WorldWideScience

Sample records for program create customer

  1. Creating a comprehensive customer service program to help convey critical and acute results of radiology studies.

    Science.gov (United States)

    Towbin, Alexander J; Hall, Seth; Moskovitz, Jay; Johnson, Neil D; Donnelly, Lane F

    2011-01-01

    Communication of acute or critical results between the radiology department and referring clinicians has been a deficiency of many radiology departments. The failure to perform or document these communications can lead to poor patient care, patient safety issues, medical-legal issues, and complaints from referring clinicians. To mitigate these factors, a communication and documentation tool was created and incorporated into our departmental customer service program. This article will describe the implementation of a comprehensive customer service program in a hospital-based radiology department. A comprehensive customer service program was created in the radiology department. Customer service representatives were hired to answer the telephone calls to the radiology reading rooms and to help convey radiology results. The radiologists, referring clinicians, and customer service representatives were then linked via a novel workflow management system. This workflow management system provided tools to help facilitate the communication needs of each group. The number of studies with results conveyed was recorded from the implementation of the workflow management system. Between the implementation of the workflow management system on August 1, 2005, and June 1, 2009, 116,844 radiology results were conveyed to the referring clinicians and documented in the system. This accounts for more than 14% of the 828,516 radiology cases performed in this time frame. We have been successful in creating a comprehensive customer service program to convey and document communication of radiology results. This program has been widely used by the ordering clinicians as well as radiologists since its inception.

  2. Creating Customer Delight.

    Science.gov (United States)

    Black, Jim

    1995-01-01

    This article proposes that college admissions officers interested in improving service should focus on creating customer delight rather than simply satisfaction, studying the system when things go wrong rather than placing blame, establishing employee well-being as the highest priority of the organization, providing necessary tools and training…

  3. Customizing learning programs to the organization and its emplyees : How HRD practitioners create tailored learning programs

    NARCIS (Netherlands)

    Poell, R.F.; van der Krogt, F.J.

    2005-01-01

    This study investigates how HRD practitioners customise learning programs, that is, tailor them to take into account the demands set by organisation and participants. A theoretical account of the relations between learning programmes and organisational/individual characteristics is provided. Results

  4. The TROJAN Project: Creating a Customized International Orthopedic Training Program for Junior Doctors.

    Science.gov (United States)

    Kalraiya, Ashish; Buddhdev, Pranai

    2015-03-03

    Musculoskeletal problems account for a vast proportion of presentations encountered by doctors globally, with figures ranging from 15-36%. However, the time medical schools allocate to learning orthopedics is by no means proportional to this. This study aims to bridge this gap by developing an international orthopedic teaching program tailored to the specific knowledge and skills required by junior doctors in different countries. This prospective study asked fifty junior doctors, who had recently completed an orthopedics job, what three orthopedic teaching topics taught retrospectively would have benefitted their clinical practice. The most requested topics were used to design educational workshops for junior doctors and these consequently comprised the TROJAN (Teaching Requested by Orthopaedic Juniors And Novices) training program. Data was collected from twenty-five junior doctors in KwaZulu-Natale State, South Africa, and twenty-five in London, UK. It is therefore in these two countries that the TROJAN program was subsequently made available. Participants who selected topics were within two years of graduating medical school and had worked an orthopedic or Accident and Emergency job within the last year. 49% of topics chosen by SA doctors were practical skills such as wrist and ankle fracture reduction techniques, and management of open fractures. The most requested topic by UK doctors (11 out of 25) was management of neck of femur fractures. This is rationalized by the fact South African doctors require more hands-on responsibility in their daily practice whereas in the UK greater emphasis is placed on optimizing patients for theatre and making sound management plans. TROJAN currently develops orthopedic skills and knowledge in junior doctors in South Africa and United Kingdom with teaching customized based upon location. Feedback has been exceptionally positive with every candidate thus far rating the usefulness of TROJAN as the highest option, very useful.

  5. Creating a successful relationship with customers.

    Science.gov (United States)

    Cotton, L; Sparrow, E

    1998-01-01

    In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.

  6. Factors for Creating Online Customer Loyalty

    OpenAIRE

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

    Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer l...

  7. Customer Loyalty Research : Can customer loyalty programs really build loyalty?

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

    Background: During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion...

  8. Creating customer value by streamlining business processes.

    Science.gov (United States)

    Vantrappen, H

    1992-02-01

    Much of the strategic preoccupation of senior managers in the 1990s is focusing on the creation of customer value. Companies are seeking competitive advantage by streamlining the three processes through which they interact with their customers: product creation, order handling and service assurance. 'Micro-strategy' is a term which has been coined for the trade-offs and decisions on where and how to streamline these three processes. The article discusses micro-strategies applied by successful companies.

  9. Customization creates more efficient, cleaner rigs

    Energy Technology Data Exchange (ETDEWEB)

    Budd, G.

    2002-08-01

    Technological advances in drilling equipment are essential to improving efficiency in the oilpatch; getting the technological upper hand on the competition is no less important for drilling equipment manufacturers than for actors in other sectors of the industry. While off-the-shelf uniformity that reduces unit cost has been the trend in fabricating field gas compression modules, custom manufacturing has become very popular in the rig manufacturing sector. Examples from Crown Energy Technologies and Tesco Corporation, both of Calgary, Aecon Industrial's Edmonton operations, PCL Industrial Construction Ltd of Nisku, and Toromont Process Systems of Houston and Calgary are described to illustrate the widespread demand for customized drilling rigs, including the growing preference for electric drives. Top drive systems, as opposed to rotary drives also have become very popular; six out of ten rigs are sold with electric top drives today compared with fewer than 10 rigs a decade ago. At the same time, Tesco has recently signed a deal with Conoco Inc to construct three revolutionary drilling rigs using Tesco's proprietary Casing Drilling Technology, which uses standard oilfield casing instead of drill pipe, allowing operators to simultaneously drill, case and evaluate oil and gas wells. Aecon and PCL Industrial Construction have had much demand for customized spools and modules particularly from the oil sands industry, while Toromont Process Systems is also expanding its Calgary facilities to meet the demand for its dual gas compression equipment used by power stations for gas compression and co-generation, natural gas refrigeration and specialty gas processing.

  10. Customer Service Programming

    Science.gov (United States)

    1982-01-01

    Use of computer program STRCMACS has enabled Illinois Bell Telephone, a subsidiary of American Telephone and Telegraph to cut software development costs about 10 percent by reducing program maintenance and by allowing the department to bring other software into operation more quickly. It has also been useful in company training of programming staff.

  11. The Ties that Bind: Creating Great Customer Service.

    Science.gov (United States)

    Lisker, Peter

    2000-01-01

    Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

  12. Creating effective social marketing: let your customer be your guide.

    Science.gov (United States)

    Brookes, R

    2000-02-01

    Social marketing uses commercial marketing techniques to change behaviors that benefit individuals or society in general. Unlike conventional marketing, which seeks to sell products or services, social marketing aims to promote voluntary behavior change. Some examples of behaviors that have changed due to social marketing are: using seat belts, wearing bike helmets, child immunizations, and smoking cessation. Although good social marketing campaigns use the same techniques as that of commercial marketers, by letting the customer be the guide for all major decisions, it is not primarily advertising and is not about top-down planning and decisions. Instead, it is about having a consumer orientation, which means understanding the target audience very well. An effective social marketer must be committed to ongoing communication with the audience in order to create programs, products, or practice that enable them to make the changes desired.

  13. Customer satisfaction with training programs

    NARCIS (Netherlands)

    Mulder, M.

    2001-01-01

    In this contribution, a model of evaluation of customer satisfaction about training programs is described. The model is developed and implemented for an association of training companies. The evaluation has been conducted by an independent organisation to enhance the thrustworthiness of the

  14. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

    A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

  15. Make a customer, not a sale : A study on customer's perception of loyalty programs

    OpenAIRE

    Anderson, Louise

    2013-01-01

    The Swedish food retail industry is one with fierce competition, small product differentiation and increasingly disloyal customers. Consequently in order to create and retain loyal customers many of the stores offer some kind of loyalty schemes. The effectiveness of loyalty programs have been questioned, but it is proposed that in order for a loyalty program to be successful it must offer benefits that are perceived as valuable by customers. Thus the purpose of this qualitative study is to in...

  16. Custom Visualization without Real Programming

    DEFF Research Database (Denmark)

    Pantazos, Kostas

    Information Visualization tools have simplified visualization development. Some tools help simple users construct standard visualizations; others help programmers develop custom visualizations. This thesis contributes to the field of Information Visualization and End-User Development. The first...... contribution of the thesis is a taxonomy for Information Visualization development tools. Existing taxonomies from the Information Visualization field are helpful, but none of them can properly categorize visualization tools from a user development perspective. The categorization of 20 Information...... Visualization tools proves the applicability of this taxonomy, and the result showed that there are no Dragand- Drop tools that allow end-user developers as well as programmers to create custom visualizations. The second contribution is a new visualization development approach, the Drag...

  17. The impact of loyalty programs on customer loyalty

    OpenAIRE

    Ištvancová, Dominika

    2017-01-01

    Loyalty programs are one of the tools that serve to create customer loyalty. The aim of this thesis is to determine whether loyalty programs of perfumeries and satisfaction with their impact on customer loyalty. The theoretical research summarizes the available knowledge about consumer behavior, loyalty and loyalty programs. The parfumeria market analysis in the Czech Republic and the content analysis of the MML TGI provide sufficient information about the established loyalty programs and the...

  18. The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang

    Directory of Open Access Journals (Sweden)

    Alimuddin Rizal Rivai

    2016-12-01

    Full Text Available                     This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.

