WorldWideScience

Sample records for fr06jy10r service performance

  1. The service of public services performance management

    DEFF Research Database (Denmark)

    Lystbæk, Christian Tang

    perspectives on the potential impact of public service performance measurement offer a range of contradictory propositions. Its alleged benefits include public assurance, better functioning of supply markets for public services, and direct improvements of public services. But the literature also demonstrates...... the existence of significant concern about the actual impact, the costs and unintended consequences associated with performance measurement.  Performance measurement and management have been part of the political agenda within the public sphere since their adoption in the post-Second World War period...... of political masters and their mistresses rather than public service. Another area of concern is the cost of performance measurement. Hood & Peters (2004:278) note that performance measurement is likely to “distract middle- and upper-level officials, create massive paperwork, and produce major unintended...

  2. The service of public services performance measurement

    DEFF Research Database (Denmark)

    Lystbæk, Christian Tang

    2014-01-01

    that performance measurement serves as “rituals of verification” which promotes the interests of political masters and their mistresses rather than public service. Another area of concern is the cost of performance measurement. Hood & Peters (2004:278) note that performance measurement is likely to “distract...... measurement suggests a range of contested and contradictory propositions. Its alleged benefits include public assurance, better functioning of supply markets for public services, and direct improvements of public services. But the literature also demonstrates the existence of significant concern about...... the actual impact, the costs and unintended consequences associated with performance measurement. This paper identifies the main rationales and rationalities in the scholarly discourse on public services performance measurement. It concludes with some suggestions on how to deal with the many rationales...

  3. Provider Customer Service Program - Performance Data

    Data.gov (United States)

    U.S. Department of Health & Human Services — CMS is continuously analyzing performance and quality of the Provider Customer Service Programs (PCSPs) of the contractors and will be identifying trends and making...

  4. Determinants of Services Sourcing Performance

    Science.gov (United States)

    2010-12-16

    Lovelock & Wirtz, 2007). Figure 1. Changes in DoD’s Contract Obligations and Contracting Workforce, Fiscal Year 2001 to Fiscal Year 2008 (GAO, 2009a...99–107). Chicago, IL: American Marketing. Lovelock , C., & Wirtz, J. (2007). Services marketing: People, technology, strategy (6th ed.). Upper Saddle

  5. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Science.gov (United States)

    2010-07-01

    ... 31 Money and Finance: Treasury 3 2010-07-01 2010-07-01 false Exportation of services; performance of service contracts; legal services. 538.406 Section 538.406 Money and Finance: Treasury Regulations... SUDANESE SANCTIONS REGULATIONS Interpretations § 538.406 Exportation of services; performance of service...

  6. Performance improvement plan in customer technical services

    International Nuclear Information System (INIS)

    Lachambre, L.

    1995-01-01

    This presentation centred around the philosophy, goals, and initiatives associated with Gaz Metropolitain's performance improvement plan. Various aspects of the plan including customer surveys, new customer service policies, the creation of small working units, the decentralization of the Montreal service department, and customer-harmonized shift schedules were explored. Implementation of new service plans and contracts, the formation of improvement groups related to human resources, human resource and productivity management, leadership training, and the use of performance indicators were also explained

  7. Performance Testing of Download Services of COSMC

    Directory of Open Access Journals (Sweden)

    Jiří Horák

    2013-11-01

    Full Text Available The paper presents results of performance tests of download services of Czech Office of Surveying, Mapping and Cadastre according to INSPIRE  requirements. Methodology of testing is explained, including monitoring performance  of reference servers. 26 millions of random requests were generated for each monitored operation, layer and coordinate system. The temporal development of performance indicators are analyzed and discussed. Results of performance tests approve the compliance with INSPIRE qualitative requirements for download services. All monitored services satisfy requirements of latency, capacity and availability. The latency and availability requirements are fulfilled with an abundant reserve. No problems in structure and content of responses were detected.

  8. Performance modeling of network data services

    Energy Technology Data Exchange (ETDEWEB)

    Haynes, R.A.; Pierson, L.G.

    1997-01-01

    Networks at major computational organizations are becoming increasingly complex. The introduction of large massively parallel computers and supercomputers with gigabyte memories are requiring greater and greater bandwidth for network data transfers to widely dispersed clients. For networks to provide adequate data transfer services to high performance computers and remote users connected to them, the networking components must be optimized from a combination of internal and external performance criteria. This paper describes research done at Sandia National Laboratories to model network data services and to visualize the flow of data from source to sink when using the data services.

  9. Effect of Managers on Public Service Performance

    DEFF Research Database (Denmark)

    Mikkelsen, Maria Falk

    This report provides an overview of the PhD dissertation “Effects of Managers on Public Service Performance” carried out at the Department of Political Science, Aarhus University and SFI – The Danish National Centre for Social Research. The dissertation is part of the research project “School...... Management, Teaching, and Student Performance” supported by the Danish Strategic Research Council (now Innovation Fund Denmark) and headed by professor Søren Winter. The dissertation explores the effects of managers on public service performance. By combining theoretical insights and research designs from......?”, “How can we improve organizational performance?”, and “How can we measure public service performance?” The setting for the dissertation is Danish middle schools (folkeskoler). The education system is generally considered an important service area as it affects later life outcomes of individual children...

  10. Reconsidering the measurement of ancillary service performance.

    Science.gov (United States)

    Griffin, D T; Rauscher, J A

    1987-08-01

    Prospective payment reimbursement systems have forced hospitals to review their costs more carefully. The result of the increased emphasis on costs is that many hospitals use costs, rather than margin, to judge the performance of ancillary services. However, arbitrary selection of performance measures for ancillary services can result in managerial decisions contrary to hospital objectives. Managerial accounting systems provide models which assist in the development of performance measures for ancillary services. Selection of appropriate performance measures provides managers with the incentive to pursue goals congruent with those of the hospital overall. This article reviews the design and implementation of managerial accounting systems, and considers the impact of prospective payment systems and proposed changes in capital reimbursement on this process.

  11. Measuring the performance of maintenance service outsourcing.

    Science.gov (United States)

    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.

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

    Science.gov (United States)

    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…

  13. Custodial Services and Building Maint: Performance Objectives.

    Science.gov (United States)

    Downing, Charles; And Others

    Several intermediate performance objectives and corresponding criterion measures are listed for each of 14 terminal objectives for high school custodial service and building maintenance course (the third year of a 3-year program). The materials were developed for a 36-week course (3 hours daily) designed to prepare 12th graders with entry level…

  14. 31 CFR 545.406 - Exportation of services; performance of service contracts; legal services.

    Science.gov (United States)

    2010-07-01

    ... of service contracts; legal services. 545.406 Section 545.406 Money and Finance: Treasury Regulations... TALIBAN (AFGHANISTAN) SANCTIONS REGULATIONS Interpretations § 545.406 Exportation of services; performance... received in the territory of Afghanistan controlled by the Taliban. Note to § 545.406. See § 545.513 with...

  15. 75 FR 62501 - Senior Executive Service Performance Review Board: Update

    Science.gov (United States)

    2010-10-12

    ... AGENCY FOR INTERNATIONAL DEVELOPMENT Senior Executive Service Performance Review Board: Update... Development, Office of Inspector General's Senior Executive Service Performance Review Board. DATES: September... reference-- USAID OIG Senior Executive Service (SES) Performance Review Board). SUPPLEMENTARY INFORMATION: 5...

  16. 75 FR 54445 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2010-09-07

    ..., Management (Chief Financial Officer). Alfred J. Kopec, Assistant Commissioner, Business Architecture. Sheryl... DEPARTMENT OF THE TREASURY Fiscal Service Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Fiscal Service, Treasury. ACTION: Notice...

  17. 76 FR 63351 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2011-10-12

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

  18. 77 FR 60177 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2012-10-02

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

  19. Engaging service providers in improving industry performance

    International Nuclear Information System (INIS)

    Oberth, R.

    2012-01-01

    Effective task leadership is the key to achieving results in the nuclear industry and in most other industries. One of the themes of this conference is to discuss how the nuclear industry can undertake Issue-Identification and Definition as a means of 'identifying what needs attention' and then 'defining what needs to be done to make that happen'. I will explore this theme from the perspective of the 'Service Provider' - which by the definition of this conference includes everyone not within an operating utility - meaning 'those involved in everything from inspection and repair to research and plant architecture' - basically the member companies of my association, OCI. Our members take the definition of the roles and responsibilities of the 'Service Provider' community very seriously. In the context of this discussion a key utility function is the early definition of requirements and expectations of Service Providers in supplying to these requirements. Let's explore for a moment the Service Provider role and perspective. Service Providers are by nature pro-active - they seek ways to engage with utilities (and tier one vendors) to solve problems and achieve good outcomes. They come to industry conferences like this one to learn about upcoming utility programs and supply opportunities and how they can improve performance. Service Providers particularly want to hear senior utility people comment on emerging issues even those at the very early identification stage. Some Clarification of Roles is in Order - as that is the focus of this conference: 'Issue-Identification and Definition'. 'Issue-Identification' is the utility's job - it is the utility's role to identify as early as possible 'what needs attention and what their needs and expectations are'. This takes place before service provider engagement. 'Issue-Definition' is more challenging. It means 'determining and prioritizing what needs to be done to deal with the situation at hand'. This typically involves

  20. Block Storage Service: Status and Performance

    CERN Document Server

    Van der Ster, Daniel

    2014-01-01

    This memo summarizes the current status of the Ceph block storage service as it is used for OpenStack Cinder Volumes and Glance Images as of May 2014. We present the block storage activity on the current cluster, measuring IOPS and latencies, and present a cost/benefit analysis of using SSDs to optimize the cost and performance efficiency of the service. During tests in collaboration with IT-CF, we have concluded that by adding SSDs as the synchronous write journals (used to guarantee data durability), we are able increase the IOPS capacity by 4-5 times, at a cost of decreasing the available volume by 20%. Further, the testing has shown that the Ceph implementation is able to operate at the limit of the hardware performance; software-induced performance limitations were not yet observed in either the spinning disk or SSD configurations. In addition, we believe that increasing small write performance with SSDs is applicable only to the block storage use-case; high-bandwidth use-cases such as physics data stora...

  1. 7 CFR 800.117 - Who shall perform original services.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 7 2010-01-01 2010-01-01 false Who shall perform original services. 800.117 Section... REGULATIONS Original Services § 800.117 Who shall perform original services. (a) General. Original services... official agency is not available on a regular basis to provide original services, and no official agency...

  2. Evaluation of the Service Performance of Ships

    DEFF Research Database (Denmark)

    Andersen, Poul; Borrod, Anne-Sophie; Blanchot, Hervé

    2005-01-01

    A simple method has been established for the evaluation of the service performance of ships. Input data are easily collected daily on board and transformed to a well-defined condition that makes possible the comparison between ships, for instance, sister ships, and between different time periods...... of voyages for the same ship. The procedure has been applied to two ships that are identical, with the exception that one has a conventional propeller, whereas the other one is fitted with a high-efficiency propeller of the KAPPEL type. The results are obtained from a period of 2 years steaming for both...

  3. 77 FR 54570 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-09-05

    ... DEFENSE NUCLEAR FACILITIES SAFETY BOARD Senior Executive Service Performance Review Board AGENCY... the Defense Nuclear Facilities Safety Board (DNFSB) Senior Executive Service (SES) Performance Review.... The PRB shall review and evaluate the initial summary rating of the senior executive's performance...

  4. 78 FR 28243 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2013-05-14

    ... NATIONAL CAPITAL PLANNING COMMISSION Senior Executive Service; Performance Review Board; Members AGENCY: National Capital Planning Commission. ACTION: Notice of Members of Senior Executive Service... Senior Executive Service. The PRB established for the National Capital Planning Commission also makes...

  5. 76 FR 29013 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2011-05-19

    ... NATIONAL CAPITAL PLANNING COMMISSION Senior Executive Service; Performance Review Board; Members AGENCY: National Capital Planning Commission. ACTION: Notice of Members of Senior Executive Service... Senior Executive Service. The PRB established for the National Capital Planning Commission also makes...

  6. Financial Performance Analysis Of Financial Service Cooperative

    Directory of Open Access Journals (Sweden)

    Eyo Asro Sasmita

    2015-08-01

    Full Text Available This research is aimed to test and identify empirical evidence regarding the effect of capital structure and loan to financial performance of cooperative where the relationship between loan and financial performance is moderated by non-performing loan. The population of this research is 257 Financial Service Cooperative hereinafter referred to as KJK as the abbreviation for Koperasi Jasa Keuangan of Urban Village Community Economic Empowerment hereinafter referred to as PEMK as the abbreviation for Pemberdayaan Ekonomi Masyarakat Kelurahan in Jakarta 2011 to 2013. Sample is determined by using purposive sampling method. The data is secondary data which is obtained from the Revolving Fund Management Unit hereinafter referred to as UPDB as the abbreviation for Unit Pengelola Dana Bergulir Jakarta. Hypothesis is tested by using multiple linear regression analysis with SPSS 20.00. The number of sample used in this research is 120. Research findings explain that 1 Capital Structure hereinafter referred to as SM as the abbreviation for Struktur Modal has positive and significant impact on financial performance hereinafter referred to as KIN as the abbreviation for Kinerja Keuangan because the probability value of 0000 is smaller than amp945 0.05. Calculation shows that if the capital structure rises 1 assuming that the loan and non-performing loan variables remain the same then the financial performance will increase 0.017. 2 Loans hereinafter referred to as PIN as the abbreviation for Pinjaman given has positive and significant impact on KIN because the probability value of 0001 is smaller than amp945 0.05. If the loan rises 1 assuming that the capital structure and non-performing loan variables remain the same then the KIN will increase 0.013. 3 Non-performing loan has negative and significant effect on KIN because the probability value of 0000 is smaller than amp945 0.05. PBR varible increase 1 assuming that the loan and capital structure variables

  7. Performance Evaluation of Cloud Service Considering Fault Recovery

    Science.gov (United States)

    Yang, Bo; Tan, Feng; Dai, Yuan-Shun; Guo, Suchang

    In cloud computing, cloud service performance is an important issue. To improve cloud service reliability, fault recovery may be used. However, the use of fault recovery could have impact on the performance of cloud service. In this paper, we conduct a preliminary study on this issue. Cloud service performance is quantified by service response time, whose probability density function as well as the mean is derived.

  8. Towards Alliance Performance Management in Service Logistics

    Directory of Open Access Journals (Sweden)

    Bianca Keers

    2015-04-01

    Full Text Available This study explores the management of stakeholder values for alliance success. A multiple-case study method is used to analyze – within six organizations attempting to form alliances – how the management of inter-organizational dimensions of stakeholder value adds to the success of an alliance business strategy. Our study focuses on the establishment of vertical service alliances within the Dutch maritime sector, including private-private as well as public-private initiatives. The findings point toward the usefulness of developing an inter-organizational success map. Because of its comprehensive multi-stakeholder orientation, a success map can be used by alliance managers to understand management’s considerations, including the trade-offs among an alliance’s various performance drivers. This new conceptual thinking can enhance research and best practices on inter-organizational design.

  9. 76 FR 80902 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2011-12-27

    ... COURT SERVICES AND OFFENDER SUPERVISION AGENCY FOR THE DISTRICT OF COLUMBIA Senior Executive Service; Performance Review Board; Members AGENCY: Court Services and Offender Supervision Agency for the... agency's Senior Executive Service. The PRB established for the Court Services and Offender Supervision...

  10. Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry

    OpenAIRE

    Tzeng, Gwo-Hshiung; Chang, Hung-Fan

    2011-01-01

    As the global economy becomes a service oriented economy, food service accounts for over 20% of service revenue, with an annual growth rate of more than 3%. Compared to physical products, service features are invisible, and the production and sale occurs simultaneously. There is not easy to measure the performance of service. Therefore, the service quality of catering services is considered to be an important topic of service management. According Market Intelligence & Consulting Institute (M...

  11. 78 FR 63310 - Senior Executive Service; Fiscal Service Performance Review Board

    Science.gov (United States)

    2013-10-23

    ... Performance Review Board AGENCY: Bureau of the Fiscal Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of 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...

  12. 78 FR 41191 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-07-09

    ... DEPARTMENT OF TRANSPORTATION Surface Transportation Board Senior Executive Service Performance... Transportation Board (STB) publishes the names of the Persons selected to serve on its Senior Executive Service... performance appraisal system making senior executives accountable for organizational and individual goal...

  13. 78 FR 55244 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2013-09-10

    ... DEFENSE NUCLEAR FACILITIES SAFETY BOARD Senior Executive Service Performance Review Board... the membership of the Defense Nuclear Facilities Safety Board (DNFSB) Senior Executive Service (SES... rating of a senior executive's performance, the executive's response, and the higher level official's...

  14. 76 FR 76122 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-12-06

    ... CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board... change in the membership of the Senior Executive Service Performance Review Board for the Chemical Safety... Senior Executive Service (SES) and makes recommendations as to final annual performance ratings for...

  15. 78 FR 57837 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-09-20

    ... CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board... change in the membership of the Senior Executive Service Performance Review Board for the Chemical Safety... Senior Executive Service (SES) and makes recommendations as to final annual performance ratings for...

  16. 75 FR 1028 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2010-01-08

    ... CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board... change in the membership of the Senior Executive Service Performance Review Board for the Chemical Safety... performance ratings of members of the Senior Executive Service (SES) and makes recommendations as to final...

  17. Performance Assessment of Aggregation Control Services for Demand Response

    DEFF Research Database (Denmark)

    Bondy, Daniel Esteban Morales; Costanzo, Giuseppe Tommaso; Heussen, Kai

    2014-01-01

    Aggregation algorithms that provide services to the grid via demand side management are moving from research ideas to the market. With the diversity of the technology delivering such services, it becomes essential to establish transparent performance standards from a service delivery perspective...... of the quality of service provided by an aggregation control algorithm. By a detailed case study we present and an application of the index, comparing the performance of two different control architectures for demand side management delivering a distribution grid service....

  18. Dynamic Service Selection in Workflows Using Performance Data

    Directory of Open Access Journals (Sweden)

    David W. Walker

    2007-01-01

    Full Text Available An approach to dynamic workflow management and optimisation using near-realtime performance data is presented. Strategies are discussed for choosing an optimal service (based on user-specified criteria from several semantically equivalent Web services. Such an approach may involve finding "similar" services, by first pruning the set of discovered services based on service metadata, and subsequently selecting an optimal service based on performance data. The current implementation of the prototype workflow framework is described, and demonstrated with a simple workflow. Performance results are presented that show the performance benefits of dynamic service selection. A statistical analysis based on the first order statistic is used to investigate the likely improvement in service response time arising from dynamic service selection.

  19. 76 FR 55677 - Senior Executive Service (SES) Performance Review Board

    Science.gov (United States)

    2011-09-08

    ... GENERAL SERVICES ADMINISTRATION [Notice-CPO-2011-01; Docket 2011-0006; Sequence 15] Senior Executive Service (SES) Performance Review Board AGENCY: General Services Administration. ACTION: Notice. SUMMARY: Notice is hereby given of the appointment of new members to the General Services Administration...

  20. 78 FR 67147 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-11-08

    ... FEDERAL RETIREMENT THRIFT INVESTMENT BOARD Senior Executive Service Performance Review Board... appointment of the members of the Senior Executive Service Performance Review Boards for the Federal... actions for members of the Senior Executive Service. DATES: This notice is effective November 5, 2013. FOR...

  1. 77 FR 60450 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-10-03

    ... DEPARTMENT OF HOMELAND SECURITY Office of the Secretary Senior Executive Service Performance... announces the appointment of the members of the Senior Executive Service Performance Review Boards for the... appropriate personnel actions for incumbents of Senior Executive Service, Senior Level and Senior Professional...

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

    Science.gov (United States)

    2011-12-16

    ... FEDERAL RETIREMENT THRIFT INVESTMENT BOARD Senior Executive Service Performance Review Board... appointment of the members of the Senior Executive Service Performance Review Boards for the Federal... appropriate personnel actions for members of the Senior Executive Service. DATES: This notice is effective...

  3. 78 FR 44577 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-07-24

    ... DEPARTMENT OF HOMELAND SECURITY Office of the Secretary Senior Executive Service Performance... notice announces the appointment of the members of the Senior Executive Service Performance Review Boards... other appropriate personnel actions for incumbents of Senior Executive Service, Senior Level and Senior...

  4. 77 FR 70779 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-11-27

    ... FEDERAL RETIREMENT THRIFT INVESTMENT BOARD Senior Executive Service Performance Review Board... appointment of the members of the Senior Executive Service Performance Review Boards for the Federal... actions for members of the Senior Executive Service. DATES: This notice is effective November 27, 2012...

  5. Performance Trade-offs in Client-Side Service Delegation

    OpenAIRE

    Nasr, K.A.; Gross, H.G.; Van Deursen, A.

    2011-01-01

    Service Oriented Architecture, which builds on distributed computing platforms, is increasingly being adopted by organizations in both public and private sectors. Migration from traditional monolithic systems to services, in particular web services, characterizes much of systems evolution today. This paper analyzes some of the performance and modularization problems involved in current service-oriented computing. It investigates under which circumstances the communication between service prov...

  6. 76 FR 69770 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-11-09

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

  7. EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD

    OpenAIRE

    ÖZVERİ, Onur; GÜÇLÜ, Pembe; AYCİN, Ejder

    2018-01-01

    Despite the service industry composes large part of the world economy, the academic studies and applications on supply chain are mainly about production industry. Because of the different structure of services, the service supply chain and also performance criteria-metrics differ from the product supply chain. The aim of this paper is to evaluate the supply chain performance metrics for restaurant sector. For this purpose in the first and second part of the paper the service supply chain conc...

  8. Airline Service Quality Performance 234 (On-Time performance data).

    Science.gov (United States)

    2011-04-01

    This CD presents data reported by U.S. certificated air carriers so that information on the air carriers' quality of service can be made available to consumers of air transportation. Carriers within 1% or more of the total domestic scheduled service ...

  9. Airline Service Quality Performance 234 (On-Time performance data).

    Science.gov (United States)

    2011-07-01

    This CD presents data reported by U.S. certificated air carriers so that information on the air carriers' quality of service can be made available to consumers of air transportation. Carriers within 1% or more of the total domestic scheduled service ...

  10. 77 FR 51523 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2012-08-24

    ... COUNCIL OF THE INSPECTORS GENERAL ON INTEGRITY AND EFFICIENCY Senior Executive Service Performance... required to establish one or more Senior Executive Service (SES) performance review boards. The purpose of these boards is to review and evaluate the initial appraisal of a senior executive's performance by the...

  11. 75 FR 38725 - Service Performance Measurement

    Science.gov (United States)

    2010-07-06

    ... proposed rules against the importance of the information that is being gathered. This would have provided... Commission is adopting a final rule on service perfomance measurement and customer satisfaction. The final... is effective on August 5, 2010. FOR FURTHER INFORMATION CONTACT: Stephen L. Sharfman, General Counsel...

  12. IT Performance Dashboard: Customer Service Dashboard

    Data.gov (United States)

    Department of Veterans Affairs — The IT Performance Dashboard is a trusted source for IT performance information across VA. This is available only on the VA intranet. The dashboard is a collection...

  13. Evaluation of the Service Review Model with Performance Scorecards

    Science.gov (United States)

    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…

  14. Dosimeter characteristics and service performance requirements

    International Nuclear Information System (INIS)

    Ambrosi, P.; Bartlett, D.T.

    1999-01-01

    The requirements for personal dosimeters and dosimetry services given by ICRP 26, ICRP 35, ICRP 60 and ICRP 75 are summarised and compared with the requirements given in relevant international standards. Most standards could be made more relevant to actual workplace conditions. In some standards, the required tests of energy and angular dependence of the response are not sufficient, or requirements on overall uncertainty are lacking. (author)

  15. 76 FR 61726 - Senior Executive Service Performance Review; Correction

    Science.gov (United States)

    2011-10-05

    ... DEPARTMENT OF HOMELAND SECURITY Office of the Secretary Senior Executive Service Performance Review; Correction AGENCY: Office of the Secretary, DHS. ACTION: Notice; correction. SUMMARY: The... the appointment of the members of the Senior Executive Performance Review Boards. This correction adds...

  16. Model of service-oriented catering supply chain performance evaluation

    OpenAIRE

    Gou, Juanqiong; Shen, Guguan; Chai, Rui

    2013-01-01

    Purpose: The aim of this paper is constructing a performance evaluation model for service-oriented catering supply chain. Design/methodology/approach: With the research on the current situation of catering industry, this paper summarized the characters of the catering supply chain, and then presents the service-oriented catering supply chain model based on the platform of logistics and information. At last, the fuzzy AHP method is used to evaluate the performance of service-oriented catering ...

  17. Women-friendly Support Services and Work Performance: The Role ...

    African Journals Online (AJOL)

    The study titled 'Women-friendly Support Services (WFFS) and Work Performance: The role of Marital Status', investigated the role of marital status in the work performance of female employees who are beneficiaries of Women friendly Support Services in work organizations. The study's participants consisted of a total of ...

  18. 22 CFR 92.81 - Performance of legal services.

    Science.gov (United States)

    2010-04-01

    ... lawyer is available and refusal to perform the service would result in the imposition of extreme hardship... he may refer the inquirer to the Department for a list of attorneys. (d) Waiver of responsibility... responsibility on the part of the United States Government or the officer performing the service. (e) Fees. No...

  19. 78 FR 52513 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2013-08-23

    ... COUNCIL OF THE INSPECTORS GENERAL ON INTEGRITY AND EFFICIENCY Senior Executive Service Performance... Management, each agency is required to establish one or more Senior Executive Service (SES) performance review boards. The purpose of these boards is to review and evaluate the initial appraisal of a senior...

  20. 76 FR 57947 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2011-09-19

    ... AND EFFICIENCY Senior Executive Service Performance Review Board Membership AGENCY: Council of the... of Personnel Management, each agency is required to establish one or more Senior Executive Service... appraisal of a senior executive's performance by the supervisor, along with any recommendations to the...

  1. Assessing the performance of mental health service facilities for meeting patient priorities and health service responsiveness.

    Science.gov (United States)

    Bramesfeld, A; Stegbauer, C

    2016-10-01

    The World Health Organisation has defined health service responsiveness as one of the key-objectives of health systems. Health service responsiveness relates to the ability to respond to service users' legitimate expectations on non-medical issues when coming into contact with the services of a healthcare system. It is defined by the areas showing respect for persons and patient orientation. Health service responsiveness is particularly relevant to mental health services, due to the specific vulnerability of mental health patients but also because it matches what mental health patients consider as good quality of care as well as their priorities when seeking healthcare. As (mental) health service responsiveness applies equally to all concerned services it would be suitable as a universal indicator for the quality of services' performance. However, performance monitoring programs in mental healthcare rarely assess health service performance with respect to meeting patient priorities. This is in part due of patient priorities as an outcome being underrepresented in studies that evaluate service provision. The lack of studies using patient priorities as outcomes transmits into evidence based guidelines and subsequently, into underrepresentation of patient priorities in performance monitoring. Possible ways out of this situation include more intervention studies using patient priorities as outcome, considering evidence from qualitative studies in guideline development and developing performance monitoring programs along the patient pathway and on key-points of relevance for service quality from a patient perspective.

  2. Services performed by an engineering consultant

    International Nuclear Information System (INIS)

    Seyffert, L.

    1984-01-01

    In the near future, services for the nuclear power plants in operation will become particularly important. Already at the present stage, engineering firms contribute to the planning of revisions and repair work, to the design, procurement and project management of new components and subsystems, respectively; they delegate supporting engineering personnel for the execution of in-plant measures, create special EDP software, develop quality assurance systems and work on quality control. This enumeration presents a rough outline of the field of activities, although it is far from complete. Also, the lines are drawn rather artibrarily, leaving out, for instance, the extensive activities in the fields of waste management and fuel management. These are main activities of specialized engineering firms which will be the subject of a future report. (orig.) [de

  3. Performance Management, Managerial Authority, and Public Service Performance

    DEFF Research Database (Denmark)

    Nielsen, Poul Aaes

    2014-01-01

    that managerial authority over human resources positively moderates the effect of performance management, whereas decentralizing goal setting works in the opposite direction. These findings may help account for the differing effects of performance management found in previous studies and suggest that decision...

  4. Strategic Performance Options in Professional Service Organizations

    NARCIS (Netherlands)

    Doorewaard, J.A.C.M.; Meihuizen, H.E.

    2000-01-01

    In the current debate on HRM and organisational performance (Mahoney and Pandian, 1992; Storey, 1992; Paauwe, 1994; Wright et al, 1994; Flood et al, 1995; Becker and Gerhardt, 1996; Boxall, 1996; Mueller, 1996; Beatty and Schneider, 1997; Coff, 1997; Guest, 1997; Paauwe and Richardson, 1997; Boxall

  5. 77 FR 65685 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2012-10-30

    ... ENVIRONMENTAL PROTECTION AGENCY [FRL-9747-4] Senior Executive Service Performance Review Board... performance review boards. This board shall review and evaluate the initial appraisal of a senior executive's... performance of the senior executive. Members of the 2012 EPA Performance Review Board are: Benita Best-Wong...

  6. Measuring the performance of G2G services in Iran

    Science.gov (United States)

    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.

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

    Science.gov (United States)

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

    2017-08-14

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

  8. Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry

    Directory of Open Access Journals (Sweden)

    Gwo-Hshiung Tzeng

    2011-09-01

    Full Text Available As the global economy becomes a service oriented economy, food service accounts for over 20% of service revenue, with an annual growth rate of more than 3%. Compared to physical products, service features are invisible, and the production and sale occurs simultaneously. There is not easy to measure the performance of service. Therefore, the service quality of catering services is considered to be an important topic of service management. According Market Intelligence & Consulting Institute (MIC to apply blog text analyzing to point out top 10 restaurants of blog in Taiwan, what it’s popular restaurant in food service industries. This paper attempts to identify both the importance and performance of restaurant service quality in the Taiwan food service industry using the SERVQUAL and IPA model. We can conclude with certainty that three methods (SERVQUAL, IF and IPA are able to explain significant amount of service quality. At the same time, the service quality factors of IPA model had more comprehensive consideration in comparison to those of SERVQUAL and IF.

  9. Bridging Identity Gaps : Supporting Identity Performance in Citizen Service Encounters

    DEFF Research Database (Denmark)

    Borchorst, Nikolaj Gandrup; McPhail, Brenda; Smith, Karen Louise

    2012-01-01

    administrative processes and the quality and swiftness of the service they receive. As we bring to light in this paper, this “fitting in” with rigid bureaucratic procedures and IT systems interestingly requires a substantial collaborative effort between the receiver(s) of the service and a complex constellation...... of surrounding stakeholders and intermediaries. This collaboration and the performing of multiple identities raises challenges for the design of e-government systems aimed at supporting physical and digital citizen service provision, as well as issues regarding privacy, citizenship, and public service quality......This paper explores in situ citizen service encounters in government offices. Drawing upon ethnographically informed fieldwork in Canada and Denmark, we discuss the challenges to supporting citizens in constructing and performing identities in public service settings. Our data suggests...

  10. EVALUATION OF HOTEL SERVICE-PERFORMANCE PROCESS IN BULGARIA

    Directory of Open Access Journals (Sweden)

    Georgina Lukanova

    2010-06-01

    Full Text Available The paper analyses the hotel service-performance process in Bulgarian hotels, which is based on the results of the research about tourists’ opinion on basic moments in service process. One of the most important characteristics of hotel industry is the leading role of the human factor in service-performance process. It cannot be accomplished without the participation of the customer and without the participation of the staff.This makes the evaluation of service process strongly subjective. Because of this, customer needs satisfaction is a big challenge for the hotel management. Under the present conditions of an increased competition, satisfying customers means offering service-performance process, which not only meets, but also exceeds guests’expectations. This can be achieved by a preliminary study of their requirements and expectations.

  11. 76 FR 61346 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-10-04

    ... DEPARTMENT OF DEFENSE Office of the Secretary Senior Executive Service Performance Review Board AGENCY: Department of Defense Office of Inspector General, Department of Defense (DoD). ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Senior Executive Service (SES...

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

    Science.gov (United States)

    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…

  13. Security measures effect over performance in service provider network

    African Journals Online (AJOL)

    pc

    2018-03-05

    Mar 5, 2018 ... Abstract—network security is defined as a set of policies and actions taken by a ... These threats are linked with the following factors that are ... typically smaller than those in the service provider space. ... Service providers cannot manage to provide ... e the DB performance effect ... r the business needs [10].

  14. 78 FR 5516 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2013-01-25

    ... OCCUPATIONAL SAFETY AND HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY: Occupational Safety and Health Review Commission. ACTION: Annual notice. SUMMARY: Notice... established a Senior Executive Service PRB. The PRB reviews and evaluates the initial appraisal of a senior...

  15. 75 FR 14214 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2010-03-24

    ... OCCUPATIONAL SAFETY AND HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY: Occupational Safety and Health Review Commission. ACTION: Annual notice. SUMMARY: Notice... established a Senior Executive Service PRB. The PRB reviews and evaluates the initial appraisal of a senior...

  16. 76 FR 39926 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2011-07-07

    ... OCCUPATIONAL SAFETY AND HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY: Occupational Safety and Health Review Commission. ACTION: Annual notice. SUMMARY: Notice... established a Senior Executive Service PRB. The PRB reviews and evaluates the initial appraisal of a senior...

  17. 76 FR 81998 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2011-12-29

    ... OCCUPATIONAL SAFETY AND HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY: Occupational Safety and Health Review Commission. ACTION: Annual notice. SUMMARY: Notice... established a Senior Executive Service PRB. The PRB reviews and evaluates the initial appraisal of a senior...

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

    Science.gov (United States)

    2010-11-16

    ... ENVIRONMENTAL PROTECTION AGENCY [FRL-9227-3] Senior Executive Service Performance Review Board... review and evaluate the initial appraisal of a senior executive's performance by the supervisor, along with any recommendations to the appointment authority relative to the performance of the senior...

  19. 76 FR 70131 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2011-11-10

    ... ENVIRONMENTAL PROTECTION AGENCY [FRL-9489-5] Senior Executive Service Performance Review Board... review and evaluate the initial appraisal of a senior executive's performance by the supervisor, along with any recommendations to the appointment authority relative to the performance of the senior...

  20. 78 FR 77125 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2013-12-20

    ... ENVIRONMENTAL PROTECTION AGENCY [FRL-9904-20-OARM] Senior Executive Service Performance Review... review boards. This board shall review and evaluate the initial appraisal of a senior executive's... performance of the senior executive. Members of the 2013 EPA Performance Review Board are: Benita Best-Wong...

  1. 75 FR 69063 - Senior Executive Service; Performance Review Board

    Science.gov (United States)

    2010-11-10

    ... DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee for the Department of Energy. DATES: This appointment is effective as...

  2. 78 FR 70029 - Senior Executive Service; Performance Review Board

    Science.gov (United States)

    2013-11-22

    ... DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy ACTION: Designation of Performance Review Board Co-Chairs. SUMMARY: This notice provides the Performance Review Board Co-Chairs designees for the Department of Energy. DATES: This appointment is...

  3. 77 FR 64969 - Senior Executive Service; Performance Review Board

    Science.gov (United States)

    2012-10-24

    ... DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee for the Department of Energy. DATES: This appointment is effective as...

  4. 77 FR 66191 - Senior Executive Service-Performance Review Board

    Science.gov (United States)

    2012-11-02

    ... OFFICE OF PERSONNEL MANAGEMENT Senior Executive Service--Performance Review Board AGENCY: Office... performance review boards. The board reviews and evaluates the initial appraisal of a senior executive's... performance of the senior executive. U.S. Office of Personnel Management. John Berry, Director. The following...

  5. 76 FR 70713 - Senior Executive Service; Performance Review Board

    Science.gov (United States)

    2011-11-15

    ... DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee for the Department of Energy. DATES: This appointment is effective as...

  6. Enabling High-Performance Computing as a Service

    KAUST Repository

    AbdelBaky, Moustafa; Parashar, Manish; Kim, Hyunjoo; Jordan, Kirk E.; Sachdeva, Vipin; Sexton, James; Jamjoom, Hani; Shae, Zon-Yin; Pencheva, Gergina; Tavakoli, Reza; Wheeler, Mary F.

    2012-01-01

    With the right software infrastructure, clouds can provide scientists with as a service access to high-performance computing resources. An award-winning prototype framework transforms the Blue Gene/P system into an elastic cloud to run a

  7. The Impact of Product and Service Modularity on Business Performance

    DEFF Research Database (Denmark)

    Hsuan, Juliana; Frandsen, Thomas; Raja, Jawwad

    Modularity has been proposed as a powerful way of managing complexity. The emerging literature points to the importance of modularity of service architecture, with case based studies in logistics and healthcare. Little is known about the relationship between product and service modularity...... and their effects on business performance, both empirically and theoretically. This paper explores the relationship between product and service modularity and their effects on business performance based on a survey of Danish manufacturers. We provide empirical and theoretical insights into the emerging fields...

  8. Performance in Service Marketing from Philosophy to Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Victor Danciu

    2007-08-01

    Full Text Available The contribution of services to the development of every national economy is in the progress,they becoming the major contributor to the gross national product of most countries. In their turn, thecustomers become more demanding and powerful in their relationship with service providers. They askfor more and new relationship. The appropriate new marketing, known as Relationship Marketing, looksto engage the customer interactively in the many steps of creating value which is later shared betweenservice provider and customer. This requires to focus on long-term customer relationship. In order toestablish and maintain long-term relationship, the relationship marketing should understand customerexpectations, know the customers, evaluate services process, obtain a proper service quality and adequatelymanage customers’ relationships. The service customer’s is placed on an expectation range to afive dimension scale and have two levels which may be analyzed into a model of service. A stimulus forrelationship marketing performance may be the quality of service. The objective and subjective quality ofservice is essential for the service customer relationship management. In order to reach the goal ofretaining actual customers, service companies should be prepared to spot customers who leave and thenanalyze and act on information they provide. Managers should make sure the entire organization understandthe importance of keeping customers and encourage employees to pursue zero defections by tryingincentives, planning, and budgeting to defections targets. Most important, managers use defections as avehicle for continuously improving the quality and value of the service they provide to customer.

  9. Party Control, Party Competition and Public Service Performance

    OpenAIRE

    Boyne, George Alexander; James, O.; John, P.; Petrovsky, Nicolai

    2012-01-01

    This article assesses party effects on the performance of public services. A policy-seeking model, hypothesizing that left and right party control affects performance, and an instrumental model, where all parties strive to raise performance, are presented. The framework also suggests a mixed model in which party effects are contingent on party competition, with parties raising performance as increasing party competition places their control of government at increasing risk. These models are t...

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

    Science.gov (United States)

    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.

  11. Towards Smart Buildings Performance Testing as a Service

    DEFF Research Database (Denmark)

    Markoska, Elena; Lazarova-Molnar, Sanja

    2018-01-01

    to buildings’ energy consumption. In this paper we propose a methodology for continuous performance testing of smart buildings as a service. We discuss the automatic discovery and instantiation of performance tests, as well as usage of results for discovery of potential faults and ways to improve buldings...

  12. 20 CFR 901.2 - Eligibility to perform actuarial services.

    Science.gov (United States)

    2010-04-01

    .... 901.2 Section 901.2 Employees' Benefits JOINT BOARD FOR THE ENROLLMENT OF ACTUARIES REGULATIONS.... (a) Enrolled actuary. Subject to the standards of performance set forth in subpart C of this part, any individual who is an enrolled actuary as defined in § 901.1(g) may perform actuarial services...

  13. Comparison of the performances of male and female armed services ...

    African Journals Online (AJOL)

    Comparison of the performances of male and female armed services recruits undergoing sports vision testing. ... Previous research has shown that the difference in performance in both males and females is the result of brain lateralization, test familiarity and nerve conduction velocity in the brain. This was, however, not ...

  14. 78 FR 52995 - Senior Executive Service: Performance Review Board Members

    Science.gov (United States)

    2013-08-27

    ... SMALL BUSINESS ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U. S. Small Business Administration. ACTION: Notice of Members for the FY 2014 Performance Review Board. SUMMARY: Title 5 U.S.C. 4314(c)(4) requires each agency to publish notification of the appointment of...

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

    Science.gov (United States)

    2013-10-23

    ... DEPARTMENT OF TRANSPORTATION Office of the Secretary [Docket No. DOT-OST-2013-0184] Senior Executive Service Performance Review Boards Membership AGENCY: Office of the Secretary, Department of Transportation (DOT). ACTION: Notice of Performance Review Board (PRB) appointments. SUMMARY: DOT publishes the...

  16. 78 FR 44563 - Senior Executive Service (SES) Performance Review Board

    Science.gov (United States)

    2013-07-24

    ... FEDERAL LABOR RELATIONS AUTHORITY Senior Executive Service (SES) Performance Review Board AGENCY... Management, one or more PRBs. The PRB shall review and evaluate the initial appraisal of a senior executive's performance by the supervisor, along with any response by the senior executive, and make recommendations to...

  17. 78 FR 75447 - Senior Executive Service; Departmental Performance Review Board

    Science.gov (United States)

    2013-12-11

    ... DEPARTMENT OF THE TREASURY Senior Executive Service; Departmental Performance Review Board AGENCY: Treasury Department. ACTION: Notice of members of the Departmental Performance Review Board (PRB). SUMMARY: Pursuant to 5 U.S.C. 4314(c)(4), this notice announces the appointment of members of the Departmental PRB...

  18. 77 FR 43900 - Senior Executive Service Performance Review Boards Membership

    Science.gov (United States)

    2012-07-26

    ... DEPARTMENT OF TRANSPORTATION Office of the Secretary [Docket No. DOT-OST-2012-0111] Senior Executive Service Performance Review Boards Membership AGENCY: Office of the Secretary, Department of Transportation (DOT). ACTION: Notice of Performance Review Board (PRB) appointments. SUMMARY: DOT publishes the...

  19. 76 FR 64421 - Senior Executive Service: Performance Review Board Members

    Science.gov (United States)

    2011-10-18

    ... SMALL BUSINESS ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U.S. Small Business Administration. ACTION: Notice of Members for the FY 2011 Performance Review Board. SUMMARY: Title 5 U.S.C. 4314(c)(4) requires each agency to publish notification of the appointment of...

  20. 77 FR 70204 - Senior Executive Service: Performance Review Board Members

    Science.gov (United States)

    2012-11-23

    ... SMALL BUSINESS ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U.S. Small Business Administration. ACTION: Notice of Members for the FY 2012 Performance Review Board. SUMMARY: Title 5 U.S.C. 4314(c)(4) requires each agency to publish notification of the appointment of...

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

    Science.gov (United States)

    2010-11-24

    ... SMALL BUSINESS ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U.S. Small Business Administration. ACTION: Notice of Members for the FY 2010 Performance Review Board. SUMMARY: Title 5 U.S.C. 4314(c)(4) requires each agency to publish notification of the appointment of...

  2. 75 FR 68668 - Senior Executive Service; Departmental Performance Review Board

    Science.gov (United States)

    2010-11-08

    ... DEPARTMENT OF THE TREASURY Senior Executive Service; Departmental Performance Review Board AGENCY: Treasury Department. ACTION: Notice of members of the Departmental Offices Performances Review Board. SUMMARY: Pursuant to 5 U.S.C. 4314(c)(4), this notice announces the appointment of members of the...

  3. 76 FR 69798 - Senior Executive Service; Departmental Performance Review Board

    Science.gov (United States)

    2011-11-09

    ... DEPARTMENT OF THE TREASURY Senior Executive Service; Departmental Performance Review Board AGENCY: Treasury Department. ACTION: Notice of members of the Departmental Performance Review Board (PRB). SUMMARY: Pursuant to 5 U.S.C. 4314(c)(4), this notice announces the appointment of members of the Departmental PRB...

  4. 76 FR 63986 - Senior Executive Service Performance Review Boards Membership

    Science.gov (United States)

    2011-10-14

    ... DEPARTMENT OF TRANSPORTATION Office of the Secretary [Docket No. DOT-OST-2011-0188] Senior Executive Service Performance Review Boards Membership AGENCY: Office of the Secretary, Department of Transportation (DOT). ACTION: Notice of Performance Review Board (PRB) appointments. SUMMARY: DOT publishes the...

