost (ABC) system as the appropriate cost accounting system to measure and control costs under the microstatistical episode of care (EOC) paradigm suggested by D. W. Emery (1999). ABC systems work well in such an environment because they focus on activities performed to provide services in the delivery of care. Thus, under an ABC system it is not only possible to accurately cost episodes of care but also to more effectively monitor and improve the quality of care. Under the ABC system, costs are first traced to activities and then traced from the activities to units of episodic care using cost drivers based on the consumption of activity resources.

  13. Activity cost analysis: a tool to cost medical services and improve quality of care.

    PubMed

    Udpa, S

    2001-01-01

    This paper suggests an activity-based cost (ABC) system as the appropriate cost accounting system to measure and control costs under the microstatistical episode of care (EOC) paradigm suggested by D. W. Emery (1999). ABC systems work well in such an environment because they focus on activities performed to provide services in the delivery of care. Thus, under an ABC system it is not only possible to accurately cost episodes of care but also to more effectively monitor and improve the quality of care. Under the ABC system, costs are first traced to activities and then traced from the activities to units of episodic care using cost drivers based on the consumption of activity resources. PMID:11556054

  14. Nutritional quality of diet and academic performance in Chilean students

    PubMed Central

    Correa-Burrows, Paulina; Blanco, Estela; Reyes, Marcela; Gahagan, Sheila

    2016-01-01

    Abstract Objective To explore associations between the nutritional quality of diet at age 16 years and academic performance in students from Santiago, Chile. Methods We assessed the nutritional quality of diet, using a validated food frequency questionnaire, in 395 students aged 16.8 ± 0.5 years. Depending on the amount of saturated fat, fibre, sugar and salt in the foods, diet was categorized as unhealthy, fair or healthy. Academic performance was assessed using high school grade-point average (GPA) and tests for college admission in language and mathematics. Academic results on or above the 75th percentile in our sample were considered good academic performance. We tested associations between nutritional quality of diet and good academic performance using logistic regression models. We considered sociodemographic, educational and body-mass index (BMI) factors as potential confounders. Findings After controlling for potential confounding factors, an unhealthy diet at age 16 years was associated with reduced academic performance. Compared to participants with healthy diets, those with unhealthy diets were significantly less likely to perform well based on language tests (odds ratio, OR: 0.42; 95% confidence interval, CI: 0.18–0.98) mathematics tests (OR: 0.35; 95% CI: 0.15–0.82) or GPA (OR: 0.22; 95% CI: 0.09–0.56). Conclusion In our sample, excessive consumption of energy-dense, low-fibre, high-fat foods at age 16 years was associated with reduced academic performance. PMID:26966329

  15. 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…

  16. 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…

  17. 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…

  18. 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.…

  19. 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…

  20. 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.