  19. Decisions of customers loyalty programs formation

    OpenAIRE

    Gudonavičienė, Rasa; Rutelionė, Aušra

    2009-01-01

    In order that company could be prosper, successful and competitive in the market it has to keep the customer loyal. Recently business companies have started to focus on the present customers more, seeking to keep them by using various loyalty programs. Well prepared and developed loyalty stimulation tools can be effective method to strengthen relations with customers, increase sales, identify the most popular and best saleable products, evaluate how to choose the best price decisions, form th...

  20. 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...

  1. The role of consumer confidence in creating customer loyalty

    NARCIS (Netherlands)

    Ou, Yi-Chun; de Vries, Lisette; Wiesel, Thorsten; Verhoef, Pieter

    How can firms retain customers during recessions? To answer this question, we investigate the moderating role of consumer confidence (CC) on the effects of three types of crucial customer loyalty strategies. These strategies are value equity (VE), brand equity (BE), and relationship equity (RE),

  2. Creating a management system for customer information for a small business CASE: Botisto

    OpenAIRE

    Aho, Timo

    2012-01-01

    The purpose of this thesis project was to find and create a better solution for handling customer information at Botisto. Botisto is Spanish company selling mass customized men’s footwear. Before this thesis project, the customer information was collected manually. This information consisted, for example, of names, preferred shoe sizes and address information. During this project, it was decided that a customer information system will to be created from scratch. The system was develop...

  3. Value Creating Logic of Customer-Driven Product Development

    DEFF Research Database (Denmark)

    Hansen, Anders Peder; Sommer, Anita Friis

    This paper focuses on how companies on business-to-business markets, characterized by complex customer problems, organize and manage the interaction process as part of the management of customer requests for new products. More specifically it is investigated how the intra-organizational activities...... the relationship between customer problems of high complexity and the organization of activities in the buyer-supplier interaction process. Building on value configuration theory and theory of problem complexity this research contributes to widen our understanding of how marketing and problem solving processes...... part of the problem solving process is configured, when taking the customer supplier interaction into consideration. The research takes an inter-and intra-organizational perspective by focusing on the dyad between a buyer and supplier. A single case study is applied in order to investigate...

  4. Leveraging the Customer Base: Creating Competitive Advantage Through Knowledge Management

    OpenAIRE

    Elie Ofek; Miklos Sarvary

    2001-01-01

    Professional services firms (e.g., consultants, accounting firms, or advertising agencies) generate and sell business solutions to their customers. In doing so, they can leverage the cumulative experience gained from serving their customer base to either reduce their variable costs or increase the quality of their products/services. In other words, their "production technology" exhibits some form of increasing returns to scale. Growth and globalization, coupled with recent advances in informa...

  5. What drives customer participation in loyalty programs?

    OpenAIRE

    Hörold, Maïté

    2017-01-01

    Relationship marketing, both in research and in practice, has increasingly gained in importance over the last decades and loyalty programs have become a widely used customer relationship management tool. Despite considerable interest and investment in loyalty programs, the number of active members remains relatively low and the impact of loyalty programs on company profitability is more than often called into question. This research studies customers’ attitude and behaviour towards loyalty pr...

  6. Pedagogical design for knowledge creating inquiry in customer projects

    Directory of Open Access Journals (Sweden)

    Hanni Muukkonen

    2013-09-01

    Full Text Available Two higher education courses involving students, teachers, and customers in multifaceted experiences of knowledge creation are described. The Trialogical Learning Approach (TLA provides a theoretical framework to address learning and teaching organized around authentic problems and the development of shared knowledge objects, such as reports, products, and new practices. The approach directs attention to those aspects of social interaction and artifact-mediated activities, which focus on the development of shared objects and the pursuit of novel knowledge and understanding. The roles of technology-mediation, customer involvement, and guidance in developing effective pedagogical practices for knowledge creation were addressed. It appears necessary to design sufficient open-endedness and complexity for students’ teamwork to generate unpredictable, practical, and epistemologically challenging situations. Pedagogical design for such a process has different foci in the four central phases: planning, project initiation, project execution, and presentation and evaluation. Planning and initiation are central to establishing relevance and project awareness for the collaboration of student teams with a customer. Guidance and expert modeling during project initiation and execution is needed to overcome feelings of uncertainty during a challenging and complex assignment. Mediation provided by collaboration tools facilitates reflection on collective practices, iterative development of knowledge objects, and documentation of the learning outcomes of customer projects.

  7. The Impact of Customer Loyalty Program to Customer Loyalty (Study of Gaudi Clothing Store Manado)

    OpenAIRE

    Rumbay, Priscilla Jennifer

    2014-01-01

    This research is to analyze the impact of loyalty program member card to customer loyalty in Gaudi clothing store Manado. Loyalty program is one of the important marketing strategic in industries nowadays to gain customer and to retain customer. Loyalty program member card contains of discount, point reward, special treatment and privilege are influencing the customer loyalty in this case Gaudi clothing store Manado card holder. This research is a quantitative research that associative with m...

  8. 17 CFR 270.0-11 - Customer identification programs.

    Science.gov (United States)

    2010-04-01

    ... 17 Commodity and Securities Exchanges 3 2010-04-01 2010-04-01 false Customer identification... (CONTINUED) RULES AND REGULATIONS, INVESTMENT COMPANY ACT OF 1940 § 270.0-11 Customer identification programs... implementing regulation at 31 CFR 103.131, which requires a customer identification program to be implemented...

  9. Customer Satisfaction with the Loyalty Programs in Retail

    Directory of Open Access Journals (Sweden)

    Kraljević Radojka

    2017-12-01

    Full Text Available The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53 that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

  10. Customer loyalty programs: the role of different value constructs in building customer loyalty

    OpenAIRE

    So, Jing Theng

    2017-01-01

    In times of severe competition, loyalty programs (LPs) are introduced by firms to provide customers with added value to gain higher levels of loyalty and retention. While LPs are claimed to engender customer loyalty, researchers have not reached a decision about whether these programs are worthwhile for businesses in the long-run. Despite being a popular research area in the marketing literature, previous studies have found inconsistent results regarding the effectiveness of these programs in...

  11. Customer Driven Uniform Manufacture (CDUM) Program. Customer Driven Uniform Management Apparel Research

    Science.gov (United States)

    2008-11-13

    ABSTRACT (Maximum 200 Words) The DLA and DSCP sponsored Customer Driven Uniform Manufacturing (CDUM) program’s primary goals are to reduce total...functions that make decisions or consume apparel items. PDIT’s CDUM assignments were to create the web accessible database, create decision support tools...Manufacturing Monitoring Processes ....................................................40  Figure 32 – Assign Contract to Buyer

  12. THE CLUB CARD AS A CUSTOMER REWARDS PROGRAM

    OpenAIRE

    Fischer, Carla Escalante; Luansagul, Korakote

    2011-01-01

    In the current competitive market environment, customer loyalty efforts is one of the most important factors for achieving strategic success, especially considering that increased loyalty and customer satisfaction can have a positive influence on long-term financial performance of business entities. Since research has shown that retaining current customers can be more profitable than trying to find new ones, developing loyalty plays an important part in any marketing strategy aiming to create...

  13. Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm

    Science.gov (United States)

    Islam, Kaliym A.

    2017-01-01

    The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer…

  14. Price or Privilege? Customer Perception on Loyalty Programs

    Directory of Open Access Journals (Sweden)

    Asnan Furinto

    2011-12-01

    Full Text Available The main purpose of the research is to understand how customers perceive loyalty programs. The author argues that types of loyalty programs could be classified into two: price based and privilege based. This research models that customer perceptions on loyalty programs, differ between these two types, and is contingent upon the relationship between customers and firm. Using settings of air-line domestic passengers and bank customers in Indonesia, the research provides evidence that price based rewards are perceived to provide higher utility perception in contractual relationships compared to non contractual relationships. However, this research failed to provide empirical support that privilege based rewards are perceived to provide higher utility perception in non contractual relation-ship compared to contractual relationship. Firms are therefore, encouraged to incorporate affective elements into their loyalty programs, on top of monetary elements, in order for the loyalty programs to be better perceived by their customers.

  15. Comparison of Customer Attitudes towards Loyalty Programs in Prague and in London

    Directory of Open Access Journals (Sweden)

    Radek Tahal

    2015-09-01

    Full Text Available Loyalty programs rank among the most important marketing tools used for motivating customers in repeated purchases. The history is more than a hundred years old and there are many interesting points in the development. At present, programs can be built on the basis of various algorithms. In any case, it is necessary to develop such programs that are positively accepted by customers, viewed as useful, creating emotional ties to a retailer or to a brand. This study is based on primary data collected in the Czech Republic and in Great Britain, and it aims at two research targets. The first is to compare customers´ preferences in choosing loyalty programs in the two countries, to find similarities and differences. The second target is to make a comparison of customers´ willingness in disclosing their personal data for a retailer when signing up for a loyalty program.

  16. Marketing for straight A's? How one practice created a customer-service brand identity.

    Science.gov (United States)

    Eliscu, Andrea T

    2008-01-01

    The four A's of marketing today--access, availability, accountability and accommodation--drive a successful medical practice. This case study describes how Lake Mary (Fla.) Pediatrics, an established, midsized group, used the four A's in an expansion venture. The group redefined its image in the community, creating brand identities for its two locations and establishing customer service and quality care as hallmarks in the minds of both patients and referring professionals.