  5. Emergency medical services key performance measurement in Asian cities.

    Science.gov (United States)

    Rahman, Nik Hisamuddin; Tanaka, Hideharu; Shin, Sang Do; Ng, Yih Yng; Piyasuwankul, Thammapad; Lin, Chih-Hao; Ong, Marcus Eng Hock

    2015-01-01

    One of the key principles in the recommended standards is that emergency medical service (EMS) providers should continuously monitor the quality and safety of their services. This requires service providers to implement performance monitoring using appropriate and relevant measures including key performance indicators. In Asia, EMS systems are at different developmental phases and maturity. This will create difficultly in benchmarking or assessing the quality of EMS performance across the region. An attempt was made to compare the EMS performance index based on the structure, process, and outcome analysis. The data was collected from the Pan-Asian Resuscitation Outcome Study (PAROS) data among few Asian cities, namely, Tokyo, Osaka, Singapore, Bangkok, Kuala Lumpur, Taipei, and Seoul. The parameters of inclusions were broadly divided into structure, process, and outcome measurements. The data was collected by the site investigators from each city and keyed into the electronic web-based data form which is secured strictly by username and passwords. Generally, there seems to be a more uniformity for EMS performance parameters among the more developed EMS systems. The major problem with the EMS agencies in the cities of developing countries like Bangkok and Kuala Lumpur is inadequate or unavailable data pertaining to EMS performance. There is non-uniformity in the EMS performance measurement across the Asian cities. This creates difficulty for EMS performance index comparison and benchmarking. Hopefully, in the future, collaborative efforts such as the PAROS networking group will further enhance the standardization in EMS performance reporting across the region.

  6. Key performance indicators for Australian mental health court liaison services.

    Science.gov (United States)

    Davidson, Fiona; Heffernan, Ed; Greenberg, David; Butler, Tony; Burgess, Philip

    2017-12-01

    The aim of this paper is to describe the development and technical specifications of a framework and national key performance indicators (KPIs) for Australian mental health Court Liaison Services (CLSs) by the National Mental Health Court Liaison Performance Working Group (Working Group). Representatives from each Australian State and Territory were invited to form a Working Group. Through a series of national workshops and meetings, a framework and set of performance indicators were developed using a review of literature and expert opinion. A total of six KPIs for CLSs have been identified and a set of technical specifications have been formed. This paper describes the process and outcomes of a national collaboration to develop a framework and KPIs. The measures have been developed to support future benchmarking activities and to assist services to identify best practice in this area of mental health service delivery.

  7. Strategic cost management, contingent factors and performance in services

    Directory of Open Access Journals (Sweden)

    Odysseas Pavlatos

    2018-06-01

    Full Text Available The purpose of this paper is to investigate the relationship between contextual factors identified from contingency-based research, the extent of the use of strategic cost management (SCM techniques and business performance in services. An empirical survey was conducted on a sample of 88 services in Greece. The analysis of the survey data indicates that the use of strategic cost management techniques in services can be considered quite satisfactory. By drawing on the grounds of contingency theory, five factors were identified as potentially exhibiting an emergent relationship with strategic cost management. The five factors are; (1 Perceived environmental uncertainty, (2 Structure, (3 Organizational life cycle stage, (4 Strategy and (5 Size. The survey revealed that SCM usage is positively affected by these five contingent factors, while SCM usage, in turn, positively affects performance. A significant mediating effect of SCM usage on performance is evident.

  8. Model of service-oriented catering supply chain performance evaluation

    Directory of Open Access Journals (Sweden)

    Juanqiong Gou

    2013-03-01

    Full Text Available Purpose: The aim of this paper is constructing a performance evaluation model for service-oriented catering supply chain. Design/methodology/approach: With the research on the current situation of catering industry, this paper summarized the characters of the catering supply chain, and then presents the service-oriented catering supply chain model based on the platform of logistics and information. At last, the fuzzy AHP method is used to evaluate the performance of service-oriented catering supply chain. Findings: With the analysis of the characteristics of catering supply chain, we construct the performance evaluation model in order to guarantee the food safety, logistics efficiency, price stability and so on. Practical implications: In order to evolve an efficient and effective service supply chain, it can not only used to own enterprise improvement, but also can be used for selecting different customers, to choose a different model of development. Originality/value: This paper has a new definition of service-oriented catering supply chain. And it offers a model to evaluate the performance of this catering supply chain.

  9. Employees Technology Usage Adaptation Impact on Companies’ Logistics Service Performance

    Directory of Open Access Journals (Sweden)

    A. Zafer ACAR

    2018-01-01

    Full Text Available The information technology (IT capability of companies is one of the determinants of their competitive power. However, IT outputs depend on employees intentions to use them. As a technological investment Port automation systems are widely used in container terminals. Therefore behavioral intention in the usage of various IT applications is one of the important factors that may affect logistics service performance. This study aims to explore the employees' technology usage adaptation impact on the logistics service performance of ports. In this context, the behavioral intentions of employees who use port automation systems are investigated using the Technological Acceptance Model.

  10. Hanford performance evaluation program for Hanford site analytical services

    International Nuclear Information System (INIS)

    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

  11. QUALITY GROWTH AND EVALUATION OF PERFORMANCE OF LOCAL PUBLIC SERVICES

    Directory of Open Access Journals (Sweden)

    Remus Gherman

    2015-05-01

    Full Text Available Public sector reform aims to increase performance by improving its efficiency and effectiveness by improving the quality of services provided by public service in order to maximize individual welfare of citizens. The purpose of reform is to improve public services because they have to deal with uncertainties and rapid changes that take place in the internal environmental and external pressures. Public administration, in quality of service provider must make a series of efforts to ensure that citizens know their rights and public services on witch they can benefit taking into account the simplification of service delivery, a high quality of its, new administrative procedures for allocating resources in a transparent way and informing the citizens of standards of services and of the methods of compensation in case if the provided quality is different from that promised. Most important is the fact that the local government must realize that effectiveness involves defining objectives that must be achieved simultaneously with the estimation of the results obtained.

  12. Performance Evaluation of IP Based Multimedia Services in UMTS

    Directory of Open Access Journals (Sweden)

    Riri Fitri SARI

    2008-01-01

    Full Text Available This paper presents our work in the performance evaluation of UMTS network based on simulation. Enhanced UMTS Radio Access Network Extensions for NS-2 (EURANE developed by SEACORN has brought us to the higher phase of UMTS simulation in third generation wireless telecommunication system. Wireless 3G is designed to be able to deliver various kind of multimedia package through an IP network for the purpose of easier interconnection with fixed network with various existing multimedia services. Multimedia services with their bandwidth consumption characteristics are able to be sent through a UMTS network with the existence of High Speed Data Packet Access (HSPDA in Release 5. Quality of Service (QoS is a major concern in multimedia services. This paper shows the performance analysis of a number of multimedia services and their QoS using HSDPA in UMTS. The experiments were based on EURANE extension for NS-2. From the simulation conducted, we found that Unacknowledged Mode (UM in Radio Link Control (RLC will perform better for QoS class number 1 (VoIP and 2 (Video Streaming, while Acknowledged Mode (AM mode are more suitable for QoS class number 3 (web server and 4 (FTP.

  13. Performance Analysis of Information Services in a Grid Environment

    Directory of Open Access Journals (Sweden)

    Giovanni Aloisio

    2004-10-01

    Full Text Available The Information Service is a fundamental component in a grid environment. It has to meet a lot of requirements such as access to static and dynamic information related to grid resources, efficient and secure access to dynamic data, decentralized maintenance, fault tolerance etc., in order to achieve better performance, scalability, security and extensibility. Currently there are two different major approaches. One is based on a directory infrastructure and another one on a novel approach that exploits a relational DBMS. In this paper we present a performance comparison analysis between Grid Resource Information Service (GRIS and Local Dynamic Grid Catalog relational information service (LDGC, providing also information about two projects (iGrid and Grid Relational Catalog in the grid data management area.

  14. Performance analysis of the TNO TLD individual monitoring service

    International Nuclear Information System (INIS)

    Dijk, J.W.E. van; Julius, H.W.

    1990-01-01

    The purpose of this study was to analyse the performance and to establish the lowest detectable occupational dose (LDOD) of the TNO TL dosemeter, in use for large scale routine individual monitoring since 1983. The TNO individual monitoring service uses three TLD reader systems and over 45000 TL dosemeters, designed to measure H s (0.07) and H p (10). Each reader system is normalised daily and each individual dosemeter is calibrated every ten readout cycles. The performance of the service is monitored by a double blind experimental set-up. A series of 10 routine dosemeters is issued every fortnight, mailed, exposed by staff not involved in the monitoring service, sent back and evaluated. The conclusion of this study is that the lowest detectable occupational dose is less than 0.04 mSv and that the integrated dose at the level of the annual dose limit is measured within 2%. (author)

  15. Neoliberal performatives and the 'making' of Payments for Ecosystem Services

    OpenAIRE

    Kolinjivadi, V.; Hecken, Van, G.; Vela Almeida, D.; Dupras, J.; Kosoy, N.

    2017-01-01

    Abstract: This paper argues that Payments for Ecosystem Services (PES) serve as a neoliberal performative act, in which idealized conditions are re-constituted by well-resourced and networked epistemic communities with the objective of bringing a distinctly instrumental and utilitarian relationality between humans and nature into existence. We illustrate the performative agency of hegemonic epistemic communities advocating (P)ES imaginaries to differentiate between the cultural construction o...

  16. Does public service performance affect top management turnover?

    OpenAIRE

    Boyne, George A.; James, Oliver; John, Peter; Petrovsky, Nicolai

    2010-01-01

    Political and organizational theories suggest that the turnover of chief executives and other members of senior management teams are likely to be influenced by public service performance. We use a panel data set of 148 English local governments over 4 years to test this proposition. The empirical results show that performance has a negative effect on turnover, but that this effect is weaker for chief executives than for members of their senior management teams. In addition, top team turnover ...

  17. Enabling High-Performance Computing as a Service

    KAUST Repository

    AbdelBaky, Moustafa

    2012-10-01

    With the right software infrastructure, clouds can provide scientists with as a service access to high-performance computing resources. An award-winning prototype framework transforms the Blue Gene/P system into an elastic cloud to run a representative HPC application. © 2012 IEEE.

  18. The Performance of the Female Employees in Public Service

    Directory of Open Access Journals (Sweden)

    Titi Darmi

    2017-12-01

    Full Text Available The purpose of this study is to find out how the performance of female employees in public service at Class II Immigration Office Bukittinggi is. The research method used is a mixed method research by combining the qualitative and quantitative data. The sources of data were primary and secondary data. Primary data is obtained through interviews, observations and questionnaires to service users. The data from the distributed questionnaires are analyzed through frequency distribution table according to the respondents’ statements. The number of respondents as service users amounted to 45 people and 7 informants from the Class II Immigration Office of Bukittinggi. The research result showing that the performance of the female employees was very good with a contribution of 84.4% of the respondent's answer in assessing the employees' discipline in starting and completing the service, responsibility in completing the tasks given and show good attitudes to the society. In performing their job, they  apply roles, duties and responsibilities properly according to the main tasks and Functions (tupoksi. Efforts and commitments from the stakeholders in improving the performance quality of the female employees are categorized good so that female employees can overcome any obstacles encountered.

  19. 75 FR 55816 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2010-09-14

    ... DEPARTMENT OF THE INTERIOR Council of the Inspectors General on Integrity and Efficiency Senior..., each agency is required to establish one or more Senior Executive Service (SES) performance review boards. The purpose of these boards is to review and evaluate the initial appraisal of a senior executive...

  20. 75 FR 68669 - Senior Executive Service; Departmental Performance Review Board

    Science.gov (United States)

    2010-11-08

    ... DEPARTMENT OF THE TREASURY Senior Executive Service; Departmental Performance Review Board AGENCY: Treasury Department. ACTION: Notice. SUMMARY: Pursuant to 5 U.S.C. 4314(c)(4), this notice announces the appointment of members of the Departmental PRB. The purpose of this PRB is to review and make recommendations...

  1. Network performance and fault analytics for LTE wireless service providers

    CERN Document Server

    Kakadia, Deepak; Gilgur, Alexander

    2017-01-01

     This book is intended to describe how to leverage emerging technologies big data analytics and SDN, to address challenges specific to LTE and IP network performance and fault management data in order to more efficiently manage and operate an LTE wireless networks. The proposed integrated solutions permit the LTE network service provider to operate entire integrated network, from RAN to Core , from UE to application service, as one unified system and correspondingly collect and align disparate key metrics and data, using an integrated and holistic approach to network analysis. The LTE wireless network performance and fault involves the network performance and management of network elements in EUTRAN, EPC and IP transport components, not only as individual components, but also as nuances of inter-working of these components. The key metrics for EUTRAN include radio access network accessibility, retainability, integrity, availability and mobility. The key metrics for EPC include MME accessibility, mobility and...

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

    Science.gov (United States)

    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.

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

    Energy Technology Data Exchange (ETDEWEB)

    Liu, Yan; Zhu, Liming; Gorton, Ian

    2007-08-14

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

  4. Perceived Organizational Red Tape and Organizational Performance in Public Services

    DEFF Research Database (Denmark)

    Jacobsen, Christian Bøtcher; Jakobsen, Mads Leth

    2018-01-01

    The claim that perceived organizational red tape hampers public services has become a central theme in public administration research. Surprisingly, however, few scholars have empirically examined the impact of perceived red tape on organizational performance. This study empirically analyzes how...... perceived organizational red tape among managers and frontline staff relates to objectively measured performance. The data consists of survey responses from teachers and principals at Danish upper secondary schools combined with grade-level administrative performance data. Based on theories of red tape...... and motivation crowding, we hypothesize that perceived organizational red tape reduces performance within such organizations. The empirical result is a small, negative relationship between staff perception of red tape and performance, and no relationship between manager-perceived red tape and performance....

  5. Performance Analyses in an Assistive Technology Service Delivery Process

    DEFF Research Database (Denmark)

    Petersen, Anne Karin

    Performance Analyses in an Assistive Technology Service Delivery Process.Keywords: process model, occupational performance, assistive technologiesThe Poster is about teaching students, using models and theory in education and practice. It is related to Occupational therapy process and professional...... af top-til-bund, klientcentreret og aktivitetsbaseret interventioner, ERGO/MunksgaardFisher, A. &, Griswold, L. A., 2014. Performance Skills. I: B.Schell red.2014 Occupational Therapy. Willard &Spackman’s occupational therapy. -12th ed., p.249-264Cook A.M., Polgar J.M. (2015) Assistive Technologies...

  6. Applying importance-performance analysis to evaluate banking service quality

    Directory of Open Access Journals (Sweden)

    André Luís Policani Freitas

    2012-11-01

    Full Text Available In an increasingly competitive market, the identification of the most important aspects and the measurement of service quality as perceived by the customers are important actions taken by organizations which seek the competitive advantage. In particular, this scenario is typical of Brazilian banking sector. In this context, this article presents an exploratory case study in which the Importance-Performance Analysis (IPA was used to identify the strong and the weak points related to services provided by a bank. In order to check the reliability of the questionnaire, Cronbach's alpha and correlation analyses were used. The results are presented and some actions have been defined in order to improve the quality of services.

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

    Science.gov (United States)

    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

  8. PERFORMANCE ANALYSIS ON SPA SERVICE AT BADUNG DAN GIANYAR REGENCIES

    Directory of Open Access Journals (Sweden)

    Dewa Ayu i Laksmiadi Janapriat

    2016-03-01

    Full Text Available Over the last ten years, spa as one of the products of wellness tourism is growing very fast in Bali, necessitating the development strategy in accordance with the conditions of Bali. The rapid development momentum for the business of spa is opened in Bali, although in the external side of the business will compete with the international trade environment to take advantage and create sustainable economic growth prospects. This will be an opportunity for Bali as a destination spa in the future. In an effort to maintain and continue to develop quality as the best spa destinations in the world, we need the right strategy to make the creation and supporting product innovation spa in Bali. This study aims to create an integrated assessment of the extent of the influence of the utilization of natural resources, human resources and local knowledge of the existence and essence of spa in Bali and methods for utilizing natural resources, human resources and local knowledge of Bali on development of spa in Bali. Research design and methods of approach to the problem that are done in this study using descriptive design, where the planning and execution of research conducted in the form of field data are collected in the form of surveys, questionnaires and statistical data processing. The target population in this study is divided into three, namely: the company or a place that offers spa services, spa services supporting manufacturers and both foreign and domestic tourists who use the services of spa services in Badung and Gianyar, by assuming the two districts can represent the tourist population to Bali. Based on several case studies found that the performance of spa services in terms of utilization of natural resources, human resources, and local wisdom of Bali, particularly in terms of (1 the atmosphere (ambience, (2 equipment and design, (3 the qualifications and skills of the therapist, (4 treatment menu, and (5 the quality of services as a whole has

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

    Science.gov (United States)

    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.

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

    Science.gov (United States)

    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. (c) 2015 APA, all rights reserved).

  11. Horizontal cooperations between logistics service providers:motives, structure, performance

    OpenAIRE

    Schmoltzi, Christina; Wallenburg, Carl Marcus

    2011-01-01

    Dieser Beitrag ist mit Zustimmung des Rechteinhabers aufgrund einer (DFG geförderten) Allianz- bzw. Nationallizenz frei zugänglich. This publication is with permission of the rights owner freely accessible due to an Alliance licence and a national licence (funded by the DFG, German Research Foundation) respectively. Purpose – This paper aims to provide a comprehensive overview of the motives, structure and performance attributes of horizontal cooperations between logistics service provi...

  12. Successful Skill Transfer: Military Service Experience and Company Performance

    Directory of Open Access Journals (Sweden)

    Muhammed Kürşad Özlen

    2014-07-01

    Full Text Available In today’s business life, employees from different sectors have the opportunity to work in other industries and can have different positions through the organization. This can be considered from the perspective of skill transfer (transfer of tacit knowledge. The success can be questioned in terms of company performance. If this process can be managed well performance will be higher. This research mainly aims to identify whether veterans with military service experience can contribute to employee motivation, organizational motivation and organizational benefits. In order to test the assumed associations, the research employs a survey study on the veterans who have served for Bosnian army and are currently employees of Bosnian firms. The results provide that military service experience is significantly influential on the motivations of employees and organizations and on company performance. It can be suggested that the adaptation of external knowledge (skill transfer, military service experience, into new organizational environment can be enhanced by the help of knowledge management. This research is valuable in that it is among the few studies in its respective field and in the region.

  13. ANALYSING PERFORMANCE ASSESSMENT IN PUBLIC SERVICES: HOW USEFUL IS THE CONCEPT OF A PERFORMANCE REGIME?

    Science.gov (United States)

    Martin, Steve; Nutley, Sandra; Downe, James; Grace, Clive

    2016-03-01

    Approaches to performance assessment have been described as 'performance regimes', but there has been little analysis of what is meant by this concept and whether it has any real value. We draw on four perspectives on regimes - 'institutions and instruments', 'risk regulation regimes', 'internal logics and effects' and 'analytics of government' - to explore how the concept of a multi-dimensional regime can be applied to performance assessment in public services. We conclude that the concept is valuable. It helps to frame comparative and longitudinal analyses of approaches to performance assessment and draws attention to the ways in which public service performance regimes operate at different levels, how they change over time and what drives their development. Areas for future research include analysis of the impacts of performance regimes and interactions between their visible features (such as inspections, performance indicators and star ratings) and the veiled rationalities which underpin them.

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

    Science.gov (United States)

    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.

  15. Performance Monitoring Framework for Service Oriented System Lifecycle

    OpenAIRE

    Masood , Tehreem; Cherifi , Chantal; Moalla , Néjib

    2016-01-01

    International audience; Service oriented systems are highly dynamic systems composed of several web services. One of the most important challenges in service oriented systems is to deliver acceptable quality of service. For this purpose, it is required to monitor quality of service along different activities of service oriented system. Existing research focuses on specific activities but do not take into account all the activities of service oriented system together at the infrastructure leve...

  16. Performance of evaporators in high level radioactive chemical waste service

    International Nuclear Information System (INIS)

    Jenkins, C.F.

    1997-01-01

    Chemical processing of nuclear fuels and targets at Savannah River Site resulted in generation of millions of gallons of liquid wastes. The wastes were further processed to reduce volume and allow for extended temporary storage of a more concentrated material. Waste evaporators have been a central point for waste reduction for many years. Currently, the transfer and processing of the concentrated wastes for permanent storage requires dilution and results in generation of significant quantities of additional liquid wastes. A new round of volume reduction is required to fit existing storage capacity and to allow for removal of older vessels from service. Evaporator design, performance and repairs are discussed in this report

  17. 77 FR 62211 - Senior Executive Services (SES) Performance Review Board: Update

    Science.gov (United States)

    2012-10-12

    ... AGENCY FOR INTERNATIONAL DEVELOPMENT Senior Executive Services (SES) Performance Review Board... International Development, Office of Inspector General's Senior Executive Service Performance Review Board... Performance Review Boards. The board shall review and evaluate the initial appraisal of each USAID OIG senior...

  18. Performance Trade-offs in Client-Side Service Delegation

    NARCIS (Netherlands)

    Nasr, K.A.; Gross, H.G.; Van Deursen, A.

    2011-01-01

    Service Oriented Architecture, which builds on distributed computing platforms, is increasingly being adopted by organizations in both public and private sectors. Migration from traditional monolithic systems to services, in particular web services, characterizes much of systems evolution today.

  19. Lightweight Provenance Service for High-Performance Computing

    Energy Technology Data Exchange (ETDEWEB)

    Dai, Dong; Chen, Yong; Carns, Philip; Jenkins, John; Ross, Robert

    2017-09-09

    Provenance describes detailed information about the history of a piece of data, containing the relationships among elements such as users, processes, jobs, and workflows that contribute to the existence of data. Provenance is key to supporting many data management functionalities that are increasingly important in operations such as identifying data sources, parameters, or assumptions behind a given result; auditing data usage; or understanding details about how inputs are transformed into outputs. Despite its importance, however, provenance support is largely underdeveloped in highly parallel architectures and systems. One major challenge is the demanding requirements of providing provenance service in situ. The need to remain lightweight and to be always on often conflicts with the need to be transparent and offer an accurate catalog of details regarding the applications and systems. To tackle this challenge, we introduce a lightweight provenance service, called LPS, for high-performance computing (HPC) systems. LPS leverages a kernel instrument mechanism to achieve transparency and introduces representative execution and flexible granularity to capture comprehensive provenance with controllable overhead. Extensive evaluations and use cases have confirmed its efficiency and usability. We believe that LPS can be integrated into current and future HPC systems to support a variety of data management needs.

  20. Mediation analysis of severity of needs, service performance and outcomes for patients with mental disorders.

    Science.gov (United States)

    Roux, Paul; Passerieux, Christine; Fleury, Marie-Josée

    2016-12-01

    Needs and service performance assessment are key components in improving recovery among individuals with mental disorders. To test the role of service performance as a mediating factor between severity of patients' needs and outcomes. A total of 339 adults with mental disorders were interviewed. A mediation analysis between severity of needs, service performance (adequacy of help, continuity of care and recovery orientation of services) and outcomes (personal recovery and quality of life) was carried out using structural equation modelling. The structural equation model provided a good fit with the data. An increase in needs was associated with lower service performance and worse outcomes, whereas higher service performance was associated with better outcomes. Service performance partially mediated the effect of patient needs on outcomes. Poorer service performance has a negative impact on outcomes for patients with the highest needs. Ensuring more efficient services for patients with high needs may help improve their recovery and quality of life. © The Royal College of Psychiatrists 2016.

  1. 46 CFR 160.051-5 - Design and performance of Coastal Service inflatable liferafts.

    Science.gov (United States)

    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 160...

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

    International Nuclear Information System (INIS)

    Kolos, S; Boutsioukis, G; Hauser, R

    2012-01-01

    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. Don't fix it, make it better! : using frontline service employees to improve recovery performance

    NARCIS (Netherlands)

    Heijden, van der G.A.H.; Schepers, J.J.L.; Nijssen, E.J.; Ordanini, A.

    2013-01-01

    This study examines how frontline service employees (FSEs) can learn from recovery services and improve their performance accordingly. While research recognizes that FSEs can fulfill an innovation role by sourcing customer knowledge and developing ideas for performance improvement, it remains

  4. A new service to ensure that PXI cards perform correctly

    CERN Multimedia

    CERN Bulletin

    2013-01-01

    The PXI (PCI eXtensions for Instrumentation) card is an electronic module used in association with a PC to improve the performance of measurement and automation systems. At CERN, many systems use PXI cards. With the long shutdown providing ideal timing, a new interdepartmental initiative has created a PXI card calibration service. Don’t miss out!   Christine Leroy-Jonckx and Benjamin Ninet (next to the new calibration machine), display their National Instruments diplomas. PXI cards are used in both laboratories and accelerators, for test beds, data acquisition systems, installation testing, etc. “A survey of CERN PXI equipment users carried out in 2011 showed that there were more than 1500 cards and about 50 different models in use,” says Hubert Reymond, responsible for PXI support and promotion at CERN. “As for all electronic systems, the performance of these cards can vary over time. So for some of them, calibration is nece...

  5. 76 FR 55619 - Performance Measurement for Special Postal Services

    Science.gov (United States)

    2011-09-08

    ..., Corporate & Postal Business Law, United States Postal Service to Shoshana M. Grove, Secretary, Postal... & Postal Business Law, United States Postal Service. III. Background of Postal Service Proposals A...), Public Law 109-435, 120 Stat. 3198 (2006). The proposed rules described herein would establish reporting...

  6. 38 CFR 1.929 - Reduction of debt through performance of work-study services.

    Science.gov (United States)

    2010-07-01

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

  7. Human Resources Performance in Service Encounters – A Customer Service Case Study

    Directory of Open Access Journals (Sweden)

    Claudia GRIGORE

    2011-06-01

    Full Text Available Efficiency is generally defined as the extent to which resources or effort is employed in order to achieve a certain purpose or objective. As per an economic perspective, this term may also mean a minimum quantity of supplies which can generate a maximum result. But can we talk about efficiency in terms of human resources and their allocation to a specific task? And how one asses the activity of the employees when considering service encounters? This study aims to provide an answer to these two questions from an emotional labor perspective: individuals employ their emotional abilities in order to perform a certain job. This is a process under a commercial perspective: the wage represents the exchange value for these competencies.

  8. Radiation protection - Performance criteria for service laboratories performing biological dosimetry by cytogenetics

    International Nuclear Information System (INIS)

    2004-01-01

    This International Standard provides criteria for quality assurance and quality control, evaluation of the performance and the accreditation of biological dosimetry by cytogenetic service laboratories. This International Standard addresses: a) the confidentiality of personal information, for the customer and the service laboratory, b) the laboratory safety requirements, c) the calibration sources and calibration dose ranges useful for establishing the reference dose-effect curves allowing the dose estimation from chromosome aberration frequency, and the minimum detection levels, d) the scoring procedure for unstable chromosome aberrations used for biological dosimetry, e) the criteria for converting a measured aberration frequency into an estimate of absorbed dose, f) the reporting of results, g) the quality assurance and quality control, h) informative annexes containing examples of a questionnaire, instructions for customers, a data sheet for recording aberrations and a sample report

  9. High-performance scalable Information Service for the ATLAS experiment

    CERN Document Server

    Kolos, S; The ATLAS collaboration; Hauser, R

    2012-01-01

    The ATLAS experiment is being operated by 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 access 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 TDAQ project. The IS provides high-performance scalable solution for information exchange in distributed environment. In the course of an ATLAS data taking session the IS handles about hundred gigabytes of information which is being constantly updated with the update interval varying from a second to few tens of seconds. IS ...

  10. Hydrologic performance of bioretention in an expressway service area.

    Science.gov (United States)

    Gao, Jianping; Pan, Junkui; Hu, Ning; Xie, Chengzuo

    2018-04-01

    Bioretention can be an effective measure for stormwater treatment. However, there is a lack of systematic analysis of the impact of bioretention design parameters on hydrologic performance. Herein, SWMM and RECARGA models were applied to generate the typical annual rainfall runoff and simulate the water balance of the bioretention system in an expressway service area. The purpose of the investigation was to identify key design parameters for the bioretention system and delineate the priorities in developing the design. Results showed that the average groundwater recharge ratios for bioretention basins with and without an underdrain were 58.29% and 92.27%, respectively, the average overflow ratios were 4.13% and 4.19%, the average evapotranspiration ratios were 4.48% and 4.47%, and the average outflow ratio for bioretention with an underdrain was 33.94%. The ratio of the bioretention area to drainage area, and the saturated infiltration rates of planting soil and native soil were the main factors influencing water balance, while the underdrain diameter and gravel layer depth exerted little effect. Based on the impact analysis, multivariate nonlinear regression models of runoff reduction rate for two types of bioretention basin were established, which both exhibited high determination coefficients and acceptable Nash-Sutcliffe coefficients.

  11. Evaluation of pharmacy generalists performing antimicrobial stewardship services.

    Science.gov (United States)

    Carreno, Joseph J; Kenney, Rachel M; Bloome, Mary; McDonnell, Jane; Rodriguez, Jennifer; Weinmann, Allison; Kilgore, Paul E; Davis, Susan L

    2015-08-01

    Improvements in medication use achieved by pharmacy generalists using a care bundle approach to antimicrobial stewardship are reported. A six-month prospective, repeated-treatment, quasi-experimental study involving three month-long intervention periods and three month-long control periods was conducted in the setting of an existing antimicrobial stewardship program at a large hospital. The intervention involved prospective audit and feedback conducted by pharmacy generalists who were trained in an antimicrobial stewardship care bundle approach. During control months, a pharmacy generalist who was not trained in antimicrobial stewardship rounded with the multidisciplinary team and provided standard-of-care pharmacy services. The primary endpoint was compliance with a care bundle of four antimicrobial stewardship metrics: documentation of indication for therapy in the medical record, selection of empirical therapy according to institutional guidelines, documented performance of indicated culture testing, and deescalation of therapy when indicated. Two-hundred eighty-six patients were enrolled in the study: 124 in the intervention group and 162 in the control group. The cumulative rate of full compliance with all care bundle components during the six-month study was significantly greater during intervention months than during control months (68.5% versus 45.7%, p management. Copyright © 2015 by the American Society of Health-System Pharmacists, Inc. All rights reserved.

  12. Library performance and service competition developing strategic responses

    CERN Document Server

    White, Larry Nash

    2008-01-01

    A practice-driven and proven resource for library administrators of all types of libraries. The work describes how the library can identify the service environment factors impacting customers; strategic needs; identify library competitors; strategic abilities and service environment impacts; and use the combined results to develop proactive competitive responses that drive the service environment instead of reacting to the service environment. These strategic competitive responses would allow the library to increase the value of its service impact and effectiveness while increasing customer appreciation and the libraries advantage in the competitive service environment. Written by a highly knowledgeable practitioner from the library field Experience of the author (library and for-profit management experience) provides a hybrid/blended view of library competition and management responses from both the library and for-profit management worlds Written to applicable to all types of libraries.

  13. Measurement protocols for performance testing of dosimetry services for external radiations

    International Nuclear Information System (INIS)

    1993-01-01

    In the Health and Safety Executive's ''Requirements for the Approval of Dosimetry Services under the Ionising Radiations Regulations 1985'', it is stipulated that dosimetry services seeking approval must show that they have successfully completed a performance test. The services must arrange for the tests to be carried out on application and thereafter every 18 months, by a laboratory which has received accreditation from the National Measurement Accreditation Service (NAMAS) for the whole performance testing activity. The performance tests must be carried out to published protocols and the purpose here is to provide protocols for external, whole body film and TLD dosimetry services, and for skin and extremity dosimetry services. (Author)

  14. 48 CFR 52.222-49 - Service Contract Act-Place of Performance Unknown.

    Science.gov (United States)

    2010-10-01

    ... 48 Federal Acquisition Regulations System 2 2010-10-01 2010-10-01 false Service Contract Act-Place... Provisions and Clauses 52.222-49 Service Contract Act—Place of Performance Unknown. As prescribed in 22.1006(f), insert the following clause: Service Contract Act—Place of Performance Unknown (MAY 1989) (a...

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

    Directory of Open Access Journals (Sweden)

    Jorge Linuesa-Langreo

    2017-05-01

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

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

    Science.gov (United States)

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

    2017-01-01

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

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

    Science.gov (United States)

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

    2017-01-01

    In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today. PMID:28559873

  18. What Factors Influence Employee Service Recovery Performance and What Are the Consequences in Health Care?

    Science.gov (United States)

    Nadiri, Halil; Tanova, Cem

    2016-01-01

    We analyzed the extent to which the service recovery performance of frontline employees in private health care institutions is influenced by employee perceptions of manager attitudes toward service quality, workplace support, and manager fairness and organizational commitment. We also examined the relationship of service recovery performance to employee job satisfaction and turnover intentions. Partial least square path modeling of data from 178 frontline employees in private health care institutions in North Cyprus was utilized. Although empowerment and role clarity were positively related to service recovery performance, perceived managerial attitudes toward hospital customer service, teamwork, and customer service-oriented training as indicators of workplace support were not related to frontline employees' service recovery performance. Organizational justice was related to affective commitment, which in turn was related to service recovery performance. Although service recovery performance was not related to employee turnover intentions, it was related to job satisfaction. Managerial implications of these study findings are presented in the light of the cognitive evaluation theory. Health services differ from other service organizations in the way that intrinsic and extrinsic rewards influence the service recovery efforts of frontline employees. To ensure high quality services, managers should focus on intrinsic rewards, empower and give more autonomy to staff.

  19. Performance Evaluation of Resilience using Service Relocation for GMPLS Networks

    DEFF Research Database (Denmark)

    Wessing, Henrik; Herrmann, Sven; Ruepp, Sarah Renée

    2015-01-01

    Cloud computing today represents an ever increasing part of the data exchanged over the Internet. This influences the core network, where the special properties of cloud based services can be leveraged to increase the network efficiency. This paper explores the concept of relocation for the backup...... path when providing resiliency to cloud services in the network. The control plane of a GMPLSenabled optical network is simulated, thus evaluating the proposed Path Computation Element architecture for service relocation. The results show that for increased offered traffic in the network, the overall...

  20. 77 FR 33808 - Agency Information Collection; Activity Under OMB Review: Airline Service Quality Performance...

    Science.gov (United States)

    2012-06-07

    ... DEPARTMENT OF TRANSPORTATION Research & Innovative Technology Administration [Docket ID Number RITA 2008-0002] Agency Information Collection; Activity Under OMB Review: Airline Service Quality.... SUPPLEMENTARY INFORMATION: OMB Approval No. 2138-0041 Title: Airline Service Quality Performance -Part 234. Form...

  1. 7 CFR 54.1024 - Who shall perform appeal service.

    Science.gov (United States)

    2010-01-01

    ....1024 Agriculture Regulations of the Department of Agriculture (Continued) AGRICULTURAL MARKETING SERVICE (Standards, Inspections, Marketing Practices), DEPARTMENT OF AGRICULTURE (CONTINUED) REGULATIONS AND STANDARDS UNDER THE AGRICULTURAL MARKETING ACT OF 1946 AND THE EGG PRODUCTS INSPECTION ACT...

  2. Relationship Between Green Logistics Tendency and Logistics Performance: A Comparative Case Study on Logistics Service Providers

    OpenAIRE

    Ayşenur DOĞRU; Cemile SOLAK FIŞKIN

    2016-01-01

    Increasing concerns related to environmental side effects of the logistics services and competition between the logistics service providers are two pressuring factors on logistics service providers. This study seeks to explore the relation between green logistics tendency and logistic performance from the perspective of logistics service providers. In order to reach this aim, two logistics service providers are investigated by comparative case study method. Findings showed the effects of g...

  3. Organization and performance evaluation of the regional air medical service

    Directory of Open Access Journals (Sweden)

    A. A. Lobzhanidze

    2016-01-01

    Full Text Available We prove the need to create the regional system of air medical service in St. Petersburg and Leningrad Region.We describe the mechanism of managing the medical service transport system which includes patients’ evacuation both by automobile and aviation. We offer algorithms of assessing the cost effectiveness of air medical service both at the time of treatment and making the patient able to work and during the entire period of hisparticipation in social labor activities. This project is being implemented since 2014. Data in the article are provided on the basis of actually realized flights by helicopter center LLC«Helidrive» which took part in pilot project.

  4. IMPROVING PUBLIC SERVICES THROUGH A ORGANIZATIONAL PERFORMANCE MANAGEMENT

    Directory of Open Access Journals (Sweden)

    IOANA STĂNCESCU

    2010-01-01

    Full Text Available Organizational management, systemic approach, is known more as a system Management, that set of factors such as organizational, methodological information, decisions and relationships between them, as outlined, that will achieve objectives. Fundamental objective of management in public organizations involved in the holders of public office positions and leadership and execution in this area an additional responsibility to manage all types of resources available to the public sector, namely human resources, information, material and financial.Summary of process management is focusing on human coordination of joint work. An important role in this process is modernizing organizational management and quality delivery of public services or the institution's activities, public services more efficient by implementing innovative tools, leading to a government driven process to a results-oriented public service.

  5. 78 FR 73568 - Senior Executive Service-Performance Review Board

    Science.gov (United States)

    2013-12-06

    ... Coleman, Chief Financial Officer Joseph Kennedy, Associate Director for Human Resources Solutions Mark Reinhold, Chief Human Capital Officer and Acting Associate Director for Employee Services [FR Doc. 2013... Management: Ann Marie Habershaw, Chief of Staff Angela Bailey, Chief Operating Officer Elizabeth Montoya...

  6. Community Service, Educational Performance and Social Responsibility in Northwest China

    Science.gov (United States)

    Luo, Renfu; Shi, Yaojiang; Zhang, Linxiu; Liu, Chengfang; Li, Hongbin; Rozelle, Scott; Sharbono, Brian

    2011-01-01

    The main goal of this paper is to analyse the effect of high school scholarships tied to community service on the development of secondary school students in Northwest China. Using data from three rounds of surveys of thousands of students in 298 classes in 75 high schools in Shaanxi province, the paper documents the implementation of the…

  7. The influence of CEO gender on market orientation and performance in service small and medium-sized service businesses

    NARCIS (Netherlands)

    Davis, Peter S.; Babakus, Emin; Englis-Danskin, Paula; Pett, Tim

    2010-01-01

    This study examines the effects of CEO gender on market orientation and performance (growth and profitability) among a sample of small and medium-sized service businesses. Gender was found to have significant indirect effects (via market orientation) on both market performance (growth) and financial

  8. IT Performance Dashboard: Service Level Agreement (SLA) Dashboard

    Data.gov (United States)

    Department of Veterans Affairs — The IT Performance Dashboard is a trusted source for IT performance information across VA. This is available only on the VA intranet. The dashboard is a collection...

  9. 75 FR 21716 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Science.gov (United States)

    2010-04-26

    ... RITA 2008-0002] Agency Information Collection; Activity Under OMB Review; Airline Service Quality... Reports'' pursuant to 14 CFR 234.4 and 234.6. These reports are used to monitor the quality of air service.... SUPPLEMENTARY INFORMATION: OMB Approval No. 2138-0041. Title: Airline Service Quality Performance--Part 234...

  10. 77 FR 18306 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance

    Science.gov (United States)

    2012-03-27

    ... 2008-0002] Agency Information Collection; Activity Under OMB Review; Airline Service Quality...'' pursuant to 14 CFR 234.4 and 234.6. These reports are used to monitor the quality of air service that... INFORMATION: OMB Approval No. 2138-0041. Title: Airline Service Quality Performance Reports--Part 234. Form No...

  11. BENCHMARKING - MANAGEMENT APPROACH FOR PUBLIC SERVICES BASED ON PERFORMANCE CRITERIA

    OpenAIRE

    Elena TUDOSE (IORGA)

    2013-01-01

    Objective assessment of the efficiency/effectiveness of an organization’s activity, based on realistic, measurable indicators, is a fundamental premise for successful strategic planning. Although traditionally associated with the business sector and the concept of economic productivity, benchmarking has become today an important tool used by public agencies in planning their activities and evaluating processes and outcomes. The public utility services sector is one of the fields that require ...

  12. Water Services in Chile : Comparing Private and Public Performance

    OpenAIRE

    Bitrán, Gabriel A.; Valenzuela, Eduardo P.

    2003-01-01

    In 1988, Chile put in place a new regulatory regime for water and sanitation, allowing rates to reflect the actual cost of providing services. The government then reorganized the sector under 13 state-owned regional water companies and, in 1998, started to partially privatize some of them. Four years after the first sale, it is now possible to assess the early results of privatization. Thi...

  13. Performance-based service acquisition (PBSA) of TRIDENT strategic weapons systems (SWS) technical engineering support (TES) services

    OpenAIRE

    Arcidiacono, William J.

    2003-01-01

    CIVINS (Civilian Institutions) Thesis document Approved for public release ; distribution is unlimited The objective of this thesis is to determine whether the Strategic Systems Programs (SSP) should apply the concepts of Performance-Based Service Acquisition (PBSA) to Strategic Weapons Systems (SWS) Technical Engineering Support (TES) Services. This thesis provides a Department of Defense (DoD), Department of the Navy (DON), and SSP SWS program acquisition and PBSA history background, ...

  14. Performance Measurement Systems in Swedish Health Care Services

    OpenAIRE

    Kollberg, Beata

    2007-01-01

    In the quality management literature, measurements are attributed great importance in improving products and processes. Systems for performance measurement assessing financial and non-financial measurements were developed in the late 1980s and early 1990s. The research on performance measurement systems has mainly been focused on the design of different performance measurement systems. Many authors are occupied with the study of the constructs of measures and developing prescriptive models of...

  15. Performance management of high performance computing for medical image processing in Amazon Web Services

    Science.gov (United States)

    Bao, Shunxing; Damon, Stephen M.; Landman, Bennett A.; Gokhale, Aniruddha

    2016-03-01

    Adopting high performance cloud computing for medical image processing is a popular trend given the pressing needs of large studies. Amazon Web Services (AWS) provide reliable, on-demand, and inexpensive cloud computing services. Our research objective is to implement an affordable, scalable and easy-to-use AWS framework for the Java Image Science Toolkit (JIST). JIST is a plugin for Medical- Image Processing, Analysis, and Visualization (MIPAV) that provides a graphical pipeline implementation allowing users to quickly test and develop pipelines. JIST is DRMAA-compliant allowing it to run on portable batch system grids. However, as new processing methods are implemented and developed, memory may often be a bottleneck for not only lab computers, but also possibly some local grids. Integrating JIST with the AWS cloud alleviates these possible restrictions and does not require users to have deep knowledge of programming in Java. Workflow definition/management and cloud configurations are two key challenges in this research. Using a simple unified control panel, users have the ability to set the numbers of nodes and select from a variety of pre-configured AWS EC2 nodes with different numbers of processors and memory storage. Intuitively, we configured Amazon S3 storage to be mounted by pay-for- use Amazon EC2 instances. Hence, S3 storage is recognized as a shared cloud resource. The Amazon EC2 instances provide pre-installs of all necessary packages to run JIST. This work presents an implementation that facilitates the integration of JIST with AWS. We describe the theoretical cost/benefit formulae to decide between local serial execution versus cloud computing and apply this analysis to an empirical diffusion tensor imaging pipeline.

  16. Performance Management of High Performance Computing for Medical Image Processing in Amazon Web Services.

    Science.gov (United States)

    Bao, Shunxing; Damon, Stephen M; Landman, Bennett A; Gokhale, Aniruddha

    2016-02-27

    Adopting high performance cloud computing for medical image processing is a popular trend given the pressing needs of large studies. Amazon Web Services (AWS) provide reliable, on-demand, and inexpensive cloud computing services. Our research objective is to implement an affordable, scalable and easy-to-use AWS framework for the Java Image Science Toolkit (JIST). JIST is a plugin for Medical-Image Processing, Analysis, and Visualization (MIPAV) that provides a graphical pipeline implementation allowing users to quickly test and develop pipelines. JIST is DRMAA-compliant allowing it to run on portable batch system grids. However, as new processing methods are implemented and developed, memory may often be a bottleneck for not only lab computers, but also possibly some local grids. Integrating JIST with the AWS cloud alleviates these possible restrictions and does not require users to have deep knowledge of programming in Java. Workflow definition/management and cloud configurations are two key challenges in this research. Using a simple unified control panel, users have the ability to set the numbers of nodes and select from a variety of pre-configured AWS EC2 nodes with different numbers of processors and memory storage. Intuitively, we configured Amazon S3 storage to be mounted by pay-for-use Amazon EC2 instances. Hence, S3 storage is recognized as a shared cloud resource. The Amazon EC2 instances provide pre-installs of all necessary packages to run JIST. This work presents an implementation that facilitates the integration of JIST with AWS. We describe the theoretical cost/benefit formulae to decide between local serial execution versus cloud computing and apply this analysis to an empirical diffusion tensor imaging pipeline.