  17. Loyalty programs (FPs in tourism: Importance of long term relationship with customers

    Directory of Open Access Journals (Sweden)

    Lukić Tamara

    2016-01-01

    Full Text Available This paper emphasizes the significance of developing long-term relationships with customers through the introduction of loyalty programs in everyday business. The paper further presents a link between the creation of a solid consumer base and their value in providing stable profits to companies for a longer period of time. Thus, in order to better understand the importance of customer lifetime value, authors gave a simple example how companies could calculate potential profit of a single consumer. Also, the paper explains the principle of CRM and presents the rules in creating incentives for customers to engage in frequent purchases of tourism products. Especially, authors of this paper highlight the need of developing frequency programs (FPs as a guideline in creation of customized relationships with customers, using examples from companies operating in the tourism sector.

  18. Creating Inclusive Youth Programs for LGBTQ+ Communities

    Directory of Open Access Journals (Sweden)

    Katherine E. Soule

    2017-06-01

    Full Text Available It is vital for youth to experience inclusive programming that is welcoming. Extension has a responsibility and an obligation to provide youth with programs and spaces that are inclusive of all sexes, gender identities, gender expressions, and sexual orientations. This article provides an overview of appropriate terminology, as well as steps for creating inclusive Extension spaces and programs for youth who identify as members of lesbian, gay, bisexual, transgender, or queer/questioning (LGBTQ+ communities. With a focus on urban Extension audiences, this article uses accessible language, self-reflective prompts, and supporting visual aids to share lessons learned from ongoing inclusivity trainings with Extension personnel across the nation, as well as from research activities and inclusive programming.

  19. Data Programming: Creating Large Training Sets, Quickly

    Science.gov (United States)

    Ratner, Alexander; De Sa, Christopher; Wu, Sen; Selsam, Daniel; Ré, Christopher

    2018-01-01

    Large labeled training sets are the critical building blocks of supervised learning methods and are key enablers of deep learning techniques. For some applications, creating labeled training sets is the most time-consuming and expensive part of applying machine learning. We therefore propose a paradigm for the programmatic creation of training sets called data programming in which users express weak supervision strategies or domain heuristics as labeling functions, which are programs that label subsets of the data, but that are noisy and may conflict. We show that by explicitly representing this training set labeling process as a generative model, we can “denoise” the generated training set, and establish theoretically that we can recover the parameters of these generative models in a handful of settings. We then show how to modify a discriminative loss function to make it noise-aware, and demonstrate our method over a range of discriminative models including logistic regression and LSTMs. Experimentally, on the 2014 TAC-KBP Slot Filling challenge, we show that data programming would have led to a new winning score, and also show that applying data programming to an LSTM model leads to a TAC-KBP score almost 6 F1 points over a state-of-the-art LSTM baseline (and into second place in the competition). Additionally, in initial user studies we observed that data programming may be an easier way for non-experts to create machine learning models when training data is limited or unavailable. PMID:29872252

  20. Creating effective loyalty programs knowing what (wo-)men want

    OpenAIRE

    Melnyk, V.

    2005-01-01

    Loyalty programs started to boom in the late 1990s, under the main premise that it is cheaper to keep existing customers than to attract new ones. However, despite their popularity, many loyalty programs are ineffective and fail to stimulate the desired loyalty of customers. Therefore, the debate whether loyalty programs actually enhance customer loyalty still continues among marketing scientists and practitioners. The main goal of this dissertation is to identify factors that make loyalty pr...

  1. Creating a Masters in Numeracy Program

    Directory of Open Access Journals (Sweden)

    Eric Gaze

    2010-07-01

    Full Text Available The Master of Science in Numeracy program at Alfred University received full approval from the New York State Education Department (NYSED in May of 2007. This first-of-its-kind program seeks to provide teachers at all levels, from across the curriculum, the skills, and more importantly the confidence, to introduce relevant quantitative concepts in their own disciplines. Created to be a complement of the MS Ed. in Literacy, the 30-hour MS in Numeracy program consists of four required core courses (Teaching Numeracy, Teaching with Data, Assessment and Learning Theories in Numeracy, and Doing Science and Numeracy, five electives from a list of numeracy and literacy courses, and a Masters project. The program graduated its first student in May 2008 and three more since then. Major challenges for the program have included the uncertain (i.e., by-application connection between an MS and licensure (in contrast to the automatic professional certification for MS Ed. degrees and the small number of faculty involved in teaching the numeracy courses. The current status of the program is questionable as the person (the author who taught the first three core courses has left the University and has not yet been replaced. Even so, I believe this MS in Numeracy program offers a potentially useful example of a strategy to enhance the spread of QL through teacher preparation.

  2. Creating innovative programs for the future.

    Science.gov (United States)

    Allen, Patricia E; Keough, Vicki A; Armstrong, Myrna L

    2013-09-01

    Although several major national mandates advocate for a better educated workforce, this push comes at a time when the competition for faculty, financial resources, advanced technology, and students remains strong. If nurse educators are seriously considering creating a new nurse program at their school, some key points are essential during the development stage. Using the innovation frameworks from the Institute of Healthcare Improvement, from the global design firm IDEO, and from Gladwell's The Tipping Point: How Little Things Can Make a Big Difference, this article examines the informal, formal, internal, and external work needed during program conceptualization, initial program exploration, resource infrastructure, support, and evaluation for an effective and innovative plan. Copyright 2013, SLACK Incorporated.

  3. The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang)

    OpenAIRE

    Alimuddin Rizal Rivai; Wahyudi Wahyudi

    2016-01-01

                        This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression appro...

  4. 78 FR 53466 - Modification of Two National Customs Automation Program (NCAP) Tests Concerning Automated...

    Science.gov (United States)

    2013-08-29

    ... Customs Automation Program (NCAP) Tests Concerning Automated Commercial Environment (ACE) Document Image... National Customs Automation Program (NCAP) tests concerning document imaging, known as the Document Image... the National Customs Automation Program (NCAP) tests concerning document imaging, known as the...

  5. Creating effective loyalty programs knowing what (wo-)men want

    NARCIS (Netherlands)

    Melnyk, V.

    2005-01-01

    Loyalty programs started to boom in the late 1990s, under the main premise that it is cheaper to keep existing customers than to attract new ones. However, despite their popularity, many loyalty programs are ineffective and fail to stimulate the desired loyalty of customers. Therefore, the debate

  6. Creating Customized Data Files in {E}-{P}rime: {A} Practical Tutorial

    Directory of Open Access Journals (Sweden)

    İyilikci, Osman

    2018-02-01

    Full Text Available There are packages that simplify experiment generation by taking advantage of graphical user interface. Typically, such packages create output files that are not in an appropriate format to be directly analyzed with a statistical package. For this reason, researchers must complete several time consuming steps, and use additional software to prepare data for a statistical analysis. The present paper suggests a particular E-Basic technique which is time saving in data analysis process and applicable to a wide range of experiments that measure reaction time and response accuracy. The technique demonstrated here makes it possible to create a customized and ready-to-analyze data file automatically while running an experiment designed in E-Prime environment.

  7. Beyond Customer Satisfaction: Reexamining Customer Loyalty to Evaluate Continuing Education Programs

    Science.gov (United States)

    Hoyt, Jeff E.; Howell, Scott L.

    2011-01-01

    This article provides questionnaire items and a theoretical model of factors predictive of customer loyalty for use by administrators to determine ways to increase repeat purchasing in their continuing education programs. Prior studies in the literature are discussed followed by results of applying the model at one institution and a discussion of…

  8. Customized biomimetic scaffolds created by indirect three-dimensional printing for tissue engineering

    International Nuclear Information System (INIS)

    Lee, Ju-Yeon; Choi, Bogyu; Wu, Benjamin; Lee, Min

    2013-01-01

    Three-dimensional printing (3DP) is a rapid prototyping technique that can create complex 3D structures by inkjet printing of a liquid binder onto powder biomaterials for tissue engineering scaffolds. Direct fabrication of scaffolds from 3DP, however, imposes a limitation on material choices by manufacturing processes. In this study, we report an indirect 3DP approach wherein a positive replica of desired shapes was printed using gelatin particles, and the final scaffold was directly produced from the printed mold. To create patient-specific scaffolds that match precisely to a patient's external contours, we integrated our indirect 3DP technique with imaging technologies and successfully created custom scaffolds mimicking human mandibular condyle using polycaprolactone and chitosan for potential osteochondral tissue engineering. To test the ability of the technique to precisely control the internal morphology of the scaffolds, we created orthogonal interconnected channels within the scaffolds using computer-aided-design models. Because very few biomaterials are truly osteoinductive, we modified inert 3D printed materials with bioactive apatite coating. The feasibility of these scaffolds to support cell growth was investigated using bone marrow stromal cells (BMSC). The BMSCs showed good viability in the scaffolds, and the apatite coating further enhanced cellular spreading and proliferation. This technique may be valuable for complex scaffold fabrication. (paper)

  9. Modeling Customer Behavior in Loyalty Programs

    OpenAIRE

    Taylor, Wayne

    2017-01-01

    Loyalty programs have exploded in popularity in recent decades. In the United States alone, membership has reached 1.3 billion (Ferguson and Hlavinka, 2007). In spite of their continued popularity, the effectiveness of these programs has been long debated in the literature, with mostly mixed results. Verhoef (2003) finds that the effects are positive but very small, DeWulf et al. (2001) finds no support for positive effects of direct mail, Shugan (2005) finds that firms gain short term revenu...

  10. 77 FR 48527 - National Customs Automation Program (NCAP) Test Concerning Automated Commercial Environment (ACE...

    Science.gov (United States)

    2012-08-14

    ... National Customs Automation Program (NCAP) test concerning the simplified entry functionality in the... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection National Customs Automation Program (NCAP) Test Concerning Automated Commercial Environment (ACE) Simplified Entry: Modification of...