  17. 75 FR 6729 - Senior Executive Service (SES) Performance Review Board; Members

    Science.gov (United States)

    2010-02-10

    ... NATIONAL ARCHIVES AND RECORDS ADMINISTRATION Senior Executive Service (SES) Performance Review... Performance Review Boards. The Board shall review the initial appraisal of a senior executive's performance by... senior executive performance. The members of the Performance Review Board for the National Archives and...

  18. Connecting knowledge and performance in public services: from knowing to doing

    National Research Council Canada - National Science Library

    Walshe, Kieran; Harvey, Gill, RGN; Jas, Pauline

    2010-01-01

    ...'? This book tackles this important question by reviewing a wide range of performance mechanisms. It explores how information about performance can be translated into improvements in services and, conversely, why this does not always happen in practice"--

  19. Towards Smart Buildings Performance Testing as a Service

    DEFF Research Database (Denmark)

    Markoska, Elena; Lazarova-Molnar, Sanja

    2018-01-01

    Energy consumption in buildings accounts for ca. 40% of the world’s total energy consumption, yielding a call for attention to their performance and improvement of their behavior. The concept of performance testing has been developed as an approach to control, potentially lower, and bring awarene...

  20. Service experience through the eyes of budget hotel guests : do factors of importance influence performance dimensions?

    OpenAIRE

    Mohsin, A.; Lengler, J.F.B.

    2015-01-01

    The aim of this study is to test the influence of dimensions of importance (expectations) in hotel services on performance (actual experience) within the context of budget hotels in China. A theoretical model and nine hypotheses are tested to indicate whether the dimensions of importance such as room service, room comfort and reservation process, have any impact on performance dimensions such as in-room dining, front office service, room amenities and hotel access and safety. A final model is...

  1. The effects of job satisfaction, employee commitment, workplace friendship and team culture on service recovery performance

    OpenAIRE

    Abednego Feehi Okoe; Henry Boateng; Tiniwah Deborah Mensah

    2016-01-01

    The existing literature has called for more studies to be conducted on how human resource activities affect service recovery performance. This study therefore ascertains the effects of Job Satisfaction, employee Commitment, Workplace Friendship and Team Culture on Service Recovery Performance. The survey research design was used in this study. The participants were frontline employees from the various service sectors in Ghana. The convenience sampling was used as the sampling technique. A tot...

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

    Science.gov (United States)

    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. Supporting Performance Isolation in Software as a Service Systems with Rich Clients

    NARCIS (Netherlands)

    Oral, A.; Tekinerdogan, B.

    2015-01-01

    In a non-isolated Software as a Service (SaaS) system, different clients can freely use the resources of the SaaS. Hereby, disruptive tenants who exceed their limits can easily cause degradation of performance of the provided services for other tenants. To ensure performance demands of the multiple

  4. 20 CFR 901.20 - Standards of performance of actuarial services.

    Science.gov (United States)

    2010-04-01

    ... services. 901.20 Section 901.20 Employees' Benefits JOINT BOARD FOR THE ENROLLMENT OF ACTUARIES REGULATIONS... Standards of Performance for Enrolled Actuaries § 901.20 Standards of performance of actuarial services. In the discharge of duties required by ERISA of enrolled actuaries with respect to any plan to which the...

  5. 77 FR 21109 - Senior Executive Service; Appointment of Members to the Performance Review Board

    Science.gov (United States)

    2012-04-09

    ... DEPARTMENT OF LABOR Office of the Secretary Senior Executive Service; Appointment of Members to the Performance Review Board Title 5 U.S.C. 4314(c)(4) provides that Notice of the Appointment of an individual to serve as a member of the Performance Review Board of the Senior Executive Service shall be...

  6. 77 FR 66793 - Senior Executive Service: Membership of Performance Review Board

    Science.gov (United States)

    2012-11-07

    ... AGENCY FOR INTERNATIONAL DEVELOPMENT Senior Executive Service: Membership of Performance Review Board ACTION: Notice. SUMMARY: This notice lists approved candidates who will comprise a standing roster for service on the Agency's 2012 and 2013 SES Performance Review Boards. The Agency will use this...

  7. PERFORMANCE EVALUATION OF AN ALTERNATIVE CONTROLLER FOR BLUETOOTH SERVICE DISCOVERY

    Directory of Open Access Journals (Sweden)

    M. Sughasiny

    2012-06-01

    Full Text Available Bluetooth is a short range radio technology to form a small wireless system. It is used in low –cost, low power ad-hoc networks and it suffers from long service discovery delay and high power consumption. Bluetooth employs the 2.4 GHz ISM band, sharing the same bandwidth with the wireless LAN implementing the IEEE 802.11 standards. Thus it causes significantly lower interference. For improving the efficiency of SDP, we present an implementation of Bluetooth 2.1 in the NS-2 simulator, discuss the IEEE 802.11b as a Bluetooth controller and propose a new alternative Bluetooth Controller based on Adaptive Frequency Hopping techniques using Amplifier Power. The resulting approach significantly reduces the service discovery time, thereby lowering power consumption and increasing the throughput. We present the benefits of our new approach and compare it with existing approach using NS-2 Simulations and we have presented the comparison graphs in support of our approach.

  8. 44 ICT's, Service Delivery and Operational Performance in Nigerian ...

    African Journals Online (AJOL)

    User

    2011-07-21

    Jul 21, 2011 ... influencing performance in organizations. This paper ... banking industry based on the fact that the main function of banks can be viewed not ..... adoption of IT devices on banks operations using both structural analyses and.

  9. Predictive testing of performance of metals in HTR service environments

    International Nuclear Information System (INIS)

    Kondo, T.; Shindo, M.; Tamura, M.; Tsuji, H.; Kurata, Y.; Tsukada, T.

    1982-01-01

    Status of the material testing in simulated HTGR environment is reviewed with special attention focused on the methodology of the prediction of performance in long time. Importance of controlling effective chemical potentials relations in the material-environmental interface is stressed in regard of the complex inter-dependent kinetic relation between oxidation and carbon transport. Based on the recent experimental observations, proposals are made to establish some procedures for conservative prediction of the metal performance

  10. Summer Student Programme 2016 Report - WMArchive Performance Service

    CERN Document Server

    Fischer, Nils Leif

    2016-01-01

    This project is part of the WMArchive project that provides long-term storage for the CMS workflow and data management framework job reports (FWJRs). An aggregation pipeline regularly processes the distributed database of FWJRs to collect performance metrics. An interactive web interface visualizes the aggregated data and provides flexible filters and options to assist the CMS data operators in assessing the performance of the CMS computing jobs.

  11. Discussing performance management architecture in public service broadcasting

    DEFF Research Database (Denmark)

    Tambo, Torben; Gabel, Ole Dahl

    2014-01-01

    (DR) as case. Design/methodology/approach: Qualitative, case-based, inspired by information systems research using ontologies of organisational performance governance frameworks. Findings: A closer connection between corporate activities, metrics and the technologies defining and underpinning...... and a disproportional “market share” against commercial actors. This is both interesting to research but also issues limits on the conclusions given the uniqueness. Practical implications: Ambiguity, bad connectedness, and lack of consensus of measurement of organisational performance can tentatively have a negative...

  12. Importance of Logistics Processes for Customer Service and Firm Performance: Evidence from Furniture Industry of Pakistan

    Directory of Open Access Journals (Sweden)

    Imran Qadir

    2017-11-01

    Full Text Available Research Question: This study examines the relationship between logistics processes, customer service and firm performance in the furniture industry of Pakistan. Motivation: Furniture industry in Pakistan comprises small and medium enterprises wherein production is mainly labor intensive. Therefore, the current study also investigates the mediating role of manufacturing flexibility for the relationship of logistics processes and customer service. The paper applies the logistics models developed by Bowesox (1974, Green et al.(2008, and Tracey (1998 to furniture industry. Idea: The core idea of the paper is to measure the effects of logistics process on customer service and the performance of furniture manufacturing firms. The study takes the logistics process as an independent variable, the customer service as the first dependent variable and manufacturing performance as a moderating variable. Data: Primary data on logistics, customer service, manufacturing flexibility and firm performance were conveniently collected through a questionnaire from owners/managers of 61 furniture manufacturing firms. Tool: Descriptive statistics, correlation and regression analyses were run to draw the results. Findings: Logistics processes positively affect customer service and firm performance. Customer service also exerts a positive effect on firm performance while the moderating role of manufacturing flexibility was not supported for the relationship of logistics processes and customer service. Contribution: Through efficiency in logistics processes, furniture manufacturing firms can serve customers in a superior way to ultimately achieve improved firm performance. The framework being restricted to efficiency of logistics processes only constitutes an important limitation of the study.

  13. Performance audit in the Botswana public service and arising ...

    African Journals Online (AJOL)

    mpho ngoepe

    includes an examination of information systems, performance measures and monitoring ... objectiveness of the audited entity, and audit of the actual impact of activities compared ... The absence of internal control systems for .... PPADB should liaise with Accounting Officers in PEs to develop monitoring controls to ensure ...

  14. 75 FR 68385 - Senior Executive Service-Performance Review Board

    Science.gov (United States)

    2010-11-05

    ... OPM Performance Review Board. FOR FURTHER INFORMATION CONTACT: Tammy Van Keuren, OPM Human Resources, Recruitment and Staffing, Office of Personnel Management, 1900 E Street NW., Washington, DC 20415, (202) 606... Associate Director for Human Resources--Executive Secretariat. [FR Doc. 2010-28171 Filed 11-4-10; 8:45 am...

  15. Oral impacts on daily performances and recent use of dental services in schoolchildren.

    Science.gov (United States)

    Monsantofils, Monica; Bernabé, Eduardo

    2014-11-01

    To explore whether oral impacts on daily performances are related to recent use of dental services among children and whether oral impacts on specific daily performances are more strongly related to recent use of dental services. Data from a cross-sectional survey, including 805 11-12-year-old children attending four randomly selected schools in Lima (Peru), were used. The child version of the oral impacts on daily performances (Child-OIDP) was used to assess prevalence, intensity, and extent of oral impacts. Use of dental services was assessed by self-reports of last dental visit and reason for the visit. Associations of the prevalence, intensity, and extent of oral impacts with use of dental services were tested in logistic regression models. Children with oral impacts were 1.99 (95% CI: 1.17-3.37) times more likely to have used dental services recently than their counterparts. The intensity and extent of oral impacts were linearly associated with children's use of dental services. Difficulties in eating were the only type of oral impacts on daily performances associated with use of dental services, independent of children's demographic characteristics, and impacts on other performances. Oral impacts on daily performances were related to recent use of dental services among these schoolchildren. © 2013 BSPD, IAPD and John Wiley & Sons A/S. Published by John Wiley & Sons Ltd.

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

    LENUS (Irish Health Repository)

    Breen, Patricia

    2010-01-01

    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.

  17. Influence of TQM Practices and Service Innovation Types on Performances of the IT Romanian Companies

    Directory of Open Access Journals (Sweden)

    Mateescu Mihaela

    2017-01-01

    Full Text Available This paper presents a mathematical model intended to investigate the influence of TQM andservice innovation types on service companies performance. The company performance is regardedas the model output and is built out of the financial performance and the non-financialperformance. The two performances are generating competitive advantage. The estimated non–financial performances are represented by the quality performance and the innovativeperformance. The data used to build the model were taken from the IT Romanian companies.

  18. Improving the service life and performance of CANDU fuel channels

    International Nuclear Information System (INIS)

    Causey, A.R.; Cheadle, B.A.; Coleman, C.E.; Price, E.G.

    1997-01-01

    The development objective for CANDU fuel channels is to produce a design that can operate for 40 years at 90% capacity. Steady progress toward this objective is being made. The factors that determine the life of the channel are reviewed and the processes necessary to achieve the objectives identified. Performance of future fuel channels will be enhanced by reduced operating costs, increased safety margins to postulated accident conditions, and reduced retubing costs compared to current channels. The approaches to these issues are discussed briefly in the paper. (author)

  19. Improving the service life and performance of CANDU fuel channels

    International Nuclear Information System (INIS)

    Causey, A.R.; Cheadle, B.A.; Coleman, C.E.; Price, E.G.

    1996-02-01

    The development objective for CANDU fuel channels is to produce a design that can operate for 40 years at 90% capacity. Steady progress toward this objective is being made. The factors that determine the life of a CANDU fuel channel are reviewed and the processes necessary to achieve the objectives identified. Performance of future fuel channels will be enhanced by reduced operating costs, increased safety margins to postulated accident conditions, and reduced retubing costs compared with those for current channels. The approaches to these issues are discussed briefly in this report. (author). 14 refs., 1 tab., 8 figs

  20. Improving the service life and performance of CANDU fuel channels

    International Nuclear Information System (INIS)

    Coleman, C.E.; Cheadle, B.A.; Causey, A.R.; Doubt, G.L.; Fong, R.W.L.; Venkatapathi, S.

    1996-03-01

    The development objective for CANDU fuel channels is to produce a design that can operate for 40 years at 90% capacity. Steady progress toward this objective is being made. The factors that determine the life of a CANDU fuel channel are reviewed and the processes necessary to achieve the objectives are identified. Performance of future fuel channels will be enhanced by reduced operating costs and increased safety margins to postulated accident conditions compared with those for current channels. The approaches to these issues are discussed briefly in this report. (author)

  1. The effect of performance related pay in employment services

    DEFF Research Database (Denmark)

    Sofie Johansen, Ann; Holm, Anders; Rosdahl, Anders

    This paper investigates the effects of performance-related pay (PRP) in Danish local employment administration on unemployed social clients’ employment outcomes. PRP implies here that employees in the employment administration are rewarded each time a social client gets a job. There are different...... schemes involved in the programme – schemes with collective payoffs and schemes with private payoffs and schemes with monetary payoffs and non-monetary payoffs, such as training activities. The main conclusion is that PRP seems to promote employment chances of social clients. Especially it seems that PRP...

  2. Green Service Practices: Performance Implications and the Role of Environmental Management Systems

    OpenAIRE

    Christina W. Y. Wong; Chee Yew Wong; Sakun Boon-itt

    2013-01-01

    Research on the effects of environmental management has largely neglected the importance of green service practices and their impact on environmental protection and cost reduction. There is also little knowledge on how service-oriented firms may leverage their efforts in providing green services to achieve performance improvement through their existing environmental management system (EMS). Grounded in the natural resource-based view in conjunction with the contingency theory, we develop a mo...

  3. The Impact of a Customer Service Intervention and Facility Design on Firm Performance

    OpenAIRE

    Joanne M. Sulek; Mary R. Lind; Ann S. Marucheck

    1995-01-01

    The purpose of this research was to investigate the impact of a customer service intervention and store design on store performance within a regional food retailing chain. A longitudinal study examines the organization's implementation of a customer service intervention which utilized new service standards and customer feedback mechanisms. Moreover, the chain provided a natural experiment, since the forty-six stores in this chain represented three levels of facility design ranging from the tr...

  4. Cloud service performance evaluation: status, challenges, and opportunities – a survey from the system modeling perspective

    Directory of Open Access Journals (Sweden)

    Qiang Duan

    2017-05-01

    Full Text Available With rapid advancement of Cloud computing and networking technologies, a wide spectrum of Cloud services have been developed by various providers and utilized by numerous organizations as indispensable ingredients of their information systems. Cloud service performance has a significant impact on performance of the future information infrastructure. Thorough evaluation on Cloud service performance is crucial and beneficial to both service providers and consumers; thus forming an active research area. Some key technologies for Cloud computing, such as virtualization and the Service-Oriented Architecture (SOA, bring in special challenges to service performance evaluation. A tremendous amount of effort has been put by the research community to address these challenges and exciting progress has been made. Among the work on Cloud performance analysis, evaluation approaches developed with a system modeling perspective play an important role. However, related works have been reported in different sections of the literature; thus lacking a big picture that shows the latest status of this area. The objectives of this article is to present a survey that reflects the state of the art of Cloud service performance evaluation from the system modeling perspective. This articles also examines open issues and challenges to the surveyed evaluation approaches and identifies possible opportunities for future research in this important field.

  5. [Financing, organization, costs and services performance of the Argentinean health sub-systems.

    Science.gov (United States)

    Yavich, Natalia; Báscolo, Ernesto Pablo; Haggerty, Jeannie

    2016-01-01

    To analyze the relationship between health system financing and services organization models with costs and health services performance in each of Rosario's health sub-systems. The financing and organization models were characterized using secondary data. Costs were calculated using the WHO/SHA methodology. Healthcare quality was measured by a household survey (n=822). Public subsystem:Vertically integrated funding and primary healthcare as a leading strategy to provide services produced low costs and individual-oriented healthcare but with weak accessibility conditions and comprehensiveness. Private subsystem: Contractual integration and weak regulatory and coordination mechanisms produced effects opposed to those of the public sub-system. Social security: Contractual integration and strong regulatory and coordination mechanisms contributed to intermediate costs and overall high performance. Each subsystem financing and services organization model had a strong and heterogeneous influence on costs and health services performance.

  6. Subjective Evaluation of Packet Service Performance in UMTS and Heterogeneous Networks

    DEFF Research Database (Denmark)

    Teyeb, Oumer Mohammed; Sørensen, Troels Bundgaard; Mogensen, Preben

    2006-01-01

    Quality of Service (QoS) in mobile telecommunication systems is usually identified by some basic performance metrics such as delay, throughput and jitter. However, the main impact of service quality is on the end user, and as such a detailed study of service performance should involve the end user......, users rated the perceived quality of the services under different network conditions. The users’ ratings are analyzed and the results showed clear trends with very few outliers. The objective and subjective measures also were found to be in line except for one case where a higher layer effect influenced....... In this paper, such an approach is taken where subjective performance evaluation is undertaken for web browsing and video streaming services in Universal Mobile Telecommunication System (UMTS) and a heterogeneous network comprised of UMTS and Wireless LAN (WLAN). Using a real-time network emulation testbed...

  7. Advanced non-destructive methods for an efficient service performance

    International Nuclear Information System (INIS)

    Rauschenbach, H.; Clossen-von Lanken Schulz, M.; Oberlin, R.

    2015-01-01

    Due to the power generation industry's desire to decrease outage time and extend inspection intervals for highly stressed turbine parts, advanced and reliable Non-destructive methods were developed by Siemens Non-destructive laboratory. Effective outage performance requires the optimized planning of all outage activities as well as modern Non-destructive examination methods, in order to examine the highly stressed components (turbine rotor, casings, valves, generator rotor) reliably and in short periods of access. This paper describes the experience of Siemens Energy with an ultrasonic Phased Array inspection technique for the inspection of radial entry pinned turbine blade roots. The developed inspection technique allows the ultrasonic inspection of steam turbine blades without blade removal. Furthermore advanced Non-destructive examination methods for joint bolts will be described, which offer a significant reduction of outage duration in comparison to conventional inspection techniques. (authors)

  8. Slab Track at Facility for Accelerated Service Testing: Performance and Serviceability

    Science.gov (United States)

    2018-02-01

    The Transportation Technology Center, Inc., with funding by the Portland Cement Association and the Federal Railroad Administration, documented the available records associated with the performance of the concrete slab track section in the High Tonna...

  9. Performance Analysis of Trans-Jakarta Bus Suburban Service Move-Across Greater Jakarta

    Science.gov (United States)

    Tangkudung, ESW; Widyadayinta, C.

    2018-03-01

    Trans-Jakarta have developed their services scope as Suburban Service or Feeder move-across service that operate from greater Jakarta into Jakarta central vice versa. One of the route is Ciputat – Bundaran Hotel Indonesia (Tosari) and integrated with corridor 1 (one) and 8 (eight). This service is not travel on the exclusive lane or bus-way. Objective of Government Jakarta to provide this service is to decrease private car to enter the central of Jakarta. The objective of this study is to find the performance of the service. Survey have conducted static and dynamic on work day to get variable of travel time and delay, waiting time of passenger at the bus stop, headway and ridership of the bus. Service Standard Minimum of Trans-Jakarta have compared with the result of variable headway, travel speed, and waiting time at bus stop as concern of all the passengers. Analysis use correlation test method and linear regression model have done. The performance of Trans-Jakarta bus suburban service, based on travel speed indicator is fairly bad, only 8.1% of trip could comply with Minimum Service Standard. Bus performance based on the indicator of density in the bus is good, where all points are below the maximum limit i.e. 8 people/m2 at peak hour and 5 people/m2 at off-peak hour.

  10. What services are public? What aspects of performance are to be ranked? The case of “services of general interest”

    NARCIS (Netherlands)

    S.G.J. Van de Walle (Steven)

    2008-01-01

    textabstractIn this article, we focus on the difficulties in evaluating the performance of so-called services of general interest. These services generally include such services as water and electricity supply, telephony, postal services, and public transport, where providers are subjected to

  11. How Pre-Service Teachers' Understand and Perform Science Process Skills

    Science.gov (United States)

    Chabalengula, Vivien Mweene; Mumba, Frackson; Mbewe, Simeon

    2012-01-01

    This study explored pre-service teachers' conceptual understanding and performance on science process skills. A sample comprised 91 elementary pre-service teachers at a university in the Midwest of the USA. Participants were enrolled in two science education courses; introductory science teaching methods course and advanced science methods course.…

  12. Development and Evaluation of a Novel Survey Tool Assessing Inpatient Consult Service Performance.

    Science.gov (United States)

    Miloslavsky, Eli M; Chang, Yuchiao

    2017-12-01

    Subspecialty consultation in inpatient medicine is increasing, and enhancing performance of consultation services may have a broad-reaching impact. Multisource feedback is an important tool in assessing competence and improving performance. A mechanism for primary team resident feedback on performance of consult services has not been described. We developed and evaluated an instrument designed to assess internal medicine (IM) subspecialty inpatient consult service performance. We hypothesized that the instrument would be feasible to administer and provide important information to fellowship directors. The instrument was administered in 2015 and 2016 at a single academic center. All IM residents were invited to evaluate 10 IM subspecialty consult services on 4 items and an overall satisfaction rating. The instrument allowed for free-text feedback to fellows. Program directors completed another survey assessing the impact of the consult service evaluation. A total of 113 residents responded (47 in 2015 and 66 in 2016, for a combined response rate of 35%). Each of the 4 items measured (communication, professionalism, teaching, and pushback) correlated significantly with the overall satisfaction rating in univariate and multivariate analyses. There were no differences in ratings across postgraduate year or year of administration. There was considerable variation in ratings among the services evaluated. The 7 program directors who provided feedback found the survey useful and made programmatic changes following evaluation implementation. A primary team resident evaluation of inpatient medicine subspecialty consult services is feasible, provides valuable information, and is associated with changes in consult service structure and curricula.

  13. 75 FR 41920 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Science.gov (United States)

    2010-07-19

    ... DEPARTMENT OF TRANSPORTATION Research & Innovative Technology Administration [Docket ID Number RITA 2008-0002] Agency Information Collection; Activity Under OMB Review; Airline Service Quality...: Airline Service Quality Performance--Part 234. Form No.: BTS Form 234. Type Of Review: Re-instatement of...

  14. 77 FR 71793 - Notice of Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2012-12-04

    ..., Resources, and Technology, Agency for Healthcare Research and Quality, 540 Gaither Road, Suite 4010... DEPARTMENT OF HEALTH AND HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and...

  15. 76 FR 64948 - Notice of Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2011-10-19

    ..., Accountability, Resources, and Technology, Agency for Healthcare Research and Quality, 540 Gaither Road, Suite... DEPARTMENT OF HEALTH AND HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and...

  16. Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions.

    NARCIS (Netherlands)

    Birgelen, van M.; Jong, de A.; Ruyter, de J.C.

    2006-01-01

    Abstract The number of channels that retailers can use interchangeably to provide customer service has increased. We report on a study of clients of a large retail bank that investigates the channel performance satisfaction–behavioral intentions relationship when the traditional service channel

  17. Mapping the Social Side of Pre-Service Teachers: Connecting Closeness, Trust, and Efficacy with Performance

    Science.gov (United States)

    Liou, Yi-Hwa; Daly, Alan J.; Canrinus, Esther T.; Forbes, Cheryl A.; Moolenaar, Nienke M.; Cornelissen, Frank; Van Lare, Michelle; Hsiao, Joyce

    2017-01-01

    This exploratory study foregrounds the important, but often understudied social side of pre-service teacher development and its relation to teaching performance in one university-based teacher preparation program in the US. We examine the extent to which pre-service elementary teachers' social relationships and perceptions of peer trust and…

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

    Science.gov (United States)

    Whynes, D K; Reed, G

    1995-11-01

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

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

    Science.gov (United States)

    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,…

  20. Mapping the social side of pre-service teachers : connecting closeness, trust, and efficacy with performance

    NARCIS (Netherlands)

    Liou, Yi Hwa; Daly, Alan J.; Canrinus, Esther T.; Forbes, Cheryl A.; Moolenaar, Nienke M.|info:eu-repo/dai/nl/304352802; Cornelissen, Frank; Van Lare, Michelle; Hsiao, Joyce

    2017-01-01

    This exploratory study foregrounds the important, but often understudied social side of pre-service teacher development and its relation to teaching performance in one university-based teacher preparation program in the US. We examine the extent to which pre-service elementary teachers’ social

  1. The Suffolk County Department of Social Services Performance Study. An Executive Summary.

    Science.gov (United States)

    Spottheim, David; Wilson, George R.

    The logic and methodology applied in a management science approach to performance and staff utilization in the Client Benefits (CBA) and Community Service (CSA) divisions of the Suffolk County (New York) Department of Social Services (SCDSS) are described. Using a blend of classical organization theory and management science techniques, the CBA…

  2. 31 CFR 29.311 - Credit only for service performed on or before June 30, 1997.

    Science.gov (United States)

    2010-07-01

    ... 31 Money and Finance: Treasury 1 2010-07-01 2010-07-01 false Credit only for service performed on or before June 30, 1997. 29.311 Section 29.311 Money and Finance: Treasury Office of the Secretary of... Benefits General Principles for Determining Service Credit to Calculate Federal Benefit Payments § 29.311...

  3. Performance of the ocean state forecast system at Indian National Centre for Ocean Information Services

    Digital Repository Service at National Institute of Oceanography (India)

    Nair, T.M.B.; Sirisha, P.; Sandhya, K.G.; Srinivas, K.; SanilKumar, V.; Sabique, L.; Nherakkol, A.; KrishnaPrasad, B.; RakhiKumari; Jeyakumar, C.; Kaviyazhahu, K.; RameshKumar, M.; Harikumar, R.; Shenoi, S.S.C.; Nayak, S.

    The reliability of the operational Ocean State Forecast system at the Indian National Centre for Ocean Information Services (INCOIS) during tropical cyclones that affect the coastline of India is described in this article. The performance...

  4. Better to receive than to give? Interorganizational service arrangements and hospital performance.

    Science.gov (United States)

    Trinh, Hanh Q; Begun, James W; Luke, Roice D

    2010-01-01

    The literature points to possible efficiencies in local-hospital-system performance, but little is known about the internal dynamics that might contribute to this. Study of the service arrangements that nearby same-system hospitals have with one another should provide clues into how system efficiencies might be attained. The purpose of this research was to better understand the financial and operational effects of service sharing and receiving arrangements among nearby hospitals belonging to the same systems. Data are compiled for the 1,227 U.S. urban acute care hospitals that belong to multihospital systems. A longitudinal structural equation model is employed-environmental pressures and organizational characteristics in 1997 are associated with service sharing and receiving arrangements in 2000; service sharing and receiving arrangements are then associated with performance in 2003. Service sharing and receiving are measured by counts of services focal hospitals report that are not duplicated by other-system hospitals within the same county. Linear Structural Relations (LISREL) is used to estimate the model. In general, market competition from managed care and hospitals influences hospitals to exchange services. For individual hospitals, service sharing has no effects on operational efficiency and financial performance. Service receiving, however, is related to greater efficiencies and higher profits. The findings underscore the asymmetrical relationships that exist among local-system hospitals. Individual hospitals benefit from service receiving arrangements but not from sharing arrangements-it is better to receive than to give. To the extent that individual hospitals independently determine service capacities, systems may not be able to effectively rationalize service offerings.

  5. Longitudinal analysis of high-technology medical services and hospital financial performance.

    Science.gov (United States)

    Zengul, Ferhat D; Weech-Maldonado, Robert; Ozaydin, Bunyamin; Patrician, Patricia A; OʼConnor, Stephen J

    U.S. hospitals have been investing in high-technology medical services as a strategy to improve financial performance. Despite the interest in high-tech medical services, there is not much information available about the impact of high-tech services on financial performance. The aim of this study was to examine the impact of high-tech medical services on financial performance of U.S. hospitals by using the resource-based view of the firm as a conceptual framework. Fixed-effects regressions with 2 years lagged independent variables using a longitudinal panel sample of 3,268 hospitals (2005-2010). It was hypothesized that hospitals with rare or large numbers (breadth) of high-tech medical services will experience better financial performance. Fixed effects regression results supported the link between a larger breadth of high-tech services and total margin, but only among not-for-profit hospitals. Both breadth and rareness of high-tech services were associated with high total margin among not-for-profit hospitals. Neither breadth nor rareness of high-tech services was associated with operating margin. Although breadth and rareness of high-tech services resulted in lower expenses per inpatient day among not-for-profit hospitals, these lower costs were offset by lower revenues per inpatient day. Enhancing the breadth of high-tech services may be a legitimate organizational strategy to improve financial performance, especially among not-for-profit hospitals. Hospitals may experience increased productivity and efficiency, and therefore lower inpatient operating costs, as a result of newer technologies. However, the negative impact on operating revenue should caution hospital administrators about revenue reducing features of these technologies, which may be related to the payer mix that these technologies may attract. Therefore, managers should consider both the cost and revenue implications of these technologies.

  6. Do Services differ from Manufacturing? The Post-Entry Performance of Firms in Dutch Services

    NARCIS (Netherlands)

    D.B. Audretsch (David); L. Klomp (Luuk); A.R. Thurik (Roy)

    1998-01-01

    textabstractA large literature has emerged focusing on the post-entry performance of firms and, in particular, on the links between firm growth, survival, size and age. While these studies have resulted in findings that are sufficiently consistent as to constitute Stylized Facts, virtually all of

  7. Service workers' job performance: the roles of personality traits, organizational identification, and customer orientation

    OpenAIRE

    He, Hongwei; Wang, Weiyue; Zhu, Weichun; Harris, Lloyd

    2015-01-01

    Purpose– This paper aims to advance the literature by testing the boundary of this relationship with reference to a key construct in employee performance in the service domain: employee customer orientation. Organizational identification refers to employees’ perceived oneness and belongingness to their work organization, and has been argued to be associated with higher employee performance.Design/methodology/approach– Data were collected based on a sample of call center service workers. Emplo...

  8. Procurement risk management practices and supply chain performance among mobile phone service providers in Kenya

    OpenAIRE

    Emily Adhiambo Okonjo; Peterson Obara Magutu; Richard Bitange Nyaoga

    2016-01-01

    The aim of this study was to establish the relationship between procurement risk management practices and supply chain performance among mobile phone service providers in Kenya. The study specifically set out to establish the extent to which mobile phone service providers have implemented procurement risk management practices and to determine the relationship between procurement risk management practices and supply chain performance. The study adopted a descriptive study design by collecting ...

  9. A guide for evaluating the environmental performance of Product/Service-Systems

    DEFF Research Database (Denmark)

    Kjær, Louise Laumann; Pigosso, Daniela Cristina Antelmi; McAloone, Tim C.

    Environmental issues, such as climate change, resource depletion and pollution are societal concerns, which are also increasingly affecting the way we do business. Concepts such as circular economy,sharing economy, and service economy, often highlight that more sustainable businesses can be created...... when focusing on product performance (e.g.by offering lighting as a service) rather than the physical products (e.g. by selling light bulbs). Such strategies of integrating products and services to deliver required user functionality are often termed Product/Service-Systems (PSS). This guide...

  10. Testing OGC Web Feature and Coverage Service performance: Towards efficient delivery of geospatial data

    Directory of Open Access Journals (Sweden)

    Gregory Giuliani

    2013-12-01

    Full Text Available OGC Web Feature Service (WFS and Web Coverage Service (WCS specifications allow interoperable access to distributed geospatial data made available through spatial data infrastructures (SDIs. To ensure that a service is sufficiently responsive to fulfill users’ expectations and requirements, performance of services must be measured and monitored to track latencies, bottlenecks, and errors that may negatively influence its over- all quality. Despite the importance of data retrieval and access, little research has been published on this topic and mostly concentrates on the usability of services when integrating distributed data sources. Considering these issues, this paper extends and validates the FOSS4G approach to measure the server-side performance of different WFS and WCS services provided by various software implementations; and provides guidance to data providers looking to improve the quality of their services. Our results show that performance of tested implementations is generally satisfactory and memory tuning/data and storage optimization are essential to handle increased efficiency and reliability of services.

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

    Science.gov (United States)

    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. 00001:Airline Service Quality Performance 234 (On-Time performance data).

    Science.gov (United States)

    2014-02-01

    00001:This CD presents data reported by U.S. certificated air carriers so that information on the air carriers' quality of service can be made available to consumers of air transportation. Carriers within 1% or more of the total domestic scheduled se...

  13. 00001:Airline Service Quality Performance 234 (On-Time performance data).

    Science.gov (United States)

    2011-11-01

    00001:This CD presents data reported by U.S. certificated air carriers so that information on the air carriers' quality of service can be made available to consumers of air transportation. Carriers within 1% or more of the total domestic scheduled se...

  14. The sustainability and performance measurement on supply chain in services industry: A literature review

    Science.gov (United States)

    Leksono, Eko Budi; Suparno, Vanany, Iwan

    2017-11-01

    The services industry growth has been significant relation with economic growth. A new paradigm is needed for services sector development. The supply chain and performance measurement able to sustain of services industry growth. The supply chain implementation in the services industry called service supply chain (SSC). The globalization and stakeholder pressure makes operation of SSC should more attention to sustainability issue which consists of economic, social and environment simultaneously on SSC. Furthermore, services industry can develop by implementation of the sustainable SSC and its performance measurement. The sustainable SSC implementation can minimize of negative operation effect to environment and social, and maximize of profit. Sustainable service supply chain performance measurements (SSSCPM) are still less explored. The purpose of this paper is to review the literature in the field SSC, SSSC, SSC performance measurement (SSCPM) and SSSCPM for identification of the SSSCPM frameworks and indicators. Beside, the result of review able to look opportunities for develop a new framework for SSSCPM at the operational level, tactical and strategic, multiplayer and close loop, the effectiveness of the integration and development of modeling and simulation for evaluation in the future.

  15. [Performance assessment of health services in Catalonia (Spain): evaluation of initial results of the Catalan healthcare service project].

    Science.gov (United States)

    García-Altés, Anna; Dalmau-Bueno, Albert; Colls, Cristina; Mendivil, Joan; Benet, Josep; Mompart, Anna; Torné, Elvira; Zara, Corinne; Borrell, Carme; Brugulat, Pilar; Guarga, Alex

    2009-01-01

    Performance assessment of healthcare services is receiving greater attention due to increasing health care expenditures, greater expectations among the population, and the need to obtain results from the invested resources. Taking advantage of the existing experience of the Agència de Salut Pública de Barcelona and the Consorci Sanitari de Barcelona, which compared the healthcare services of Barcelona and Montreal, a grant from the Agència d'Avaluació de Tecnologia i Recerca Mèdiques, and the health planning interest of the Departament de Salut, the performance assessment of the Catalan healthcare service project was started in Catalonia in 2005. This article aims to present the development of the project, to provide some examples that illustrate the kind of numerical and graphical information that could be obtained and the kind of analysis that could be performed, to provide possible explanations for the results shown, and to discuss some limitations and implications. Currently, the added value of this project is that it identifies the extent to which the healthcare system is achieving its objectives, establishes a set of homogeneous indicators that could be used in the future, and is a key tool in the development of the Central de Resultats del Departament de Salut de la Generalitat de Catalunya.

  16. The effects of job satisfaction, employee commitment, workplace friendship and team culture on service recovery performance

    Directory of Open Access Journals (Sweden)

    Abednego Feehi Okoe

    2016-11-01

    Full Text Available The existing literature has called for more studies to be conducted on how human resource activities affect service recovery performance. This study therefore ascertains the effects of Job Satisfaction, employee Commitment, Workplace Friendship and Team Culture on Service Recovery Performance. The survey research design was used in this study. The participants were frontline employees from the various service sectors in Ghana. The convenience sampling was used as the sampling technique. A total of 372 responses were used in the final analysis. The scale items were adapted from the existing literature. Confirmatory factor analysis was used to assess the fit of the model. Multiple linear regression was used to test the hypotheses. The findings indicate that Job Satisfaction, Employee Commitment, Workplace Friendship and Team Culture significantly exerts positive influence on Service Recovery Performance of frontline employees. The findings from the study imply that there are several antecedents to Service Recovery Performance. Team Culture, Workplace Commitment, and Employee Commitment can influence Job Satisfaction which in turn will affect Service Recovery Performance resulting in customer satisfaction and retention.

  17. The Effect of Manpower Planning and Development in Lagos State (Nigeria Civil Service Performance

    Directory of Open Access Journals (Sweden)

    Chinyeaka J. Igbokwe-Ibeto

    2015-12-01

    Full Text Available The study examined effects of manpower planning and development in Lagos state civil service performance. Lagos state civil service is the greatest asset of the state in its quest for socio-economic development. The primary question that was explored is whether the nature of manpower planning and development curriculum in Lagos state civil service has effect on the service performance and the attainment of state objective. The study relied on primary and secondary data, and multiple stage sampling technique was used to select the sample population. The data collected was presented in frequency bar chart and simple percentage. Pearson’s Product Moment Correlation Coefficient (PPMC statistical tool was used to test the hypotheses. Findings of the study show that the nature of manpower planning and development curriculum has a positive effect on the Lagos state civil performance. It also reveals that the manpower planning and development has a positive effect on the attainment of Lagos state objective. To achieve better performance in the service, it should among others, improve on the current manpower planning strategy and continue to update its manpower development curriculum in line with the global best practices. Given the pivotal role that technology plays in the 21st century, the service should avail itself the windows of opportunities that information technology provides in its drive to enhance employees’ skills, knowledge and abilities that will invariably improve the service performance. Yet, the service should imbibe the prescripts of New PublicManagement theory (NPM, and that goals and targets should be defined and measurable as indicators of organizational performance.

  18. Health service accreditation as a predictor of clinical and organisational performance: a blinded, random, stratified study.

    Science.gov (United States)

    Braithwaite, Jeffrey; Greenfield, David; Westbrook, Johanna; Pawsey, Marjorie; Westbrook, Mary; Gibberd, Robert; Naylor, Justine; Nathan, Sally; Robinson, Maureen; Runciman, Bill; Jackson, Margaret; Travaglia, Joanne; Johnston, Brian; Yen, Desmond; McDonald, Heather; Low, Lena; Redman, Sally; Johnson, Betty; Corbett, Angus; Hennessy, Darlene; Clark, John; Lancaster, Judie

    2010-02-01

    Despite the widespread use of accreditation in many countries, and prevailing beliefs that accreditation is associated with variables contributing to clinical care and organisational outcomes, little systematic research has been conducted to examine its validity as a predictor of healthcare performance. To determine whether accreditation performance is associated with self-reported clinical performance and independent ratings of four aspects of organisational performance. Independent blinded assessment of these variables in a random, stratified sample of health service organisations. Acute care: large, medium and small health-service organisations in Australia. Study participants Nineteen health service organisations employing 16 448 staff treating 321 289 inpatients and 1 971 087 non-inpatient services annually, representing approximately 5% of the Australian acute care health system. Correlations of accreditation performance with organisational culture, organisational climate, consumer involvement, leadership and clinical performance. Results Accreditation performance was significantly positively correlated with organisational culture (rho=0.618, p=0.005) and leadership (rho=0.616, p=0.005). There was a trend between accreditation and clinical performance (rho=0.450, p=0.080). Accreditation was unrelated to organisational climate (rho=0.378, p=0.110) and consumer involvement (rho=0.215, p=0.377). Accreditation results predict leadership behaviours and cultural characteristics of healthcare organisations but not organisational climate or consumer participation, and a positive trend between accreditation and clinical performance is noted.

  19. Innovation in user-centered skills and performance improvement for sustainable complex service systems.

    Science.gov (United States)

    Karwowski, Waldemar; Ahram, Tareq Z

    2012-01-01

    In order to leverage individual and organizational learning and to remain competitive in current turbulent markets it is important for employees, managers, planners and leaders to perform at high levels over time. Employee competence and skills are extremely important matters in view of the general shortage of talent and the mobility of employees with talent. Two factors emerged to have the greatest impact on the competitiveness of complex service systems: improving managerial and employee's knowledge attainment for skills, and improving the training and development of the workforce. This paper introduces the knowledge-based user-centered service design approach for sustainable skill and performance improvement in education, design and modeling of the next generation of complex service systems. The rest of the paper cover topics in human factors and sustainable business process modeling for the service industry, and illustrates the user-centered service system development cycle with the integration of systems engineering concepts in service systems. A roadmap for designing service systems of the future is discussed. The framework introduced in this paper is based on key user-centered design principles and systems engineering applications to support service competitiveness.

  20. Performance management of the public healthcare services in Ireland: a review.

    Science.gov (United States)

    Mesabbah, Mohammed; Arisha, Amr

    2016-01-01

    Performance Management (PM) processes have become a potent part of strategic and service quality decisions in healthcare organisations. In 2005, the management of public healthcare in Ireland was amalgamated into a single integrated management body, named the Health Service Executive (HSE). Since then, the HSE has come up with a range of strategies for healthcare developments and reforms, and has developed a PM system as part of its strategic planning. The purpose of this paper is to review the application of PM in the Irish Healthcare system, with a particular focus on Irish Hospitals and Emergency Services. An extensive review of relevant HSE's publications from 2005 to 2013 is conducted. Studies of the relevant literature related to the application of PM and of international best practices in healthcare performance systems are also presented. PM and performance measurement systems used by the HSE include many performance reports designed to monitor performance trends and strategic goals. Issues in the current PM system include inconsistency of measures and performance reporting, unclear strategy alignment, and deficiencies in reporting (e.g. feedback and corrective actions). Furthermore, PM processes have not been linked adequately into Irish public hospitals' management systems. The HSE delivers several services such as mental health, social inclusion, etc. This study focuses on the HSE's PM framework, with a particular interest in acute hospitals and emergency services. This is the first comprehensive review of Irish healthcare PM since the introduction of the HSE. A critical analysis of the HSE reports identifies the shortcomings in its current PM system.

  1. RULES FOR SELECTING AND USING KEY PERFORMANCE INDICATORS FOR THE SERVICE INDUSTRY

    Directory of Open Access Journals (Sweden)

    Alexandra - Elena RUSĂNEANU

    2014-06-01

    Full Text Available There is no question that performance is the desired result of every activity or action. In order to correctly measure an organization’s performance it is necessary to select key performance indicators (KPIs that will deliver long-term value to the company. KPIs are presenting performance information for all levels of the organization and they are reflecting the progress made so far to achieve strategic objectives. The selection of the key performance indicators must be made according to the organization’s industry and activity. The company must truly understand its business and its mission. Also, KPIs must be closely linked to the strategic objectives. The focus of this research is to present effective rules for defining key performance indicators for the Service industry. This sector of economy consists in generating intangible goods like experience, expertise and information. Therefore, monitoring this type of services requires a different approach when defining performance indicators compared to the manufacturing industry.

  2. Want a Tip? Service Performance as a Function of Emotion Regulation and Extraversion

    Science.gov (United States)

    Chi, Nai-Wen; Grandey, Alicia A.; Diamond, Jennifer A.; Krimmel, Kathleen Royer

    2011-01-01

    Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who…

  3. Developing a Multi-Dimensional Evaluation Framework for Faculty Teaching and Service Performance

    Science.gov (United States)

    Baker, Diane F.; Neely, Walter P.; Prenshaw, Penelope J.; Taylor, Patrick A.

    2015-01-01

    A task force was created in a small, AACSB-accredited business school to develop a more comprehensive set of standards for faculty performance. The task force relied heavily on faculty input to identify and describe key dimensions that capture effective teaching and service performance. The result is a multi-dimensional framework that will be used…

  4. Social Cognitive Predictors of Pre-Service Teachers' Technology Integration Performance

    Science.gov (United States)

    Perkmen, Serkan; Pamuk, Sonmez

    2011-01-01

    The main objective of the study was to examine interrelationships among social cognitive variables (self-efficacy, outcome expectations, and performance goals) and their role in predicting pre-service teachers' technology integration performance. Although researchers have examined the role of these variables in the teacher-education context, the…

  5. Assessing the Impact of In-Service Training on Staff Performance at ...

    African Journals Online (AJOL)

    performance in terms of knowledge and skills gained. It was recommended that more research is undertaken on all UEW campuses to add to both literature and knowledge of INSET. Keywords: Staff Performance, In-Service Training, Staff Development International Journal of Educational Research Vol. 3 (2) 2007 pp. 217- ...

  6. Toward a Culture of Consequences: Performance-Based Accountability Systems for Public Services. Monograph

    Science.gov (United States)

    Stecher, Brian M.; Camm, Frank; Damberg, Cheryl L.; Hamilton, Laura S.; Mullen, Kathleen J.; Nelson, Christopher; Sorensen, Paul; Wachs, Martin; Yoh, Allison; Zellman, Gail L.

    2010-01-01

    Performance-based accountability systems (PBASs), which link incentives to measured performance as a means of improving services to the public, have gained popularity. While PBASs can vary widely across sectors, they share three main components: goals, incentives, and measures. Research suggests that PBASs influence provider behaviors, but little…

  7. 76 FR 69797 - Senior Executive Service Departmental Offices Performance Review Board.

    Science.gov (United States)

    2011-11-09

    ... DEPARTMENT OF THE TREASURY Senior Executive Service Departmental Offices Performance Review Board. AGENCY: Treasury Department. ACTION: Notice of members of the Departmental Offices Performances Review Board. SUMMARY: Pursuant to 5 U.S.C. 4314(c)(4), this notice announces the appointment of members of the...

  8. 76 FR 64429 - Senior Executive Service; Public Debt Performance Review Board (PRB)

    Science.gov (United States)

    2011-10-18

    ... DEPARTMENT OF THE TREASURY Bureau of the Public Debt Senior Executive Service; Public Debt Performance Review Board (PRB) AGENCY: Bureau of the Public Debt, Treasury. ACTION: Notice of Members of... reviews the performance appraisals of career senior executives who are below the level of Assistant...

  9. 78 FR 58383 - Senior Executive Service; Combined Performance Review Board (PRB)

    Science.gov (United States)

    2013-09-23

    ... DEPARTMENT OF THE TREASURY United States Mint Senior Executive Service; Combined Performance Review Board (PRB) AGENCY: United States Mint (USM), Treasury. ACTION: Notice of members of Combined... Trade Bureau (TTB). The Combined PRB reviews the performance appraisals of career senior executives...

  10. Consultation performance of general practitioners when supported by an asthma/COPDC-service

    Directory of Open Access Journals (Sweden)

    Annelies Lucas EM

    2012-07-01

    Full Text Available Abstract Background General practitioners (GPs can refer patients to an asthma/COPD service (AC-service for diagnostic assessment of spirometry and medical history and for asthma or COPD monitoring. The AC-service reports diagnostic results and additional information about disease burden (BORG-score for complaints, MRC-dyspnoea score, exacerbation rate, life style, medication and compliance, to the patient’s GP. This study explores how GPs use this additional information when discussing the patient’s disease burden and how this influences GPs’ information and education provision during consultations with asthma/COPD patients. Method Patients with (a suspicion of asthma or COPD were referred to an AC-service and consulted their GPs after they had received a report from the AC-service. Retrospectively patients answered questions about their GPs’ performance during these consultations. Performances were compared with performances of the same GPs during consultations without support of the AC-service (usual care, earlier that year. Results Of consultations not initiated by an AC-service check-up, 91% focussed on complaints, the initial reason for the consultation. In AC-service supported follow-up consultations, GPs explored disease burden when the (BORG-score for complaints was high - as reported by the AC-service - even when patients themselves thought it was irrelevant. GPs put significantly less effort in exploring disease burden when the Borg-score was low (BORG 3–4: 69%; BORG1-2: 51%, p = 0,01. GPs mostly ignored MRC-dyspnoea scores: attention to dyspnoea was 18% for MRC-score p = 0,63. GPs encouraged physical fitness in 13% of patients. Smoking behaviour was discussed with 66% of the actual smokers but only 14% remembered a stop smoking advice. Furthermore, pharmacotherapeutic management education in AC-service supported consultations did not differ from performance in usual care according to patient evaluations. Conclusion

  11. Evaluating Service Quality from Patients' Perceptions: Application of Importance-performance Analysis Method.

    Science.gov (United States)

    Mohebifar, Rafat; Hasani, Hana; Barikani, Ameneh; Rafiei, Sima

    2016-08-01

    Providing high service quality is one of the main functions of health systems. Measuring service quality is the basic prerequisite for improving quality. The aim of this study was to evaluate the quality of service in teaching hospitals using importance-performance analysis matrix. A descriptive-analytic study was conducted through a cross-sectional method in six academic hospitals of Qazvin, Iran, in 2012. A total of 360 patients contributed to the study. The sampling technique was stratified random sampling. Required data were collected based on a standard questionnaire (SERVQUAL). Data analysis was done through SPSS version 18 statistical software and importance-performance analysis matrix. The results showed a significant gap between importance and performance in all five dimensions of service quality (p quality gap and "responsiveness" had the lowest gap (1.97). Also, according to findings, reliability and assurance were in Quadrant (I), empathy was in Quadrant (II), and tangibles and responsiveness were in Quadrant (IV) of the importance-performance matrix. The negative gap in all dimensions of quality shows that quality improvement is necessary in all dimensions. Using quality and diagnosis measurement instruments such as importance-performance analysis will help hospital managers with planning of service quality improvement and achieving long-term goals.

  12. Performance Monitoring and Evaluation in Botswana’s Public Service: Achievements and Challenges

    Directory of Open Access Journals (Sweden)

    Dorothy Mpabanga

    2016-03-01

    Full Text Available The paper aims to explore the implementation of performance monitoring and evaluation tools used in Botswana’s public service. The paper also identifies achievements and challenges of implementing performance monitoring and evaluation system and suggests ways for improvement. This paper uses secondary data sources. The paper reveals lack of performance monitoring and evaluation skills, poor supervision, poor conditions of service and a poor work ethic as some of the factors contributing to ineffective use of performance monitoring and evaluation tools in the service. Leadership commitment and support, benchmarking reforms, training and education, developed administrative and governance structures as well as well-defined public policy and program formulation and implementation processes are some of the success factors to enhanced performance management and evaluation systems in Botswana. The paper argues for adoption of a developmental-led model in order to enhance existing performance monitoring and evaluation system that would improve implementation of government policies and programs. Botswana has been striving to excel in service delivery through performance monitoring and evaluation oriented reforms.

  13. Stress and performance: do service orientation and emotional energy moderate the relationship?

    Science.gov (United States)

    Smith, Michael R; Rasmussen, Jennifer L; Mills, Maura J; Wefald, Andrew J; Downey, Ronald G

    2012-01-01

    The current study examines the moderating effect of customer service orientation and emotional energy on the stress-performance relationship for 681 U.S. casual dining restaurant employees. Customer service orientation was hypothesized to moderate the stress-performance relationship for Front-of-House (FOH) workers. Emotional energy was hypothesized to moderate stress-performance for Back-of-House (BOH) workers. Contrary to expectations, customer service orientation failed to moderate the effects of stress on performance for FOH employees, but the results supported that customer service orientation is likely a mediator of the relationship. However, the hypothesis was supported for BOH workers; emotional energy was found to moderate stress performance for these employees. This finding suggests that during times of high stress, meaningful, warm, and empathetic relationships are likely to impact BOH workers' ability to maintain performance. These findings have real-world implications in organizational practice, including highlighting the importance of developing positive and meaningful social interactions among workers and facilitating appropriate person-job fits. Doing so is likely to help in alleviating worker stress and is also likely to encourage worker performance.

  14. Performance problems of regional labor service market in the context of international integration

    OpenAIRE

    Karlova, Оlena

    2014-01-01

    The research examines the current state of the market of legal services (by the example of Kharkiv Region). To date the market of legal services of Kharkiv Region is mature and features high professionalism of its participants, well-shaped market segments and positive market trends.The author highlights some performance problems and development opportunities of the regional market in the context of international integration. They include manifestations of unfair competition, low standards of ...

  15. Access to Business Development Support Services and Performance of Youth-Owned Enterprises in Tanzania

    OpenAIRE

    Mori, Neema

    2015-01-01

    We investigated a sample of 3,098 randomly chosen youth-owned enterprises (YOEs) in Tanzania and studied their access to business development support (BDS) services. YOEs are defined as enterprises owned and run by young entrepreneurs, aged between sixteen and thirty-five, according to the Tanzanian definition of youth. We analyzed which BDS services affect the performance of YOEs in terms of (i) number of employees, (ii) whether the enterprise keeps financial record...

  16. Design and Construction for Community Health Service Precision Fund Appropriation System Based on Performance Management.

    Science.gov (United States)

    Gao, Xing; He, Yao; Hu, Hongpu

    2017-01-01

    Allowing for the differences in economy development, informatization degree and characteristic of population served and so on among different community health service organizations, community health service precision fund appropriation system based on performance management is designed, which can provide support for the government to appropriate financial funds scientifically and rationally for primary care. The system has the characteristic of flexibility and practicability, in which there are five subsystems including data acquisition, parameter setting, fund appropriation, statistical analysis system and user management.

  17. Measurement and evaluation of the public administration performance through delivery of electronic services

    Directory of Open Access Journals (Sweden)

    Mirlinda Batalli

    2015-07-01

    Full Text Available The purpose of this paper concerns the relation between delivery of electronic services (e-services and evaluation of public administration performance. Public sector organizations should pay attention and determine the strategies to be followed in order to increase the satisfaction of citizens and businesses in relation to delivery of electronic services. The study aims to review the demands toward progress to the competitiveness, the sustainability, efficiency and effectives in public administration that have rapidly enforced the wide reforms in the public sector, in order to modernize the initiatives to offer better electronic services for the citizens. The article aims to present that the transformation process toward providing electronic services to the citizens should be assessed continuously, in light with challenges, demands and process of globalization, in order to strengthen the capacities of public administration and make it more efficient. In this regard, the regular evaluation and measurement of the public administration performance leads toward the promotion of enhanced public services and higher level of accountability. Through receiving the e-services, citizens can save their time, can reduce the expenses and create an easier access of communication with all levels of the government.

  18. The role of kaizen in creating radical performance results in a logistics service provider

    Directory of Open Access Journals (Sweden)

    Erez Agmoni

    2016-09-01

    Full Text Available Background: This study investigates the role of an incremental change in organizational process in creating radical performance results in a service provider company. The role of Kaizen is established prominently in manufacturing, but is nascent in service applications. This study examines the impact of introducing Kaizen as an ODI tool-how it is applied, how it works, and whether participants believe it helps service groups form more effective working relationships that result in significant performance improvements. Methods: Exploring the evolving role of Kaizen in service contexts, this study explores a variety of facets of human communication in the context of continuous improvement and teamwork inter-organizationally. The paper consists of an archival study and an action research case study. A pre-intervention study consisting of observations, interviews, and submission of questionnaires to employees of a manufacturing and air-sea freight firm was conducted. A Kaizen intervention occurred subsequently, and a post-intervention study was then conducted. Results: Radical improvements in both companies such as 30% financial growth, 81% productivity improvement and more are demonstrated in this paper. Conclusions: Findings offer unique insights into the effects of Kaizen in creating radical performance improvements in a service company and its customer. Both qualitative and quantitative results of business, satisfaction, and productivity suggest time invested in introducing Kaizen into a service organization helps the companies improve relationships and improve the bottom line dramatically.

  19. Performance Measurement Implementation Of Minimum Service Standards For Basic Education Based On The Balanced Scorecard

    Directory of Open Access Journals (Sweden)

    Budiman Rusli

    2015-08-01

    Full Text Available Policies Minimum Service Standards for Basic Education has rolled out since 2002 by the minister in accordance with the Decree No. 129a U 2004 About Minimum Service Standards Education is continually updated and lastly Regulation of the Minister of Education and Culture No. 23 of 2013. All of the district government town should achieve the target of achieving 100 per cent in each of the indicators listed in the minimum service standards for the end of 2014. achievement pad on each indicator is just one measure of the performance of the local government department of education. Unfortunately from the announced target for 27 indicators that exist almost all regions including local governments do not reach Tangerang Regency. It is necessary for measuring the performance of local authorities particularly the education department. One performance measure modern enough that measurements can be done that The Balance Scorecard BSc. In the Balanced Scorecard is a management tool contemporare complete measure company performance not only of the financial perspective but also non-financial performance such as Customer Perspective Internal Business Processes and Learning and Growth. This approach is actually ideally suited for multinational companies because this approach requires very expensive but can be used to measure the profit performance of the company in addition to the combination of a long-term strategic and short-strategic. Balanced Scorecard it can also be done in measuring the performance of public sector services as well by modifying a few things so it can be used to measure the performance of the public sector including the Performance Measurement Minimum Service Standards for Basic Education.

  20. Procurement risk management practices and supply chain performance among mobile phone service providers in Kenya

    Directory of Open Access Journals (Sweden)

    Emily Adhiambo Okonjo

    2016-02-01

    Full Text Available The aim of this study was to establish the relationship between procurement risk management practices and supply chain performance among mobile phone service providers in Kenya. The study specifically set out to establish the extent to which mobile phone service providers have implemented procurement risk management practices and to determine the relationship between procurement risk management practices and supply chain performance. The study adopted a descriptive study design by collecting data from the four (4 mobile telecommunication companies in Kenya using a self-administered questionnaire. Means, standard deviation, and regression analysis were used to analyze the data collected. The study established that most of the mobile phone service providers in Kenya had implemented procurement risk management practices. It was also clear that there was a very significant relationship between procurement risk management practices and supply chain performance.

  1. Management commitment to service quality, job embeddedness, and performance outcomes: A study of hotel employees in Romania

    OpenAIRE

    Cojocaru, Georgiana

    2011-01-01

    ABSTRACT: The purpose of this thesis is to develop and test a conceptual model that examines the relationships among management commitment to service quality, job embeddedness, and performance outcomes. Training, empowerment, and rewards are the indicators of management commitment to service quality. Service recovery performance and extra-role customer service are the performance variables. The aforementioned relationships were tested via data obtained from employees in the four- and f...

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

    Science.gov (United States)

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

    2008-01-01

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

  3. A Fast Optimization Method for Reliability and Performance of Cloud Services Composition Application

    Directory of Open Access Journals (Sweden)

    Zhao Wu

    2013-01-01

    Full Text Available At present the cloud computing is one of the newest trends of distributed computation, which is propelling another important revolution of software industry. The cloud services composition is one of the key techniques in software development. The optimization for reliability and performance of cloud services composition application, which is a typical stochastic optimization problem, is confronted with severe challenges due to its randomness and long transaction, as well as the characteristics of the cloud computing resources such as openness and dynamic. The traditional reliability and performance optimization techniques, for example, Markov model and state space analysis and so forth, have some defects such as being too time consuming and easy to cause state space explosion and unsatisfied the assumptions of component execution independence. To overcome these defects, we propose a fast optimization method for reliability and performance of cloud services composition application based on universal generating function and genetic algorithm in this paper. At first, a reliability and performance model for cloud service composition application based on the multiple state system theory is presented. Then the reliability and performance definition based on universal generating function is proposed. Based on this, a fast reliability and performance optimization algorithm is presented. In the end, the illustrative examples are given.

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

    Science.gov (United States)

    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. Copyright © 2014. Published by Elsevier B.V.

  5. The impacts of network competence, knowledge sharing on service innovation performance: Moderating role of relationship quality

    Directory of Open Access Journals (Sweden)

    Zaoquan Jian

    2013-03-01

    Full Text Available Purpose: To examine how network competence, knowledge sharing and relationship quality affect service innovation performanceDesign/methodology/approach: Empirical ResearchFindings: 1 Both enterprise’s network competence and knowledge sharing have distinct positive impact on SIP; (2 Knowledge sharing partially mediates the effect of network competence on SIP. (3 Relationship quality positively moderates the effect of network competence on knowledge sharing, and the effect of knowledge sharing on SIP. (4 Relationship quality does not positively moderate the effect of network competence on SIP.Originality/value: This study has enriched current understanding of the relationship among network competence, knowledge sharing, relationship quality and service innovation performance.

  6. Performance of multi-service system with retrials due to blocking and called-party-busy

    DEFF Research Database (Denmark)

    Stepanov, S.N.; Kokina, O.A.; Iversen, Villy Bæk

    2008-01-01

    In this paper we construct a model of a multi-service system with an arbitrary number of bandwidth flow demands, taking into account retrials due to both blocking along the route and to called-party-busy. An approximate algorithm for estimation of key performance measures is proposed, and the pro......In this paper we construct a model of a multi-service system with an arbitrary number of bandwidth flow demands, taking into account retrials due to both blocking along the route and to called-party-busy. An approximate algorithm for estimation of key performance measures is proposed...

  7. A service based estimation method for MPSoC performance modelling

    DEFF Research Database (Denmark)

    Tranberg-Hansen, Anders Sejer; Madsen, Jan; Jensen, Bjørn Sand

    2008-01-01

    This paper presents an abstract service based estimation method for MPSoC performance modelling which allows fast, cycle accurate design space exploration of complex architectures including multi processor configurations at a very early stage in the design phase. The modelling method uses a service...... oriented model of computation based on Hierarchical Colored Petri Nets and allows the modelling of both software and hardware in one unified model. To illustrate the potential of the method, a small MPSoC system, developed at Bang & Olufsen ICEpower a/s, is modelled and performance estimates are produced...

  8. Using DEMATEL approach to develop relationships of performance indicators on sustainable service only supply chain performance measurement

    Science.gov (United States)

    Leksono, EB; Suparno; Vanany, I.

    2018-04-01

    Service only supply chain (SOSC) concept is service supply chain (SSC) implementation on pure services. The globalization and stakeholder pressure makes operation of SSC should give the attention to the environment effect, community, economic and intangibility assets. SOSC performance measurement (SOSCPM) may be developed for measuring of performance for sustainability aspects and intangibility assets to meet customer satisfaction. This article discusses sustainable SOSCPM based on balanced scorecard (BSC), include sustainability aspects, intangibility and relations between perspectives and indicators. From literature review, it is found 34 performance indicators that must be confirm to expert and SC actors by survey. From survey validation using weighted average and level of consensus, it is found 29 valid indicators for processed by DEMATEL. From DEMATEL, it is found 26 indicators can be used on sustainable SOSCPM. Furthermore, innovation and growth perspective most influence to other, and customer perspective most important. Intangibility indicators incorporated on innovation and growth perspective very related with human resources. Finally, relations between perspectives and indicator used to design of BSC strategy maps.

  9. Information Technology Managerial Capabilities and Customer Service Performance Among Insurance Firms in Nigeria

    Directory of Open Access Journals (Sweden)

    Sunday Adekunle Aduloju

    2014-12-01

    Full Text Available The potential of information technology (IT as an enabler of customer service process continues to generate interest, which is reflected in the large number of IT-related studies. In spite of the significant progress made in this area, research findings have been mixed and inconsistent. Also, the underlying mechanisms by which IT can affect customer service process remain underexamined. The aim of this study was to find out whether IT investments and IT managerial capabilities can account for variations in customer service performance among insurance companies in Nigeria. Using survey research design, the three formulated hypotheses were tested with data gathered from 402 staff at the managerial level drawn from the selected insurance companies in Nigeria, which have been among the largest investors in IT, and where customer service is widely perceived as strategically important. Responses were analyzed using linear regression. A major finding of this study is that IT is a necessary, but not sufficient, condition for sustainable competitive advantage in customer service. Results show that the interaction of IT investments and tacit, path-dependent, and firm-specific IT managerial capabilities significantly explains variations in customer service performance. Consequently, this study recommends that to realize IT-business value, investments in IT should be accompanied by building and developing IT managerial capabilities.

  10. Improving student satisfaction of Andalas University Dormitory through Service Quality and Importance Performance Analysis

    Science.gov (United States)

    Putri, Nilda Tri; Anggraini, Larisa

    2018-03-01

    Residential satisfaction of university dormitories serve as one of the significant aspects in the framework of sustainability in higher education. This research investigated the quality of dormitory services in Andalas University Dormitory based on student’s satisfaction. According to management residential, the enrollment of residential student has increased gradually in Andalas University. In 2016, capacity of residential student is 1686, but only 1081 students can stay at dormitory because some rooms in bad condition. There are a lot of problems and complaints regarding dormitory’s service quality i.e water problems, leaky rooms and bathrooms, cleanliness and inadequate facilities in residential college. In addition, there are 20% of last year student’s residential check out before the time of contract runs out. The aim of this research are understanding the level of GAP exists between expectation and perception students’ residential in the content of service quality and evaluating the improvement priority services using Importance Performance Analysis. This study is measuring service quality by using Responsiveness, Assurance, Empathy, Reliability and Tangible dimension. A negative GAP indicates that the actual services are than what was expected and the GAP is highlighted area for improvement. Based on IPA, management should improve this following dimension services : responsiveness, tangible and assurance dimension.

  11. Application of Value Engineering to Improve upon Customer Services Performance in Mazandaran Water and Sewage Company

    Directory of Open Access Journals (Sweden)

    Reza Tavakkoli-Mogahddam

    2007-06-01

    Full Text Available Over the course of producing and marketing goods and services, it appears that industry faces a new challenge in which information and science form the basis for any organizational movement. In this regard, the competitive preference of the organization concentrates on customer and value creation in the organization. Value engineering recognizes product/service functions and produces those with the maximum value at the lowest cost without the loss of production or service quality and safety. In this paper, using value engineering based on the international job plan of the SAVE (Society of American Value Engineering, various alternatives are proposed to improve upon the performance of Customer Services of Water and Sewage Co. The results indicate possible savings of about 714 Million Rials for the water authority in the city of Sari and 4860 Million Rials across Mazandaran Province.

  12. Evaluation of Service Quality in Brewery Using Importance-Performance Analysis

    Directory of Open Access Journals (Sweden)

    Ingaldi Manuela

    2016-03-01

    Full Text Available Because of its specificity, service quality is difficult to assess, especially since there is no materiality in it, it cannot be seen. Usually the gap between the expectations of customer and their perceptions in relation to a particular service is observed. This article aim is to evaluate the quality of catering services offered by one of the breweries (restaurant in Silesia. The importance-performance analysis, which is often underestimated, was used in order to show its advantages. The survey was conducted among 137 customers of the selected brewery in Czestochowa. The average values of evaluations of all individual questions from both parts of survey were calculated. Then, average values for the pair of statements (performance; importance were placed in the importance-performance map. The analysis revealed that the service quality of the research brewery is placed in quadrant II, i.e. the area of reasonable property of needs. This means that the improvement of service quality is not necessary.

  13. Applying Service Performance Guarantees to Reduce Risk Perception in the Purchase and Consumption of Higher Education

    Directory of Open Access Journals (Sweden)

    Nooraini Mohamad Sheriff

    2006-12-01

    Full Text Available The intangible nature of education is one contributor to consumers’ perception of risk prior to their purchase and consumption. This risk includes: functional risk, financial risk, temporal risk, physical risk, psychological risk and social risk. The presence of these risks often makes consumer evaluation prior to purchase and consumption difficult. Invoking a service guarantee is a platform available to enable higher educational institutions to minimize such risk perception so as to induce purchase. Specifically, service guarantee for higher education entails the application of teaching performance guarantee. This form of guarantee focuses on two important customer groups of higher educational institutions namely, students and faculty members, and focuses only on a specific performance aspect such as instructor’s performance. Thus, if students are dissatisfied with an instructor’s performance they are entitled to receive their money back. The imposition of such a teaching performance guarantee would implicate instructor’s accountability for certain aspects of their performance. It also establishes a mechanism to solicit feedback to better understand why and how instructors fail. Consequently, service performance guarantee creates a high level of customer focus and signals instructors’ care towards students

  14. Effects of dimensional size and surface roughness on service performance for a micro Laval nozzle

    International Nuclear Information System (INIS)

    Cai, Yukui; Liu, Zhanqiang; Shi, Zhenyu

    2017-01-01

    Nozzles with large and small dimensions are widely used in various industries. The main objective of this research is to investigate the effects of dimensional size and surface roughness on the service performance of a micro Laval nozzle. The variation of nozzle service performance from the conventional macro to micro scale is presented in this paper. This shows that the dimensional nozzle size has a serious effect on the nozzle gas flow friction. With the decrease of nozzle size, the velocity performance and thrust performance deteriorate. The micro nozzle performance has less sensitivity to the variation of surface roughness than the large scale nozzle does. Surface quality improvement and burr prevention technologies are proposed to reduce the friction effect on the micro nozzle performance. A novel process is then developed to control and depress the burr generation during micro nozzle machining. The polymethyl-methacrylate as a coating material is coated on the rough machined surface before finish machining. Finally, the micro nozzle with a throat diameter of 1 mm is machined successfully. Thrust test results show that the implement and application of this machining process benefit the service performance improvement of the micro nozzle. (paper)

  15. Assessing the Sustainability Performance of Urban Plans based on Ecosystem Services

    Science.gov (United States)

    Menteşe, E. Y.; Tezer, A.

    2017-12-01

    Aiming at efficient and mindful use of natural resources while enabling social cohesion and economic development; sustainable development is one of the most emerging phenomenon in last decade. In this regard, role of urban development is critical by means of achieving sustainability since more than half of the world's population lives in cities. However, there is no solid and widely accepted approach for sustainability assessment in land use planning because there is not enough evidence on the relation between land use plans and environmental sustainability. With the basic aim of setting up relation between environmental sustainability and urban plans, this study utilizes ecosystem services phenomenon to define sustainability performance of a land use plan. Since ecosystem services can easily be related with land cover and land use they can be used as an efficient tool to act as indicators of sustainability. Meanwhile, while urban plans can provide ecosystem services and their level of service provision can be quantified, this is not solely enough for understanding its sustainability. Because it is also known that a land use plan mostly has negative impact on sustainability. Hence, this study embraces land use plans as a source of ecosystem services and environmental impacts. The difference between these entities are assumed to be the sustainability performance of a plan. The analysis relies on four parameters: ecosystem service capacity (environmental impact capacity), areal quantity of a land cover / use function, fragmantation level of the land use / cover and weight of ecosystem services / environmental impacts. Lastly, this approach is adopted for Istanbul's environmental master plan of 2009 and actual land cover of the same period. By calculating both data's environmental performance, the change of sustainability level sourced from environmental plan is analyzed.

  16. An Evaluation of the Performance Diagnostic Checklist-Human Services to Assess an Employee Performance Problem in a Center-Based Autism Treatment Facility

    Science.gov (United States)

    Ditzian, Kyle; Wilder, David A.; King, Allison; Tanz, Jeanine

    2015-01-01

    The Performance Diagnostic Checklist-Human Services (PDC-HS) is an informant-based tool designed to assess the environmental variables that contribute to poor employee performance in human services settings. We administered the PDC-HS to 3 supervisors to assess the variables that contributed to poor performance by 4 staff members when securing…

  17. How does public service motivation among teachers affect student performance in schools?

    DEFF Research Database (Denmark)

    Andersen, Lotte Bøgh; Heinesen, Eskil; HolmPedersen, Lene

    2014-01-01

    using an objective outcome measure (the students' academic performance in their final examinations). Combining survey data and administrative register data in a multilevel data set, we are able to control very robustly for the specific characteristics of the students (n = 5,631), the schools (n = 85......The literature expects public service motivation (PSM) to affect performance, but most of the existing studies of this relationship use subjective performance data and focus on output rather than outcome. This article investigates the association between PSM and the performance of Danish teachers...

  18. High-performance web services for querying gene and variant annotation.

    Science.gov (United States)

    Xin, Jiwen; Mark, Adam; Afrasiabi, Cyrus; Tsueng, Ginger; Juchler, Moritz; Gopal, Nikhil; Stupp, Gregory S; Putman, Timothy E; Ainscough, Benjamin J; Griffith, Obi L; Torkamani, Ali; Whetzel, Patricia L; Mungall, Christopher J; Mooney, Sean D; Su, Andrew I; Wu, Chunlei

    2016-05-06

    Efficient tools for data management and integration are essential for many aspects of high-throughput biology. In particular, annotations of genes and human genetic variants are commonly used but highly fragmented across many resources. Here, we describe MyGene.info and MyVariant.info, high-performance web services for querying gene and variant annotation information. These web services are currently accessed more than three million times permonth. They also demonstrate a generalizable cloud-based model for organizing and querying biological annotation information. MyGene.info and MyVariant.info are provided as high-performance web services, accessible at http://mygene.info and http://myvariant.info . Both are offered free of charge to the research community.

  19. Simulating the service life performance of an inspected group of jacket-type structures

    DEFF Research Database (Denmark)

    Schneider, Ronald; Thöns, Sebastian; Rogge, Andreas

    2017-01-01

    and risk. We intend to adopt this approach to optimize inspection, monitoring and repair activities for offshore wind park support structures. As a first step, we simulate – in analogy to an offshore wind park – the service life performance of an inspected group of jacket-type frames. The performance......A novel method for risk-based optimization of inspection and repair strategies for deteriorating structural systems has recently been proposed. The method defines heuristics at the system level to reduce the number of possible strategies. For each defined strategy, it computes the updated system...... failure probability conditional on simulated inspection and repair histories, and evaluates the associated costs and risk. The expected total service life costs and risk for a strategy are finally determined using Monte Carlo simulation. The optimal strategy minimizes the expected total service life costs...

  20. Performance analysis of Brazilian highways under concession through the capacity and level of service

    Energy Technology Data Exchange (ETDEWEB)

    Silveira Santos, T.; Martins Ribeiro, P.C.

    2016-07-01

    This paper proposes the development of a methodology to analyze the performance of highways under concession through the capacity and level of service, with special attention to Brazilian highways. The trajectory of transport infrastructure provision in Brazil and its performance assessment framework are mentioned, as well as an approach of the level of service concept and the Highway Capacity Manual (HCM). An inventory of the highway with the necessary data to the model is proposed. This database should incorporate information from multiple data sources and its use will be important for the processing and compilation of raw data in order to structure a full informational basis. Then, it is developed a method for segmentation of homogeneous road sections, as conceptualized by HCM, and proposed a way of level of service measurement. Finally, there are analysis of the use of HCM in some highways concession programs in Brazil. (Author)

  1. Is There Time Enough? Temporal Resources and Service Performance in the Danish Home Care Sector

    Directory of Open Access Journals (Sweden)

    Pernille Tufte

    2013-05-01

    Full Text Available Reflecting on the temporal conditions of home care work, care workers are fairly critical, stressing that time frames are inflexible and time is limited and occasionally insufficient, altogether constituting a time pressure in work performance. Besides from the immediate consequences of time scarcity in the daily work performance, care workers relate the issue of time to a more fundamental discussion of what the performance of care does and should entail. The purpose of the article is to examine care workers’ perceptions of the temporal conditions of care work, investigating how time pressure constitutes a challenge to care workers’ own sense and valuation of their work. The article is informed by two theoretical perspectives: standardization of care services and performance of care work in private homes. Empirically, the article examines how care workers perceive the relations between the temporal framing and the possibilities to perform care work. Methodologically, the article is based on qualitative data, collected through focus group interviews and participant observation, and analyzed within the perspective of reflexive interpretation, using grounded theory method and hermeneutic approaches of analysis. A central focus of analysis is the concept of “additional care services.” The use of the concept reflects different understandings of care. Relying on the logic of standardization, managers articulate additional services as definite items, which could (and should be left out of the performance of care work. Care workers do, however, not accept this notion. Relying on their experience of work, they perceive additional services as an ambiguous concept, which recognizes the multiple character of care work. Conclusions are that time scarcity constitutes a pressure on work performance as a whole, reducing care workers’ flexibility, challenging their authority, but still keeping them in a position of responsibility. Ultimately, the

  2. 77 FR 64521 - Updated OGE Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-10-22

    ... Ethics, Environmental Protection Agency; Melinda Loftin, Director of Interior Ethics Office, Department... OFFICE OF GOVERNMENT ETHICS Updated OGE Senior Executive Service Performance Review Board AGENCY: Office of Government Ethics (OGE). ACTION: Notice. SUMMARY: Notice is hereby given of the appointment of...

  3. Is There Time Enough? Temporal Resources and Service Performance in the Danish Home Care Sector

    DEFF Research Database (Denmark)

    Tufte, Pernille

    2013-01-01

    constitutes a challenge to care workers’ own sense and valuation of their work. The article is informed by two theoretical perspectives: standardization of care services and performance of care work in private homes. Empirically, the article examines how care workers perceive the relations between...

  4. INFORMATION TECHNOLOGY AND THE COMPANY PERFORMANCE IN THE SECTOR OF SERVICES

    Directory of Open Access Journals (Sweden)

    BOZGA LIVIU

    2015-06-01

    Full Text Available Presently, the weight of services sector is increasing in all economies and represents the main element of the gross domestic product in the developed countries. Consequently, in the last decennia, this sector captured the interest of researchers, both in academic and business media. Information Technology (IT represents one of the most dynamic factors contributing to the technical progress in the design, process and supply of all categories of services. The theoretical and practical investigations already demonstrated the potential of the Information Systems adoption and implementation, to improve the organization performances (efficiency, productivity, organization competitiveness and development etc.. However, this potential is not always fully valued. The best performances could be achieved when the IT investments are aligned with internal capabilities and organizational processes within company strategy. The aim of this contribution is to review main published studies investigating the direct and indirect potential effects of IT on company performance in the service sector. There are also addressed issues regarding the measurement difficulties of the IT impacts on organization performance and the limitations generated by the service diversity and the fast dynamics of their market.

  5. A Survey of the Duties and Job Performance of Student Assistants in Access Services

    Science.gov (United States)

    Tolppanen, Bradley P.; Derr, Janice

    2009-01-01

    The results of a recently conducted Web-based survey of Access Services department supervisors are presented in this article. The survey, which was completed by 94 respondents, identified 19 core tasks completed by student assistants and further found a high overall approval of student assistant job performance. The information generated by the…

  6. Performance of safety management systems in Spanish food service establishments in view of their context characteristics

    NARCIS (Netherlands)

    Luning, P.A.; Chinchilla, A.C.; Jacxsens, L.; Kirezieva, K.K.; Rovira, J.

    2013-01-01

    Food service establishments (FSE) operate under restricted technological and organisational circumstances, making them susceptible to food safety problems as reported frequently. Aim of this study was to get insight in Food Safety Management System (FSMS) performance in different types of FSE in

  7. The Performance of a Second Generation Service Discovery Protocol In Response to Message Loss

    NARCIS (Netherlands)

    Sundramoorthy, V.; van de Glind, G.J.; Hartel, Pieter H.; Scholten, Johan

    We analyze the behavior of FRODO, a second generation service discovery protocol, in response to message loss in the network. Earlier protocols, like UPnP and Jini rely on underlying network layers to enhance their failure recovery. A comparison with UPnP and Jini shows that FRODO performs more

  8. The Performance of a Second Generation Service Discovery Protocol In Response to Message Loss

    NARCIS (Netherlands)

    Sundramoorthy, V.; van de Glind, G.J.; Hartel, Pieter H.; Scholten, Johan

    We analyze the behavior of FRODO, a second generation service discovery protocol, in response to message loss in the network. First generation protocols, like UPnP and Jini rely on underlying network layers to enhance their failure recovery. A comparison with UPnP and Jini shows that FRODO performs

  9. Performance Evaluation of a Cluster-Based Service Discovery Protocol for Heterogeneous Wireless Sensor Networks

    NARCIS (Netherlands)

    Marin Perianu, Raluca; Scholten, Johan; Havinga, Paul J.M.; Hartel, Pieter H.

    2006-01-01

    Abstract—This paper evaluates the performance in terms of resource consumption of a service discovery protocol proposed for heterogeneous Wireless Sensor Networks (WSNs). The protocol is based on a clustering structure, which facilitates the construction of a distributed directory. Nodes with higher

  10. Reliability assessment of serviceability performance of braced retaining walls using a neural network approach

    Science.gov (United States)

    Goh, A. T. C.; Kulhawy, F. H.

    2005-05-01

    In urban environments, one major concern with deep excavations in soft clay is the potentially large ground deformations in and around the excavation. Excessive movements can damage adjacent buildings and utilities. There are many uncertainties associated with the calculation of the ultimate or serviceability performance of a braced excavation system. These include the variabilities of the loadings, geotechnical soil properties, and engineering and geometrical properties of the wall. A risk-based approach to serviceability performance failure is necessary to incorporate systematically the uncertainties associated with the various design parameters. This paper demonstrates the use of an integrated neural network-reliability method to assess the risk of serviceability failure through the calculation of the reliability index. By first performing a series of parametric studies using the finite element method and then approximating the non-linear limit state surface (the boundary separating the safe and failure domains) through a neural network model, the reliability index can be determined with the aid of a spreadsheet. Two illustrative examples are presented to show how the serviceability performance for braced excavation problems can be assessed using the reliability index.

  11. Linking employee confidence to performance: a study of self-managing service teams

    NARCIS (Netherlands)

    Jong, de A.; Ruyter, de J.C.; Wetzels, M.G.M.

    2006-01-01

    The increasing implementation of self-managing teams (SMTs) in service delivery suggests the importance of developing confidence beliefs about a team's collective competence. This research examined causality in the linkage between employee confidence beliefs and performance for boundary-spanning

  12. 76 FR 17762 - Regulations Governing the Performance of Actuarial Services Under the Employee Retirement Income...

    Science.gov (United States)

    2011-03-31

    ... receipt of a bachelor's or higher degree in either actuarial mathematics or another area which include at..., actuarial mathematics, and other areas determined by the Joint Board. These regulations provide that an... Governing the Performance of Actuarial Services Under the Employee Retirement Income Security Act of 1974...

  13. Use of performance indicators to assess the solid waste management of health services.

    Science.gov (United States)

    Assis, Mayara C; Gomes, Vanielle A P; Balista, Wagner C; Freitas, Rodrigo R DE

    2017-01-01

    Modern society faces serious challenges, among them, the complexity of environmental problems. Thus, there are several possible sources of environmental degradation, however, the waste produced by health services have an important peculiarity due to its toxic or pathogenic characteristics, since when managed improperly provide also health risk public. The involvement of solid waste from healthcare services environmental impact integrates matters a little more complex, because in addition to environmental health, they also interfere with the healthiness of environments that generate, with the consequences of nosocomial infections, occupational health and public. Thus, the management has become an urgent need, especially when we see no use of performance indicators management in healthcare environments in the city of São Mateus, ES. For this, we used the Analytic Hierarchy Process Method to prioritize such indicators as the potential improvement in health services waste management process - WHS and thus environmental analysis was performed with the use of a template for SWOT analysis. The results showed that the performance indicator training strategies developed with employees has the greatest potential to assist in improvements in WHS (Health Services Waste) management process followed indicator knowledge of the regulations associated with procedures performed by employees and importance of biosafety regulations.

  14. 78 FR 77571 - Fees for Certification Services and Approvals Performed Outside the United States; Technical...

    Science.gov (United States)

    2013-12-24

    ...-27043; Amdt. No. 61-132] RIN 2120-AI77 Fees for Certification Services and Approvals Performed Outside..., 2007 (72 FR 18556). In that rule, the FAA amended its regulations to revise the fee requirement for... direct final rule revising the fee requirement of 14 CFR 61.13 for the issuance of an airman certificate...

  15. 75 FR 59800 - Senior Executive Service; Public Debt Performance Review Board (PRB)

    Science.gov (United States)

    2010-09-28

    ... Notice is effective on September 28, 2010. FOR FURTHER INFORMATION CONTACT: Angela Jones, Director, Human Resources Division, Office of Management Services, BPD, (304) 480-8949. SUPPLEMENTARY INFORMATION: Pursuant... reviews the performance appraisals of career senior executives who are below the level of Assistant...

  16. Use of performance indicators to assess the solid waste management of health services

    Directory of Open Access Journals (Sweden)

    MAYARA C. ASSIS

    2017-10-01

    Full Text Available ABSTRACT Modern society faces serious challenges, among them, the complexity of environmental problems. Thus, there are several possible sources of environmental degradation, however, the waste produced by health services have an important peculiarity due to its toxic or pathogenic characteristics, since when managed improperly provide also health risk public. The involvement of solid waste from healthcare services environmental impact integrates matters a little more complex, because in addition to environmental health, they also interfere with the healthiness of environments that generate, with the consequences of nosocomial infections, occupational health and public. Thus, the management has become an urgent need, especially when we see no use of performance indicators management in healthcare environments in the city of São Mateus, ES. For this, we used the Analytic Hierarchy Process Method to prioritize such indicators as the potential improvement in health services waste management process - WHS and thus environmental analysis was performed with the use of a template for SWOT analysis. The results showed that the performance indicator training strategies developed with employees has the greatest potential to assist in improvements in WHS (Health Services Waste management process followed indicator knowledge of the regulations associated with procedures performed by employees and importance of biosafety regulations.

  17. Introducing Problem-Based Learning to Undergraduate IT Service Management Course: Student Satisfaction and Work Performance

    Science.gov (United States)

    Anicic, Katarina Pažur; Mekovec, Renata

    2016-01-01

    This paper describes the implementation of problem-based learning (PBL) principles in an undergraduate IT service management course, followed by the results about student satisfaction and work performance. The results indicate the students' general satisfaction with the course implementation, as well as some challenges regarding the…

  18. Health services research related to performance indicators and benchmarking in Europe

    NARCIS (Netherlands)

    Klazinga, Niek; Fischer, Claudia; ten Asbroek, Augustinus

    2011-01-01

    Measuring quality of care through performance indicators and subsequently using these to compare, learn, and improve (benchmarking) has become a central component of health care policy. This paper aims to identify the main themes of health services research in this area and focuses on opportunities

  19. 75 FR 60864 - Senior Executive Service Combined Performance Review Board (PRB)

    Science.gov (United States)

    2010-10-01

    ... DEPARTMENT OF THE TREASURY United States Mint Senior Executive Service Combined Performance Review Board (PRB) AGENCY: United States Mint, Department of the Treasury. ACTION: Notice. SUMMARY: Pursuant to... career senior executives below the level of bureau head and principal deputy in the bureaus, except for...

  20. PENGARUH GUIDE PERFORMANCE DAN QUALITY TOURISM SERVICE TERHADAP REVISIT INTENTION DI KEBUN RAYA BOGOR

    Directory of Open Access Journals (Sweden)

    Rian Andriani

    2016-11-01

    ABSTRACT Bogor Botanical Gardens is one of tourist destination in Bogor City, West Java, which the geographical in a strategic location between two big cities, Jakarta and Bandung. This location factor is can become an opportunity for Bogor Botanical Gardens to become a favorite tourist destination in Bogor City. Guide Performance and Quality Tourism Service is one of part of the tourism, so the researcher focus to Guide Performance and Quality Tourism Service To Revisit Intention in Bogor Botanical Gardens. In this research, the researcher used quantitative methode with descriptive verificative. The researcher used 100 respondent for a sample. In this research, the researcher used multiple linier regresion analysis with hypotesis test used determination coefficient test and F test. The classical assumption of this research is used normality test, multicollinearity test, heteroskedastisitas test and auto correlation test. In this research, the Guide Performance and Quality Tourism Service factors has an influence 33,2% of Revisit Intention in Bogor Botanical Garden. Keywords: Guide Performance, Quality Tourism Service and Revisit Intention

  1. E- Service Quality, Ease of Use, Usability and Enjoyment as Antecedents of E-CRM Performance: An Empirical Investigation in Jordan Mobile Phone Services

    Directory of Open Access Journals (Sweden)

    Khalid Al-Momani

    2012-01-01

    Full Text Available Electronic Customer relationship management performance E-CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of E-CRM performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researchers to investigate ease of use, usability, enjoyment and e- service quality as antecedents of electronic customer relationship management performance in mobile phone services industry. 488 questionnaires have returned and analyzed. Four factors been tested to investigate the relationship with E-CRM performance. The analysis shown that e- service quality, ease of use and usability was positively significant towards E-CRM performance. Enjoyment has failed to predict E-CRM performance. This paper makes a theoretical and methodological contribution and suggestion for the managers in improving their E-CRM performance in mobile phone service industry. Key words: E-customer relationship management performance, Mobile Phone Services, e- service quality, ease of use, enjoyment and usability.Key words: relationship management, CRM

  2. The Impact of Comprehensive School Nursing Services on Students' Academic Performance.

    Science.gov (United States)

    Kocoglu, Deniz; Emiroglu, Oya Nuran

    2017-03-01

    Introduction: School nursing services should be evaluated through health and academic outcomes of students; however, it is observed that the number of studies in this field is limited. The aim of this study is to evaluate the impact of comprehensive school nursing services provided to 4th grade primary school students on academic performance of students. Methods: The quasi-experimental study was conducted with 31 students attending a randomly selected school in economic disadvantaged area in Turky. Correlation analysis, repeated measures analyses of variance, multiple regression analysis were used to analyze the data with SPSS software. Results: At the end of school nursing practices, an increase was occurred in students' academic achievement grades whereas a decrease was occurred in absenteeism and academic procrastination behaviors. Whilst it was determined that nursing interventions including treatment/ procedure and surveillance was associated to the decrease of absenteeism, it also was discovered that the change in the health status of the student after nursing interventions was related to the increase of the academic achievement grade and the decrease of the academic procrastination behavior score. Conclusion: In this study, the conclusion that comprehensive school nursing services contributed positively to the academic performance of students has been reached. In addition, it can be suggested that effective school nursing services should include services such as acute-chronic disease treatment, first aid, health screening, health improvement-protection, health education, guidance and counseling and case management.