  11. The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

    Directory of Open Access Journals (Sweden)

    Ricko Achmadi Putra

    2017-09-01

    Full Text Available This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM. The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

  12. The Program Administrator Cost of Saved Energy for Utility Customer-Funded Energy Efficiency Programs

    Energy Technology Data Exchange (ETDEWEB)

    Billingsley, Megan A.; Hoffman, Ian M.; Stuart, Elizabeth; Schiller, Steven R.; Goldman, Charles A.; LaCommare, Kristina

    2014-03-19

    End-use energy efficiency is increasingly being relied upon as a resource for meeting electricity and natural gas utility system needs within the United States. There is a direct connection between the maturation of energy efficiency as a resource and the need for consistent, high-quality data and reporting of efficiency program costs and impacts. To support this effort, LBNL initiated the Cost of Saved Energy Project (CSE Project) and created a Demand-Side Management (DSM) Program Impacts Database to provide a resource for policy makers, regulators, and the efficiency industry as a whole. This study is the first technical report of the LBNL CSE Project and provides an overview of the project scope, approach, and initial findings, including: • Providing a proof of concept that the program-level cost and savings data can be collected, organized, and analyzed in a systematic fashion; • Presenting initial program, sector, and portfolio level results for the program administrator CSE for a recent time period (2009-2011); and • Encouraging state and regional entities to establish common reporting definitions and formats that would make the collection and comparison of CSE data more reliable. The LBNL DSM Program Impacts Database includes the program results reported to state regulators by more than 100 program administrators in 31 states, primarily for the years 2009–2011. In total, we have compiled cost and energy savings data on more than 1,700 programs over one or more program-years for a total of more than 4,000 program-years’ worth of data, providing a rich dataset for analyses. We use the information to report costs-per-unit of electricity and natural gas savings for utility customer-funded, end-use energy efficiency programs. The program administrator CSE values are presented at national, state, and regional levels by market sector (e.g., commercial, industrial, residential) and by program type (e.g., residential whole home programs, commercial new

  13. Creating Value for Customer in Business Networks of High-Tech Goods Manufacturers

    Directory of Open Access Journals (Sweden)

    Joanna Wiechoczek

    2016-01-01

    Full Text Available The main paper goal is to recognize the category of value for customer with respect to high-tech products, and to propose a model of creation of this value in business networks established by manufacturers. The research methods include critical analysis of the literature, documentation method, as well as the case research method and observation method. The results of the research proved that the value offered to buyers is characterized by growing multidimensionality which results in increasing complexity of the creation process of this value by their manufacturers. Due to the fact that they do not have complex skills and resources to create the value independently, they form business networks. These networks include increasingly larger group of entities, in which the importance of individual cooperants is highly diversified.

  14. Developing Customized Programs for Steel and Other Heavy Industries.

    Science.gov (United States)

    Day, Philip R., Jr.

    1984-01-01

    Describes Dundalk Community College's (DCC's) customized training programs for local industries. Looks at employment problems and outlook in Baltimore County, the development of a training agreement with Bethlehem Steel, the use of the Developing a Curriculum (DACUM) process to develop skill profiles, and future directions. (DMM)

  15. Making It Count: Understanding the Value of Energy Efficiency Financing Programs Funded by Utility Customers

    Energy Technology Data Exchange (ETDEWEB)

    Kramer, Chris [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Fadrhonc, Emily Martin [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Goldman, Charles [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Schiller, Steve [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Schwartz, Lisa [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2015-12-01

    Utility customer-supported financing programs are receiving increased attention as a strategy for achieving energy saving goals. Rationales for using utility customer funds to support financing initiatives

  16. How Managers' Shared Mental Models of Business–Customer Interactions Create Different Sensemaking of Social Media

    DEFF Research Database (Denmark)

    Rydén, Pernille; Ringberg, Torsten; Wilke, Ricky

    2015-01-01

    Building on empirical research, we identify four mental models of business–customer interactions and show how each uniquely affects how managers conceptualize and use social media. The four models are “business-to-customers,” “business-from-customers,” “business-with-customers,” and “business......-for-customers.” The mental model approach helps explain why managers' use of social media does not necessarily lead to radical changes in their interaction with customers, despite the opportunities facilitated by these media. We provide a conceptual framework that enables managers to introspectively investigate their own...... mental models and thereby revise their sensemaking and use of social media....

  17. Internal Branding: Using Performance Technology To Create an Organization Focused on Customer Value.

    Science.gov (United States)

    Tosti, Donald T.; Stotz, Rodger

    2000-01-01

    Presents a performance technology approach to revenue enhancement, with the goal of improving customer retention through building customer value. Topics include internal branding, a way to make sure that what the company delivers matches what's promised in the advertising; product versus service brands; and customer satisfaction, including…

  18. Cranial reconstruction: 3D biomodel and custom-built implant created using additive manufacturing.

    Science.gov (United States)

    Jardini, André Luiz; Larosa, Maria Aparecida; Maciel Filho, Rubens; Zavaglia, Cecília Amélia de Carvalho; Bernardes, Luis Fernando; Lambert, Carlos Salles; Calderoni, Davi Reis; Kharmandayan, Paulo

    2014-12-01

    Additive manufacturing (AM) technology from engineering has helped to achieve several advances in the medical field, particularly as far as fabrication of implants is concerned. The use of AM has made it possible to carry out surgical planning and simulation using a three-dimensional physical model which accurately represents the patient's anatomy. AM technology enables the production of models and implants directly from a 3D virtual model, facilitating surgical procedures and reducing risks. Furthermore, AM has been used to produce implants designed for individual patients in areas of medicine such as craniomaxillofacial surgery, with optimal size, shape and mechanical properties. This work presents AM technologies which were applied to design and fabricate a biomodel and customized implant for the surgical reconstruction of a large cranial defect. A series of computed tomography data was obtained and software was used to extract the cranial geometry. The protocol presented was used to create an anatomic biomodel of the bone defect for surgical planning and, finally, the design and manufacture of the patient-specific implant. Copyright © 2014 European Association for Cranio-Maxillo-Facial Surgery. Published by Elsevier Ltd. All rights reserved.

  19. Customer loyalty program for the dual-energy clientele

    International Nuclear Information System (INIS)

    Lagace, C.

    1997-01-01

    Hydro-Quebec''s plans to provide a dual energy residential heating program, combining a main electric heating system and a fossil fuel back-up system, were described as an example of a customer loyalty program. It provides a portfolio of products and services answering to the different needs of customers. Dual-energy heating systems were first offered in Quebec as far back as the 1980s. Currently there are 115,000 Quebec households making use of this service. Some 35,000 of them have heat pumps and subscribe to Hydro-Quebec''s DT rate which is based on fuel mode usage being determined by exterior temperatures. The dual-energy system permits a peak-saving of some 600 MW, while maintaining electricity sales of 1,000 GWh in off-peak periods. Experiences with this system and some of the important lessons learned, especially in terms of consumer relations, were summarized. 2 refs., 1 tab

  20. Interactions between Energy Efficiency Programs funded under the Recovery Act and Utility Customer-Funded Energy Efficiency Programs

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, Charles A.; Stuart, Elizabeth; Hoffman, Ian; Fuller, Merrian C.; Billingsley, Megan A.

    2011-02-25

    Since the spring of 2009, billions of federal dollars have been allocated to state and local governments as grants for energy efficiency and renewable energy projects and programs. The scale of this American Reinvestment and Recovery Act (ARRA) funding, focused on 'shovel-ready' projects to create and retain jobs, is unprecedented. Thousands of newly funded players - cities, counties, states, and tribes - and thousands of programs and projects are entering the existing landscape of energy efficiency programs for the first time or expanding their reach. The nation's experience base with energy efficiency is growing enormously, fed by federal dollars and driven by broader objectives than saving energy alone. State and local officials made countless choices in developing portfolios of ARRA-funded energy efficiency programs and deciding how their programs would relate to existing efficiency programs funded by utility customers. Those choices are worth examining as bellwethers of a future world where there may be multiple program administrators and funding sources in many states. What are the opportunities and challenges of this new environment? What short- and long-term impacts will this large, infusion of funds have on utility customer-funded programs; for example, on infrastructure for delivering energy efficiency services or on customer willingness to invest in energy efficiency? To what extent has the attribution of energy savings been a critical issue, especially where administrators of utility customer-funded energy efficiency programs have performance or shareholder incentives? Do the new ARRA-funded energy efficiency programs provide insights on roles or activities that are particularly well-suited to state and local program administrators vs. administrators or implementers of utility customer-funded programs? The answers could have important implications for the future of U.S. energy efficiency. This report focuses on a selected set of ARRA

  1. Innovating with customers online : A comparative study of European customers’ motives to co-create

    NARCIS (Netherlands)

    Constantinides, Efthymios; Lorenzo Romero, Carlota; Del Chiappa, Giacomo

    2018-01-01

    Online co-creation is popular due to the easy interaction with large numbers of customers on a global scale; increasingly, online customers are willing to spend time and effort on business innovation processes as a way to influence the development of products and services. Finding and attracting the

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

    Science.gov (United States)

    Venner, Mary Ann; Keshmiripour, Seti

    2016-01-01

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

  3. Virtual programs create e-commerce nightmares

    NARCIS (Netherlands)

    Carroll, C; Torres, M; Sanchez, B; Wills, E

    1999-01-01

    Pop-up consoles offer a (controversial) means of presenting ads over the Internet. If a number of pop-ups are opened using involuntary triggers located at the entrances of a number of sites, virtual programs will emerge comprised of the entire set of commands from all of the linked sites. Notably,

  4. The Customer Comes First: Implementing a Customer Service Program at the University of Minnesota, Twin Cities Libraries

    Science.gov (United States)

    Bayer, Jerrie; Llewellyn, Steven

    2011-01-01

    Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable levels of service across campus. Developing a customer service program was a logical next step to reinforce the ongoing…

  5. NEPTUNE Helping Program Managers Understand Their Program Customers

    National Research Council Canada - National Science Library

    Uriell, Zannette

    2004-01-01

    .... This annotated brief outlines some of these studies and discusses in greater detail a recent project that assessed a number of dissimilar programs, leading to the creation of the NEPTUNE System...