  3. The Impact of Comprehensive School Nursing Services on Students' Academic Performance

    Directory of Open Access Journals (Sweden)

    Deniz Kocoglu

    2017-03-01

    Full Text Available Introduction: School nursing services should be evaluated through health and academic outcomes of students; however, it is observed that the number of studies in this field is limited. The aim of this study is to evaluate the impact of comprehensive school nursing services provided to 4th grade primary school students on academic performance of students. Methods: The quasi-experimental study was conducted with 31 students attending a randomly selected school in economic disadvantaged area in Turky. Correlation analysis, repeated measures analyses of variance, multiple regression analysis were used to analyze the data with SPSS software. Results: At the end of school nursing practices, an increase was occurred in students’ academic achievement grades whereas a decrease was occurred in absenteeism and academic procrastination behaviors. Whilst it was determined that nursing interventions including treatment/ procedure and surveillance was associated to the decrease of absenteeism, it also was discovered that the change in the health status of the student after nursing interventions was related to the increase of the academic achievement grade and the decrease of the academic procrastination behavior score. Conclusion: In this study, the conclusion that comprehensive school nursing services contributed positively to the academic performance of students has been reached. In addition, it can be suggested that effective school nursing services should include services such as acute-chronic disease treatment, first aid, health screening, health improvement-protection, health education, guidance and counseling and case management.

  4. How to construct a service quality index in performance based ratemaking

    Energy Technology Data Exchange (ETDEWEB)

    Alexander, B.R.

    1996-04-01

    Nothing will derail the movement to competition quicker than a falloff in service quality. During the uncertain transition to a more competitive electricity market, utility regulators should carry out their duty to ensure adequate service quality by adopting innovative performance tracking methods. Despite all the talk - and there is plenty of that - the restructuring of the electric utility industry is not yet upon us. But many state regulatory bodies - having already experienced restructuring in the telecommunications industry, in which many employed new regulatory models known under the rubric of performance-based regulation - are beginning to experiment with some form of PBR in the increasingly competitive electricity industry. PBR is usually undertaken on the assumption that, in a more competitive industry, a lighter regulatory hand coupled with the discipline of market competition will produce better results for both utility customers and shareholders. PBR, as an alternative to traditional base rate regulation, typically retains strict control over basic service rates for core customers, either by freezing prices or establishing a formula that restricts the utility`s ability to raise prices for these customer groups. The utilty is usually given significant pricing and marketing flexibility over more competitive services and the ability to retain earnings from these services. A hallmark of these alternative schemes is their multi-year nature: the utility is offered the opportunity to earn higher profits over, say, a two-to-five year period, in return for stricter regulatory controls on prices charged to core customers. The purpose of this article, based in large part on the telecommunications experience, is to describe why it is necessary to address customer service issues that are inherent in PBR and to provide the basic tools to create a customer service and reliability index that can be included in any alternative rate plan for a utilty.

  5. High-efficiency particulate air (HEPA) filter performance following service and radiation exposure

    International Nuclear Information System (INIS)

    Jones, L.R.

    1975-01-01

    Small HEPA filters were exposed to a 60 Co source with a radiation strength of 3 x 10 7 rads per hour and then exposed to steam--air mixtures at several times filter design flow, followed by extended exposure to steam and air at reduced flow. Additional filters were exposed to air flow in a reactor confinement system and then similarly tested with steam--air mixture flows. The test data and calculated effects of filter pluggage with moisture on confinement system performance following potential reactor accidents are described. Gamma radiation exposure impaired the performance of new filters only slightly and temporarily improved performance of service aged filters. Normal confinement system service significantly impaired filter performance although not sufficiently to prevent adequate performance of the SRP confinement system following an unlikely reactor accident. Calculations based on measured filter pluggage indicate that during an accident air flow could be reduced approximately 50 percent with service-degraded HEPA filters present, or approximately 10 percent with new filters damaged by the radiation exposure. (U.S.)

  6. An Evaluation of the Performance Diagnostic Checklist-Human Services (PDC-HS) Across Domains.

    Science.gov (United States)

    Wilder, David A; Lipschultz, Joshua; Gehrman, Chana

    2018-06-01

    The Performance Diagnostic Checklist-Human Services (PDC-HS) is an informant-based tool designed to assess the environmental variables that contribute to poor employee performance in human service settings. Although the PDC-HS has been shown to effectively identify variables contributing to problematic performance, interventions based on only two of the four PDC-HS domains have been evaluated to date. In addition, the extent to which PDC-HS-indicated interventions are more effective than nonindicated interventions for two domains remains unclear. In the current study, we administered the PDC-HS to supervisors to assess the variables contributing to infrequent teaching of verbal operants and use of a timer by therapists at a center-based autism treatment program. Each of the four PDC-HS domains was identified as contributing to poor performance for at least one therapist. We then evaluated PDC-HS-indicated interventions for each domain. In addition, to assess the predictive validity of the tool, we evaluated various nonindicated interventions prior to implementing a PDC-HS-indicated intervention for two of the four domains. Results suggest that the PDC-HS-indicated interventions were effective across all four domains and were more effective than the nonindicated interventions for the two domains for which they were evaluated. Results are discussed in terms of the utility of the PDC-HS to identify appropriate interventions to manage therapist performance in human service settings.

  7. What factors are associated with state performance on provision of transition services to CSHCN?

    Science.gov (United States)

    Kane, Debra J; Kasehagen, Laurin; Punyko, Judy; Carle, Adam C; Penziner, Andy; Thorson, Sarah

    2009-12-01

    To examine whether individual, condition-related, and system-related characteristics are associated with state performance (high, medium, low) on the provision of transition services to children with special health care needs (CSHCN). We conducted descriptive, bivariate, and multivariable analyses of 16876 children aged 12 to 17 years by using data from the 2005-2006 National Survey of Children With Special Health Care Needs. Polytomous logistic regression was used to compare the characteristics of CSHCN residing within high-, medium-, and low-performance states, with low-performance states serving as the reference group. Compared with non-Hispanic white CSHCN, Hispanic (adjusted odds ratio [aOR]: 0.25 [95% confidence interval (CI): 0.17-0.37]) and non-Hispanic black (aOR: 0.44 [95% CI: 0.30-0.62]) CSHCN were less likely to reside in a high-performance than in a low-performance state. Compared with CSHCN who had a medical home or adequate insurance coverage, CSHCN who did not have a medical home or adequate insurance coverage were less likely to reside in a high-performance than in a low-performance state (aOR: 0.73 [95% CI: 0.57-0.95]; aOR: 0.73 [95% CI: 0.58-0.93], respectively). Key factors found to be important in a state's performance on provision of transition services to CSHCN were race/ethnicity and having a medical home and adequate insurance coverage. Efforts to support the Maternal and Child Health Bureau's integration of system-level factors in quality-improvement activities, particularly establishing a medical home and attaining and maintaining adequate insurance, are likely to help states improve their performance on provision of transition services.

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

    Science.gov (United States)

    Caramanica, L; Maxwell, S; Curry, S

    2000-06-01

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

  9. Factors impacting on employee performance: A case study of the royal Swaziland police service

    Directory of Open Access Journals (Sweden)

    Nirmala Dorasamy

    2015-08-01

    Full Text Available The principal challenge for most organisations is to ensure that the performance of employees will result in the effectiveness and success of any organisation. The Royal Swaziland Police Service (RSPS, in order to differentiate itself from other organisations and ensure survival effectiveness and competitiveness, must render services of high quality. The key findings of the RSPS study suggest that the most positive factors of job satisfaction are receiving respect from the community and relations with colleagues, while the negative aspects are that salaries are not equal to effort put into the job and fear of victimization after voicing a personal opinion.

  10. Rural vs urban hospital performance in a 'competitive' public health service.

    Science.gov (United States)

    Garcia-Lacalle, Javier; Martin, Emilio

    2010-09-01

    In some western countries, market-driven reforms to improve efficiency and quality have harmed the performance of some hospitals, occasionally leading to their closure, mostly in rural areas. This paper seeks to explore whether these reforms affect urban and rural hospitals differently in a European health service. Rural and urban hospital performance is compared taking into account their efficiency and perceived quality. The study is focused on the Andalusian Health Service (SAS) in Spain, which has implemented a freedom of hospital choice policy and a reimbursement system based on hospital performance. Data Envelopment Analysis, the Mann-Whitney U test and Multidimensional Scaling techniques are conducted for two years, 2003 and 2006. The results show that rural and urban hospitals perform similarly in the efficiency dimension, whereas rural hospitals perform significantly better than urban hospitals in the patient satisfaction dimension. When the two dimensions are considered jointly, some rural hospitals are found to be the best performers. As such, market-driven reforms do not necessary result in a difference in the performance of rural and urban hospitals. Copyright 2010 Elsevier Ltd. All rights reserved.

  11. Personality as predictor of customer service centre agent performance in the banking industry: An exploratory study

    Directory of Open Access Journals (Sweden)

    Linda Blignaut

    2014-10-01

    Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version, including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC agents in the banking industry. Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified. Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89. Responses were analysed by means of quantitative techniques. Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction. Contribution: The study focuses attention on the importance of CSC agents’ performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment.

  12. Paediatric International Nursing Study: using person-centred key performance indicators to benchmark children's services.

    Science.gov (United States)

    McCance, Tanya; Wilson, Val; Kornman, Kelly

    2016-07-01

    The aim of the Paediatric International Nursing Study was to explore the utility of key performance indicators in developing person-centred practice across a range of services provided to sick children. The objective addressed in this paper was evaluating the use of these indicators to benchmark services internationally. This study builds on primary research, which produced indicators that were considered novel both in terms of their positive orientation and use in generating data that privileges the patient voice. This study extends this research through wider testing on an international platform within paediatrics. The overall methodological approach was a realistic evaluation used to evaluate the implementation of the key performance indicators, which combined an integrated development and evaluation methodology. The study involved children's wards/hospitals in Australia (six sites across three states) and Europe (seven sites across four countries). Qualitative and quantitative methods were used during the implementation process, however, this paper reports the quantitative data only, which used survey, observations and documentary review. The findings demonstrate the quality of care being delivered to children and their families across different international sites. The benchmarking does, however, highlight some differences between paediatric and general hospitals, and between the different key performance indicators across all the sites. The findings support the use of the key performance indicators as a novel method to benchmark services internationally. Whilst the data collected across 20 paediatric sites suggest services are more similar than different, benchmarking illuminates variations that encourage a critical dialogue about what works and why. The transferability of the key performance indicators and measurement framework across different settings has significant implications for practice. The findings offer an approach to benchmarking and celebrating

  13. Impact of performance-based financing on primary health care services in Haiti.

    Science.gov (United States)

    Zeng, Wu; Cros, Marion; Wright, Katherine D; Shepard, Donald S

    2013-09-01

    To strengthen Haiti's primary health care (PHC) system, the country first piloted performance-based financing (PBF) in 1999 and subsequently expanded the approach to most internationally funded non-government organizations. PBF complements support (training and technical assistance). This study evaluates (a) the separate impact of PBF and international support on PHC's service delivery; (b) the combined impact of PBF and technical assistance on PHC's service delivery; and (c) the costs of PBF implementation in Haiti. To minimize the risk of facilities neglecting potential non-incentivized services, the incentivized indicators were randomly chosen at the end of each year. We obtained quantities of key services from four departments for 217 health centres (15 with PBF and 202 without) from 2008 through 2010, computed quarterly growth rates and analysed the results using a difference-in-differences approach by comparing the growth of incentivized and non-incentivized services between PBF and non-PBF facilities. To interpret the statistical analyses, we also interviewed staff in four facilities. Whereas international support added 39% to base costs of PHC, incentive payments added only 6%. Support alone increased the quantities of PHC services over 3 years by 35% (2.7%/quarter). However, support plus incentives increased these amounts by 87% over 3 years (5.7%/quarter) compared with facilities with neither input. Incentives alone was associated with a net 39% increase over this period, and more than doubled the growth of services (P < 0.05). Interview findings found no adverse impacts and, in fact, indicated beneficial impacts on quality. Incentives proved to be a relatively inexpensive, well accepted and very effective complement to support, suggesting that a small amount of money, strategically used, can substantially improve PHC. Haiti's experience, after more than a decade of use, indicates that incentives are an effective tool to strengthen PHC.

  14. Instrumentation Of The CERN Accelerator Logging Service: Ensuring Performance, Scalability, Maintenance And Diagnostics

    CERN Document Server

    Roderick, C; Dinis Teixeira, D

    2011-01-01

    The CERN accelerator Logging Service currently holds more than 90 terabytes of data online, and processes approximately 450 gigabytes per day, via hundreds of data loading processes and data extraction requests. This service is mission-critical for day-to-day operations, especially with respect to the tracking of live data from the LHC beam and equipment. In order to effectively manage any service, the service provider’s goals should include knowing how the underlying systems are being used, in terms of: “Who is doing what, from where, using which applications and methods, and how long each action takes”. Armed with such information, it is then possible to: analyse and tune system performance over time; plan for scalability ahead of time; assess the impact of maintenance operations and infrastructure upgrades; diagnose past, on-going, or re-occurring problems. The Logging Service is based on Oracle DBMS and Application Servers, and Java technology, and is comprised of several layered and multi-tiered s...

  15. Guidelines for evaluating the environmental performance of Product/Service-Systems through life cycle assessment

    DEFF Research Database (Denmark)

    Kjær, Louise Laumann; Pigosso, Daniela C. A.; McAloone, Tim C.

    2018-01-01

    Product/Service-Systems (PSS) such as integrated solutions, performance-based contracts or sharing systems are often proposed as means to enable improved environmental sustainability. However, PSS are not necessarily environmentally benign compared to conventional systems. Quantitative environmen......Product/Service-Systems (PSS) such as integrated solutions, performance-based contracts or sharing systems are often proposed as means to enable improved environmental sustainability. However, PSS are not necessarily environmentally benign compared to conventional systems. Quantitative....... In this article, we propose a set of guidelines consisting of six steps, which elaborates the LCA process with respect to the specific consideration for PSS assessment. The guidelines were developed based on identified challenges for the application of LCA on PSS, a review of existing LCAs on PSS case studies...

  16. Optimization of NPP performance and service life in a competitive electricity market

    International Nuclear Information System (INIS)

    Gueorguiev, B.; Spielgelberg - Planner, R.

    2000-01-01

    This paper discusses how the competitive electricity market has influenced nuclear power plant operations, with a focus on optimisation of NPP performance and plant service life, and how the IAEA programme has addressed some of this issues. The definitions of Plant Life, Operational Life, Design Life and Periodical Safety Reviews are developed in the paper in order to differentiate between the terms and to show the significance in terms of Plant Life Management

  17. THE PRICING PERFORMANCE OF MARKET ADVISORY SERVICES IN CORN AND SOYBEANS OVER 1995-2000

    OpenAIRE

    Good, Darrel L.; Martines-Filho, Joao Gomes; Irwin, Scott H.

    2002-01-01

    The purpose of this research report is to evaluate the pricing performance of market advisory services for the 1995-2000 corn and soybean crops. Certain explicit assumptions are made to produce a consistent and comparable set of results across the different advisory programs. These assumptions are intended to accurately depict "real-world" marketing conditions. Several key assumptions are: i) with a few exceptions, the marketing window for a crop year runs from September before harvest throug...

  18. Conceptual Kinematic Design and Performance Evaluation of a Chameleon-Like Service Robot for Space Stations

    Directory of Open Access Journals (Sweden)

    Marco Ceccarelli

    2015-03-01

    Full Text Available In this paper a conceptual kinematic design of a chameleon-like robot with proper mobility capacity is presented for service applications in space stations as result of design considerations with biomimetic inspiration by looking at chameleons. Requirements and characteristics are discussed with the aim to identify design problems and operation features. A study of feasibility is described through performance evaluation by using simulations for a basic operation characterization.

  19. Pengaruh Organizational Citizenship Behavior pada Performance dengan Service Quality, Satisfaction dan Behavior Intention Sebagai Anteseden

    OpenAIRE

    Joko Suyono; Sinto Sunaryo

    2015-01-01

    The purpose of the study is to observe the influence of organizational citizen behavior to performance. Organizational citizen behavior is affected by three variables namely satisfaction, service quality and behavior intention. The study was conducted on 12 nurses, 128 patients, and 10 nursing supervisor at a private hospital in Surakarta, Jawa Tengah. Stratified random sampling technique was applied to determine the number of sample. The result was based on structural equation modeling (SEM)...

  20. Pengaruh Organizational Citizenship Behavior Pada Performance Dengan Service Quality, Satisfaction Dan Behavior Intention Sebagai Anteseden

    OpenAIRE

    Sinto Sunaryo, Joko Suyono dan

    2015-01-01

    The purpose of the study is to observe the influence of organizational citizen behavior to performance. Organizational citizen behavior is affected by three variables namely satisfaction, service quality and behavior intention. The study was conducted on 12 nurses, 128 patients, and 10 nursing supervisor at a private hospital in Surakarta, Jawa Tengah. Stratified random sampling technique was applied to determine the number of sample. The result was based on structural equation modeling (SEM)...

  1. The changing trend in marketing of financial services: an empirical study on bank performance in Nigeria

    Directory of Open Access Journals (Sweden)

    Abiodun Eniola Alao

    2014-07-01

    Full Text Available The long years of marketing practices in the Nigerian banking industry has recorded low level standards relative to global standard practice. The effect on the overall industry performance measurable basically in terms of customer satisfaction, customer loyalty and brand equity has been on the negativity. In some cases, banks overall performance level was never assessed based on customer orientation, value and other customer related measures rather on some quick financial indicators. This poor orientation towards marketing has rather become a forgone especially in the banking area of financial services in Nigeria. This study was therefore conducted to examine the changing trend towards embracing marketing philosophy and the extent of the banks’ performance level in response to changing expectations of customers. Theoretical issues relating marketing, customer philosophy, financial marketing, customer loyalty, satisfaction, and brand equity were explored to establish the key performance variables and the existing relationships amongst them. Empirical study was equally carried out with the use of questionnaire, administered on randomly selected banks’ customers and management staff. Data collected were analyzed on the basis of critical measures which include customer awareness, market sensitivity to financial delivery, customer profile and sophistication through the use of Spearman Rank Correlation Coefficient. The result among other things shows that there is a significant relationship between the new trend towards marketing orientation, financial services in the banking industry and performance level. Based on this study, we recommend improved marketing performance and training to enhance service delivery, customer satisfaction, and customer loyalty across all banks in the geographical places of the Nigerian financial markets.

  2. Performance concept through a Service-Dominant Logic in Tunisian manufacturing companies

    Directory of Open Access Journals (Sweden)

    Nejla Kerfai

    2016-06-01

    Full Text Available The purpose of this research is to discuss the meaning and the aims of transitions to Service-Dominant Logic (SDL concept especially in Tunisian manufacturing companies. It also aims to observe the performance perception, measurement and practices by these manufacturing companies. A literature review revealed that SDL share some ideas with other concepts such as corporate social responsibility, resource based view and product service system. Therefore a conceptual model of the transition to SDL in manufacturing companies was proposed. Then an interview-based study was employed to explore the extent of the SDL as well as the performance perception measurement and practices in the Tunisian manufacturing companies. An interview guideline was developed and used in the interviews across some of Tunisian companies. A qualitative data analysis revealed that the studied Tunisian manufacturing companies consider the performance as the combination of Quality-Cost-Time, they uses mostly technical and quality indicators and give importance to practices concerning quality management. The presented results are limited by the low response rate and the small sample size. Since the respondents belong to manufacturing companies, the research results could be only indicative of this type of companies. This research is an attempt to explore the service transitions that many manufacturing companies seek to undertake in order to contribute in the development of manufacturing companies’ networks to provide grounds to be more competitive and preferment.

  3. Impact of error management culture on knowledge performance in professional service firms

    Directory of Open Access Journals (Sweden)

    Tabea Scheel

    2014-01-01

    Full Text Available Knowledge is the most crucial resource of the 21st century. For professional service firms (PSFs, knowledge represents the input as well as the output, and thus the fundamental base for performance. As every organization, PSFs have to deal with errors – and how they do that indicates their error culture. Considering the positive potential of errors (e.g., innovation, error management culture is positively related to organizational performance. This longitudinal quantitative study investigates the impact of error management culture on knowledge performance in four waves. The study was conducted in 131 PSFs, i.e. tax accounting offices. As a standard quality management system (QMS was assumed to moderate the relationship between error management culture and knowledge performance, offices' ISO 9000 certification was assessed. Error management culture correlated positively with knowledge performance at a significant level and predicted knowledge performance one year later. While the ISO 9000 certification correlated positively with knowledge performance, its assumed moderation of the relationship between error management culture and knowledge performance was not consistent. The process-oriented QMS seems to function as facilitator for the more behavior-oriented error management culture. However, the benefit of ISO 9000 certification for tax accounting remains to be proven. Given the impact of error management culture on knowledge performance, PSFs should focus on actively promoting positive attitudes towards errors.

  4. Performance indicators for quality in surgical and laboratory services at Muhimbili National Hospital (MNH) in Tanzania.

    Science.gov (United States)

    Mbembati, Naboth A; Mwangu, Mugwira; Muhondwa, Eustace P Y; Leshabari, Melkizedek M

    2008-04-01

    Muhimbili National Hospital (MNH), a teaching and national referral hospital, is undergoing major reforms to improve the quality of health care. We performed a retrospective descriptive study using a set of performance indicators for the surgical and laboratory services of MNH in years 2001 and 2002, to help monitor and evaluate the impact of reforms on the quality of health care during and after the reform process. Hospital records were reviewed and information recorded for planned and postponed operations, laboratory equipment, reagents, laboratory tests and quality assurance programmes. In the year 2001 a total of 4332 non-emergency operations were planned, 3313 operations were performed and 1019 (23.5%) operations were postponed. In the year 2002, 4301 non-emergency operations were planned, 3046 were performed and 1255 (29%) were postponed. The most common reasons for operation postponement were "time-barred", interference by emergency operations, no show of patients and inoperable anaesthetic machines. Equipment problems and supply and staff shortages together accounted for one quarter of postponements. In the laboratory, a lack of equipment prevented some tests, but quality assurance was performed for most tests. Current surgical services at MNH are inadequate; operating theatres require modern, functioning equipment and adequate supplies of consumables to provide satisfactory care.

  5. Performance measurement of administration services using balance scorecard and Kano model

    Directory of Open Access Journals (Sweden)

    Abolfazl Danaei

    2014-04-01

    Full Text Available This paper performs a survey to measure the performance of an administration unit in Iran based on a popular technique of balance scorecard. The study also uses Kano model to prioritize various factors and to provide necessary recommendation to improve the performance of different units. The survey has indicated that while these offices do well in terms of financial figures as well as customer perspective, they perform poorly in terms of learning and growth. According to our survey, it is essential to use information technology in general service offices, properly. In addition, these administrative agencies need to use hardware and software packages, more efficiently and these two basic items have received much attraction.

  6. Proposed Performance Measures and Strategies for Implementation of the Fatigue Risk Management Guidelines for Emergency Medical Services

    Science.gov (United States)

    2018-01-11

    Background: Performance measures are a key component of implementation, dissemination, and evaluation of evidence-based guidelines (EBGs). We developed performance measures for Emergency Medical Services (EMS) stakeholders to enable the implementatio...

  7. A Customer’s Possibilities to Increase the Performance of a Service Provider by Adding Value and Deepening the Partnership in Facility Management Service

    Directory of Open Access Journals (Sweden)

    Sillanpää Elina

    2016-06-01

    Full Text Available Reliable and good suppliers are an important competitive advantage for a customer and that is why the development of suppliers, improvement of performance and enhancement of customership are also in the interest of the customer. The purpose of this study is to clarify a customer’s possibilities to increase the performance of a service provider and to develop the service process in FM services and thus help to improve partnership development. This research is a qualitative research. The research complements the existing generic model of supplier development towards partnership development by customer and clarifies the special features that facility management services bring to this model. The data has been gathered from interviews of customers and service providers in the facility management service sector. The result is a model of customers’ possibilities to develop the performance of service providers from the viewpoint of value addition and relationship development and in that way ensure added value to the customer and the development of a long-term relationship. The results can be beneficial to customers when they develop the cooperation between the customer and the service provider toward being more strategic and more partnership focused.

  8. Services

    International Nuclear Information System (INIS)

    Hardeman, F.

    1998-01-01

    The objectives of the services section is (1) to offer complete services in health-physics measurements according to international quality standards, (2) to improve continuously these measurement techniques and to follow up international recommendations and legislation concerning the surveillance of workers, (3) to support and advise nuclear and non-nuclear industry on problems of radioactive contamination. Achievements related to gamma spectrometry, whole-body counting, beta and alpha spectrometry, dosimetry, radon measurements, calibration, instrumentation, and neutron activation analysis are described

  9. 25 CFR 170.916 - May tribes impose taxes or fees on those performing IRR Program services?

    Science.gov (United States)

    2010-04-01

    ... Indian Preference § 170.916 May tribes impose taxes or fees on those performing IRR Program services? Yes... 25 Indians 1 2010-04-01 2010-04-01 false May tribes impose taxes or fees on those performing IRR Program services? 170.916 Section 170.916 Indians BUREAU OF INDIAN AFFAIRS, DEPARTMENT OF THE INTERIOR...

  10. 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.

    Science.gov (United States)

    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. PsycINFO Database Record (c) 2015 APA, all rights reserved.

  11. THE PREDICTOR FACTORS OF EMERGENCY NURSES' PERFORMANCES TO THE PROFESSIONAL SERVICES EXCELLENCE

    Directory of Open Access Journals (Sweden)

    Rina Annisa

    2017-10-01

    Full Text Available Emergency nurses’ performances remains long standing determinates of quality services rendered for patients admitted to get emergency treatments in the hospitals. It has been viewed as a dimension of professional services excellence. The purpose of this study focused on the predictive correlation of five predictors; namely human resources management, transformational leadership, incentives, hospital structure, and job rotation on the emergency nurses’ performance. This descriptive quantitative study used total sampling technique of 100 nurses in the Emergency Department, in four Government Hospital in Banjarmasin, Bajarbaru, and Martapura. All data obtained by administering questionnaires to the participances. The analytical procedure of multiple linear regression was utilized to determine the predicting strength correlation between the dependent and the independent variables. The result of Pearson product‑moment correlation coefficients revealed that positive correlation established between emergency nurses’ performances and human resources management, transformational leadership, incentives, hospital structure, and job rotation, as the independent variables. The summary of multiple linear regression analysis of all independent variables indicated that incentives was the most strongly predictor to the emergency nurses’ performances.

  12. 7 CFR 800.72 - Explanation of additional service fees for services performed in the United States only.

    Science.gov (United States)

    2010-01-01

    ... representative to the service location (at other than a specified duty point) is more than 25 miles from an FGIS... representative will be assessed from the FGIS office to the service point and return. When commercial modes of transportation (e.g., airplanes) are required, the actual expense incurred for the round-trip travel will be...

  13. Does the company's economic performance affect access to occupational health services?

    Science.gov (United States)

    Kankaanpää, Eila; Suhonen, Aki; Valtonen, Hannu

    2009-09-02

    In Finland like in many other countries, employers are legally obliged to organize occupational health services (OHS) for their employees. Because employers bear the costs of OHS it could be that in spite of the legal requirement OHS expenditure is more determined by economic performance of the company than by law. Therefore, we explored whether economic performance was associated with the companies' expenditure on occupational health services. We used a prospective design to predict expenditure on OHS in 2001 by a company's economic performance in 1999. Data were provided by Statistics Finland and expressed by key indicators for profitability, solidity and liquidity and by the Social Insurance Institution as employers' reimbursement applications for OHS costs. The data could be linked at the company level. Regression analysis was used to study associations adjusted for various confounders. Nineteen percent of the companies (N = 6 155) did not apply for reimbursement of OHS costs in 2001. The profitability of the company represented by operating margin in 1999 and adjusted for type of industry was not significantly related to the company's probability to apply for reimbursement of the costs in 2001 (OR = 1.00, 95%CI: 0.99 to 1.01). Profitability measured as operating profit in 1999 and adjusted for type of industry was not significantly related to costs for curative medical services (Beta -0.001, 95%CI: -0.00 to 0.11) nor to OHS cost of prevention in 2001 (Beta -0.001, 95%CI: -0.00 to 0.00). We did not find a relation between the company's economic performance and expenditure on OHS in Finland. We suppose that this is due to legislation obliging employers to provide OHS and the reimbursement system both being strong incentives for employers.

  14. BUSINESS PERFORMANCE OF HEALTH TOURISM SERVICE PROVIDERS IN THE REPUBLIC OF CROATIA.

    Science.gov (United States)

    Vrkljan, Sanela; Hendija, Zvjezdana

    2016-03-01

    Health tourism can be generally divided into medical, health spa and wellness tourism. Health spa tourism services are provided in special hospitals for medical rehabilitation and health resorts, and include under medical supervision controlled use of natural healing factors and physical therapy in order to improve and preserve health. There are 13 special hospitals for medical rehabilitation and health resorts in Croatia. Most of them are financed through the state budget and lesser by sale on the market. More than half of their accommodation capacity is offered for sale on the market while the rest is under contract with the Croatian Health Insurance Fund. Domestic overnights are several times higher than foreign overnights. The aim of this study was to analyze business performance of special hospitals for medical rehabilitation and health resorts in Croatia in relation to the sources of financing and the structure of service users. The assumption was that those who are more market-oriented achieve better business performance. In proving these assumptions, an empirical research was conducted and the assumptions were tested. A positive correlation was proven in tested indicators of business performance of the analyzed service providers of health-spa tourism with a higher amount of overnight stays realized through sales on the market in relation to total overnight stays, with a greater share of foreign overnights in total of overnights and with a higher share of realized revenue on the market out of total revenue. The results of the research show that special hospitals for medical rehabilitation and health resorts that are more market-oriented are more successful in their business performance. These findings are important for planning the health and tourism policies in countries like Croatia.

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

    Science.gov (United States)

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

    1988-01-01

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

  16. Quality pharmacy services and key performance indicators in Polish NICUs: a Delphi approach.

    Science.gov (United States)

    Krzyżaniak, Natalia; Pawłowska, Iga; Bajorek, Beata

    2018-03-31

    Background Currently, there is no literature describing what a quality level of practice entails in Polish neonatal intensive care units (NICUs), nor are there any means of currently measuring the quality of pharmaceutical care provided to NICU patients. Objective To identify a set of essential pharmacist roles and pharmacy-relevant key performance indicators (KPI's) suitable for Polish neonatal intensive units (NICUs). Setting Polish hospital pharmacies and NICUs. Method Using a modified Delphi technique, potential KPI's structured along Donabedian's domains as well as pharmacy services were presented to an expert panel of stakeholders. Two online, consecutive Delphi rounds, were completed by panellists between August and September 2017. Main outcome measure To identify the minimum level of pharmacy services that should be consistently provided to NICU patients. Results A total of 16 panellists contributed to the expert panel. Overall, consensus of 75% was reached for 23 indicators and for 28 roles. When considering pharmacy services for the NICU, the experts were found to highly value traditional pharmacy roles, such as dispensing and extemporaneous compounding, however, they were still eager for roles in the other domains, such as educational and clinical services, to be listed as essential for NICU practice. Panellists were found to positively value the list of indicators presented, and excluded only 9 out of the total list. Conclusion There is a need for future research to establish a minimum standard of practice for Polish pharmacists to encourage the progression and standardisation of hospital pharmacy services to meet the level of practice seen in NICUs worldwide.

  17. Introducing problem-based learning to undergraduate IT service management course: student satisfaction and work performance

    Directory of Open Access Journals (Sweden)

    Katarina Pažur Aničić

    2016-12-01

    Full Text Available This paper describes the implementation of problem-based learning (PBL principles in an undergraduate IT service management course, followed by the results about student satisfaction and work performance. The results indicate the students’ general satisfaction with the course implementation, as well as some challenges regarding the self-assessment and peer assessment of their work. The findings also reveal the students’ better work performance in project results than in traditional knowledge tests, which reinforces the indications about their positive attitudes towards the interactive PBL environment. The cluster analyses identified seven different patterns in student behaviour regarding course performance. The presented results can be considered a new aspect of the development and amendment of the information and communication technology (ICT skills requested by future employers. In this regard, the demand for innovation in the education of future ICT professionals arises from the need for experts equipped with both IT and business skills.

  18. Linking Resource-Based Strategies to Customer-Focused Performance for Professional Services: A Structural Equation Modelling Approach

    Directory of Open Access Journals (Sweden)

    Ming-Lu Wu

    2013-12-01

    Full Text Available This paper links professional service firms’ resource-based strategies to their customer-focused performance for formulating service quality improvement priorities. The research applies the structural equation modelling approach to survey data from Hong Kong construction consultants to test some hypotheses. The study validates the various measures of firms’ resource-based strategies and customer-focused performance and bridges the gaps in firms’ organizational learning, core competences and customer-focused performance mediated by their strategic flexibility. The research results have practical implications for professional service firms to deploy resources appropriately to first enhance different competences and then improve customerfocused performance using their different competences.

  19. Accessibility to tuberculosis control services and tuberculosis programme performance in southern Ethiopia

    Directory of Open Access Journals (Sweden)

    Mesay Hailu Dangisso

    2015-11-01

    Full Text Available Background: Despite the expansion of health services and community-based interventions in Ethiopia, limited evidence exists about the distribution of and access to health facilities and their relationship with the performance of tuberculosis (TB control programmes. We aim to assess the geographical distribution of and physical accessibility to TB control services and their relationship with TB case notification rates (CNRs and treatment outcome in the Sidama Zone, southern Ethiopia. Design: We carried out an ecological study to assess physical accessibility to TB control facilities and the association of physical accessibility with TB CNRs and treatment outcome. We collected smear-positive pulmonary TB (PTB cases treated during 2003–2012 from unit TB registers and TB service data such as availability of basic supplies for TB control and geographic locations of health services. We used ArcGIS 10.2 to measure the distance from each enumeration location to the nearest TB control facilities. A linear regression analysis was employed to assess factors associated with TB CNRs and treatment outcome. Results: Over a decade the health service coverage (the health facility–to-population ratio increased by 36% and the accessibility to TB control facilities also improved. Thus, the mean distance from TB control services was 7.6 km in 2003 (ranging from 1.8 to 25.5 km between kebeles (the smallest administrative units and had decreased to 3.2 km in 2012 (ranging from 1.5 to 12.4 km. In multivariate linear regression, as distance from TB diagnostic facilities (b-estimate=−0.25, p<0.001 and altitude (b-estimate=−0.31, p<0.001 increased, the CNRs of TB decreased, whereas a higher population density was associated with increased TB CNRs. Similarly, distance to TB control facilities (b-estimate=−0.27, p<0.001 and altitude (b-estimate=−0.30, p<0.001 were inversely associated with treatment success (proportion of treatment completed or cured cases

  20. Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

    Science.gov (United States)

    Liao, Hui

    2007-03-01

    Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. (c) 2007 APA, all rights reserved.

  1. Toward a Culture of Consequences: Performance-Based Accountability Systems for Public Services.

    Science.gov (United States)

    Stecher, Brian M; Camm, Frank; Damberg, Cheryl L; Hamilton, Laura S; Mullen, Kathleen J; Nelson, Christopher; Sorensen, Paul; Wachs, Martin; Yoh, Allison; Zellman, Gail L; Leuschner, Kristin J; Camm, Frank; Stecher, Brian M

    2012-01-01

    Performance-based accountability systems (PBASs), which link incentives to measured performance as a means of improving services to the public, have gained popularity. While PBASs can vary widely across sectors, they share three main components: goals, incentives, and measures. Research suggests that PBASs influence provider behaviors, but little is known about PBAS effectiveness at achieving performance goals or about government and agency experiences. This study examines nine PBASs that are drawn from five sectors: child care, education, health care, public health emergency preparedness, and transportation. In the right circumstances, a PBAS can be an effective strategy for improving service delivery. Optimum circumstances include having a widely shared goal, unambiguous observable measures, meaningful incentives for those with control over the relevant inputs and processes, few competing interests, and adequate resources to design, implement, and operate the PBAS. However, these conditions are rarely fully realized, so it is difficult to design and implement PBASs that are uniformly effective. PBASs represent a promising policy option for improving the quality of service-delivery activities in many contexts. The evidence supports continued experimentation with and adoption of this approach in appropriate circumstances. Even so, PBAS design and its prospects for success depend on the context in which it will operate. Also, ongoing system evaluation and monitoring are integral components of a PBAS; they inform refinements that improve system functioning over time. Empirical evidence of the effects of performance-based public management is scarce. This article also describes a framework used to evaluate a PBAS. Such a system identifies individuals or organizations that must change their behavior for the performance of an activity to improve, chooses an implicit or explicit incentive structure to motivate these organizations or individuals to change, and then

  2. ANALISIS KUALITAS PELAYANAN RUMAH SAKIT TERHADAP PASIEN MENGGUNAKAN PENDEKATAN LEAN SERVPERF (LEAN SERVICE DAN SERVICE PERFORMANCE (Studi Kasus Rumah Sakit X

    Directory of Open Access Journals (Sweden)

    Ira Setyaningsih

    2013-10-01

    Full Text Available Kepuasan pelanggan merupakan hasil (outcome yang dirasakan pengguna atas produk atau jasa, sama atau melebihi harapan yang diinginkan. Pelayanan di bagian poli rawat jalan di rumah sakit idealnya lebih bersahabat, cepat dan akurat. Penelitian ini dilakukan di sebuah Rumah Sakit pendidikan selama 2 bulan. Metode yang digunakan adalah observasi dan penyebaran kuesioner. Responden yang terlibat sebanyak 320 orang, tapi yang menjawab kuesionerr secara lengkap hanya sebanyak 295 responden. Kuesioner disusun atas 7 dimensi kualitas, yaitu Tangible (26 pertanyaan, Reliability (9 pertanyaan, Responsiveness (14 pertanyaan, Assurance (13 pertanyaan, Empathy (19 pertanyaan, Access (17 pertanyaan, dan Secure (11 pertanyaan. Dalam penelitian ini metode yang digunakan menggunakan Pendekatan Lean ServPerf (Lean Service dan Service Performance. Service Performance digunakan untuk menganalisis tingkat instrumen kinerja pelayanan. Lean Service digunakan untuk menghilangkan waste aktivitas yang tidak bernilai tambah. Hasil dari penelitian ini, terdapat 15 atribut pelayanan yang perlu dilakukan perbaikan untuk meningkatkan kualitas pelayanan di Rumah Sakit X

  3. Data on the key performance indicators for quality of service of GSM networks in Nigeria

    Directory of Open Access Journals (Sweden)

    Segun I. Popoola

    2018-02-01

    Full Text Available In this data article, the Key Performance Indicators (KPIs for Quality of Service (QoS of Global System for Mobile Communications (GSM networks in Nigeria are provided and analyzed. The data provided in this paper contain the Call Setup Success Rate (CSSR, Drop Call Rate (DCR, Stand-alone Dedicated Channel (SDCCH congestion, and Traffic Channel (TCH congestion for the four GSM network operators in Nigeria (Airtel, Etisalat, Glo, and MTN. These comprehensive data were obtained from the Nigerian Communications Commission (NCC. Significant differences in each of the KPIs for the four quarters of each year were presented based on Analysis of Variance (ANOVA. The values of the KPIs were plotted against the months of the year for better visualization and understanding of data trends across the four quarters. Multiple comparisons of the mean-quarterly differences of the KPIs were also presented using Tukey's Post Hoc test. Public availability and further interpretation and discussion of these useful information will assist the network providers, Nigerian government, local and international regulatory bodies, policy makers, and other stakeholders in ensuring access of people, machines, and things to high quality telecommunications services. Keywords: Quality of service, GSM networks, Call setup success rate, Drop call rate, Stand-alone dedicated channel congestion, Traffic channel congestion

  4. 41 CFR 102-85.190 - Can GSA Rent be adjusted when standard levels of service are performed by other customer agencies?

    Science.gov (United States)

    2010-07-01

    ... when standard levels of service are performed by other customer agencies? 102-85.190 Section 102-85.190... perform or contract for such services must be obtained in advance by the customer agency from the... of Service § 102-85.190 Can GSA Rent be adjusted when standard levels of service are performed by...

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

    Science.gov (United States)

    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.

  6. Performance-based financing to increase utilization of maternal health services: Evidence from Burkina Faso

    Directory of Open Access Journals (Sweden)

    Maria Steenland

    2017-12-01

    Full Text Available Performance-based financing (PBF programs are increasingly implemented in low and middle-income countries to improve health service quality and utilization. In April 2011, a PBF pilot program was launched in Boulsa, Leo and Titao districts in Burkina Faso with the objective of increasing the provision and quality of maternal health services. We evaluate the impact of this program using facility-level administrative data from the national health management information system (HMIS. Primary outcomes were the number of antenatal care visits, the proportion of antenatal care visits that occurred during the first trimester of pregnancy, the number of institutional deliveries and the number of postnatal care visits. To assess program impact we use a difference-in-differences approach, comparing changes in health service provision post-introduction with changes in matched comparison areas. All models were estimated using ordinary least squares (OLS regression models with standard errors clustered at the facility level. On average, PBF facilities had 2.3 more antenatal care visits (95% CI [0.446–4.225], 2.1 more deliveries (95% CI [0.034–4.069] and 9.5 more postnatal care visits (95% CI [6.099, 12.903] each month after the introduction of PBF. Compared to the service provision levels prior to the interventions, this implies a relative increase of 27.7 percent for ANC, of 9.2 percent for deliveries, and of 118.7 percent for postnatal care. Given the positive results observed during the pre-pilot period and the limited resources available in the health sector, the PBF program in Burkina Faso may be a low-cost, high impact intervention to improve maternal and child health.

  7. Performance Estimation of Networked Business Models: Case Study on a Finnish eHealth Service Project

    Directory of Open Access Journals (Sweden)

    Marikka Heikkilä

    2014-08-01

    Full Text Available Purpose: The objective of this paper is to propose and demonstrate a framework for estimating performance in a networked business model. Design/methodology/approach: Our approach is design science, utilising action research in studying a case of four independent firms in Health & Wellbeing sector aiming to jointly provide a new service for business and private customers. The duration of the research study is 3 years. Findings: We propose that a balanced set of performance indicators can be defined by paying attention to all main components of the business model, enriched with of network collaboration. The results highlight the importance of measuring all main components of the business model and also the business network partners’ view on trust, contracts and fairness. Research implications: This article contributes to the business model literature by combining business modelling with performance evaluation. The article points out that it is essential to create metrics that can be applied to evaluate and improve the business model blueprints, but it is also important to measure business collaboration aspects. Practical implications: Companies have already adopted Business model canvas or similar business model tools to innovate new business models. We suggest that companies continue their business model innovation work by agreeing on a set of performance metrics, building on the business model components model enriched with measures of network collaboration. Originality/value: This article contributes to the business model literature and praxis by combining business modelling with performance evaluation.

  8. Influence of Counselling Services on Perceived Academic Performance of Secondary School Students in Lagos State

    Directory of Open Access Journals (Sweden)

    Foluke Nike Bolu-Steve

    2017-04-01

    Full Text Available This study aimed at looking at the influence of counseling services on perceived academic performance of secondary school students in Lagos State. At the first stage, the researchers purposively selected Ikorodu L.G.A in Lagos State. At the researchers selected two schools (1 Private schools, & 1 Public schools, using simple random technique. Thus, a total of two schools were picked in each of the L.G.A. Finally, simple random sampling was used in selecting eighty students in each L.G.A, thus making a total of two hundred and forty Senior Secondary students that participated in the study. Six hypotheses were generated for the purpose of this study. Data were gathered using a researcher designed instrument tagged “Influence of Counselling Service on Academic Performance of Students Questionnaire (ICAPSQ. The findings of this study showed that there was no significant difference on the basis of age, class level and school type. However a significant difference was found on the basis of respondent’s religion, gender and the number of times the students visited the counselor. It was therefore recommended that the ministry of education should ensure that guidance and counselling units are established in all public and private secondary schools in Nigeria.

  9. International experience of the civil service performance and possible ways of its application in Ukraine in terms of administration reform

    Directory of Open Access Journals (Sweden)

    Y. Y. Kizilov

    2016-07-01

    Full Text Available In the most countries the deep modernization and reforming of civil service were launched in 70­80 years of the past century and now these processes have given good results. Therefore, it will be useful to adopt a foreign experience on reforming and civil service performance with the aim to determine effective components of civil service performance in Ukraine. The analysis shows that the process of the civil service reforming and development, improving of the performing process are characterized in the world practice as the continental and Anglo­Saxon models, but despite of this most countries have a mixed model of civil service. For modernization of the civil service and approximation to the most preferable type of management in Europe were developed different models, which named «new public administration». In the article the international experience of France, Germany, Great Britain, USA, Japan and other countries on civil service performance in terms of administrative reform was analyzed. It was founded that experience of these countries is very valuable for the development of civil service institute in Ukraine, in particular civil service performance, because these countries made an economic progress and ensured sustainable development. The generalization of the international experience on civil service performance allowed to systemize the development of civil service performance institute in the democratic countries, namely: development of the reform programme and civil service modernization and adoption of new legislation on civil service; optimization and creation new organizational entities in the civil service system; existing of the special institutes of the civil service management; gradual staff reduction of state apparatus; creation of the institute of senior leadership; application of the management methods by the example of private sector; staff rotation; existing of ethic code; ensuring of lifelong education for civil

  10. The Impact of Digital Financial Services on Firm's Performance : A Literature Review

    NARCIS (Netherlands)

    Abbasi, Tariq; Weigand, Hans

    Digital Financial Services continue to expand and replace the delivery of traditional banking services to the customers through innovative technologies to meet the growing complex needs and globalization challenges. These diversified digital products help the organizations (service providers) to

  11. Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.

    Science.gov (United States)

    Salanova, Marisa; Agut, Sonia; Peiró, José María

    2005-11-01

    This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research. ((c) 2005 APA, all rights reserved).

  12. Performance indicators and decision making for outsourcing public health laboratory services.

    Science.gov (United States)

    Santos, Maria Angelica Borges dos; Moraes, Ricardo Montes de; Passos, Sonia Regina Lambert

    2012-06-01

    To develop performance indicators for outsourcing clinical laboratory services, based on information systems and public administrative records. In the municipality of Rio de Janeiro, Southern Brazil, the public health laboratory network comprised 33 laboratories with automated equipment (but no integrated information system), 90 primary care units (where sample collection was performed) and 983 employees. Information records were obtained from the administrative records of the Budget Information System for Public Health and the Outpatient and Hospital Information System of the Unified Health System. Performance indicators (production, productivity, usage and costs) were generated from data collected routinely from 2006 to 2008. The variations in production, costs and unit prices for tests were analyzed by Laspeyres and Paasche indices, which specifically measure laboratory activity, and by the Consumer Price Index from the Brazilian Institute of Geography and Statistics. A total of 10,359,111 tests were performed in 2008 (10.6% increase over 2006), and the test/employee ratio grew by 8.6%. The costs of supplies, wages and providers increased by 2.3%, 45.4% and 18.3%, respectively. The laboratory tests per visit and hospitalizations increased by 10% and 20%, respectively. The direct costs totaled R$ 63.2 million in 2008, representing an increase of 22.2% in current values during the period analyzed. The direct costs deflated by the Brazilian National Consumer Price Index (9.5% for the period) showed an 11.6% increase in production volumes. The activity-specific volume index, which considers changes in the mix of tests, showed increases of 18.5% in the test price and 3.1% in the production volume. The performance indicators, particularly the specific indices for volume and price of activity, constitute a baseline of performance potential for monitoring private laboratories and contractors. The economic performance indicators demonstrated the need for network

  13. Modeling and performance analysis for composite network–compute service provisioning in software-defined cloud environments

    Directory of Open Access Journals (Sweden)

    Qiang Duan

    2015-08-01

    Full Text Available The crucial role of networking in Cloud computing calls for a holistic vision of both networking and computing systems that leads to composite network–compute service provisioning. Software-Defined Network (SDN is a fundamental advancement in networking that enables network programmability. SDN and software-defined compute/storage systems form a Software-Defined Cloud Environment (SDCE that may greatly facilitate composite network–compute service provisioning to Cloud users. Therefore, networking and computing systems need to be modeled and analyzed as composite service provisioning systems in order to obtain thorough understanding about service performance in SDCEs. In this paper, a novel approach for modeling composite network–compute service capabilities and a technique for evaluating composite network–compute service performance are developed. The analytic method proposed in this paper is general and agnostic to service implementation technologies; thus is applicable to a wide variety of network–compute services in SDCEs. The results obtained in this paper provide useful guidelines for federated control and management of networking and computing resources to achieve Cloud service performance guarantees.

  14. Assessing Advanced Airway Management Performance in a National Cohort of Emergency Medical Services Agencies.

    Science.gov (United States)

    Wang, Henry E; Donnelly, John P; Barton, Dustin; Jarvis, Jeffrey L

    2018-05-01

    Although often the focus of quality improvement efforts, emergency medical services (EMS) advanced airway management performance has few national comparisons, nor are there many assessments with benchmarks accounting for differences in agency volume or patient mix. We seek to assess variations in advanced airway management and conventional intubation performance in a national cohort of EMS agencies. We used EMS data from ESO Solutions, a national EMS electronic health record system. We identified EMS emergency responses with attempted advanced airway management (conventional intubation, rapid sequence intubation, sedation-assisted intubation, supraglottic airway insertion, and cricothyroidotomy). We also separately examined cases with initial conventional intubation. We determined EMS agency risk-standardized advanced airway management and initial conventional intubation success rates by using mixed-effects regression models, fitting agency as a random intercept, adjusting for patient age, sex, race, cardiac arrest, or trauma status, and use of rapid sequence or sedation-assisted intubation, and accounting for reliability variations from EMS agency airway volume. We assessed changes in agency advanced airway management and initial conventional intubation performance rank after risk and reliability adjustment. We also identified high and low performers (reliability-adjusted and risk-standardized success confidence intervals falling outside the mean). During 2011 to 2015, 550 EMS agencies performed 57,209 advanced airway management procedures. Among 401 EMS agencies with greater than or equal to 10 advanced airway management procedures, there were a total of 56,636 procedures. Median reliability-adjusted and risk-standardized EMS agency advanced airway management success was 92.9% (interquartile range 90.1% to 94.8%; minimum 58.2%; maximum 99.0%). There were 56 advanced airway management low-performing and 38 high-performing EMS agencies. Among 342 agencies with

  15. 32 CFR 1630.48 - Class 4-A-A: Registrant who has performed military service for a foreign nation.

    Science.gov (United States)

    2010-07-01

    ... military service for a foreign nation. 1630.48 Section 1630.48 National Defense Other Regulations Relating... who has performed military service for a foreign nation. In Class 4-A-A shall be placed any registrant... be written in the English language. [52 FR 24456, July 1, 1987] ...

  16. Determining the Factors That Affect the Objectives of Pre-Service Science Teachers to Perform Outdoor Science Activities

    Science.gov (United States)

    Karademir, Ersin; Erten, Sinan

    2013-01-01

    The purpose of this study is to determine whether pre-service teachers have an aim to perform outdoor education activities within the scope of science and technology course; by which factors this aim is affected, through The Theory of Planned Behaviour and the opinions of pre-service teachers. Accordingly, the study was designed as mixed research…

  17. A classification of logistic outsourcing levels and their impact on service performance: evidence from the food processing industry

    NARCIS (Netherlands)

    Lilly Hsiao, L.; Kemp, R.G.M.; Vorst, van der J.G.A.J.; Omta, S.W.F.

    2010-01-01

    Most studies of logistics outsourcing have focused on cost reduction, while few studies have reported on service benefits. This study empirically examines if outsourcing different logistics activities results in differences in logistics service performance. We identify and analyze the outsourcing of

  18. 26 CFR 301.7508-1 - Time for performing certain acts postponed by reason of service in a combat zone.

    Science.gov (United States)

    2010-04-01

    ... postponed by reason of service in a combat zone. (a) General rule. The period of time that may be... 26 Internal Revenue 18 2010-04-01 2010-04-01 false Time for performing certain acts postponed by reason of service in a combat zone. 301.7508-1 Section 301.7508-1 Internal Revenue INTERNAL REVENUE...

  19. Confidentiality Protection of User Data and Adaptive Resource Allocation for Managing Multiple Workflow Performance in Service-Based Systems

    Science.gov (United States)

    An, Ho

    2012-01-01

    In this dissertation, two interrelated problems of service-based systems (SBS) are addressed: protecting users' data confidentiality from service providers, and managing performance of multiple workflows in SBS. Current SBSs pose serious limitations to protecting users' data confidentiality. Since users' sensitive data is sent in…

  20. Republic of India : Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation

    OpenAIRE

    World Bank Group

    2016-01-01

    This synthesis report details the process, outputs and intermediate outcomes of the Water and Sanitation Program - World Bank (WSP) Technical Assistance (TA) to Service Level Benchmarking, Citizen Voice and Performance Improvement Strategies in Urban Water Supply and Sanitation (UWSS) in India. This technical assistance (TA) sought to strengthen accountability for service outcomes in urban...

  1. Trial application of PRATOOL: Performance of sensitivity studies on service water systems

    International Nuclear Information System (INIS)

    Gregg, R.E.; Wood, S.T.

    1991-03-01

    PRATOOL is a computer program developed to supplement the Integrated Reliability and Risk Analysis System (IRRAS) probabilistic risk assessment (PRA) computer program. It is intended to be a tool for performing PRA sensitivity analyses. This will allow a PRA's results to be easily reevaluated to show its sensitivity to changing parameter (system, component type, basic event, etc.) values (i.e., failure rates). This report documents a trial application of PRATOOL. It evaluates the sensitivity of core damage frequency to service water system availability at several nuclear power plants. For the purpose of this trail application of PRATOOL, service water system sensitivity studies were performed using the results of several NUREG- 1150 PRAs. These plants were chosen because their PRAs were already loaded into the IRRAS data base. Therefore, they are readily available for this type of study. PRATOOL contains a small subset of the functions provided by IRRAS. The user can select sets of parameters that will act as the bases for sensitivity analyses. Depending on the PRA used, the parameters selected can include: systems, component types, trains, locations, failure modes, and basic events. It will also perform and AND-ing operation on selected parameters. This allows the user define any number of possible combinations of parameters. The results of the four sensitivity studies would tend to indicate that the SWS availability is important for BWRs but unimportant for PWRs. Both BWRs showed significant increases in CDF if their SWS failure rates are allowed to increase. From the results of the four sensitivity studies, it is interesting to note that no improvements made to any of the SWSs' failure rates would result in a significant decrease on CDF. 10 figs

  2. Innovation performance in service companies and KIBS vis-à-vis manufacturing: the relevance of absorptive capacity and openness

    Directory of Open Access Journals (Sweden)

    Aurora A. C. Teixeira¹ ² ³

    2016-06-01

    Full Text Available Purpose – The present paper adds to the most recent current of literature that highlights the importance of innovation in services, analyzing a setting – Portugal – which is relatively backward in terms of innovation performance. Design/methodology/approach – Based on a sample of 4128 companies (including 1489 service companies that answered the Community Innovation Survey 2008, we assessed, by resorting to logistic regressions, the determinants of innovation performance in Portuguese companies. Findings – 1 Workers who have the 1st cycle of higher education have a positive and significant impact on the innovation of service companies whereas PhDs are detrimental to companies’ innovative performance; 2 Companies in the service sector in general, and in KIBS in particular, that effectively invest in external and (continuous internal R&D activities are more innovative; 3 External scientific sources of information for innovation are crucial (and much more than in manufacturing to the innovation performance of service companies, especially of KIBS; 4 Similarly to manufacturing, participation in innovation activities in cooperation with foreign partners appears as a key factor in the innovative performance of service companies. Originality/value – The study demonstrates the influence of companies’ openness and the relative importance attributed to different sources of information for innovation on innovation outcomes of service companies (and KIBS compared to manufacturing industries.

  3. 20 CFR 410.686b - Fee for services performed for an individual before the Social Security Administration.

    Science.gov (United States)

    2010-04-01

    ... Representation of Parties § 410.686b Fee for services performed for an individual before the Social Security... person or in writing; (ii) There was a death or serious illness in the individual's family; (iii...

  4. Relationship Between Learning Orientation And Business Performance And The Moderating Effect Of Competitive Advantage: An Accounting Services Firms Perspective

    OpenAIRE

    Louis Martinette; Alice Obenchain-Leeson; Gladys Gomez; Jessica Webb

    2014-01-01

    This study examines the influence of learning orientation on business performance (achievement of sales and profit objectives) in the context of pure service, specifically that of public accounting services firms. The conceptual framework used in this research has been drawn from marketing, finance, and organizational behavior theory. Specifically, relationships related to learning orientation, sources of competitive advantage, and business performance have been identified. This research ...

  5. Factors Related to the Work Performance of Midwives in the IUD Contraception Service in Primary Healthcare Centers of Surabaya City

    OpenAIRE

    Anggasari, Yasi; Kartasurya, Martha Irene; Suparwati, Anneke

    2013-01-01

    The decrease of IUD active family planning participants' coverage in Surabaya in the last three years, from 12.27% to 6.1%, became a special attention for Surabaya district health office. The decrease was caused by inadequate work performance of midwives in implementing IUD contraception service in the primary healthcare centers in Surabaya area. Objective of the study was to analyze factors related to the work performance of midwives in the IUD contraception service in the primary healthcare...

  6. Performance-based financing for improving HIV/AIDS service delivery: a systematic review.

    Science.gov (United States)

    Suthar, Amitabh B; Nagata, Jason M; Nsanzimana, Sabin; Bärnighausen, Till; Negussie, Eyerusalem K; Doherty, Meg C

    2017-01-04

    Although domestic HIV/AIDS financing is increasing, international HIV/AIDS financing has plateaued. Providing incentives for the health system (i.e. performance-based financing [PBF]) may help countries achieve more with available resources. We systematically reviewed effects of PBF on HIV/AIDS service delivery to inform WHO guidelines. PubMed, WHO Index Medicus, conference databases, and clinical trial registries were searched in April 2015 for randomised trials, comparative contemporaneous studies, or time-series studies. Studies evaluating PBF in people with HIV were included when they reported service quality, access, or cost. Meta-analyses were not possible due to limited data. This study is registered with PROSPERO, number CRD42015023207. Four studies, published from 2009 to 2015 and including 173,262 people, met the eligibility criteria. All studies were from Sub-Saharan Africa. PBF did not improve individual testing coverage (relative risk [RR], 1.00, 95% confidence interval [CI] 0.89 to 1.13), improved couples testing coverage (RR 1.11, 95% CI 1.02 to 1.20), and improved pregnant women testing coverage (RR 1.29, 95% CI 1.28-1.30). PBF improved coverage of antiretrovirals in pregnant women (RR 1.55, 95% CI 1.50 to 1.59), infants (RR 1.92, 95% CI 1.84 to 2.01), and adults (RR 1.74, 1.64 to 1.85). PBF reduced attrition (RR 0.84, 95% CI 0.74 to 0.96) and treatment failure (odds ratio 0.55, 95% CI 0.32 to 0.97). Potential harms were not reported. Although the limited data suggests PBF positively affected HIV service access and quality, critical health system and governance knowledge gaps remain. More research is needed to inform national policymaking.

  7. Front-office/back-office configurations and operational performance in complex health services.

    Science.gov (United States)

    Gemmel, Paul; van Steenis, Thomas; Meijboom, Bert

    2014-01-01

    Acquired brain injury (ABI) occurs from various causes at different ages and leads to many different types of healthcare needs. Several Dutch ABI-networks installed a local co-ordination and contact point (CCP) which functions as a central and easily accessible service for people to consult when they have questions related to ABI. To explore the relationship between front/back office design and operational performance by investigating the particular enquiry service provided by different CCPs for people affected by an ABI. In-depth interviews with 14 FO/BO employees from three case organizations, complemented with information from desk research and three one-day field visits. The CCPs applied different FO/BO configurations in terms of customer contact and in terms of grouping of front and/or back office activities into tasks for one employee. It is the complexity of the enquiry that determines which approach is more appropriate. For complex enquiries, the level of decoupling is high in all CCPs. This allows multiple experts to be involved in the process. For regular enquiries, CCPs have a choice: either working in the same way as in the complex enquiries or coupling FO/BO activities to be able to serve clients faster and without handovers.

  8. Performance testing of personal dosemeters from eleven dosimetry services in Sweden

    International Nuclear Information System (INIS)

    Lund, E.; Kylloenen, J.-E.; Grindborg, J.-E.; Lindborg, L.

    2001-01-01

    The Swedish regulation, SSI FS 98:5, requires that radiological workers of category A use dosemeters from an approved personal dosimetry service. The 11 services operating in Sweden at the moment use five different types of dosemeter. All have been tested for their ability to determine H p (10) and some of them to determine H p (0.07) according to the European Commission report Radiation Protection 73, EUR 14852, of 1994. The five unique systems have been tested regarding the angular and energy dependence of the response of the dosemeters. The test points for the determination of H p (10) are all, except one, within the trumpet curve and for the unique systems it is shown that the uncertainty related to angular response at three different energies is within the required ±40% except for the lowest X ray quality 40 kV. The energy dependence dominates over the directional dependence and the choice of radiation quality for calibration is of great importance for the system performance. (author)

  9. Data on the key performance indicators for quality of service of GSM networks in Nigeria.

    Science.gov (United States)

    Popoola, Segun I; Atayero, Aderemi A; Faruk, Nasir; Badejo, Joke A

    2018-02-01

    In this data article, the Key Performance Indicators (KPIs) for Quality of Service (QoS) of Global System for Mobile Communications (GSM) networks in Nigeria are provided and analyzed. The data provided in this paper contain the Call Setup Success Rate (CSSR), Drop Call Rate (DCR), Stand-alone Dedicated Channel (SDCCH) congestion, and Traffic Channel (TCH) congestion for the four GSM network operators in Nigeria (Airtel, Etisalat, Glo, and MTN). These comprehensive data were obtained from the Nigerian Communications Commission (NCC). Significant differences in each of the KPIs for the four quarters of each year were presented based on Analysis of Variance (ANOVA). The values of the KPIs were plotted against the months of the year for better visualization and understanding of data trends across the four quarters. Multiple comparisons of the mean-quarterly differences of the KPIs were also presented using Tukey's Post Hoc test. Public availability and further interpretation and discussion of these useful information will assist the network providers, Nigerian government, local and international regulatory bodies, policy makers, and other stakeholders in ensuring access of people, machines, and things to high quality telecommunications services.

  10. Analysis of the Influence of Quantile Regression Model on Mainland Tourists' Service Satisfaction Performance

    Science.gov (United States)

    Wang, Wen-Cheng; Cho, Wen-Chien; Chen, Yin-Jen

    2014-01-01

    It is estimated that mainland Chinese tourists travelling to Taiwan can bring annual revenues of 400 billion NTD to the Taiwan economy. Thus, how the Taiwanese Government formulates relevant measures to satisfy both sides is the focus of most concern. Taiwan must improve the facilities and service quality of its tourism industry so as to attract more mainland tourists. This paper conducted a questionnaire survey of mainland tourists and used grey relational analysis in grey mathematics to analyze the satisfaction performance of all satisfaction question items. The first eight satisfaction items were used as independent variables, and the overall satisfaction performance was used as a dependent variable for quantile regression model analysis to discuss the relationship between the dependent variable under different quantiles and independent variables. Finally, this study further discussed the predictive accuracy of the least mean regression model and each quantile regression model, as a reference for research personnel. The analysis results showed that other variables could also affect the overall satisfaction performance of mainland tourists, in addition to occupation and age. The overall predictive accuracy of quantile regression model Q0.25 was higher than that of the other three models. PMID:24574916

  11. Analysis of the influence of quantile regression model on mainland tourists' service satisfaction performance.

    Science.gov (United States)

    Wang, Wen-Cheng; Cho, Wen-Chien; Chen, Yin-Jen

    2014-01-01

    It is estimated that mainland Chinese tourists travelling to Taiwan can bring annual revenues of 400 billion NTD to the Taiwan economy. Thus, how the Taiwanese Government formulates relevant measures to satisfy both sides is the focus of most concern. Taiwan must improve the facilities and service quality of its tourism industry so as to attract more mainland tourists. This paper conducted a questionnaire survey of mainland tourists and used grey relational analysis in grey mathematics to analyze the satisfaction performance of all satisfaction question items. The first eight satisfaction items were used as independent variables, and the overall satisfaction performance was used as a dependent variable for quantile regression model analysis to discuss the relationship between the dependent variable under different quantiles and independent variables. Finally, this study further discussed the predictive accuracy of the least mean regression model and each quantile regression model, as a reference for research personnel. The analysis results showed that other variables could also affect the overall satisfaction performance of mainland tourists, in addition to occupation and age. The overall predictive accuracy of quantile regression model Q0.25 was higher than that of the other three models.

  12. Analysis of the Influence of Quantile Regression Model on Mainland Tourists’ Service Satisfaction Performance

    Directory of Open Access Journals (Sweden)

    Wen-Cheng Wang

    2014-01-01

    Full Text Available It is estimated that mainland Chinese tourists travelling to Taiwan can bring annual revenues of 400 billion NTD to the Taiwan economy. Thus, how the Taiwanese Government formulates relevant measures to satisfy both sides is the focus of most concern. Taiwan must improve the facilities and service quality of its tourism industry so as to attract more mainland tourists. This paper conducted a questionnaire survey of mainland tourists and used grey relational analysis in grey mathematics to analyze the satisfaction performance of all satisfaction question items. The first eight satisfaction items were used as independent variables, and the overall satisfaction performance was used as a dependent variable for quantile regression model analysis to discuss the relationship between the dependent variable under different quantiles and independent variables. Finally, this study further discussed the predictive accuracy of the least mean regression model and each quantile regression model, as a reference for research personnel. The analysis results showed that other variables could also affect the overall satisfaction performance of mainland tourists, in addition to occupation and age. The overall predictive accuracy of quantile regression model Q0.25 was higher than that of the other three models.

  13. Effects of occupational therapy services on fine motor and functional performance in preschool children.

    Science.gov (United States)

    Case-Smith, J

    2000-01-01

    This study examined how performance components and variables in intervention influenced fine motor and functional outcomes in preschool children. In a sample of 44 preschool-aged children with fine motor delays who received occupational therapy services, eight fine motor and functional performance assessments were administered at the beginning and end of the academic year. Data on the format and intervention activities of each occupational therapy session were recorded for 8 months. The children received a mean of 23 sessions, in both individual and group format. Most of the sessions (81%) used fine motor activities; 29% addressed peer interaction, and 16% addressed play skills. Visual motor outcomes were influenced by the number of intervention sessions and percent of sessions with play goals. Fine motor outcomes were most influenced by the therapists' emphasis on play and peer interaction goals; functional outcomes were influenced by number of sessions and percent of sessions that specifically addressed self-care goals. The influence of play on therapy outcomes suggests that a focus on play in intervention activities can enhance fine motor and visual motor performance.

  14. An Analysis of the Performance-Based Service Acquisition (PBSA) and Its Applicability to Hellenic Navy Service Acquisition Activities

    Science.gov (United States)

    2012-12-01

    potential offeror in response to its request must not be disclosed if doing so would reveal the potential offeror’s confidential business strategy...also the Navy Academy and the Navy hospital have and operate kitchen facilities. Ships have their own kitchen facilities too and dedicated personnel...abandoned. Now the HN dedicates personnel, has kitchen facilities to provide the food services and doing the whole process. The HN could outsource

  15. INFORMATION AND KNOWLEDGE MANAGEMENT – A STRATEGY FOR PERFORMING MEDICAL SERVICES IN THE INFORMATIONAL ERA

    Directory of Open Access Journals (Sweden)

    Adina BĂLAN

    2009-01-01

    Full Text Available The unprecedented incertitude existing in the health system in Romaniaimplies menaces for the system managers. The improvement of theperformance of the medical system has never been more adequate, so thatthe health system needs specific managerial strategies. Romania needs acomplete solution which could assure a performant management of themedical information in the system, and in their plans, the managers of thehealthcare organizations must include investments for the application of theinformational technologies, like the administration of medical information, ofthe health electronic file, the medical information exchange, so that themedical service be continuous and permanent from the birth until the death ofany individual. But the piece of information is only valuable to the one whoknows how to use it, where to search for it, how to choose it and finally howto use it, so that we can say the main instrument to which the manager fromthe health system may resort rapidly in order to find new solutions isinformation.

  16. How to define the tool kit for the corrective maintenance service? : a tool kit definition model under the service performance criterion

    NARCIS (Netherlands)

    Chen, Denise

    2009-01-01

    Currently, the rule of defining tool kits is varied and more engineer's aspects oriented. However, the decision of the tool kit's definition is a trade-off problem between the cost and the service performance. This project is designed to develop a model that can integrate the engineer's preferences

  17. Information Technology Service Management with Cloud Computing Approach to Improve Administration System and Online Learning Performance

    Directory of Open Access Journals (Sweden)

    Wilianto Wilianto

    2015-10-01

    Full Text Available This work discusses the development of information technology service management using cloud computing approach to improve the performance of administration system and online learning at STMIK IBBI Medan, Indonesia. The network topology is modeled and simulated for system administration and online learning. The same network topology is developed in cloud computing using Amazon AWS architecture. The model is designed and modeled using Riverbed Academic Edition Modeler to obtain values of the parameters: delay, load, CPU utilization, and throughput. The simu- lation results are the following. For network topology 1, without cloud computing, the average delay is 54  ms, load 110 000 bits/s, CPU utilization 1.1%, and throughput 440  bits/s.  With  cloud  computing,  the  average  delay  is 45 ms,  load  2 800  bits/s,  CPU  utilization  0.03%,  and throughput 540 bits/s. For network topology 2, without cloud computing, the average delay is 39  ms, load 3 500 bits/s, CPU utilization 0.02%, and throughput database server 1 400 bits/s. With cloud computing, the average delay is 26 ms, load 5 400 bits/s, CPU utilization email server 0.0001%, FTP server 0.001%, HTTP server 0.0002%, throughput email server 85 bits/s, FTP    server 100 bits/sec, and HTTP server 95  bits/s.  Thus,  the  delay, the load, and the CPU utilization decrease; but,  the throughput increases. Information technology service management with cloud computing approach has better performance.

  18. Long-running telemedicine networks delivering humanitarian services: experience, performance and scientific output

    Science.gov (United States)

    Geissbuhler, Antoine; Jethwani, Kamal; Kovarik, Carrie; Person, Donald A; Vladzymyrskyy, Anton; Zanaboni, Paolo; Zolfo, Maria

    2012-01-01

    Abstract Objective To summarize the experience, performance and scientific output of long-running telemedicine networks delivering humanitarian services. Methods Nine long-running networks – those operating for five years or more– were identified and seven provided detailed information about their activities, including performance and scientific output. Information was extracted from peer-reviewed papers describing the networks’ study design, effectiveness, quality, economics, provision of access to care and sustainability. The strength of the evidence was scored as none, poor, average or good. Findings The seven networks had been operating for a median of 11 years (range: 5–15). All networks provided clinical tele-consultations for humanitarian purposes using store-and-forward methods and five were also involved in some form of education. The smallest network had 15 experts and the largest had more than 500. The clinical caseload was 50 to 500 cases a year. A total of 59 papers had been published by the networks, and 44 were listed in Medline. Based on study design, the strength of the evidence was generally poor by conventional standards (e.g. 29 papers described non-controlled clinical series). Over half of the papers provided evidence of sustainability and improved access to care. Uncertain funding was a common risk factor. Conclusion Improved collaboration between networks could help attenuate the lack of resources reported by some networks and improve sustainability. Although the evidence base is weak, the networks appear to offer sustainable and clinically useful services. These findings may interest decision-makers in developing countries considering starting, supporting or joining similar telemedicine networks. PMID:22589567

  19. Performance Analysis of Web-Based Ppp Services with DİFFERENT Visibility Conditions

    Science.gov (United States)

    Albayrak, M.; Erkaya, H.; Ozludemir, M. T.; Ocalan, T.

    2016-12-01

    GNSS is being used effectively to precise position for many measuring and geodetic purposes at the present time. There is an increasing variety of these systems including the post-processing calculations in terms of number, quality and features and many different techniques are developed to determine position. Precise positioning intend to derive requires user experience and scientific or commercial software with costly license fees. However, in recent years important alternatives to this software that are user friendly and offer free web-based online precise point positioning service have become widely used in geodetic applications. The aim of this study is to test the performance of PPP techniques on ground control points with different visibility conditions. Within this framework, static observations were carried out for three hours a day repeatedly for six days, in YTU Davutpasa Campus on three different ground control points. The locations of these stations were selected by taking into account the impact of natural (trees, etc.) and artificial (buildings, etc.) obstacles. In order to compare the obtained GPS observations with PPP performances, first of all the accurate coordinates of the control points were computed with relative positioning technique in connection with the IGS stations using Bernese v5.0 software. Afterwards, three different web-based positioning services (CSRS-PPP, magicGNSS, GAPS) were used to analyze the GPS observations via PPP technique. To compare all of the obtained results, ITRF2008 datum measurement epoch coordinates were preferred by taking the service result criteria into consideration. In coordinate comparison, for the first station located nearby a building and possibly subjected to multipath effect horizontal discrepancies vary between 2-14.5 cm while vertical differences are between 3.5-16 cm. For the second point located partly in a forestry area, the discrepancies have been obtained as 1.5-8 cm and 2-10 cm for horizontal and

  20. Performance and prospects of payments for ecosystem services programs: evidence from China.

    Science.gov (United States)

    Yang, Wu; Liu, Wei; Viña, Andrés; Luo, Junyan; He, Guangming; Ouyang, Zhiyun; Zhang, Hemin; Liu, Jianguo

    2013-09-30

    Systematic evaluation of the environmental and socioeconomic effects of Payments for Ecosystem Services (PES) programs is crucial for guiding policy design and implementation. We evaluated the performance of the Natural Forest Conservation Program (NFCP), a national PES program of China, in the Wolong Nature Reserve for giant pandas. The environmental effects of the NFCP were evaluated through a historical trend (1965-2001) analysis of forest cover to estimate a counter-factual (i.e., without-PES) forest cover baseline for 2007. The socioeconomic effects of the NFCP were evaluated using data collected through household interviews carried out before and after NFCP implementation in 2001. Our results suggest that the NFCP was not only significantly associated with increases in forest cover, but also had both positive (e.g., labor reduction for fuelwood collection) and negative (e.g., economic losses due to crop raiding by wildlife) effects on local households. Results from this study emphasize the importance of integrating local conditions and understanding underlying mechanisms to enhance the performance of PES programs. Our findings are useful for the design and implementation of successful conservation policies not only in our study area but also in similar places around the world. Copyright © 2013 Elsevier Ltd. All rights reserved.

  1. DEVELOPMENT OF PERFORMANCE MODEL FOR QUALITY AND PROCESS IMPROVEMENT IN BUSINESS PROCESS SERVICE INDUSTRY

    Directory of Open Access Journals (Sweden)

    Samson Oludapo

    2017-06-01

    Full Text Available When it comes to performance improvement process, literature abounds with lean, agile and lean-agile. Over the years, the implementation of the improvement processes of lean and agile had met with resounding success in the manufacturing, production, and construction industry. For this reason, there is an interest to develop a performance process for business process service industry incorporating the key aspect of lean and agile theory extracted from the extant literature. The researcher reviewed a total of 750 scholarly articles, grouped them according to the relationship to central theme - lean or agile, and thereafter uses factor analysis under principal component method to explain the relationship of the items. The result of this study showed that firms focusing on cost will minimize the investment of resources in business operations this, in turn, will lead to difficulties in responding to changing customer's requirements in terms of volume, delivery, and new product. The implication is that on the long run cost focus strategy negatively influence flexibility.

  2. Scientific Data Services -- A High-Performance I/O System with Array Semantics

    Energy Technology Data Exchange (ETDEWEB)

    Wu, Kesheng; Byna, Surendra; Rotem, Doron; Shoshani, Arie

    2011-09-21

    As high-performance computing approaches exascale, the existing I/O system design is having trouble keeping pace in both performance and scalability. We propose to address this challenge by adopting database principles and techniques in parallel I/O systems. First, we propose to adopt an array data model because many scientific applications represent their data in arrays. This strategy follows a cardinal principle from database research, which separates the logical view from the physical layout of data. This high-level data model gives the underlying implementation more freedom to optimize the physical layout and to choose the most effective way of accessing the data. For example, knowing that a set of write operations is working on a single multi-dimensional array makes it possible to keep the subarrays in a log structure during the write operations and reassemble them later into another physical layout as resources permit. While maintaining the high-level view, the storage system could compress the user data to reduce the physical storage requirement, collocate data records that are frequently used together, or replicate data to increase availability and fault-tolerance. Additionally, the system could generate secondary data structures such as database indexes and summary statistics. We expect the proposed Scientific Data Services approach to create a “live” storage system that dynamically adjusts to user demands and evolves with the massively parallel storage hardware.

  3. Evaluating the performance of business service providers : developing a model from multiple case studies

    NARCIS (Netherlands)

    Valk, van der W.; Weele, van A.J.; Kibbeling, M.I.; Baraldi, E.; Hadjikhani, A.; Waluszewski, A.

    2008-01-01

    Services have become an increasingly important part of many organizations' expenditures. At the same time, organizational buyers view the purchase of business services to be highly complex. The specific characteristics of services influence the purchasing process in the sense that certain steps in

  4. Pre-Service Elementary Teachers' Mathematics Content Knowledge: A Predictor of Sixth Graders' Mathematics Performance

    Science.gov (United States)

    Shirvani, Hosin

    2015-01-01

    This study examined the knowledge of mathematics content of elementary pre-service teachers at a sixth grade level. The researcher administered a mathematics test for sixth graders mandated by the Texas Education Agency to pre-service teachers; the same test was given to sixth graders in Texas. The study found that pre-service teachers performed…

  5. The role of public service motivation in performance : Examining the potentials and pitfalls through an institutional approach

    NARCIS (Netherlands)

    van Loon, N.M.

    2015-01-01

    Does feeling a motivational drive to contribute to society matter for the performance of public employees? This dissertation shows it does: employees that are highly public service motivated perform better in their job, are more likely to help their colleagues and work units with highly public

  6. Meta-analysis of institutional-economic factors explaining the environmental performance of payments for watershed services

    NARCIS (Netherlands)

    Brouwer, R.; Tesfaye, A.; Pauw, W.P.

    2011-01-01

    Payments for ecosystem services (PES) are a relatively new economic policy instrument, and the factors that drive and explain their environmental performance are poorly understood. Here a meta-analysis of causal relationships between the institutional design and environmental performance of 47

  7. Evaluating the Performance Diagnostic Checklist-Human Services to Assess Incorrect Error-Correction Procedures by Preschool Paraprofessionals

    Science.gov (United States)

    Bowe, Melissa; Sellers, Tyra P.

    2018-01-01

    The Performance Diagnostic Checklist-Human Services (PDC-HS) has been used to assess variables contributing to undesirable staff performance. In this study, three preschool teachers completed the PDC-HS to identify the factors contributing to four paraprofessionals' inaccurate implementation of error-correction procedures during discrete trial…

  8. The Impact of Business Development Services on Entrepreneurial Orientation and Performance of Small and Medium Enterprises in Kenya

    Directory of Open Access Journals (Sweden)

    Washington Oduor Okeyo

    2014-07-01

    Full Text Available This study examined the influence of business development services on entrepreneurial orientation and performance. The study analyzed a total of 97 small and medium enterprises in Kenya out of a sample of 150 organizations. Data was collected in Nairobi county through a combination of drop and pick methods. Cronbach’s alpha was used to measure reliability of the instrument during a pilot phase of the study. The collected data was analyzed in Statistical Package for Social Sciences using descriptive, correlation and multiple linear regressions techniques. The results show that there is a positive relationship between business development services and performance. They also demonstrate that business development services affect entrepreneurial orientation of the studied firms. However, the results indicate that entrepreneurial orientation does not mediate the relationship between business development services and performance. In conclusion, the firms studied and their similar counterparts should strive to access and use business development services. They should also adopt entrepreneurial inclination to improve how business development services may assist them achieve better performance. Recommendations and areas for further studies are also suggested.

  9. ITC SOLUTIONS TO ACHIEVE PERFORMANCE AND EFFICIENCY OF HEALTH SERVICES: ONLINE VIRTUAL CLINIC

    Directory of Open Access Journals (Sweden)

    Adina BĂLAN

    2010-01-01

    Full Text Available The digital era modified the way people work, how the information and the informational resources are defined and organized. The organization which holds, uses and correctly reproduces the piece of information, the knowledge, the intellectual capital, becomes a leader in the proper field of activity. Following the actual tendencies in the digital era connected to the exchange of professional information, I can say that the exchange and sharing of digital information in a global multitude of interconnected computers are essential instruments that can contribute to the development and consolidation of the intellectual potential of the organization. This is why, the access of the individuals to information is an actual requirement of the development of the Romanian society in the context of globalization and world implication o contemporary processes and phenomena. The Digital integration eliminates the barriers that traditionally suppress the circuit of the medical information, lets the goods and services circulate to and from Romania by promoting efficiency as final purpose. Performance is needed in the health system, the transformation of the system of medical services by bringing the benefits of the medical science and technology to all individuals from every community. In order to accomplish these expectations it is needed that all the components that form the health system look at it as a whole and subscribe to modern solutions for improvement so that the quality of health should raise to an unprecedented level. Even if health systems differ from country to country from the organizational and financial point of view, they face the same challenges and problems, respectively the supply of medical care of better quality and keeping under control the health expenses. The use of information and communication technology in the field of medical assistance in order to stock, share, transmit and analyze clinical data and knowledge is more necessary

  10. Physician medical direction and clinical performance at an established emergency medical services system.

    Science.gov (United States)

    Munk, Marc-David; White, Shaun D; Perry, Malcolm L; Platt, Thomas E; Hardan, Mohammed S; Stoy, Walt A

    2009-01-01

    Few developed emergency medical services (EMS) systems operate without dedicated medical direction. We describe the experience of Hamad Medical Corporation (HMC) EMS, which in 2007 first engaged an EMS medical director to develop and implement medical direction and quality assurance programs. We report subsequent changes to system performance over time. Over one year, changes to the service's clinical infrastructure were made: Policies were revised, paramedic scopes of practice were adjusted, evidence-based clinical protocols were developed, and skills maintenance and education programs were implemented. Credentialing, physician chart auditing, clinical remediation, and online medical command/hospital notification systems were introduced. Following these interventions, we report associated improvements to key indicators: Chart reviews revealed significant improvements in clinical quality. A comparison of pre- and post-intervention audited charts reveals a decrease in cases requiring remediation (11% to 5%, odds ratio [OR] 0.43 [95% confidence interval (CI) 0.20-0.85], p = 0.01). The proportion of charts rated as clinically acceptable rose from 48% to 84% (OR 6 [95% CI 3.9-9.1], p < 0.001). The proportion of misplaced endotracheal tubes fell (3.8% baseline to 0.6%, OR 0.16 [95% CI 0.004-1.06], (exact) p = 0.05), corresponding to improved adherence to an airway placement policy mandating use of airway confirmation devices and securing devices (0.7% compliance to 98%, OR 714 [95% CI 64-29,334], (exact) p < 0.001). Intravenous catheter insertion in unstable cases increased from 67% of cases to 92% (OR 1.31 [95% CI 1.09-1.71], p = 0.004). EMS administration of aspirin to patients with suspected ischemic chest pain improved from 2% to 77% (OR 178 [95% CI 35-1,604], p < 0.001). We suggest that implementation of a physician medical direction is associated with improved clinical indicators and overall quality of care at an established EMS system.

  11. Quality Assurance in Individual Monitoring: 10 Years of Performance Monitoring of the TLD Based TNO Individual Monitoring Service (invited paper)

    International Nuclear Information System (INIS)

    Dijk, J.W.E. van

    1998-01-01

    The QA subscription forms the nucleus of the Quality Assurance (QA) programme of the TLD-based Individual Monitoring Service of TNO-CSD. This QA subscription is the subscription of a dummy customer to the service. As this customer is treated exactly like a normal customer, all aspects of the service are monitored by the QA subscription. An overview is given of 10 years of monitoring the performance of the service. Various improvements over the past decade have resulted in a standard deviation in a low dose measurement of 0.01 mSv and a relative standard deviation at higher doses of 5%. These figures represent the performance under routine circumstances and thus include variations due to variations in the natural background from place to place and, for example, due to transport. (author)

  12. Quality Assurance in Individual Monitoring: 10 Years of Performance Monitoring of the TLD Based TNO Individual Monitoring Service (invited paper)

    Energy Technology Data Exchange (ETDEWEB)

    Dijk, J.W.E. van

    1998-07-01

    The QA subscription forms the nucleus of the Quality Assurance (QA) programme of the TLD-based Individual Monitoring Service of TNO-CSD. This QA subscription is the subscription of a dummy customer to the service. As this customer is treated exactly like a normal customer, all aspects of the service are monitored by the QA subscription. An overview is given of 10 years of monitoring the performance of the service. Various improvements over the past decade have resulted in a standard deviation in a low dose measurement of 0.01 mSv and a relative standard deviation at higher doses of 5%. These figures represent the performance under routine circumstances and thus include variations due to variations in the natural background from place to place and, for example, due to transport. (author)

  13. Organizational performance focused on users' quality of life: The role of service climate and "contribution-to-others" wellbeing beliefs.

    Science.gov (United States)

    Pătraș, Luminița; Martínez-Tur, Vicente; Estreder, Yolanda; Gracia, Esther; Moliner, Carolina; Peiró, José María

    2018-06-01

    The investigation of organizational factors as precursors of the quality of life (QoL) of service users in organizations for individuals with intellectual disability has been relatively neglected.With this in mind, this study tests the mediation of service climate between employee's "contribution-to-others" wellbeing beliefs (COWBs) and organizational performance focused on the QoL of individuals with intellectual disability. A total of 104 organizations participated in the study. Data were collected from 885 employees and 809 family members of individuals with intellectual disability. The results of the multilevel mediation model supported the hypotheses. When employees believe that their own wellbeing depends on helping others (COWBs) service climate reported by employees is stimulated. Service climate in turn was associated with organizational performance focused on QoL of people with intellectual disability, assessed by family members. The manuscript concludes with theoretical and practical implications of the study. Copyright © 2018 Elsevier Ltd. All rights reserved.

  14. Association between time of pay-for-performance for patients and community health services use by chronic patients.

    Directory of Open Access Journals (Sweden)

    Xi Sun

    Full Text Available BACKGROUND: Pay-for-performance for patients is a cost-effective means of improving health behaviours. This study examined the association between the pay time for performance for patients and CHS use by chronic patients. METHODS: A cross-sectional study was undertaken to estimate distribution characteristics of CHS use in 2011 and collect data of socio-demographic characteristics (sex, age, education level, occupation, disposable personal income in 2011, distance between home and community health agency, chronic disease number, and time of pay-for-performance for patients. Participants were 889 rural adults with hypertension or type II diabetes aged 35 and above. Standardized CHS use means chronic patients use CHS at least once per quarter. RESULTS: Patients who received incentives prior to services had 2.724 times greater odds of using standardized CHS than those who received incentives after services (95%CI, 1.986-3.736, P<0.001. For all subgroups (socio-demographic characteristics and chronic disease number, patients who received incentives prior to services were more likely to use standardized CHS than those receiving incentives after services. CONCLUSIONS: Pay time for performance for patients was associated with CHS use by chronic patients. Patients receiving incentive prior to services were more likely to use standardized CHS. And pay time should not be ignored when the policy on pay-for-performance for patients is designed.