  6. 76 FR 69755 - National Customs Automation Program Test Concerning Automated Commercial Environment (ACE...

    Science.gov (United States)

    2011-11-09

    ... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection National Customs Automation... announces U.S. Customs and Border Protection's (CBP's) plan to conduct a National Customs Automation Program... conveyance transporting the cargo to the United States. This data will fulfill merchandise entry requirements...

  7. Creating a safe and stable nuclear program

    International Nuclear Information System (INIS)

    Muntzing, L.M.

    1993-01-01

    The institutional framework surrounding the development of the peaceful atom in many countries is composed of laws and implementing regulations. In the United States, this commenced with President Eisenhower's pledge in his 1953 address to the United National General Assembly that the United States would open-quotes devote its entire heart and mind to find the way by which the miraculous inventiveness of man shall not be dedicated to his death but consecrated to his life.close quotes Following this statement by President Eisenhower, the Atomic Energy Act of 1954 was enacted. The 1954 Act declared it to be the policy of the United States that open-quotes the development, use, and control of atomic energy shall be directed so as to make the maximum contribution to the general welfare.close quotes It directed the Atomic Energy Commission to conduct programs of research and development leading to the utilization of atomic energy for medical, biological, agricultural, health, industrial, or commercial purposes, including the generation of usable energy. From this beginning has come a never ending stream of innovations which has already contributed in a monumental way to human betterment. In the process, public and employee health and safety have been protected. Any objective evaluation must conclude that great benefits to the public have been achieved and the risk extraordinarily well managed. This legal and regulatory framework has worked well to benefit the public interest. The concept of laws and regulations defining the uses of peaceful nuclear energy applications has protected the public and operated for the benefit of mankind in many countries. Common principles exist, but diversity is also important

  8. A new "loyalty rewards" program in health care customer relationships.

    Science.gov (United States)

    Macstravic, Scott

    2006-01-01

    "Loyalty rewards" in sponsored DM and HRM programs can apply to both providers and consumers. Physicians and hospitals can be paid to "loyally" adhere to payers' guidelines for managing diseases and risks. Many payer and their outsourced vendor programs include significant efforts to create collaborations between payer and provider, rather than relying on unilateral efforts. And growing numbers are rewarding providers for their efforts and results achieved.

  9. Multi-vendor loyalty programs: influencing customer behavioral loyalty?

    Directory of Open Access Journals (Sweden)

    Teresa eVillacé-Molinero

    2016-02-01

    Full Text Available Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to see discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1,200 individuals (31,746 purchases belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

  10. Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

    Science.gov (United States)

    Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

    2016-01-01

    Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

  11. Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

    Science.gov (United States)

    Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

    2016-01-01

    Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change. PMID:26941677

  12. Mandatory Parent Education Programs Can Create Positive Youth Sport Experiences

    Science.gov (United States)

    Christofferson, Jennifer; Strand, Bradford

    2016-01-01

    Youth sport leaders must not ignore the influence parents have on creating a positive developmental experience for young athletes. Therefore, expectations involving parental involvement and conduct must be addressed prior to athletes' participation. This article aims to examine the importance of creating mandatory parental training programs for…

  13. CSR and the Frontline Context: How Social Programs Improve Customer Service

    Directory of Open Access Journals (Sweden)

    Korschun Daniel

    2016-05-01

    Full Text Available CSR activities such as charitable giving, environmental programs and ethical practices can motivate frontline employees. One of the key variables is organizational identification. CSR communicates values, and, if these values are consistent with a person’s own value system, it results in higher identification with the company. Employees who notice that consumers are fond of the company’s CSR activities will identify even more with the company. If CSR ranks high in their own personal value system and the value system of the consumer as well, they find common ground for conversations beyond immediate business talk. CSR can be an icebreaker in conversations with customers. Once service employees find out that customers share their passion for social or environmental causes, it creates a bond that is highly motivating. They become more confident that they know what the customers want. They are more motivated to serve those customers when they see that both of them care about the same sorts of things.

  14. Design, effectiveness and role of visual merchandising in creating customer appeal

    OpenAIRE

    Pillai, Rajasekharan; Iqbal, Azmiya; Umer, Habiba; Maqbool, Aisha; Sunil, Namrata

    2011-01-01

    This study aims to find out how and to what extent outlets incorporate visual merchandising, that appeals to the customers and lead to a potential purchase. The survey method was followed to conduct the study and data were collected through sampling techniques from identified respondents, who were selected through convenient and judgment methods. The major findings in the light of the objectives of this project were that most of the stores need to have attractive window displays, proper store...

  15. Structural and mechanical characterization of custom design cranial implant created using additive manufacturing

    OpenAIRE

    Khaja Moiduddin; Saied Darwish; Abdulrahman Al-Ahmari; Sherif ElWatidy; Ashfaq Mohammad; Wadea Ameen

    2017-01-01

    Background: Reconstruction of customized cranial implants with a mesh structure using computer-assisted design and additive manufacturing improves the implant design, surgical planning, defect evaluation, implant-tissue interaction and surgeon's accuracy. The objective of this study is to design, develop and fabricate cranial implant with mechanical properties closer to that of bone and drastically decreases the implant failure and to improve the esthetic outcome in cranial surgery with preci...

  16. CREATING CUSTOMER RELATIONSHIP MANAGEMENT BASED ON ISLAMIC VALUES: A CASE STUDY OF PT. BANK MUAMALAT INDONESIA TBK

    Directory of Open Access Journals (Sweden)

    Nuralam I.P.

    2016-10-01

    Full Text Available This research aims to provide an overview of the implementation of Customer Relationship Management (CRM based on Islamic values on PT. Bank Muamalat Indonesia TBK as the first sharia bank in Indonesia. It is also reviewed the current status of CRM at BMI and; the challenges and problems facing BMI and developing CRM strategy. Moreover, it explores the nature of CRM in context of business organisation and offers a religious perspective pertaining to organisation and management. The key successful of CRM is founded on trust, commitment, shared goals, and mutual benefits, while people, process, values, and images are the key principles of CRM. According to the key of successful and the key principles of CRM, the organisation can create strategic relationship implementation. Thus structure, staff, style, systems, and schemes are the 5-core elements of strategic CRM. The author will explore on those core elements what will be influenced by Islamic values extensively to make Excellent Customer Service. In fact, BMI has been applying good CRM where Islamic values can be seen on how the employees interact with the customers. The implementation of Islamic values create unique atmosphere of business activities and make it differs than other banks. However, some challenges are faced by BMI in system, cultural, staff, and networks issue. Nevertheless, the recommendations have been taken for this research is presented as the positive feedback of development.

  17. Advanced CANDU reactor development: a customer-driven program

    International Nuclear Information System (INIS)

    Hopwood, J.M.

    2005-01-01

    The Advanced CANDU Reactor (ACR) product development program is well under way. The development approach for the ACR is to ensure that all activities supporting readiness for the first ACR project are carded out in parallel, as parts of an integrated whole. In this way design engineering, licensing, development and testing, supply chain planning, construct ability and module strategy, and planning for commissioning and operations, all work in synergy with one another. Careful schedule management :ensures that program focus stays on critical path priorities.'This paper provides an overview of the program, with an emphasis on integration to ensure maximum project readiness, This program management approach is important now that AECL is participating as the reactor vendor in Dominion Energy's DOE-sponsored Combined Construction/Operating License (COL) program. Dominion Energy selected the ACR-700 as their reference reactor technology for purposes of demonstrating the COL process. AECL's development of the ACR is unique in that pre-licensing activities are being carded out parallel in the USA and Canada, via independent, but well-communicated programs. In the short term, these programs are major drivers of ACR development. The ACR design approach has been to optimize to achieve major design objectives: capital cost reduction, robust design with ample margins, proveness by using evolutionary change from existing :reference plants, design for ease :of operability. The ACR development program maintains these design objectives for each of the program elements: Design: .Carefully selected design innovations based on the SEU fuel/light water coolant:/heavy water moderator approach. Emphasis on lessons-learned review from operating experience and customer feedback Licensing: .Safety case based on strengths of existing CANDU plus benefits of optimised design Development and Test: Choice of materials, conditions to enable incremental testing building on existing CANDU and LWR

  18. 78 FR 27984 - Modification of the National Customs Automation Program Test (NCAP) Regarding Reconciliation for...

    Science.gov (United States)

    2013-05-13

    ... Customs Automation Program Test (NCAP) Regarding Reconciliation for Filing Certain Post-Importation Claims... Automation Program (NCAP) Reconciliation prototype test to include the filing of post-importation [[Page... of the Test Reconciliation, a planned component of the National Customs Automation Program (NCAP), as...

  19. Creating value in supply chains : suppliers' impact on value for customers, society and shareholders

    NARCIS (Netherlands)

    Kibbeling, M.I.

    2010-01-01

    This dissertation deals with the question how suppliers contribute to creating value in supply chains. The last decades have been characterized by increased specialization of business activities and, consequently, firms have outsourced between 50% and 80% of their business activities to suppliers.