  15. Relationships among providing maternal, child, and adolescent health services; implementing various financial strategy responses; and performance of local health departments.

    Science.gov (United States)

    Issel, L Michele; Olorunsaiye, Comfort; Snebold, Laura; Handler, Arden

    2015-04-01

    We explored the relationships between local health department (LHD) structure, capacity, and macro-context variables and performance of essential public health services (EPHS). In 2012, we assessed a stratified, random sample of 195 LHDs that provided data via an online survey regarding performance of EPHS, the services provided or contracted out, the financial strategies used in response to budgetary pressures, and the extent of collaborations. We performed weighted analyses that included analysis of variance, pairwise correlations by jurisdiction population size, and linear regressions. On average, LHDs provided approximately 13 (36%) of 35 possible services either directly or by contract. Rather than cut services or externally consolidating, LHDs took steps to generate more revenue and maximize capacity. Higher LHD performance of EPHS was significantly associated with delivering more services, initiating more financial strategies, and engaging in collaboration, after adjusting for the effects of the Affordable Care Act and jurisdiction size. During changing economic and health care environments, we found that strong structural capacity enhanced local health department EPHS performance for maternal, child, and adolescent health.

  16. The Influence Of Business Partnership And Competitive Strategy On Business Performance Of Recreation Park Services Industry In West Java Indonesia

    Directory of Open Access Journals (Sweden)

    Kurniawan

    2015-08-01

    Full Text Available Recreational parks services industry in West Java have problems due to low business performance caused by the difficulty of companies to compete whereas tourism services right now are yet offered unique characteristics products due to the product is relatively similar with competitors. Based on that background the research aims to obtain a study on the influence of business partnerships and competitive strategy on business performance in recreation park service industries in West Java. Research conducted using an explanatory survey. In this study the target population is a company incorporated in the tourism service industry in West Java. Time horizon is a cross-sectional which research is done in one time simultaneously. The data analyzed through verification. Hypothesis is tested using partial least square PLS. The research findings reveal that there is a simultaneous and partial influence of business partnerships and competitive strategy on business performance. The influence of competitive strategy is more dominant than business partnership in improving business performance the rest influenced by other factors not examined in this study. Based on that it would need to the management of recreation park services companies in West Java to increase the competitive strategy as the first priority in efforts to improve business performance.

  17. Evaluating the Impact of Business Service Expertise and Business Links on the Performance of SMEs in England

    OpenAIRE

    John Bryson; David Ingram; Peter Daniels

    1999-01-01

    The last decade has seen a growing body of research on information-intensive business service firms. These are companies that supply expertise and knowledge which are considered to add value to the output of their clients. This paper explores the impact of business service expertise provided via business link on the performance, profitability and competitiveness of client companies. The authors use a unique survey of small and medium-sized enterprises (SMEs) in England as well as case studies...

  18. Effect of Coal Contaminants on Solid Oxide Fuel System Performance and Service Life

    Energy Technology Data Exchange (ETDEWEB)

    Krishnan, Gopala N.; Jayaweera, Palitha; Perez, Jordi; Hornbostel, M.; Albritton, John R.; Gupta, Raghubir P.

    2007-10-31

    samples suffered less than 1% in when exposed to contaminants such as HCl(g), Hg(g), and Zn(g), and SbO(g) at levels of 8 ppm and above. AsH3 vapor at 0.5 ppm did not affect the electrical performance of an SOFC sample even after 1000 h at 750°C. In Phase II of the program, long-term tests will be performed with multiple contaminants at a temperature range of 750° to 850°C. These tests will be at contaminant levels typical of coal-derived gas streams that have undergone gas cleanup using Selexol technology. The chemical nature of the contaminant species will be identified at the operating temperature of SOFC and compare them with thermodynamic equilibrium calculations. The results of the testing will be used to recommend the sensitivity limits for SOFC operation and to assess the reduction in the service life of the SOFC for trace level contaminants.

  19. Performing Ecosystem Services at Mud Flats in Seocheon, Korea: Using Q Methodology for Cooperative Decision Making

    Directory of Open Access Journals (Sweden)

    Jae-Hyuck Lee

    2017-05-01

    Full Text Available The concept of ecosystem services, which are the direct and indirect benefits of nature to humans, has been established as a supporting tool to increase the efficiency in decision-making regarding environmental planning. However, preceding studies on decision-making in relation to ecosystem services have been limited to identifying differences in perception, whereas few studies have reported cooperative alternatives. Therefore, this study aimed to present a method for cooperative decision-making among ecosystem service stakeholders using Q methodology. The results showed three perspectives on ecosystem services of small mud flat areas: ecological function, ecotourism, and human activity. The perspectives on cultural services and regulating services were diverse, whereas those on supporting services were similar. Thus, supporting services were considered crucial for the cooperative assessment and management of small mud flat ecosystems as well as for the scientific evaluation of regulating services. Furthermore, this study identified practical implementation measures to increase production through land management, to manufacture related souvenirs, and to link them to ecotourism. Overall, our results demonstrated the ideal process of cooperative decision-making to improve ecosystem services.

  20. Enhanced Performance of Community Health Service Centers during Medical Reforms in Pudong New District of Shanghai, China: A Longitudinal Survey.

    Directory of Open Access Journals (Sweden)

    Xiaoming Sun

    Full Text Available The performance of community health service centers (CHSCs has not been well monitored and analysed since China's latest community health reforms in 2009. The aim of the current investigation was to evaluate the performing trends of the CHSCs and to analyze the main factors that could affect the performance in Pudong new district of Shanghai, China.A regional performance assessment indicator system was applied to the evaluation of Pudong CHSCs' performance from 2011 to 2013. All of the data were sorted out by a panel, and analyzed using descriptive statistics and a generalized estimating equation model.We found that the overall performance increased annually, with a growing number of CHSCs achieving high scores. Significant differences were observed in institutional management, public health services, basic medical services and comprehensive satisfaction during the period of three years. However, we found no differences in the service scores of Chinese traditional medicine (CTM. The investigation also demonstrated that the key factors affecting performance were the location, information system level, family GP program and medical association program rather than the size of the center. However, the medical association participation appeared to have a significant negative effect on performance.It can be concluded from the three-year investigation that the overall performance was improved, but that it could have been further enhanced, especially in institutional management and basic medical service; therefore, it is imperative that CHSCs undertake approaches such as optimizing the resource allocation and utilization, reinforcing the establishment of the information system level, extending the family GP program to more local communities, and promoting the medical association initiative.

  1. Enhanced Performance of Community Health Service Centers during Medical Reforms in Pudong New District of Shanghai, China: A Longitudinal Survey.

    Science.gov (United States)

    Sun, Xiaoming; Li, Yanting; Liu, Shanshan; Lou, Jiquan; Ding, Ye; Liang, Hong; Gu, Jianjun; Jing, Yuan; Fu, Hua; Zhang, Yimin

    2015-01-01

    The performance of community health service centers (CHSCs) has not been well monitored and analysed since China's latest community health reforms in 2009. The aim of the current investigation was to evaluate the performing trends of the CHSCs and to analyze the main factors that could affect the performance in Pudong new district of Shanghai, China. A regional performance assessment indicator system was applied to the evaluation of Pudong CHSCs' performance from 2011 to 2013. All of the data were sorted out by a panel, and analyzed using descriptive statistics and a generalized estimating equation model. We found that the overall performance increased annually, with a growing number of CHSCs achieving high scores. Significant differences were observed in institutional management, public health services, basic medical services and comprehensive satisfaction during the period of three years. However, we found no differences in the service scores of Chinese traditional medicine (CTM). The investigation also demonstrated that the key factors affecting performance were the location, information system level, family GP program and medical association program rather than the size of the center. However, the medical association participation appeared to have a significant negative effect on performance. It can be concluded from the three-year investigation that the overall performance was improved, but that it could have been further enhanced, especially in institutional management and basic medical service; therefore, it is imperative that CHSCs undertake approaches such as optimizing the resource allocation and utilization, reinforcing the establishment of the information system level, extending the family GP program to more local communities, and promoting the medical association initiative.

  2. [A national survey on the activities performed by nurses and aids in Italian outpatients' services].

    Science.gov (United States)

    Destrebecq, A; Lusignani, M; Terzoni, S

    2009-01-01

    not busy with activities that could be assigned to others. Our study sample included only of manager nurses, who were responsible of nursing offices in ASLs which included outpatients. facilities on the whole territory ofl Italy. We choose to make a convenience sampling, choosing a manager nurse for each regional chief town. Our study is an observational, non-experimental quantitative research. To collect our data we used an anonymous questionnaire, based on a reference model, which had already been used in older studies. The model allowed a classification of the tasks performed by nurses in three categories: Nursing activities without chances of delegation; Nursing activities that could be assigned to aids; Activities beyond the competence of nurses. The questionnaire was articulated in 7 categories (general situation, booking, acceptation, preparation of patients' units, nursing care, tasks usually performed in outpatients' services, rearrangement of patients' units). We made a comparison between our data and the reference model. In the studied outpatients' services, nurses take in charge a high percentage of tasks (39%) that should be performed by others. More precisely, there are activities that should be carried out by aids (17%) or employees (22%). For example, in the category "Rearrangement of the patient's units", nurses perform approximately 70% of the tasks. Our study revealed that not employing aids at their fullest affects the problem; overall, our data show that 45% of nurses' everyday working time could be regained, if it were possible to assign to aids and employees all the activities that are not nurses' competence. This would produce a series of positive consequences, such as bringing out of the competences acquired by nurses, a better qualification and a real identification of the contribution given by nurses to the citizenship, other than an adequate employment and usage of human resources.

  3. Tests with Inconel 600 to obtain quantitative stress-corrosion cracking data for evaluating service performance

    International Nuclear Information System (INIS)

    Bandy, R.; van Rooyen, D.

    1982-09-01

    Inconel 600 tubes in pressurized water reactor (PWR) steam generators form a pressure boundary between radioactive primary water and secondary water which is converted to steam and used for generating electricity. Under operating conditions the performance of alloy 600 has been good, but with some occasional small leaks resulting from stress corrosion cracking (SCC), related to the presence of unusually high residual or operating stresses. The suspected high stresses can result from either the deformation of tubes during manufacture, or distortion during abnormal conditions such as denting. The present experimental program addresses two specific conditions, i.e., (1) where deformation occurs but is no longer active, such as when denting is stopped and (2) where plastic deformation of the metal continues, as would occur during denting. Laboratory media consist of pure water as well as solutions to simulate environments that would apply in service; tubing from actual production is used in carrying out these tests. The environments include both normal and off chemistries for primary and secondary water. The results reported here were obtained in several different tests. The main ones are (1) split tube reverse U-bends, (2) constant extension rate tests (CERT), and (3) constant load. The temperature range covered is 290 to 365 0 C

  4. Astronaut James S. Voss Performs Task in the Russian Zvezda Service Module

    Science.gov (United States)

    2001-01-01

    Astronaut James S. Voss, Expedition Two flight engineer, performs an electronics task in the Russian Zvezda Service Module on the International Space Station (ISS). Zvezda is linked to the Russian-built Functional Cargo Block (FGB), or Zarya, the first component of the ISS. Zarya was launched on a Russian Proton rocket prior to the launch of Unity, the first U.S.-built component to the ISS. Zvezda (Russian word for star), the third component of the ISS and the primary Russian contribution to the ISS, was launched by a three-stage Proton rocket on July 12, 2000. Zvezda serves as the cornerstone for early human habitation of the station, providing living quarters, a life support system, electrical power distribution, a data processing system, a flight control system, and a propulsion system. It also provides a communications system that includes remote command capabilities from ground flight controllers. The 42,000-pound module measures 43 feet in length and has a wing span of 98 feet. Similar in layout to the core module of Russia's Mir space station, it contains 3 pressurized compartments and 13 windows that allow ultimate viewing of Earth and space.

  5. Does performance evaluation help public managers? A Balanced Scorecard approach in urban waste services.

    Science.gov (United States)

    Guimarães, Bernardo; Simões, Pedro; Marques, Rui Cunha

    2010-12-01

    The urban waste market has evolved significantly in the past decades, which among other changes, has led to the creation of new utilities and new business models. However, very few things have changed for the users. Urban waste collection remains mainly under the responsibility of local authorities and the charges paid by the users in most countries are very low compared to the provision costs. This situation forces the injection of public money into the system, encouraging the 'quiet-life' within the utilities and, therefore, inefficiency. The present study intends to analyze the potential for the application of the Balanced Scorecard (BSc) methodology into the waste utilities. After a comprehensive revision of the urban waste sector in Portugal, the methodology of BSc and its application in local public services is described and discussed. Focusing on implementation rather than on strategy, a set of performance indicators is proposed to be utilized in the different management models of waste utilities in Portugal: the municipalities, semi-autonomous utilities, municipal companies and mixed companies. This implementation is then exemplified through four case studies, one for each type of utility. This paper provides a flexible framework proposal to be applied to waste utilities operating both in Portugal and abroad. Copyright © 2010 Elsevier Ltd. All rights reserved.

  6. Microbiological performance of a food safety management system in a food service operation.

    Science.gov (United States)

    Lahou, E; Jacxsens, L; Daelman, J; Van Landeghem, F; Uyttendaele, M

    2012-04-01

    The microbiological performance of a food safety management system in a food service operation was measured using a microbiological assessment scheme as a vertical sampling plan throughout the production process, from raw materials to final product. The assessment scheme can give insight into the microbiological contamination and the variability of a production process and pinpoint bottlenecks in the food safety management system. Three production processes were evaluated: a high-risk sandwich production process (involving raw meat preparation), a medium-risk hot meal production process (starting from undercooked raw materials), and a low-risk hot meal production process (reheating in a bag). Microbial quality parameters, hygiene indicators, and relevant pathogens (Listeria monocytogenes, Salmonella, Bacillus cereus, and Escherichia coli O157) were in accordance with legal criteria and/or microbiological guidelines, suggesting that the food safety management system was effective. High levels of total aerobic bacteria (>3.9 log CFU/50 cm(2)) were noted occasionally on gloves of food handlers and on food contact surfaces, especially in high contamination areas (e.g., during handling of raw material, preparation room). Core control activities such as hand hygiene of personnel and cleaning and disinfection (especially in highly contaminated areas) were considered points of attention. The present sampling plan was used to produce an overall microbiological profile (snapshot) to validate the food safety management system in place.

  7. INDEBTEDNESS AS DISCRIMINATORY ELEMENT FOR PERFORMING NOTARIAL SERVICES:CROATIAN SOLUTION AND EUROPEAN EXPERIENCE

    Directory of Open Access Journals (Sweden)

    Dejan Bodul

    2014-01-01

    Full Text Available Analysis of the historical development of institute of notaries and comparative analysis of legal systems show that the institute of notaries is regulated differently, but what is common to all systems and refers to the legal nature of this institute is the fact that the notaries are persons worthy of public trust. This statement is the backbone of all the considerations relating to the institution of the notaries and theirs activities in the field of European legislation. The aim of this paper is to analyze the anachronism of indebtedness criteria as one of the positive legal obstacles in performing notarial services adequately. The complexity of the research topic and tasks of this paper have determined the choice of methods that are used here. During the research it was used methodological approach that includes the study of domestic and foreign literature, the study of relevant legislation, as well as an analysis of domestic and international jurisprudence. In this paper, authors shall analyze the case law of the European Court of Human Rights according to Article 14 of the European Convention for the Protection of Human Rights and Fundamental Freedoms (Prohibition of discrimination. ** This work has been supported by the Croatian science foundation under the project number 6558 "Business and Personal Insolvency - the Ways to Overcome Excessive Indebtedness"

  8. Can trained lay providers perform HIV testing services? A review of national HIV testing policies.

    Science.gov (United States)

    Flynn, David E; Johnson, Cheryl; Sands, Anita; Wong, Vincent; Figueroa, Carmen; Baggaley, Rachel

    2017-01-04

    Only an estimated 54% of people living with HIV are aware of their status. Despite progress scaling up HIV testing services (HTS), a testing gap remains. Delivery of HTS by lay providers may help close this testing gap, while also increasing uptake and acceptability of HIV testing among key populations and other priority groups. 50 National HIV testing policies were collated from WHO country intelligence databases, contacts and testing program websites. Data regarding lay provider use for HTS was extracted and collated. Our search had no geographical or language restrictions. This data was then compared with reported data from the Global AIDS Response Progress Reporting (GARPR) from July 2015. Forty-two percent of countries permit lay providers to perform HIV testing and 56% permit lay providers to administer pre-and post-test counseling. Comparative analysis with GARPR found that less than half (46%) of reported data from countries were consistent with their corresponding national HIV testing policy. Given the low uptake of lay provider use globally and their proven use in increasing HIV testing, countries should consider revising policies to support lay provider testing using rapid diagnostic tests.

  9. The Implementation of Balance Score Card for Performance Measurement in Small and Medium Enterprises: Evidence from Malaysian Health Care Services

    Directory of Open Access Journals (Sweden)

    Budi Suprapto

    2012-01-01

    Full Text Available The needs for SMEs to measure their performance is to improve their service to customers, employees, societies and stakeholders. The purpose of the study was to investigate the implementation of Balance Score Card as the performance measurement system in SMEs. In this study, 1000 mailed questionnaires were sent to health care services in Malaysia. Out of this, only 105 responded and data collected were analyzed. Using factor analysis with varimax rotation technique, the study found four factors with eigenvalue value more than 1.0. Those factors that explained total variance of 69.346 percent, indicated the four components of BSC implemented by SMEs in Malaysian Health Care Services. Those components are as follows: learning and growth, mission and vision, customer and internal business perspective.Key words: Balance Score Card, Performance Measurement, Small and Medium Enterprise

  10. Big Data Analysis of Contractor Performance Information for Services Acquisition in DoD: A Proof of Concept

    Science.gov (United States)

    2016-04-30

    qÜáêíÉÉåíÜ=^ååì~ä= ^Åèìáëáíáçå=oÉëÉ~êÅÜ= póãéçëáìã= qÜìêëÇ~ó=pÉëëáçåë= sçäìãÉ=ff= = Big Data Analysis of Contractor Performance Information for Services...Director, Acquisition Career Management, ASN(RD&A) Big Data Analysis of Contractor Performance Information for Services Acquisition in DoD: A Proof of...oÉëÉ~êÅÜ=mêçÖê~ãW= `êÉ~íáåÖ=póåÉêÖó=Ñçê=fåÑçêãÉÇ=`Ü~åÖÉ= - 398 - Big Data Analysis of Contractor Performance Information for Services Acquisition in

  11. THE PERFORMANCE OF SERVQUAL TO MEASURE SERVICE QUALITY IN PRIVATE UNIVERSITY

    OpenAIRE

    Leonnard

    2018-01-01

    The increasing number of educational services has caused a high competition in this industry. In Indonesia, the number of private universities is the highest compared to state universities and other forms of higher education institutions. Ability to predict factors that are important in providing educational services to achieve student satisfaction and make them loyal to the university is highly necessary. In this study, we investigated the main factors of service quality that affect student ...

  12. Software network analyzer for computer network performance measurement planning over heterogeneous services in higher educational institutes

    OpenAIRE

    Ismail, Mohd Nazri

    2009-01-01

    In 21st century, convergences of technologies and services in heterogeneous environment have contributed multi-traffic. This scenario will affect computer network on learning system in higher educational Institutes. Implementation of various services can produce different types of content and quality. Higher educational institutes should have a good computer network infrastructure to support usage of various services. The ability of computer network should consist of i) higher bandwidth; ii) ...

  13. Structural condition assessment and service load performance of deteriorated prestressed concrete deck beam bridges

    Science.gov (United States)

    Fuentes, Juan Bolivar

    Precast pretensioned deck beam bridges are a generic bridge type widely used by IDOT for new construction through the end of the 1970's and still widely used on county roads throughout Illinois. While these bridges were economical to build, IDOT discontinued their use because reflective cracks developed along the length of the longitudinal joints between beams. Three 30 years old deteriorated beams were removed from an existing bridge over Spoon River in Fulton County, IL and delivered to Newmark Civil Engineering Laboratory. The program consisted of a series of comprehensive, destructive and non-destructive, tests and evaluations of the three beams with emphasis on three major areas; (1) The Condition Assessment of the as-delivered beams. (2) The service load performance of the bridge sub-assemblage constructed from those beams. After a comprehensive inspection of the beams was completed, the beams were integrated together into a bridge subassembly that simulated a bridge lane. (3) Following the service load tests, the three beams were separated and tested individually to failure. The critical signs to be observed in existing structures that will lead the inspectors to conclude that a deck beam is being overloaded were are also studied. Several conclusions were found. Cracking of the longitudinal joint has little effect on the stiffness of the bridge if the transverse rod is snug. The presence of a snug transverse tie rod increases the strength of the longitudinal joint. After a longitudinal joint has fractured, reincorporating a snug transverse rod can significantly reestablish the stiffness of the longitudinal joint and reduce overloading of a deteriorated beam. Participation factors must be based on relative bending moments of one beam with respect to the total amount of bending moment produced by the applied load and not to the amount of total vertical displacement. The participation factors will vary along the span of the bridge deck and will depend on the

  14. Measurement framework for product service system performance of generator set distributors

    Science.gov (United States)

    Sofianti, Tanika D.

    2017-11-01

    Selling Generator Set (Genset) in B2B market, distributors assisted manufacturers to sell products. This is caused by the limited resources owned by the manufacturer for adding service elements. These service elements are needed to enhance the competitiveness of the generator sets. Some genset distributors often sell products together with supports to their customers. Industrial distributor develops services to meet the needs of the customer. Generator set distributors support machines and equipment produced by manufacturer. The services delivered by the distributors could enhance value obtained by the customers from the equipment. Services provided to customers in bidding process, ordering process of the equipment from the manufacturer, equipment delivery, installations, and the after sales stage. This paper promotes framework to measure Product Service System (PSS) of Generator Set distributors in delivering their products and services for the customers. The methodology of conducting this research is by adopting the perspective of the providers and customers and by taking into account the tangible and intangible products. This research leads to the idea of improvement of current Product Service System of a Genset distributor. This research needs further studies in more detailed measures and the implementation of measurement tools.

  15. Performance deterioration modeling and optimal preventive maintenance strategy under scheduled servicing subject to mission time

    Directory of Open Access Journals (Sweden)

    Li Dawei

    2014-08-01

    Full Text Available Servicing is applied periodically in practice with the aim of restoring the system state and prolonging the lifetime. It is generally seen as an imperfect maintenance action which has a chief influence on the maintenance strategy. In order to model the maintenance effect of servicing, this study analyzes the deterioration characteristics of system under scheduled servicing. And then the deterioration model is established from the failure mechanism by compound Poisson process. On the basis of the system damage value and failure mechanism, the failure rate refresh factor is proposed to describe the maintenance effect of servicing. A maintenance strategy is developed which combines the benefits of scheduled servicing and preventive maintenance. Then the optimization model is given to determine the optimal servicing period and preventive maintenance time, with an objective to minimize the system expected life-cycle cost per unit time and a constraint on system survival probability for the duration of mission time. Subject to mission time, it can control the ability of accomplishing the mission at any time so as to ensure the high dependability. An example of water pump rotor relating to scheduled servicing is introduced to illustrate the failure rate refresh factor and the proposed maintenance strategy. Compared with traditional methods, the numerical results show that the failure rate refresh factor can describe the maintenance effect of servicing more intuitively and objectively. It also demonstrates that this maintenance strategy can prolong the lifetime, reduce the total lifetime maintenance cost and guarantee the dependability of system.

  16. The Influence of Performance Allowance and Employee Development to Employee Performance in State Assets and Service Office Manado

    OpenAIRE

    Tumbuan, Willem J.F. Alfa; Simanjorang, Monica Indrayanti

    2016-01-01

    An organization or company€™s best asset is human resource or in this case is employee, because employee performance is related to organization or company€™s performance. Performance allowance as a employee€™s benefits program that is very important in order to realize the goal of the company. The type research is a quantitative research. The purpose of this research is to determine the effect of performance allowance and employee development in KPKNL Manado, simultaneously and partially. The...

  17. Performance assessment of junior public health nurse in maternal and child health services in a district of Kerala, India

    Directory of Open Access Journals (Sweden)

    Achampattu Mridulal

    2015-01-01

    Full Text Available Background: Performance assessment of health services provided to maternal and child population is an important area of concern especially in developing countries including India. Aim: This study was conducted to assess the performance of Junior Public Health Nurses (JPHN on services provided to maternal and child health at sub-centers in Malappuram district of Kerala, India. Methods: Maternal and child health services were assessed based on record analysis and interviewing JPHN in 30 randomly selected sub-centers using a predesigned questionnaire prepared according to Indian Public Health Standards for sub-centers. The work performed by the JPHNs was graded as excellent, very good, good, satisfactory, and poor based on the standard guidelines. Results: Population covered by the 30 JPHNs at their sub-centers ranges from 5050 to 9869. Services were excellent in all the sub-centers for tetanus toxoid immunization and institutional deliveries. Although antenatal care (ANC registration was excellent in 70% of the sub-centers, it was poor for the 1 st trimester ANC registration in 50% of sub-centers. In the case of referral services and postnatal care (PNC, 27% and 33% of the centers were excellent, respectively. 50% of the centers have had poor performance in PNC. Detection of beneficiaries for immunization by JPHNs was excellent in 60% of the sub-centers. Measles and full immunization coverage was poor in 40% of sub-centers. Around 77% JPHNs attended in-service training, and 90% of them could prepare sub-center annual action-plan. Conclusion: There is a variation in performance of JPHNs at a sub-district level which highlights the importance of further studies to elucidate the factors associated with it.

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

    Science.gov (United States)

    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.

  19. The Use of the Performance Diagnostic Checklist-Human Services to Assess and Improve the Job Performance of Individuals with Intellectual Disabilities.

    Science.gov (United States)

    Smith, Madison; Wilder, David A

    2018-06-01

    The Performance Diagnostic Checklist-Human Services (PDC-HS) is an informant-based tool designed to identify the variables responsible for performance problems. To date, the PDC-HS has not been examined with individuals with intellectual disabilities. In the current study, two supervisors with intellectual disabilities completed the PDC-HS to assess the productivity of two supervisees with disabilities who performed a pricing task in a thrift store. The PDC-HS suggested that performance deficits were due to a lack of training; a PDC-HS-indicated intervention was effective to increase accurate pricing. • The PDC-HS is an informant-based tool designed to identify the variables responsible for employee performance problems in human service settings. • The PDC-HS can be completed by some individuals with intellectual disabilities in a supervisory position to identify the variables responsible for problematic job performance among their supervisees. • A PDC-HS indicated intervention was demonstrated to be effective to improve the job performance of individuals with disabilities. • The PDC-HS may be a useful tool to support performance improvement and job maintenance among individuals with intellectual disabilities.

  20. Performance of the logistics service to the client. StudyCase No farming Cooperative Atelier "La Moda"

    Directory of Open Access Journals (Sweden)

    Liana Padrón Carmona

    2017-12-01

    Full Text Available Services have become a highly dominant economic force where the main value of logistics has been to meet the client's requirements, at the same time, which maintains its efficiency in costs. Any strategy of service to be successful must have an adequate design of the logistic system, which is the one that guarantees the materialization of the acquisition of the product or service by the client, in the place and at the moment that needs it. When having to adapt to a highly changing economic environment, the non-state sector also competes to endorse the feasibility of its implementation based on the socioeconomic development of the nation, which is why this work is intended to show the main results in the no farming Cooperative Atelier "La Moda" from the application of a group of actions that contribute to improve the performance of the logistics service to the client.

  1. Volumetrically-Derived Global Navigation Satellite System Performance Assessment from the Earths Surface through the Terrestrial Service Volume and the Space Service Volume

    Science.gov (United States)

    Welch, Bryan W.

    2016-01-01

    NASA is participating in the International Committee on Global Navigation Satellite Systems (GNSS) (ICG)'s efforts towards demonstrating the benefits to the space user from the Earth's surface through the Terrestrial Service Volume (TSV) to the edge of the Space Service Volume (SSV), when a multi-GNSS solution space approach is utilized. The ICG Working Group: Enhancement of GNSS Performance, New Services and Capabilities has started a three phase analysis initiative as an outcome of recommendations at the ICG-10 meeting, in preparation for the ICG-11 meeting. The first phase of that increasing complexity and fidelity analysis initiative was recently expanded to compare nadir-facing and zenith-facing user hemispherical antenna coverage with omnidirectional antenna coverage at different distances of 8,000 km altitude and 36,000 km altitude. This report summarizes the performance using these antenna coverage techniques at distances ranging from 100 km altitude to 36,000 km to be all encompassing, as well as the volumetrically-derived system availability metrics.

  2. THE PERFORMANCE OF SERVQUAL TO MEASURE SERVICE QUALITY IN PRIVATE UNIVERSITY

    Directory of Open Access Journals (Sweden)

    Leonnard

    2018-03-01

    Full Text Available The increasing number of educational services has caused a high competition in this industry. In Indonesia, the number of private universities is the highest compared to state universities and other forms of higher education institutions. Ability to predict factors that are important in providing educational services to achieve student satisfaction and make them loyal to the university is highly necessary. In this study, we investigated the main factors of service quality that affect student satisfaction and loyalty by collecting data from 319 students from London School of Public Relation in Jakarta. Structural equation modeling (SEM was employed to analyze the data through AMOS 24 statistical package. The findings indicated that the main factors influencing student satisfaction in private university are tangible and reliability consisting of: 1 comfortable lecture rooms, 2 adequate library facilities, 3 neat staff appearance, 4 non-discriminatory treatments provided by staff and lecturers, 5 high ability and knowledge provided by staffs and lecturers, and 6 appropriate academic services provided by the university. Student satisfaction with these factors would indirectly lead to loyalty to the university. Finally, service quality measurement through SERVQUAL was redundant as a model to measure the effect of service quality in educational service.

  3. Performance measurement of the after-sales service network: Evidence from the automotive industry

    Directory of Open Access Journals (Sweden)

    Shahnoush Shahrouzi Fard

    2015-10-01

    Full Text Available This paper presents an empirical investigation to determine important factors influencing on customer satisfaction in after-sales service network of automotive industry. The study designs two questionnaires, one for measuring the quality of after-sales services and the other for measuring customers’ satisfaction. The study selects a sample of 265 randomly selected customers out of 850 people who received the services from an automotive firm in Iran. Cronbach alpha has calculated as 0.82, which is well above the minimum desirable level. Using Spearman correlation the study has detected a positive and meaningful relationship between services and customer satisfaction (r=0.48, Sig. =0.01, a positive relationship between being responsiveness and customer satisfaction (r=0.51, Sig. =0.01 and finally a positive relationship between speed of operation customer satisfaction (r=0.45, Sig. = 0.01. Moreover, there was a positive and meaningful relationship between cost of services and customer satisfaction (r=0.68, Sig. = 0.01 and a positive relationship between quality of services of after-sales services and customer satisfaction (r = 0.61, Sig. =0.01.

  4. SCaN Network Ground Station Receiver Performance for Future Service Support

    Science.gov (United States)

    Estabrook, Polly; Lee, Dennis; Cheng, Michael; Lau, Chi-Wung

    2012-01-01

    Objectives: Examine the impact of providing the newly standardized CCSDS Low Density Parity Check (LDPC) codes to the SCaN return data service on the SCaN SN and DSN ground stations receivers: SN Current Receiver: Integrated Receiver (IR). DSN Current Receiver: Downlink Telemetry and Tracking (DTT) Receiver. Early Commercial-Off-The-Shelf (COTS) prototype of the SN User Service Subsystem Component Replacement (USS CR) Narrow Band Receiver. Motivate discussion of general issues of ground station hardware design to enable simple and cheap modifications for support of future services.

  5. Performance evaluation of inpatient service in Beijing: a horizontal comparison with risk adjustment based on Diagnosis Related Groups.

    Science.gov (United States)

    Jian, Weiyan; Huang, Yinmin; Hu, Mu; Zhang, Xiumei

    2009-04-30

    The medical performance evaluation, which provides a basis for rational decision-making, is an important part of medical service research. Current progress with health services reform in China is far from satisfactory, without sufficient regulation. To achieve better progress, an effective tool for evaluating medical performance needs to be established. In view of this, this study attempted to develop such a tool appropriate for the Chinese context. Data was collected from the front pages of medical records (FPMR) of all large general public hospitals (21 hospitals) in the third and fourth quarter of 2007. Locally developed Diagnosis Related Groups (DRGs) were introduced as a tool for risk adjustment and performance evaluation indicators were established: Charge Efficiency Index (CEI), Time Efficiency Index (TEI) and inpatient mortality of low-risk group cases (IMLRG), to reflect respectively work efficiency and medical service quality. Using these indicators, the inpatient services' performance was horizontally compared among hospitals. Case-mix Index (CMI) was used to adjust efficiency indices and then produce adjusted CEI (aCEI) and adjusted TEI (aTEI). Poisson distribution analysis was used to test the statistical significance of the IMLRG differences between different hospitals. Using the aCEI, aTEI and IMLRG scores for the 21 hospitals, Hospital A and C had relatively good overall performance because their medical charges were lower, LOS shorter and IMLRG smaller. The performance of Hospital P and Q was the worst due to their relatively high charge level, long LOS and high IMLRG. Various performance problems also existed in the other hospitals. It is possible to develop an accurate and easy to run performance evaluation system using Case-Mix as the tool for risk adjustment, choosing indicators close to consumers and managers, and utilizing routine report forms as the basic information source. To keep such a system running effectively, it is necessary to

  6. Medication adherence, work performance and self-esteem among psychiatric patients attending psychosocial rehabilitation services at Bangalore, India

    OpenAIRE

    Sailaxmi Gandhi; Rajitha Pavalur; Sivakumar Thanapal; Nirmala B Parathasarathy; Geetha Desai; Poornima Bhola; Mariamma Philip; Santosh K Chaturvedi

    2014-01-01

    Context: Work benefits mental health in innumerable ways. Vocational rehabilitation can enhance self-esteem. Medication adherence can improve work performance and thereby the individuals’ self-esteem. Aim: To test the hypothesis that there would be a significant correlation between medication adherence, work performance and self-esteem. Setting and Design: A quantitative, descriptive correlational research design was adopted to invite patients attending psychiatric rehabilitation services to ...

  7. The Relationship Between Learning Orientation And Business Performance And The Moderating Effect Of Competitive Advantage: A Service Organization Perspective

    OpenAIRE

    Louis A. Martinette; Alice Obenchain-Leeson

    2012-01-01

    This study examines the influence of learning orientation on business performance (the achievement of sales and profit objectives) in the context of pure service.  The conceptual framework used in this research has been drawn from marketing, finance, and organizational behavior theory. Specifically, relationships related to learning orientation, sources of competitive advantage, and business performance have been identified.  This research develops and tests a framework about learning orienta...

  8. Building on the EGIPPS performance assessment: the multipolar framework as a heuristic to tackle the complexity of performance of public service oriented health care organisations.

    Science.gov (United States)

    Marchal, Bruno; Hoerée, Tom; da Silveira, Valéria Campos; Van Belle, Sara; Prashanth, Nuggehalli S; Kegels, Guy

    2014-04-17

    Performance of health care systems is a key concern of policy makers and health service managers all over the world. It is also a major challenge, given its multidimensional nature that easily leads to conceptual and methodological confusion. This is reflected by a scarcity of models that comprehensively analyse health system performance. In health, one of the most comprehensive performance frameworks was developed by the team of Leggat and Sicotte. Their framework integrates 4 key organisational functions (goal attainment, production, adaptation to the environment, and values and culture) and the tensions between these functions.We modified this framework to better fit the assessment of the performance of health organisations in the public service domain and propose an analytical strategy that takes it into the social complexity of health organisations. The resulting multipolar performance framework (MPF) is a meta-framework that facilitates the analysis of the relations and interactions between the multiple actors that influence the performance of health organisations. Using the MPF in a dynamic reiterative mode not only helps managers to identify the bottlenecks that hamper performance, but also the unintended effects and feedback loops that emerge. Similarly, it helps policymakers and programme managers at central level to better anticipate the potential results and side effects of and required conditions for health policies and programmes and to steer their implementation accordingly.

  9. Service public local des déchets ménagers. A la recherche d'indicateurs de performance.

    Directory of Open Access Journals (Sweden)

    Gérard Bertolini

    2008-03-01

    Full Text Available Comme les autres services publics, celui relatif à la gestion locale des déchets ménagers a besoin d’évaluer ses performances et doit en rendre compte. L’évaluation en question passe par la définition de critères et la sélection d’indicateurs, qui permettent de mesurer les progrès d’une collectivité et d’établir des comparaisons entre collectivités. La performance comporte de multiples facettes, qui appellent une évaluation multicritères. A la lumière d’une analyse de faisabilité et de pertinence, l’article propose un système d’indicateurs peu nombreux et assez simples constituant un tableau de bord.As other public services, the municipal waste service needs to evaluate its performances and is accountable for its results. This evaluation requires the definition of criteria and the selection of indicators in order to measure the  progress and to allow comparisons with other municipal waste services too. Because the performance has many facets, a multi-criteria approach will be used. In the light of an analysis of feasibility and relevance, the paper puts forwards few, quite simple and complementary indicators which are gathered up into a synoptic table and make up an instrument panel.

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

    Science.gov (United States)

    Eikenhout, Nelson; Austin, John

    2005-01-01

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

  11. Performance of First-Year Health Sciences Students in a Large, Diverse, Multidisciplinary, First-Semester, Physiology Service Module

    Science.gov (United States)

    Tufts, Mark; Higgins-Opitz, Susan B.

    2014-01-01

    Health Science students at the University of KwaZulu-Natal perform better in their professional modules compared with their physiology modules. The pass rates of physiology service modules have steadily declined over the years. While a system is in place to identify "at-risk" students, it is only activated after the first semester. As a…

  12. The Relationship between Pre-Service Music Teachers' Self-Efficacy Belief in Musical Instrument Performance and Personality Traits

    Science.gov (United States)

    Girgin, Demet

    2017-01-01

    Purpose: Strong self-efficacy bring achievement in instrument education as in other disciplines. Achievement will increase the quality of instrument education, and it will be reflected in the professional lives of pre-service teachers and their students. This suggests that research on belief in musical instrument performance is necessary.…

  13. Improving Language Learning Strategies and Performance of Pre-Service Language Teachers through a CALLA-TBLT Model

    Science.gov (United States)

    Guapacha Chamorro, Maria Eugenia; Benavidez Paz, Luis Humberto

    2017-01-01

    This paper reports an action-research study on language learning strategies in tertiary education at a Colombian university. The study aimed at improving the English language performance and language learning strategies use of 33 first-year pre-service language teachers by combining elements from two models: the cognitive academic language…

  14. Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.

    Science.gov (United States)

    Raub, Steffen; Liao, Hui

    2012-05-01

    We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings. (PsycINFO Database Record (c) 2012 APA, all rights reserved).

  15. Servitization: Disentangling the impact of service business model innovation on manufacturing firm performance

    NARCIS (Netherlands)

    Visnjic Kastalli, I.; van Looy, Bart

    2013-01-01

    As manufacturing businesses operate in an ever more competitive, global economy where products are easily commoditized, innovating by adding services to the core product offering has become a popular strategy. Contrary to the economic benefits expected, recent findings pinpoint implementation

  16. 76 FR 64428 - Senior Executive Service; Combined Performance Review Board (PRB)

    Science.gov (United States)

    2011-10-18

    ... Greiner, Chief Financial Officer, United States Mint. John J. Manfreda, Administrator, TTB. Diane K. Wade... of Engraving and Printing (BEP), the Financial Management Service (FMS), the United [[Page 64429

  17. 7 CFR 58.46 - Fees for service performed under cooperative agreement.

    Science.gov (United States)

    2010-01-01

    ... MARKETING SERVICE (Standards, Inspections, Marketing Practices), DEPARTMENT OF AGRICULTURE (CONTINUED) REGULATIONS AND STANDARDS UNDER THE AGRICULTURAL MARKETING ACT OF 1946 AND THE EGG PRODUCTS INSPECTION ACT... provided for by such agreement. Marking, Branding, and Identifying Product ...

  18. 78 FR 67218 - Senior Executive Service; Legal Division Performance Review Board

    Science.gov (United States)

    2013-11-08

    ..., Benefits Tax Counsel; Himamauli Das, Assistant General Counsel (International Affairs); Margaret Depue... Revenue Service; Lee Kelley, Deputy Benefits Tax Counsel; Robert Neis, Associate Benefits Tax Counsel; Danielle Rolfes, International Tax Counsel; Daniel P. Shaver, Chief Counsel, United States Mint; Brian...

  19. 76 FR 56471 - Membership of the Senior Executive Service Standing Performance Review Boards

    Science.gov (United States)

    2011-09-13

    ... DIRECTOR, PROCUREMENT SERVICES STAFF. JORDAN, WYEVETRA APPROPRIATION LIAISON OFFICER. MORGAN, MELINDA B... ETHICS OFFICE. TOSCANO JR., RICHARD A DIRECTOR, EQUAL EMPLOYMENT OPPORTUNITY STAFF. National Drug..., APPELLATE UNIT. EVANS, STUART DEPUTY CHIEF, OPERATIONS SECTION. KAYE, JANICE A ETHICS OFFICER. KEEGAN...

  20. Causes and Consequences of Public Service Motivation: Governance Interventions and Performance Implications

    DEFF Research Database (Denmark)

    Jensen, Ulrich Thy

    are based on combinations of survey and administrative data and the dissertation employs a variety of designs such as repeated measures across time and an experiment to advance insights into the effects of organizational leadership and national policies on individuals’ PSM and the behavioral implications...... interventions as causes of PSM and the implications of PSM for public service behaviors and contributes not only to our understanding of PSM as motivational lever for public service improvements but also offers answers to the question of how PSM is shaped in organizational contexts. The empirical results...... of PSM for the provision of public services to citizens. The dissertation disentangles causes and consequences of PSM and is of interest to people who wish to understand how governance interventions (including policies and leadership) can influence employee public service motivation and how this kind...

  1. Overall Well-Being and Supervisor Ratings of Employee Performance, Accountability, Customer Service, Innovation, Prosocial Behavior, and Self-Development.

    Science.gov (United States)

    Wu, Hao; Sears, Lindsay E; Coberley, Carter R; Pope, James E

    2016-01-01

    The aim of this study was to study the effects of overall well-being and well-being change on six supervisor-rated indicators of employee performance valued by organizations: overall performance, accountability, customer service, innovation, prosocial behavior, and self-development. The current study used two waves of well-being survey data collected over 2 years and supervisor performance ratings for 5691 employees. Ordinary least squares regression was conducted. Both well-being at baseline and two-year change in well-being were related to all six supervisor-rated performance dimensions, controlling for other employee characteristics. Overall well-being likely functioned as a resource enabling people to successfully perform across the specific areas highly valued by their company. Given this connection, well-being interventions could be used as a means to accomplish improved performance in dimensions that contribute to organizational performance.

  2. Performance Comparison of Reservation Based and Instant Access One-Way Car Sharing Service through Discrete Event Simulation

    Directory of Open Access Journals (Sweden)

    Ganjar Alfian

    2015-09-01

    Full Text Available A car sharing service has been highlighted as a new urban transport alternative for an environmentally friendly economy. As the demand for the service from customers increases, car sharing operators need to introduce a new service such as a one-way option that will allow customers to return the car to different stations. Due to the complexity of the one-way system, it needs to be managed and optimized for real cases. This paper focuses on developing a simulation model in order to help operators evaluate the performance of the one-way service. In addition, this research demonstrates a strategy for an open one-way service that can increase revenue and customer satisfaction. A real case dataset is used for investigation to find the best result from the simulation. The result showed that the total number of cars, number of one-way reservations and station size have an impact on one-way performance. Thus, company profit and customer satisfaction can be maximized by optimizing these factors.

  3. Do it well and do it right: The impact of service climate and ethical climate on business performance and the boundary conditions.