  20. Creating value in supply chains : suppliers' impact on value for customers, society and shareholders

    OpenAIRE

    Kibbeling, M.I.

    2010-01-01

    This dissertation deals with the question how suppliers contribute to creating value in supply chains. The last decades have been characterized by increased specialization of business activities and, consequently, firms have outsourced between 50% and 80% of their business activities to suppliers. Accordingly, purchasing and supply management receives growing interest from both managers and academics. Traditionally, the focus of purchasing and supply management was on attaining superior cost ...

  1. E-SERVICE QUALITY FACTORS THAT WEB SITES SHOULD HAVE IN CREATING ELECTRONIC CUSTOMER SATISFACTION: A RESEARCH ON ONLINE (CLOTHING) SHOPPING SITES

    OpenAIRE

    YEYGEL CAKIR, Sinem; TEMEL EGINLI, Aysen

    2013-01-01

    Electronic applications have gained importance in Electronic Customer Relationship Management (CRM) together with integrating information transmission technology with especially marketing function actively and communication’s channelling to electronic atmosphere. Together with CRM, especially analytic CRM concept has become in forefront position, it has become a development towards analysing to information gathered with data searching to communicate with customers and create opportunities to ...

  2. A novel method for creating custom shaped ballistic gelatin trainers using plaster molds.

    Science.gov (United States)

    Doctor, Michael; Katz, Anne; McNamara, Shannon O; Leifer, Jessica H; Bambrick-Santoyo, Gabriela; Saul, Turandot; Rose, Keith M

    2018-03-01

    Simulation based procedural training is an effective and frequently used method for teaching vascular access techniques which often require commercial trainers. These can be prohibitively expensive, which allows for homemade trainers made of gelatin to be a more cost-effective and attractive option. Previously described trainers are often rectangular with a flat surface that is dissimilar to human anatomy. We describe a novel method to create a more anatomically realistic trainer using ballistic gelatin, household items, and supplies commonly found in an emergency department such as the plaster wrap typically used to make splints.

  3. 76 FR 34246 - Automated Commercial Environment (ACE); Announcement of National Customs Automation Program Test...

    Science.gov (United States)

    2011-06-13

    ... Environment (ACE); Announcement of National Customs Automation Program Test of Automated Procedures for In... Customs Automation Program (NCAP) test relating to highway movements of commercial goods that are transported in-bond through the United States from one point in Canada to another point in Canada. The NCAP...

  4. 78 FR 44142 - Modification of Two National Customs Automation Program (NCAP) Tests Concerning Automated...

    Science.gov (United States)

    2013-07-23

    ... Customs Automation Program (NCAP) Tests Concerning Automated Commercial Environment (ACE) Document Image... (CBP's) plan to modify the National Customs Automation Program (NCAP) tests concerning document imaging... entry process by reducing the number of data elements required to obtain release for cargo transported...

  5. 78 FR 66039 - Modification of National Customs Automation Program Test Concerning Automated Commercial...

    Science.gov (United States)

    2013-11-04

    ... Customs Automation Program Test Concerning Automated Commercial Environment (ACE) Cargo Release (Formerly...) plan to both rename and modify the National Customs Automation Program (NCAP) test concerning the... data elements required to obtain release for cargo transported by air. The test will now be known as...

  6. Generative design visualize, program, and create with processing

    CERN Document Server

    Bohnacker, Hartmut; Laub, Julia; Lazzeroni, Claudius

    2012-01-01

    Generative design is a revolutionary new method of creating artwork, models, and animations from sets of rules, or algorithms. By using accessible programming languages such as Processing, artists and designers are producing extravagant, crystalline structures that can form the basis of anything from patterned textiles and typography to lighting, scientific diagrams, sculptures, films, and even fantastical buildings. Opening with a gallery of thirty-five illustrated case studies, Generative Design takes users through specific, practical instructions on how to create their own visual experiments by combining simple-to-use programming codes with basic design principles. A detailed handbook of advanced strategies provides visual artists with all the tools to achieve proficiency. Both a how-to manual and a showcase for recent work in this exciting new field, Generative Design is the definitive study and reference book that designers have been waiting for.

  7. Making an APPropriate Care Program for Indigenous Cardiac Disease: Customization of an Existing Cardiac Rehabilitation Program.

    Science.gov (United States)

    Bradford, DanaKai; Hansen, David; Karunanithi, Mohan

    2015-01-01

    Cardiovascular disease is a major health problem for all Australians and is the leading cause of death in Aboriginal and Torres Strait Islanders. In 2010, more then 50% of all heart attack deaths were due to repeated events. Cardiac rehabilitation programs have been proven to be effective in preventing the recurrence of cardiac events and readmission to hospitals. There are however, many barriers to the use of these programs. To address these barriers, CSIRO developed an IT enabled cardiac rehabilitation program delivered by mobile phone through a smartphone app and succesfully trialed it in an urban general population. If these results can be replicated in Indigenous populations, the program has the potential to significantly improve life expectancy and help close the gap in health outcomes. The challenge described in this paper is customizing the existing cardiac health program to make it culturally relevant and suitable for Indigenous Australians living in urban and remote communities.

  8. 31 CFR 103.122 - Customer identification programs for broker-dealers.

    Science.gov (United States)

    2010-07-01

    ... Finance FINANCIAL RECORDKEEPING AND REPORTING OF CURRENCY AND FOREIGN TRANSACTIONS Anti-Money Laundering Programs Anti-Money Laundering Programs § 103.122 Customer identification programs for broker-dealers. (a... anti-money laundering compliance program required under 31 U.S.C. 5318(h). (2) Identity verification...

  9. 31 CFR 103.131 - Customer identification programs for mutual funds.

    Science.gov (United States)

    2010-07-01

    ... Finance FINANCIAL RECORDKEEPING AND REPORTING OF CURRENCY AND FOREIGN TRANSACTIONS Anti-Money Laundering Programs Anti-Money Laundering Programs § 103.131 Customer identification programs for mutual funds. (a... mutual fund's anti-money laundering program required under the regulations implementing 31 U.S.C. 5318(h...

  10. Sustained Energy Savings Achieved through Successful Industrial Customer Interaction with Ratepayer Programs: Case Studies

    Energy Technology Data Exchange (ETDEWEB)

    Goldberg, Amelie [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Hedman, Bruce [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Taylor, Robert P. [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Russell, Christopher [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States)

    2015-10-01

    Many states have implemented ratepayer-funded programs to acquire energy efficiency as a predictable and reliable resource for meeting existing and future energy demand. These programs have become a fixture in many U.S. electricity and natural gas markets as they help postpone or eliminate the need for expensive generation and transmission investments. Industrial energy efficiency (IEE) is an energy efficiency resource that is not only a low cost option for many of these efficiency programs, but offers productivity and competitive benefits to manufacturers as it reduces their energy costs. However, some industrial customers are less enthusiastic about participating in these programs. IEE ratepayer programs suffer low participation by industries across many states today despite a continual increase in energy efficiency program spending across all types of customers, and significant energy efficiency funds can often go unused for industrial customers. This paper provides four detailed case studies of companies that benefited from participation in their utility’s energy efficiency program offerings and highlights the business value brought to them by participation in these programs. The paper is designed both for rate-payer efficiency program administrators interested in improving the attractiveness and effectiveness of industrial efficiency programs for their industrial customers and for industrial customers interested in maximizing the value of participating in efficiency programs.

  11. 76 FR 9786 - NIOSH Dose Reconstruction Program Ten-Year Review-Phase I Report on Customer Service; Request for...

    Science.gov (United States)

    2011-02-22

    ... Reconstruction Program Ten-Year Review--Phase I Report on Customer Service; Request for Public Review and Comment... Review--Phase I Report on Customer Service.'' This publication is part of a review by NIOSH of its... during the program review: The customer service provided by NIOSH in the program. The document can be...

  12. Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

    Directory of Open Access Journals (Sweden)

    Marsella Yeanette Hatane

    2012-01-01

    Full Text Available Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality and brand image bring a significant positive impact toward customer satisfaction. Besides that, technical quality and functional quality bring a significant positive effect indirectly toward customer satisfaction through brand image as mediating.

  13. 31 CFR 103.123 - Customer identification programs for futures commission merchants and introducing brokers.

    Science.gov (United States)

    2010-07-01

    ... TRANSACTIONS Anti-Money Laundering Programs Anti-Money Laundering Programs § 103.123 Customer identification... each futures commission merchant's and introducing broker's anti-money laundering compliance program... money laundering activities, Federal law requires all financial institutions to obtain, verify, and...

  14. B. C. Hydro's new value-added customer service: the building check-up program

    International Nuclear Information System (INIS)

    Hepting, C.; Jung, C.; Herman, L.

    1996-01-01

    A recently initiated program of British Columbia Hydro, called 'building check-up' (BCU), which provides a package of value-added services to commercial and institutional customers, was described. The B. C. Hydro program offers a menu of services, allowing customers to select their own combinations. Type of services included in the menu range from basic billing information to energy audits, hourly energy analysis, bill calibration, energy efficiency screening and reporting. The program was instituted in response to a need to adjust demand-side management programs as the utility industry moves towards deregulation, and subsequent increased competition. The objective of the programs is not only to retain present customers but also to pursue new customers in a more competitive environment. Details of the various service components were provided. A preliminary assessment of the program found favorable customer reception. Future evaluation programs envisage formalized participant feedback, and a determination of the direct and indirect cost-effectiveness of the BCU program. 6 figs

  15. A study about Social Media Marketing for Local Grocery Stores : How Social media can be used to create a better customer relationship?

    OpenAIRE

    Shah, Fahid; Sindakovski, Robert

    2017-01-01

    The role of internet and the digitalized world are more relevant than ever before. The new phenomena of digital marketing has created a paradigm shift of existing marketing with new ways to market. Social media plays a significant role in this change, since it allows businesses to easily engage with its customers and to maintain relationships. For small and local businesses, this change has created great opportunities to interact more with the local audience. However, not all such businesses ...

  16. Do 'enabling technologies' affect customer performance in price-responsive load programs?

    International Nuclear Information System (INIS)

    Goldman, Charles A.; Kintner-Meyer, Michael; Heffner, Grayson

    2002-01-01

    Price-responsive load (PRL) programs vary significantly in overall design, the complexity of relationships between program administrators, load aggregators, and customers, and the availability of ''enabling technologies''. Enabling technologies include such features as web-based power system and price monitoring, control and dispatch of curtailable loads, communications and information systems links to program participants, availability of interval metering data to customers in near real time, and building/facility/end-use automation and management capabilities. Two state agencies - NYSERDA in New York and the CEC in California - have been conspicuous leaders in the demonstration of demand response (DR) programs utilizing enabling technologies. In partnership with key stakeholders in these two states (e.g., grid operator, state energy agencies, and program administrators), Lawrence Berkeley National Laboratory (LBNL) and Pacific Northwest National Laboratory (PNNL) surveyed 56 customers who worked with five contractors participating in CEC or NYSERDA-sponsored DR programs. We combined market research and actual load curtailment data when available (i.e., New York) or customer load reduction targets in order to explore the relative importance of contractor's program design features, sophistication of control strategies, and reliance on enabling technologies in predicting customer's ability to deliver load reductions in DR programs targeted to large commercial/industrial customers. We found preliminary evidence that DR enabling technology has a positive effect on load curtailment potential. Many customers indicated that web-based energy information tools were useful for facilitating demand response (e.g., assessing actual performance compared to load reduction contract commitments), that multiple notification channels facilitated timely response, and that support for and use of backup generation allowed customers to achieve significant and predictable load

  17. Targeting utility customers to improve energy savings from conservation and efficiency programs

    International Nuclear Information System (INIS)

    Taylor, Nicholas W.; Jones, Pierce H.; Kipp, M. Jennison

    2014-01-01

    Highlights: • Improving DSM program impacts by targeting high energy users. • DSM energy savings potential hinges on pre-participation performance. • Targeting can benefit different utilities and energy efficiency programs. • Overall performance can be improved by up to 250% via targeting strategies. - Abstract: Electric utilities, government agencies, and private interests in the US have committed and continue to invest substantial resources – including billions of dollars of financial capital – in the pursuit of energy efficiency and conservation through demand-side management (DSM) programs. While most of these programs are deemed to be cost effective, and therefore in the public interest, opportunities exist to improve cost effectiveness by targeting programs to those customers with the greatest potential for energy savings. This article details an analysis of three DSM programs offered by three Florida municipal electric utilities to explore such opportunities. First, we estimate programs’ energy savings impacts; second, we measure and compare energy savings across subgroups of program participants as determined by their pre-intervention energy performance, and third, we explore potential changes in program impacts that might be realized by targeting specific customers for participation in the DSM programs. All three programs resulted in statistically significant average (per-participant) energy savings, yet average savings varied widely, with the customers who performed best (i.e., most efficient) before the intervention saving the least energy and those who performed worst (i.e., least efficient) before the intervention saving the most. Assessment of alternative program participation scenarios with varying levels of customer targeting suggests that program impacts could be increased by as much as 80% for a professional energy audit program, just over 100% for a high-efficiency heat pump upgrade program, and nearly 250% for an attic insulation

  18. Implementing a customer focused continual business improvement program to improve the maintenance process

    International Nuclear Information System (INIS)

    Kharshafdjian, G.; Fisher, C.; Beres, T.; Brooks, S.; Forbes, S.; Krause, M.; McAuley, K.; Wendorf, M.

    2006-01-01

    Global market pressures and increasing competition demands that successful companies establish a continual business improvement program as part of implementing its business strategy. Such programs must be driven by the definition of quality from the customer's perspective. This customer quality focus often requires a change in all aspects of the business including products, services, processes and culture. This paper will describe how Atomic Energy of Canada Limited implemented a Continual Business Improvement Program in their Nuclear Laboratories Business Unit. In particular, to review how the techniques were applied to improve the maintenance process and the status of the project. Customer (internal users of the processes at CRL) feedback has shown repeatedly there is dissatisfaction of the maintenance process. Customers complain about jobs not getting done to schedule or being deferred. A project has been launched with the following goals: to improve the maintenance process customer satisfaction and increase trades wrench time by 30 minutes / trade / day. DMAIC (Define-Measure-Analyze-Improve-Control) methodology was applied to find out the Root Cause(s) of the problem, provide solutions, and implement improvements. The expected Operational Benefits include: Executing work efficiently to quality standards and business performance of the site, improve maintenance efficiencies, reduce cycle time for maintenance process and improve process yield, and improve customer and employee satisfaction. (author)

  19. Implementing a customer focused continual business improvement program to improve the maintenance process

    Energy Technology Data Exchange (ETDEWEB)

    Kharshafdjian, G.; Fisher, C.; Beres, T.; Brooks, S.; Forbes, S.; Krause, M.; McAuley, K.; Wendorf, M. [Atomic Energy of Canada Limited, Chalk River, Ontario (Canada)

    2006-07-01

    Global market pressures and increasing competition demands that successful companies establish a continual business improvement program as part of implementing its business strategy. Such programs must be driven by the definition of quality from the customer's perspective. This customer quality focus often requires a change in all aspects of the business including products, services, processes and culture. This paper will describe how Atomic Energy of Canada Limited implemented a Continual Business Improvement Program in their Nuclear Laboratories Business Unit. In particular, to review how the techniques were applied to improve the maintenance process and the status of the project. Customer (internal users of the processes at CRL) feedback has shown repeatedly there is dissatisfaction of the maintenance process. Customers complain about jobs not getting done to schedule or being deferred. A project has been launched with the following goals: to improve the maintenance process customer satisfaction and increase trades wrench time by 30 minutes / trade / day. DMAIC (Define-Measure-Analyze-Improve-Control) methodology was applied to find out the Root Cause(s) of the problem, provide solutions, and implement improvements. The expected Operational Benefits include: Executing work efficiently to quality standards and business performance of the site, improve maintenance efficiencies, reduce cycle time for maintenance process and improve process yield, and improve customer and employee satisfaction. (author)

  20. Knowledge is power: Customer load metering in the Victorian End-Use Measurement Program

    Energy Technology Data Exchange (ETDEWEB)

    Gavin, G. [CitiPower Ltd., Melbourne, VIC (Australia)

    1995-12-31

    The Victorian End-Use Measurement Program is a sophisticated load metering program being conducted over 500 sites in Victoria, covering the major customer sectors of residential, commercial and industrial. Its goal is to gather sufficient data to determine with statistical accuracy the load profiles of these major sectors, together with the load profiles of selected customer end-uses in the residential and commercial sectors, and selected building types in the commercial sector. This paper discusses the major elements of the program, the history of its development, the design of the statistical and operational components of the program, and its implementation in the field. In the Victorian electricity industry, with the combination of contestable customer metering and the End-Use Measurement program metering for the franchise/non-contestable market, there is now a considerable flow of customer load data. The opportunity exists for an accurate understanding of customer load needs, and the minimization of risk in business operations in the retail and wholesale market. (author).

  1. Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

    OpenAIRE

    Marsella Yeanette Hatane; Adinda Yosari; Felicia Christiana Hendautomo

    2012-01-01

    Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM) analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality an...

  2. Growing interest, growing programs, growing pains: Successfully customizing public outreach

    International Nuclear Information System (INIS)

    Wadkins, M.; Hill, C.; Hirsch, T.

    1994-01-01

    Since the mid-1980's, the Institutional and External Affairs staff of the Yucca Mountain Site Characterization Project (YMP) has developed, coordinated, and maintained various public outreach programs to carry out the YMP's open door policy of keeping local communities informed. However, public involvement first requires public knowledge and, therefore, various information programs have been established over the past few years. First came the speakers bureau program, then the exhibits and science centers; and then came the tours and school district educational programs. All these programs were geared toward teaching the mainstream general public about the YMP and issues related to things nuclear. Today, the YMP outreach programs are established and known and the demand from the public has seen a shift. Over 150 top scientists and staff from around the country who have come to work at the YMP have joined the outreach participant pool to speak to the public not only about Yucca Mountain, but about their areas of expertise as well. For this reason, the public has realized a great opportunity for a general science and engineering education resource -- the YMP staff themselves. In a panel discussion, open-quotes Trust and credibility: The central issueclose quotes, proceedings of the National Conference on Risk Communication, it was shown that university professors and science teachers were among the most trusted individuals in terms of public perception and that government staff and contractors the least trusted. However, when you utilize the core educated knowledge of a YMP scientist in order to teach general science and math, you have, to some extent, placed that individual in an educational role and thus increased trust. The YMP scientists enjoy talking about their general science knowledge and we have found that the public likes to hear about it too

  3. A new DoD initiative: the Computational Research and Engineering Acquisition Tools and Environments (CREATE) program

    International Nuclear Information System (INIS)

    Arevalo, S; Atwood, C; Bell, P; Blacker, T D; Dey, S; Fisher, D; Fisher, D A; Genalis, P; Gorski, J; Harris, A; Hill, K; Hurwitz, M; Kendall, R P; Meakin, R L; Morton, S; Moyer, E T; Post, D E; Strawn, R; Veldhuizen, D v; Votta, L G

    2008-01-01

    In FY2008, the U.S. Department of Defense (DoD) initiated the Computational Research and Engineering Acquisition Tools and Environments (CREATE) program, a $360M program with a two-year planning phase and a ten-year execution phase. CREATE will develop and deploy three computational engineering tool sets for DoD acquisition programs to use to design aircraft, ships and radio-frequency antennas. The planning and execution of CREATE are based on the 'lessons learned' from case studies of large-scale computational science and engineering projects. The case studies stress the importance of a stable, close-knit development team; a focus on customer needs and requirements; verification and validation; flexible and agile planning, management, and development processes; risk management; realistic schedules and resource levels; balanced short- and long-term goals and deliverables; and stable, long-term support by the program sponsor. Since it began in FY2008, the CREATE program has built a team and project structure, developed requirements and begun validating them, identified candidate products, established initial connections with the acquisition programs, begun detailed project planning and development, and generated the initial collaboration infrastructure necessary for success by its multi-institutional, multidisciplinary teams

  4. The impact of customer focus on program participation rates in the Virginia WIC Program (Special Supplemental Nutrition Program for Women, Infants, and Children).