    Science.gov (United States)

    Jiang, Kaifeng; Hu, Jia; Hong, Ying; Liao, Hui; Liu, Songbo

    2016-11-01

    Prior research has demonstrated that service climate can enhance unit performance by guiding employees' service behavior to satisfy customers. Extending this literature, we identified ethical climate toward customers as another indispensable organizational climate in service contexts and examined how and when service climate operates in conjunction with ethical climate to enhance business performance of service units. Based on data collected in 2 phases over 6 months from multiple sources of 196 movie theaters, we found that service climate and ethical climate had disparate impacts on business performance, operationalized as an index of customer attendance rate and operating income per labor hour, by enhancing service behavior and reducing unethical behavior, respectively. Furthermore, we found that service behavior and unethical behavior interacted to affect business performance, in such a way that service behavior was more positively related to business performance when unethical behavior was low than when it was high. This interactive effect between service and unethical behaviors was further strengthened by high market turbulence and competitive intensity. These findings provide new insight into theoretical development of service management and offer practical implications about how to maximize business performance of service units by managing organizational climates and employee behaviors synergistically. (PsycINFO Database Record (c) 2016 APA, all rights reserved).

  4. U.S. Energy Service Company Industry: Market Size and Project Performance from 1990-2008

    Energy Technology Data Exchange (ETDEWEB)

    Larsen, Peter; Goldman, Charles; Satchwell, Andrew

    2012-08-21

    The U.S. energy service company (ESCO) industry is an example of a private sector business model where energy savings are delivered to customers primarily through the use of performance-based contracts. This study was conceived as a snapshot of the ESCO industry prior to the economic slowdown and the introduction of federal stimulus funding mandated by enactment of the American Recovery and Reinvestment Act of 2009 (ARRA). This study utilizes two parallel analytic approaches to characterize ESCO industry and market trends in the U.S.: (1) a ?top-down? approach involving a survey of individual ESCOs to estimate aggregate industry activity and (2) a ?bottom-up? analysis of a database of ~;;3,250 projects (representing over $8B in project investment) that reports market trends including installed EE retrofit strategies, project installation costs and savings, project payback times, and benefit-cost ratios over time. Despite the onset of a severe economic recession, the U.S. ESCO industry managed to grow at about 7percent per year between 2006 and 2008. ESCO industry revenues were about $4.1 billion in 2008 and ESCOs anticipate accelerated growth through 2011 (25percent per year). We found that 2,484 ESCO projects in our database generated ~;;$4.0 billion ($2009) in net, direct economic benefits to their customers. We estimate that the ESCO project database includes about 20percent of all U.S. ESCO market activity from 1990-2008. Assuming the net benefits per project are comparable for ESCO projects that are not included in the LBNL database, this would suggest that the ESCO industry has generated ~;;$23 billion in net direct economic benefits for customers at projects installed between 1990 and 2008. There is empirical evidence confirming that the industry is evolving by installing more comprehensive and complex measures?including onsite generation and measures to address deferred maintenance?but this evolution has significant implications for customer project

  5. Medicare Advantage and Fee-for-Service Performance on Clinical Quality and Patient Experience Measures: Comparisons from Three Large States.

    Science.gov (United States)

    Timbie, Justin W; Bogart, Andy; Damberg, Cheryl L; Elliott, Marc N; Haas, Ann; Gaillot, Sarah J; Goldstein, Elizabeth H; Paddock, Susan M

    2017-12-01

    To compare performance between Medicare Advantage (MA) and Fee-for-Service (FFS) Medicare during a time of policy changes affecting both programs. Performance data for 16 clinical quality measures and 6 patient experience measures for 9.9 million beneficiaries living in California, New York, and Florida. We compared MA and FFS performance overall, by plan type, and within service areas associated with contracts between CMS and MA organizations. Case mix-adjusted analyses (for measures not typically adjusted) were used to explore the effect of case mix on MA/FFS differences. Performance measures were submitted by MA organizations, obtained from the nationwide fielding of the Medicare Consumer Assessment of Healthcare Providers and Systems (MCAHPS) Survey, or derived from claims. Overall, MA outperformed FFS on all 16 clinical quality measures. Differences were large for HEDIS measures and small for Part D measures and remained after case mix adjustment. MA enrollees reported better experiences overall, but FFS beneficiaries reported better access to care. Relative to FFS, performance gaps were much wider for HMOs than PPOs. Excluding HEDIS measures, MA/FFS differences were much smaller in contract-level comparisons. Medicare Advantage/Fee-for-Service differences are often large but vary in important ways across types of measures and contracts. © Health Research and Educational Trust.

  6. Cost Analysis and Performance Assessment of Partner Services for Human Immunodeficiency Virus and Sexually Transmitted Diseases, New York State, 2014.

    Science.gov (United States)

    Johnson, Britney L; Tesoriero, James; Feng, Wenhui; Qian, Feng; Martin, Erika G

    2017-12-01

    To estimate the programmatic costs of partner services for HIV, syphilis, gonorrhea, and chlamydial infection. New York State and local health departments conducting partner services activities in 2014. A cost analysis estimated, from the state perspective, total program costs and cost per case assignment, patient interview, partner notification, and disease-specific key performance indicator. Data came from contracts, a time study of staff effort, and statewide surveillance systems. Disease-specific costs per case assignment (mean: $580; range: $502-$1,111), patient interview ($703; $608-$1,609), partner notification ($1,169; $950-$1,936), and key performance indicator ($2,697; $1,666-$20,255) varied across diseases. Most costs (79 percent) were devoted to gonorrhea and chlamydial infection investigations. Cost analysis complements cost-effectiveness analysis in evaluating program performance and guiding improvements. © Health Research and Educational Trust.

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

    Science.gov (United States)

    2012-01-01

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

  8. Integration of EA and IT service to improve performance at higher education organizations

    Directory of Open Access Journals (Sweden)

    Hermanto Agus

    2018-01-01

    Full Text Available One of the perceived benefits of the use of information technology is the increased accuracy and speed of information that greatly helped the operations of an institution or organization. Politeknik XYZ as one of the organizations / institutions in the field of education, now need to consider the strategic role of information technology in supporting academic activities and develop a wide range of academic services, especially for students. Accordingly, in this study has been carried out the planning and improvement of information technology services in accordance with EA and IT Service standards, based on analysis using ACMM maturity level. The end result of architectural planning and service enhancement developed with TOGAF and ITIL is to be used as a reference in the improvement the role of information systems and technology in supporting business process organizations at Polytechnic XYZ. This study demonstrates the importance of raising awareness of the interdependent relationship between architecture and quality of service management in the organization of information technology.

  9. Impact of Knowledge Intensive Business Services on Economic Performance of Sectors and Regions

    Directory of Open Access Journals (Sweden)

    Laurenţiu Tăchiciu

    2016-02-01

    Full Text Available The role of knowledge intensive services in today's economy are among the topics most frequently addressed in recent years by researchers. The major interest is targeting in particular services provided to enterprises, known internationally as knowledge intensive business services or, by abbreviation, KIBS. As a sector of the economy, KIBS consists of enterprises specializing in providing to other businesses services that require intensive use of advanced knowledge, thus characterized by the fact that intellectual input has a decisive share in the value added. Usually are considered part of this sector undertakings which have as object of activity the provision of services in the fields of research and development, design and technical assistance in implementing of new technologies including information and communication, training, management consulting, marketing and advertising, quality assurance and certification, accounting and auditing, legal consulting and assistance, architecture and construction engineering. According to the statistical classification NACE rev2, much of KIBS can be found in divisions 62, 63, 69, 71-74.

  10. Virtual vs. real: Modeling the energy performance of a quick service restaurant

    Energy Technology Data Exchange (ETDEWEB)

    Smith, V.A.; Young, R.; Spata, A.J.; Fisher, D.

    1999-07-01

    This paper describes the process of modeling a number of energy conservation measures used in constructing a new quick service restaurant. An hour-by-hour energy simulation model was used to predict energy savings for each energy conservation measure. The initial model was based on the design drawings and assumptions about operating conditions and energy use by the food service equipment. Based on a year's worth of measured energy and environmental data, the model inputs were calibrated and the model outputs were validated. The modifications to initial model conditions required for calibration and validation are discussed for each energy end use: lighting, water heating, HVAC, food processing, and building envelope. Differences between the measured data and the predicted results of the final model are summarized. The strengths and shortcomings of building energy modeling in the context of food service applications and the potential for future application of the model during restaurant design are discussed.

  11. The three keys to quality customer service: opening the doors to exceptional performance.

    Science.gov (United States)

    Myers, Pennie; Nance, Don W

    2002-01-01

    Excellence in customer service requires three things. The first is a commitment to a set of principles. These principles reflect beliefs and assumptions that people are valuable and deserve to be treated with dignity and respect. This commitment is expressed to customers by an adherence to six customer-friendly processes and by personnel who possess a high level of skill in the behaviors that make up customer service. When these three requirements are met, laboratorians not only maintain a competitive edge but also fulfill their mission as health-care professionals.

  12. Performance Issues Related to Web Service Usage for Remote Data Access

    International Nuclear Information System (INIS)

    Pais, V. F.; Stancalie, V.; Mihailescu, F. A.; Totolici, M. C.

    2008-01-01

    Web services are starting to be widely used in applications for remotely accessing data. This is of special interest for research based on small and medium scale fusion devices, since scientists participating remotely to experiments are accessing large amounts of data over the Internet. Recent tests were conducted to see how the new network traffic, generated by the use of web services, can be integrated in the existing infrastructure and what would be the impact over existing applications, especially those used in a remote participation scenario

  13. Service oriented product innovation for improved environmental performance. An an exploratory case study of the air conditioning and cooling sector

    Energy Technology Data Exchange (ETDEWEB)

    Cook, M.; Maggs, H.; Neame, C.; Lemon, M. [The School of Applied Sciences, Cranfield University, Cranfield, Bedfordshire (United Kingdom)

    2006-09-15

    The need to improve the environmental performance of production and consumption practices within advanced industrialised nations is widely accepted. Finding ways to satisfy demand using far fewer resources is central to research in this field. For many, the trajectories of service orientated products are thought to provide an opportunity to address this need and anticipate futures in which economic growth is de-coupled from resource use. This paper presents the findings of exploratory research in the air-conditioning and cooling sector, which sought to understand how these benefits might be realised. It suggests that these benefits will not arise as a result of economic restructuring but rather that a deeper understanding of the process of service innovation, which underpins trajectories of service orientated products, is required to develop effective policy.

  14. Public service motivation and job performance of public sector employees in the Netherlands

    NARCIS (Netherlands)

    Leisink, P.L.M.; Steijn, B.

    2009-01-01

    This article contributes in three ways to our understanding of public service motivation (PSM) and its effects. In the first place, it applies an abridged version of Perry's measurement scale in the Dutch public sector. Although the results of the analysis show that PSM is a valid concept in this

  15. 77 FR 63417 - Senior Executive Service; Departmental Performance Review Board Members

    Science.gov (United States)

    2012-10-16

    ... least three members. In the case of an appraisal of a career appointee, more than half the members shall consist of career appointees. The names and titles of the PRB members are as follows: Nani A. Coloretti... Management Service and Bureau of the Public Debt Cynthia Z. Springer, Deputy Commissioner, Accounting and...

  16. Front-office/back-office configurations and operational performance in complex health services

    NARCIS (Netherlands)

    Gemmel, P.; van Steenis, T.; Meijboom, B.R.

    2014-01-01

    BACKGROUND: Acquired brain injury (ABI) occurs from various causes at different ages and leads to many different types of healthcare needs. Several Dutch ABI-networks installed a local co-ordination and contact point (CCP) which functions as a central and easily accessible service for people to

  17. Determining the Performances of Pre-Service Primary School Teachers in Problem Posing Situations

    Science.gov (United States)

    Kilic, Cigdem

    2013-01-01

    This study examined the problem posing strategies of pre-service primary school teachers in different problem posing situations (PPSs) and analysed the issues they encounter while posing problems. A problem posing task consisting of six PPSs (two free, two structured, and two semi-structured situations) was delivered to 40 participants.…

  18. 26 CFR 31.3121(b)-3 - Employment; services performed after 1954.

    Science.gov (United States)

    2010-04-01

    ... where the contract of service is entered into is immaterial. The citizenship or residence of the... may constitute employment. (v) A vessel includes every description of watercraft, or other contrivance... American vessel or American aircraft, the citizenship or residence of the employee is immaterial, and the...

  19. 26 CFR 31.3306(c)-2 - Employment; services performed after 1954.

    Science.gov (United States)

    2010-04-01

    ... service is entered into is immaterial. The citizenship or residence of the employee or of the person... or other employees on or in connection with the vessel or aircraft may constitute employment. (v) A... citizenship or residence of the employee is immaterial, and the citizenship or residence of the employer is...

  20. Foster Youth Evaluate the Performance of Group Home Services in California

    Science.gov (United States)

    Green, Rex S.; Ellis, Peter T.

    2008-01-01

    In 2003 foster youth employed by a foster youth advocacy organization suggested that an evaluation of group home services to foster youth be conducted in Alameda County, California. This report presents the development and conduct of this evaluation study; how funding was obtained; and how foster youth were hired, trained, and employed to produce…

  1. Implementation of a High-Performance Cardiopulmonary Resuscitation Protocol at a Collegiate Emergency Medical Services Program

    Science.gov (United States)

    Stefos, Kathryn A.; Nable, Jose V.

    2016-01-01

    Out-of-hospital cardiac arrest (OHCA) is a significant public health issue. Although OHCA occurs relatively infrequently in the collegiate environment, educational institutions with on-campus emergency medical services (EMS) agencies are uniquely positioned to provide high-quality resuscitation care in an expedient fashion. Georgetown University's…

  2. 78 FR 51275 - Members of Senior Executive Service Performance Review Boards

    Science.gov (United States)

    2013-08-20

    ..., Associate CIO, Strategy and Planning (IT) Julieta Garcia, Director, Customer Assistance, Relationships and...) Debra L. Nelson, Director, Management Services (IT) Nina E. Olson, National Taxpayer Advocate (TAS... Management Office (IT) David W. Stender, Associate CIO, Cybersecurity (IT) Peter J. Stipek, Director...

  3. 76 FR 52735 - Members of Senior Executive Service Performance Review Boards

    Science.gov (United States)

    2011-08-23

    ..., Specialty Programs (SB/SE); Robin DelRey Jenkins, Director, Office of Business Modernization (SB/ SE... (CI); David W. Stender, Associate CIO, Cybersecurity (MITS); Peter J. Stipek, Director, Customer Accounts Services (W&I); Keith V. Taylor, Director, Human Resources (SB/SE); Peter C. Wade, Business...

  4. Factors That Predict Pre-Service Teachers' Teaching Performance

    Science.gov (United States)

    Corcoran, Roisin P.; O'Flaherty, Joanne

    2018-01-01

    Understanding the factors that contribute to an effective teacher has the potential to influence selection and preparation of pre-service teachers and may influence student outcomes. Prior research suggests a relationship between teacher characteristics (academic achievement, verbal ability, gender) and teacher effectiveness, however, these…

  5. Service Quality Assessment of an Airport Restaurants Using Important Performance Analyze

    Directory of Open Access Journals (Sweden)

    Aslı Albayrak

    2014-09-01

    Full Text Available In today’s, because of some reasons such as increase in disposable income, urbanization and decreasing time due to the education and work increase number of people eating in restaurants and depend ofthis,number of restaurant has increased with every passing day. That’s why ıt’s vitally important for a restaurant to meet the demands and expectations of customers and offer quality service for the survival. Therefore, the aim of this study was to identify gap between customers’ demands and expectation and correspondingly service quality in Turkish airline restaurants.Eight fast food restaurants in Istanbul Atatürk Airline were selected for this study. Questionnaires were used to collect data and 321 airline restaurant costumer responded to the questionnaire distributed between the months of February and May in 2014. For data analysis, frequency tables and t test were used. According to the results, when customers identify some service quality dimensions are sufficient, they identify other service quality dimensions inadequate.

  6. 7 CFR 993.159 - Payments for services performed with respect to reserve tonnage prunes.

    Science.gov (United States)

    2010-01-01

    ..., incidental to acquisition or storage; (ii) Direct labor costs, which include those for weighing, receiving... overhead costs, which include those for supervision, indirect labor, fuel, power and water, taxes and... the costs for necessary services rendered by handlers in connection with reserve prunes. (2) Such...

  7. Performance of the measures of processes of care for adults and service providers in rehabilitation settings.

    Science.gov (United States)

    Bamm, Elena L; Rosenbaum, Peter; Wilkins, Seanne; Stratford, Paul

    2015-01-01

    In recent years, client-centered care has been embraced as a new philosophy of care by many organizations around the world. Clinicians and researchers have identified the need for valid and reliable outcome measures that are easy to use to evaluate success of implementation of new concepts. The current study was developed to complete adaptation and field testing of the companion patient-reported measures of processes of care for adults (MPOC-A) and the service provider self-reflection measure of processes of care for service providers working with adult clients (MPOC-SP(A)). A validation study. In-patient rehabilitation facilities. MPOC-A and measure of processes of care for service providers working with adult clients (MPOC-SP(A)). Three hundred and eighty-four health care providers, 61 patients, and 16 family members completed the questionnaires. Good to excellent internal consistency (0.71-0.88 for health care professionals, 0.82-0.90 for patients, and 0.87-0.94 for family members), as well as moderate to good correlations between domains (0.40-0.78 for health care professionals and 0.52-0.84 for clients) supported internal reliability of the tools. Exploratory factor analysis of the MPOC-SP(A) responses supported the multidimensionality of the questionnaire. MPOC-A and MPOC-SP(A) are valid and reliable tools to assess patient and service-provider accounts, respectively, of the extent to which they experience, or are able to provide, client-centered service. Research should now be undertaken to explore in more detail the relationships between client experience and provider reports of their own behavior.

  8. School-based physical therapy services and student functional performance at school.

    Science.gov (United States)

    Mccoy, Sarah Westcott; Effgen, Susan K; Chiarello, Lisa A; Jeffries, Lynn M; Villasante Tezanos, Alejandro G

    2018-03-30

    We explored relationships of school-based physical therapy to standardized outcomes of students receiving physical therapy. Using a practice-based evidence research design, School Function Assessment (SFA) outcomes of 296 students with disabilities (mean age 7y 4mo [standard deviation 2y]; 166 males, 130 females), served by 109 physical therapists, were explored. After training, therapists completed 10 SFA scales on students at the beginning and end of the school year. Therapists collected detailed weekly data on services (activities, interventions, types, student participation) using the School-Physical Therapy Interventions for Pediatrics (S-PTIP) system. Stepwise linear regressions were used to investigate S-PTIP predictors of SFA outcomes. Predictors of SFA section outcomes varied in strength, with the coefficient of determination (R 2 ) for each outcome ranging from 0.107 to 0.326. Services that correlated positively with the SFA outcomes included mobility, sensory, motor learning, aerobic/conditioning, functional strengthening, playground access interventions, and higher student participation during therapy (standardized β=0.11-0.26). Services that correlated negatively with the SFA outcomes included providing services within student groups, within school activity, with students not in special education, during recreation activities, and with positioning, hands-on facilitation, sensory integration, orthoses, and equipment interventions (standardized β=-0.14 to -0.22). Consideration of outcomes is prudent to focus services. Overall results suggest we should emphasize active mobility practice by using motor learning interventions and engaging students within therapy sessions. No specific interventions predicted positively on all School Function Assessment (SFA) outcomes. Active movement practice seems related to overall better SFA outcomes. Active mobility practice improved SFA participation, mobility, recreation, and activities of daily living. Engaging

  9. 77 FR 65248 - Senior Executive Service; Public Debt Performance Review Board

    Science.gov (United States)

    2012-10-25

    ... Performance Review Board AGENCY: Bureau of the Public Debt, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Public Debt Performance Review Board (PRB) for the Bureau of the Public Debt (BPD). The PRB reviews the performance appraisals of career senior executives who are...

  10. Analyzing the Operation of Performance-Based Accountability Systems for Public Services. Technical Report

    Science.gov (United States)

    Camm, Frank; Stecher, Brian M.

    2010-01-01

    Empirical evidence of the effects of performance-based public management is scarce. This report describes a framework used to organize available empirical information on one form of performance-based management, a performance-based accountability system (PBAS). Such a system identifies individuals or organizations that must change their behavior…

  11. Performance evaluation of the activity meters of the Brazilian Nuclear Medicine Services in the country during 16 years

    International Nuclear Information System (INIS)

    Toledo, B.C. de; Oliveira, A.E. de; Iwahara, A.; Tauhata, L.; Delgado, J.U.

    2017-01-01

    Measurements of radionuclide activity are a very intense routine in the Nuclear Medicine Services (NMS) of Brazil. In order to guarantee the quality of these measurements, the Institute of Radioprotection and Dosimetry (IRD) has developed an activity measurement comparison program aiming at the improvement of these services. The evaluation methodology was the criterion of accuracy of the CNEN NN 3.05 standard. The reference value was established by the National Laboratory of Ionizing Radiation Metrology (LNMR) of the IRD, RJ, Brazil. The results showed that 77% of the NMS reached a performance within the range of acceptance, whereas values obtained for the activity in the activity meters with Geiger-Müller (GM) type detectors, presented insufficient performance, supporting the prohibition of these calibrators

  12. Coordinating a Service Supply Chain under Arms Offset Program’s Intervention by Performance-Based Contracting

    Directory of Open Access Journals (Sweden)

    Yi-Kuei Lin

    2016-01-01

    Full Text Available This paper investigates a support service supply chain for coordinating with a local third-party logistics provider by arms offset program’s intervention and develops a performance-based contracting framework for the coordinating problem, which remains scarce in the literatures. The performance-based contracting framework evaluates payments and profits for the support service by a game-theoretical approach with principal-agent model. We prove that the proposed framework is an effective tool in acquiring the balance between maximum profit and minimum payment for both parties in the coordinating problem without moral hazard issue. A numerical study consolidates the formulated schemes as contracting preference for both parties’ decision with a higher profit margin at a lower customer’s payment.

  13. Performance assessment of patient dosimetry services and X-ray quality assurance instruments used in diagnostic radiology

    International Nuclear Information System (INIS)

    Green, S.; Palethrope, J.E.; Peach, D.; Bradley, D.A.

    1999-01-01

    Experiences of the Regional Radiation Physics and Protection Service (RRPPS) in performance assessment of diagnostic X-ray QA instrumentation and on-patient dosemeters are recounted. Issues relating to the provision of realistic and reproducible reference conditions for calibrated X-irradiations are considered and summary statistics from test measurements of dose and kVp meters are provided. For both dose and kVp meters it is indicated that as many as 25% of instruments used in routine use in the U.K. may require some adjustment before they can truly be said to be performing as the manufacturer intended. Results from intercomparison exercises for patient dosimetry services are also discussed. It is apparent that, for those centres participating in the exercise, dose assessments are generally being obtained to within a bias and a relative standard deviation of less then 10%

  14. The Role Of Marketing Environment Audit In Marketing Performance Through Index Of Services Marketing Excellence ISME In Bandung Stars Hotel

    Directory of Open Access Journals (Sweden)

    Likewati

    2015-08-01

    Full Text Available Abstract The purpose of this paper is to explain the marketing performance of stars hotel in Bandung city Indonesia through variables marketing environment audit Kotler et.al 1977 in which their effects are mediated through variable services marketing audit known as Index of Services Marketing ExcellenceISME BerryConant and Parasuraman 1991. The Population in this study consist of 73 hotels with various stars i.e 3 star hotels 4 and 5 in the city hotel in Bandung. From this population 30 stars hotels ware collected ramdomly in which 15 of them are 3- stars hotel 11 are 4- stars hotel and 5 are 5- stars hotels. Other than that some informan were interviewed to formed a qualitative aspect of this study one informan from each stars hotel and one from hotel organization in Bandung. To analyzed the quantitative data we used Partial Least Squares using SmartPLS-2 and Maxqda-11 to anlyzed the qualitative data. The results of the study show that the influence of marketing audit services ISME to the hotels marketing performance is not significant both variable in marketing environment audit significanly affect the marketing performance but Macro Environment audit is not significantly affect the ISME whereas task environment audit significantly affect the ISME. Thus there is no indirect effect of Marketing Environment to the marketing Performance. Our finding give a special case of ISME aplication to hotel industry proposed by Berry 1991which is used in services industry in general. The model proposed in this paper related to the work of Wu 2011 in that we use ISME in addition to enviromental variables. Other benefit from this study implied that hotels must conduct a regular evaluation of their marketing activities and strategies comprehensively sistematicaly periodicaly and objectively.

  15. Critical brand innovation factors (CBIF): understanding innovation and market performance in the Chinese high-tech service industry

    OpenAIRE

    Nguyen, Bang; Yu, Xiaoyu; Melewar, T. C.; Gupta, Suraksha

    2016-01-01

    Brand innovation sweeps aside established practices and disrupts the status quo, resulting in the transformation of markets. The present study develops and tests a model of critical brand innovation factors (CBIF) by examining key factors influencing firm-level brands' innovation and increased market performance. Adapting both organizational elements and market response characteristics, the model integrates four key variables in China's industrial service markets: innovation, internationaliza...

  16. Pelvic floor and anal sphincter trauma should be key performance indicators of maternity services.

    Science.gov (United States)

    Dietz, H P; Pardey, J; Murray, H

    2015-01-01

    There is an increasing awareness of maternal somatic birth trauma, which affects many more women than previously thought, primarily in the form of anal sphincter and levator ani tears. Given that such trauma occurs in about one-third of all women giving birth vaginally for the first time, and given that it has serious long-term consequences, it should be audited by all maternity services with a view to providing remedial therapy to delay or prevent subsequent morbidity, and to facilitate practice improvement. The increasing availability of modern imaging equipment and the skills of using it for pelvic floor assessment means that it is now becoming possible to provide such services postnatally.

  17. A performance comparison of two emotion-recognition implementations using OpenCV and Cognitive Services API

    Directory of Open Access Journals (Sweden)

    Beltrán Prieto Luis Antonio

    2017-01-01

    Full Text Available Emotions represent feelings about people in several situations. Various machine learning algorithms have been developed for emotion detection in a multimedia element, such as an image or a video. These techniques can be measured by comparing their accuracy with a given dataset in order to determine which algorithm can be selected among others. This paper deals with the comparison of two implementations of emotion recognition in faces, each implemented with specific technology. OpenCV is an open-source library of functions and packages mostly used for computer-vision analysis and applications. Cognitive services is a set of APIs containing artificial intelligence algorithms for computer-vision, speech, knowledge, and language processing. Two Android mobile applications were developed in order to test the performance between an OpenCV algorithm for emotion recognition and an implementation of Emotion cognitive service. For this research, one thousand tests were carried out per experiment. Our findings show that the OpenCV implementation got a better performance than the Cognitive services application. In both cases, performance can be improved by increasing the sample size per emotion during the training step.

  18. Career histories and managerial performance of health care chief executive officers: an empirical study in the Italian National Health Service.

    Science.gov (United States)

    Mascia, Daniele; Piconi, Ilaria

    2013-01-01

    Organizational studies widely acknowledge the importance of the relationship between CEO's career histories and managerial performance. Although the health care management literature largely explores the role of CEOs, whether and how top managers' career histories affect their own performance remains still unknown in this industry. The aim of this study was to investigate the career histories of health care CEOs and to explore their impact on managerial performance. Primary data were collected from a sample of 124 CEOs leading health care organizations in the Italian National Health Service in 2008. Biographic data were accessed to gather information about relevant CEOs' demographics and their career histories. The relevance of CEOs' prior experience was considered, taking into account the prominence of health care organizations in which they passed through in their career histories. Regression analyses were employed to assess the impact of CEOs' career histories on their managerial performance. Top managers already appointed as CEOs were more likely to achieve higher levels of performance. Careers with long tenure within the National Health Service appear to increase managerial performance. Those CEOs who accumulated prior experience in a large number of health care structures and who spent time working at the most prominent hospitals were also more likely to achieve higher levels of managerial performance. In health care, a CEO's career history does impact his or her managerial performance. Specifically, patterns of career that imply higher mobility across health care organizations are important. Although interorganizational mobility is significant for CEO performance, the same does not hold for mobility across industries. These findings contribute to the current debate about the need for management renovation within health care organizations.

  19. Accuracy of national key performance indicator reporting from two Aboriginal medical services: potential to underestimate the performance of primary health care.

    Science.gov (United States)

    2017-05-09

    Objective The aim of the present study was to assess the accuracy of extracting national key performance indicator (nKPI) data for the Online Community Health Reporting Environment for Health Services (OCHREStreams) program using the Pen Computer Systems (Leichhardt, NSW, Australia) Clinical Audit Tool (CAT) from Communicare (Telstra Health Communicare Systems, Perth, WA, Australia), a commonly used patient information management system (PIMS) in Aboriginal primary care. Methods Two Aboriginal Community-Controlled Health Services (ACCHSs) were recruited to the present study. A sample of regular clients aged ≥55 years from each ACCHS was selected and a subset of 13 nKPIs was examined. A manual case note audit of the nKPI subset within Communicare was undertaken by a clinician at each participating ACCHS and acted as a 'gold standard' comparator for three query methods: (1) internal Communicare nKPI reports; (2) PenCS CAT nKPI manual filtering (a third-party data-extraction tool); and (3) nKPI data submitted to the Improvement Foundation qiConnect portal. Results No errors were found in nKPI data extraction from Communicare using the CAT and subsequent submission to the qiConnect portal. However, the Communicare internal nKPI report included deceased clients and past patients, and we can be very confident that deceased clients and past patients are also included in the qiConnect portal data. This resulted in inflation of client denominators and an underestimation of health service performance, particularly for nKPIs recording activity in the past 6 months. Several minor errors were also detected in Communicare internal nKPI reports. Conclusions CAT accurately extracts a subset of nKPI data from Communicare. However, given the widespread use of Communicare in ACCHSs, the inclusion of deceased clients and past patients in the OCHREStreams nKPI data program is likely to have resulted in systematic under-reporting of health service performance nationally. What is known

  20. Leading public service organizations: How to obtain high employee self-efficacy and organizational performance

    DEFF Research Database (Denmark)

    Jacobsen, Christian Bøtcher; Andersen, Lotte Bøgh

    2017-01-01

    Concerns are sometimes raised that transactional leadership harms public organisations’ performance, because demands thwart employees’ self-efficacy. However, the opposite may be argued – conditional rewards strengthen feelings of competence because they provide positive feedback on performance. ......, the teachers’ self-efficacy can be linked positively to organisational performance. This suggests that rewards can be an important tool for managers in the public sector....

  1. Effects of Supply Chain Risk Management on Organization Performance: Case of Andy Forwarders Services Limited

    OpenAIRE

    Caroline Wanjiru Munyuko

    2015-01-01

    The purpose of the research was to determine the effects of Supply chain risk management on organization performance. Previous studies have focused on risk management within the general context of an organization but little attention has been focused on how supply chain risk affect organization performance in terms of its bottom line profits and overall organization objectives. Particular attention was paid to the effects of supply chain risk management variables to the performance of the org...

  2. A Causal Model of Linkages between Environment and Organizational Structure, and Its Performance Implications in International Service Distribution: An Empirical Study of Restaurant and Hotel Industry

    OpenAIRE

    Kim, Seehyung

    2005-01-01

    This research develops and tests a model of the service unit ownership and control patterns used by international service companies. The main purpose of this study is to investigate trivariate causal relationships among environmental factors, organizational structure, and perceived performance in the internationalization process of service firms. A service firm operating in foreign soil has a choice of three general entry mode strategies offering different degrees of ownership and control of ...

  3. Performance-Based Service Acquisition (PBSA) Study and Graduate Level Course Material

    National Research Council Canada - National Science Library

    Kennedy, Penny S; McClure, Joe T

    2005-01-01

    .... It is important to understand that the PBSA contract form involves acquisition strategies, methods, and techniques that define and communicate measurable performance expectations in terms of outcomes...

  4. Only when the societal impact potential is high? A panel study of the relationship between public service motivation and performance

    DEFF Research Database (Denmark)

    Loon, Nina van; Kjeldsen, Anne Mette; Andersen, Lotte Bøgh

    Does the performance of public organizations benefit from high public service motivation (PSM) under all circumstances? This article studies whether the societal impact potential (SIP) – the degree to which the job provides opportunities to contribute to society of the job –moderates the relation......Does the performance of public organizations benefit from high public service motivation (PSM) under all circumstances? This article studies whether the societal impact potential (SIP) – the degree to which the job provides opportunities to contribute to society of the job –moderates...... the relationship between PSM and self-perceived performance, first on the individual level, and second on an organizational level. By shifting to the organizational level we are able to provide a test over time. Using organizational panel data from 2010 and 2012 on approximately 13.000 public employees, we...... (organizational level) or even no relationship (individual level) when SIP is low. This is an important insight for organizations that aim to enhance their performance through PSM as it shows that individual motives only contribute to performance when they are accounted for in the design of the work....

  5. 26 CFR 31.3121(b)(8)-1 - Services performed by a minister of a church or a member of a religious order.

    Science.gov (United States)

    2010-04-01

    ... and application as is given to the term for income tax purposes. (3) (i) If a minister is performing..., is engaged by N University to teach history and mathematics. He performs no other service for N...

  6. Cardiopulmonary resuscitation by Emergency Medical Services in South Africa: Barriers to achieving high quality performance

    Directory of Open Access Journals (Sweden)

    Jean-Paul Veronese

    2018-03-01

    Conclusion: Overall knowledge and skill performance was below standard. This study suggests that theoretical knowledge has a small but notable role to play on some components of skill performance. Demographic variables that affected both knowledge and skill may be used to improve training and the overall quality of Basic Life Support CPR delivery by EMS personnel.

  7. University Library Strategy Development: A Conceptual Model of Researcher Performance to Inform Service Delivery

    Science.gov (United States)

    Maddox, Alexia; Zhao, Linlin

    2017-01-01

    This case study presents a conceptual model of researcher performance developed by Deakin University Library, Australia. The model aims to organize research performance data into meaningful researcher profiles, referred to as researcher typologies, which support the demonstration of research impact and value. Three dimensions shaping researcher…

  8. Developing Measures of Job Performance for Support Staff in Housing Services for People with Intellectual Disabilities

    Science.gov (United States)

    Hatton, Chris; Wigham, Sarah; Craig, Jaime

    2009-01-01

    Background: There is an absence of research concerning the assessment of housing support worker job performance, particularly in the development of job performance measures that reflect the priorities of people with intellectual disabilities and their families. Method: A worker-oriented job analysis method was used to develop four short job…

  9. Performance management and cost effectiveness of public services : empirical evidence from Dutch municipalities

    NARCIS (Netherlands)

    de Groot, Hans; van Hulst, B.L.

    2011-01-01

    The performance of public organizations is one of the key topics in public administration research. Cost-effectiveness as a dimension of performance has hardly been studied in this literature, however. Many governments currently are cutting budgets on an unprecedented scale after the world-wide

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

    Science.gov (United States)

    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…

  11. The performance implications of outsourcing customer support to service providers in emerging versus established economies

    NARCIS (Netherlands)

    Raassens, N.; Wuyts, S.H.K.; Geyskens, I.

    Recent discussions in the business press query the contribution of customer-support outsourcing to firm performance. Despite the controversy surrounding its performance implications, customer-support outsourcing is still on the rise, especially to emerging markets. Against this backdrop, we study

  12. The performance implications of outsourcing customer support to service providers in emerging versus established economies

    NARCIS (Netherlands)

    Raassens, N.; Wuyts, S.; Geyskens, I.

    2014-01-01

    Recent discussions in the business press query the contribution of customer-support outsourcing to firm performance. Despite the controversy surrounding its performance implications, customer-support outsourcing is still on the rise, especially to emerging markets. Against this backdrop, we study

  13. Perceptions of newly-qualified nurses performing compulsory community service in KwaZulu-Natal.

    Science.gov (United States)

    Govender, Selverani; Brysiewicz, Petra; Bhengu, Busisiwe

    2015-07-08

    Compulsory community service (CCS) for nurses commenced in South African January 2008 after it was legislated in the new Nursing Act (Act No. 33 of 2005). Nurses completing their registered nurse programme are registered as community nurse practitioners (CNPs) during the CCS period and make up the largest number of health professionals serving CCS. Whilst health institutions have welcomed CNPs as additional resources for the shortage of nursing staff, no structured guidelines have been provided at a regional level as to how these nurses should be utilised or managed during the CCS year. To date, no large-scale study has been conducted on nurses carrying out CCS in order to generalise the findings. To establish the perceptions of newly-qualified nurses carrying out CCS in KwaZulu-Natal, South Africa. A quantitative survey design was used to obtain data from a randomly selected sample of the 2012 cohort of nurses carrying out CCS in KwaZulu-Natal. CNPs have a positive attitude toward CCS and perceive themselves as being well prepared for the year of community service in terms of knowledge, skills and ability to administer nursing care. They identified positive benefits of the year of community service.The concerns raised were limited orientation and support; and a few CNPs experienced problems of acceptance by the nurses with whom they work. It is recommended that all health institutions who receive CNPs develop structured orientation and support for these nurses in order to promote their development, thereby enhancing their benefit to the communities they serve.

  14. Service Quality Assessment of an Airport Restaurants Using Important Performance Analyze

    OpenAIRE

    Aslı Albayrak

    2014-01-01

    In today’s, because of some reasons such as increase in disposable income, urbanization and decreasing time due to the education and work increase number of people eating in restaurants and depend ofthis,number of restaurant has increased with every passing day. That’s why ıt’s vitally important for a restaurant to meet the demands and expectations of customers and offer quality service for the survival. Therefore, the aim of this study was to identify gap between cus...

  15. Internal service quality by integrated approach Performance Control Matrix (PCM & Importance-Satisfaction Model (Studied in Yazd Regional Power Company

    Directory of Open Access Journals (Sweden)

    Saeid Peirow

    2016-02-01

    Full Text Available Today, the internal service quality as one of the most important factors affecting the recruitment and retention of staff is considered. The present study sought to examine the internal service quality of Yazd Regional Electric, finally, select appropriate strategies to improve the quality of local services in the organization. The application of this study is base on survey method.Data were collected from questionnaires to evaluate the 26 components of internal service quality of Yazd Regional Electric, has been used. Research community is the staff of the organisation.Also, the sample size, the initial questionnaire was distributed according to Cochran's formula is calculated.In order to analyze research data, the model is important - satisfaction and performance control matrix to identify those components that are used need to be improved.Also, in order to prioritize measures to improve employee satisfaction index is used. Data analysis using above tools show, 8 criteria are in improvment area. So, these criteria are prioritized with ESI.

  16. Performance evaluation of data center service localization based on virtual resource migration in software defined elastic optical network.

    Science.gov (United States)

    Yang, Hui; Zhang, Jie; Ji, Yuefeng; Tan, Yuanlong; Lin, Yi; Han, Jianrui; Lee, Young

    2015-09-07

    Data center interconnection with elastic optical network is a promising scenario to meet the high burstiness and high-bandwidth requirements of data center services. In our previous work, we implemented cross stratum optimization of optical network and application stratums resources that allows to accommodate data center services. In view of this, this study extends the data center resources to user side to enhance the end-to-end quality of service. We propose a novel data center service localization (DCSL) architecture based on virtual resource migration in software defined elastic data center optical network. A migration evaluation scheme (MES) is introduced for DCSL based on the proposed architecture. The DCSL can enhance the responsiveness to the dynamic end-to-end data center demands, and effectively reduce the blocking probability to globally optimize optical network and application resources. The overall feasibility and efficiency of the proposed architecture are experimentally verified on the control plane of our OpenFlow-based enhanced SDN testbed. The performance of MES scheme under heavy traffic load scenario is also quantitatively evaluated based on DCSL architecture in terms of path blocking probability, provisioning latency and resource utilization, compared with other provisioning scheme.

  17. A Hierarchy of Network Performance Characteristics for Grid Applications and Services

    Energy Technology Data Exchange (ETDEWEB)

    Lowekamp, B

    2004-07-06

    This document describes a standard set of network characteristics that are useful for Grid applications and services as well as a classification hierarchy for these characteristics. The goal of this work is to identify the various types of network measurements according to the network characteristic they measure and the network entity on which they are taken. This document defines standard terminology to describe those measurements, but it does not attempt to define new standard measurement methodologies or attempt to define the best measurement methodologies to use for grid applications. However, it does attempt to point out the advantages and disadvantages of different measurement methodologies. This document was motivated by the need for the interchange of measurements taken by various systems in the Grid and to develop a common dictionary to facilitate discussions about and specifications for measurement systems. The application of this naming system will facilitate the creation of common schemata for describing network monitoring data in Grid Monitoring and Discovery Services, and thus help to address portability issues between the wide variety of network measurements used between sites of a Grid.

  18. Hamilton Utilities Corporation annual report 2002 : people, performance, productivity : the business of public service

    International Nuclear Information System (INIS)

    2002-01-01

    A brief overview of the municipally-owned Hamilton Utilities Corporation was provided. When Ontario's electricity market opened to competition, it allowed wholesale and retail electricity marketers to operate on a competitive basis. This report describes how Hamilton Hydro, the largest subsidiary, successfully faced the challenges brought about by the open market. The strategy of growth as a multi-utility corporation progressed significantly. Major financial restructuring was completed, income level was maintained, as well as a strong balance sheet. The construction of Hamilton's first district energy system was effected by Hamilton Community Energy, another subsidiary. This project is expected to provide heat to 10 buildings in the downtown area, producing 3.5 megawatts of electricity for the City. The third subsidiary, FibreWired, applied its vast communications expertise to the health care sector. It offered Virtual Private Network (VPN) services to area hospitals and other health care providers in pharmaceutical and biotechnology. A major study was undertaken jointly with the City of Hamilton. It examined the feasibility of restructuring water and wastewater services into a municipally owned corporation under the umbrella of Hamilton Utilities Corporation. Various examples were provided throughout the report to better illustrate how corporate vision was translated into reality. tabs

  19. Association of post-traumatic stress disorder and work performance: A survey from an emergency medical service, Karachi, Pakistan.

    Science.gov (United States)

    Kerai, Salima; Pasha, Omrana; Khan, Uzma; Islam, Muhammad; Asad, Nargis; Razzak, Junaid

    2017-01-01

    The purpose of the study was to explore the association between post-traumatic stress disorder (PTSD) and work performance of emergency medical services personnel in Karachi, Pakistan. Emergency medical service personnel were screened for potential PTSD using Impact of Event Scale-Revised (IES-R). Work performance was assessed on the basis of five variables: number of late arrivals to work, number of days absent, number of days sick, adherence to protocol, and patient satisfaction over a period of 3 months. In order to model outcomes like the number of late arrivals to work, days absent and days late, negative binomial regression was applied, whereas logistic regression was applied for adherence to protocol and linear for patient satisfaction scores. Mean scores of PTSD were 24.0±12.2. No association was found between PTSD and work performance measures: number of late arrivals to work ( RR adj 0.99; 0.98-1.00), days absent ( RR adj 0.98; 0.96-0.99), days sick ( RR adj 0.99; 0.98-1.00), adherence to protocol ( OR adj 1.01; 0.99-1.04) and patient satisfaction ( β 0.001%-0.03%) after adjusting for years of formal schooling, living status, coping mechanism, social support, working hours, years of experience and anxiety or depression. No statistically significant association was found between PTSD and work performance amongst EMS personnel in Karachi, Pakistan.

  20. Compliance with focused antenatal care services: do health workers in rural Burkina Faso, Uganda and Tanzania perform all ANC procedures?

    Science.gov (United States)

    Conrad, Paul; Schmid, Gerhrd; Tientrebeogo, Justin; Moses, Arinaitwe; Kirenga, Silvia; Neuhann, Florian; Müller, Olaf; Sarker, Malabika

    2012-03-01

    To assess health workers' compliance with the procedures set in the focused antenatal care (ANC) guidelines in rural Uganda, Tanzania and Burkina Faso; to compare the compliance within and among the three study sites; and to appraise the logistic and supply of the respective health facilities (HF). The cross-sectional study was conducted in the rural HF in three African countries. This descriptive observational study took place in HF in Nouna, Burkina Faso (5), Iganga, Uganda (6) and Rufiji, Tanzania (7). In total, 788 ANC sessions and service provisions were observed, the duration of each ANC service provision was calculated, and the infrastructures of the respective HF were assessed. Health workers in all HF performed most of the procedures but also omitted certain practices stipulated in the focused ANC guidelines. There was a substantial variation in provision of ANC services among HF within and among the country sites. The findings also revealed that the duration of first visits was ANC guidelines were often out of stock in most facilities. Health workers in all three country sites failed to perform all procedures stipulated in the focused ANC guideline; this could not be always explained by the lack of supplies. It is crucial to point out the necessity of the core procedures of ANC repeatedly. © 2011 Blackwell Publishing Ltd.