    Science.gov (United States)

    Chance, K G; Green, C G

    2001-01-01

    It has been shown in the for-profit sector (business, service, and manufacturing) that the success of an organization depends on its ability to satisfy customer requirements while eliminating waste and reducing costs. The purpose of this article was to examine the impact of current practices in customer focus on program participation rates in the Virginia WIC Program. The results of this study showed that the use of customer-focused strategies was correlated to program participation rates in the WIC Program. The mean data showed that teamwork and accessibility were at unsatisfactory levels in Virginia.

  5. The influence of loyalty programs on customer´s loyalty with a focus on branded clothing stores

    OpenAIRE

    Běhounková, Klára

    2011-01-01

    This bachelor statement deals with the influence of loyalty programs on customer's loyalty with a focus on branded clothing stores. It defines a customer, his behavior, decision-making process and his loyalty to a firm. Also it defines marketing communication with customer,sales promotion, loyalty programs including species and benefits. It states specific loyalty programs Blažek, Reserved, Orsay, Marks&Spencer a S. Oliver. Final part evaluates the research of loyalty cards and their usage of...

  6. Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

    Directory of Open Access Journals (Sweden)

    Sandra-Dinora Orantes-Jiménez

    2017-08-01

    Full Text Available Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis. A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes. This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty

  7. Marketing implications of loyalty programs on customer relationship management within the airline industry

    Directory of Open Access Journals (Sweden)

    Karamata Ema

    2017-01-01

    Full Text Available One of the most remarkable tendencies on the market of airline services is that nowadays almost every airline company strive to build long-term relationships with customers/users of airline services through loyalty programs. The subject of the paper is to explore the role of Frequent Flyer Programs (FFPs in the scope of customer relationship management in airline industry and to determine whether affiliation to FFPs affects customers to buy tickets from the same airline carrier. For this purpose, an empirical analysis was conducted based on the data obtained from the survey conducted at the Belgrade airport Nikola Tesla, in September 2015. Hypothesis is formed in accordance with the stated aim of the work and was tested by using descriptive and graphical presentation as well as Chi-square statistical test. The results have shown that loyalty programs influence customers when choosing airlines, meaning that Frequent Flyer members tend to use air transportation services of airline carriers which are part of Frequent Flyer Program they belong to, whenever price and timing suit them. Furthermore, the chance of choosing the airline whose Frequent Flyer Program one is member of, increases proportionally to the length of membership and, more importantly, the number of flights that one has realized so far. Based on the tested hypothesis and observed preferences of the travelers, possible marketing implications of the results are pointed out in this article, as well as the analysis of the status and rating of our national airline according to surveyed passengers.

  8. Price responsive load programs: U.S. experience in creating markets for peak demand reductions

    International Nuclear Information System (INIS)

    Goldberg, Miriam L.; Michelman, Thomas; Rosenberg, Mitchell

    2003-01-01

    Demand response programs use a variety of pricing mechanisms to induce end-use customers to reduce demand at specified periods. U.S. distribution utilities, regional market operators, and their regulators have implemented demand response programs with the objectives of improving electric system reliability, avoiding price spikes, and relieving local transmission congestion. This paper reviews the design and performance of market-linked demand response programs operated in 2001 and 2002, focusing on the relationship between program design and customer participation and the development of accurate and feasible methods to measure demand response at the facility level

  9. Developing Customized Programs for Steel and Other Heavy Industries: A Case Study.

    Science.gov (United States)

    Day, Philip R., Jr.

    1984-01-01

    This article discusses the successful implementation of a unique customized training program for steel and other industries. A contextual framework for understanding both the process and the product is presented. Traditional labor management problems are examined as well as the DACUM (Developing a Curriculum) procedure of identifying job-related…

  10. COMPARISON OF CRM PROGRAMS BASING ON IMPROVING CUSTOMER PROFITABILITY: USING THE AHP METHOD

    Directory of Open Access Journals (Sweden)

    Dong-Fei Xue

    2014-04-01

    Full Text Available In this paper, we generalize the cause-related marketing (CRM methods that used by most current enterprises. And then, we probe into the difference of the effects of different types of CRM programs aiming at improving customer profitability by analytic hierarchy process (AHP. Consequently, we find out the sequencing results and provide some reference to the enterprises while performing CRM programs.

  11. Corporate Social Responsibility Program Impacts the Customer Loyalty of Bank Rakyat Indonesia Branch Manado

    OpenAIRE

    Mekel, Peggy A.; Talumepa, Gary C.

    2014-01-01

    The successfulness of a firm is not just determined by its financial metrics. Corporate social responsibility (CSR) lately becomes one major concern in businesses which are indicating whether the company goes well or not. CSR program is the major concern that will be elaborate in this research. The aim of this research is to know if CSR programs of BRI branch Manado impact its customer loyalty and what are the factors that influence. This study is conducted by quantitative technique with asso...

  12. For the Benefit of California Electricity Ratepayers: Electricity Sector Options for the Use of Allowance Value Created under California’s Cap-and-Trade Program

    OpenAIRE

    Burtraw, Dallas; McLaughlin, David; Szambelan, Sarah Joh

    2012-01-01

    California will implement a cap-and-trade program to limit emissions of carbon dioxide covering industry and electricity sector emissions in 2013, expanding to cover transportation and natural gas in 2015. Although cap-and-trade would increase annual electricity costs for the average customer by $30 to nearly $100, the allowance value created under the program can offset all of these costs and even reduce electricity bills. California’s Air Resources Board has directed electricity regulators ...

  13. Analyzing the relationships among perceptions on store loyalty programs, trust, customer commitment to the relationship and store loyalty through structural equation modeling

    OpenAIRE

    Yeniçeri, Tülay; Erten, Ela

    2008-01-01

    Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and ...

  14. How to Create a Learning-Centered ESL Program

    Science.gov (United States)

    Bista, Krishna

    2011-01-01

    This paper reviews the major features of learning-centered community colleges that offer educational programs and experiences for learners, based on individual need. By citing some exemplary learning colleges, the author examines the concepts and ideas of learning-centered colleges in teaching English as a Second Language (ESL) programs. An…

  15. Creating a foundation for a synergistic approach to program management

    Science.gov (United States)

    Knoll, Karyn T.

    1992-01-01

    In order to accelerate the movement of humans into space within reasonable budgetary constraints, NASA must develop an organizational structure that will allow the agency to efficiently use all the resources it has available for the development of any program the nation decides to undertake. This work considers the entire set of tasks involved in the successful development of any program. Areas that hold the greatest promise of accelerating programmatic development and/or increasing the efficiency of the use of available resources by being dealt with in a centralized manner rather than being handled by each program individually are identified. Using this information, an agency organizational structure is developed that will allow NASA to promote interprogram synergisms. In order for NASA to efficiently manage its programs in a manner that will allow programs to benefit from one another and thereby accelerate the movement of humans into space, several steps must be taken. First, NASA must develop an organizational structure that will allow potential interprogram synergisms to be identified and promoted. Key features of the organizational structure are recommended in this paper. Second, NASA must begin to develop the requirements for a program in a manner that will promote overall space program goals rather than achieving only the goals that apply to the program for which the requirements are being developed. Finally, NASA must consider organizing the agency around the functions required to support NASA's goals and objectives rather than around geographic locations.

  16. Creating Leaders through the Teacher Learning and Leadership Program

    Science.gov (United States)

    Pearce, Kyle

    2015-01-01

    Leadership is a skill that can be learned through professional development, mentoring, and leadership development programs. In Ontario, the Teacher Learning and Leadership Program (TLLP) helps educators develop their leadership skills through a Ministry of Education--funded project that addresses student learning needs in their classrooms. This…

  17. The reactor engineer program: creating a new workforce

    International Nuclear Information System (INIS)

    Summers, R.

    1993-01-01

    As the number of nuclear engineering schools continues to shrink across the U.S., talented professional engineers for the nuclear energy community must increasingly be found elsewhere. To meet its needs, therefore, the Office of Nuclear Reactor Regulation (NRR) established an Intern Program to bring new talent into the NRC. The two-year program includes 17 weeks of technical training, and 4 or 5 rotational assignments, including at least 4 months at a commercial nuclear power plant site. The key to the success of the program is the full support of NRR high-level management

  18. Acquisition Research Program: Creating Synergy for Informed Change

    National Research Council Canada - National Science Library

    Greene, James

    2007-01-01

    .... In doing so, the program will prepare the DOD workforce to participate in the continued evolution of the defense acquisition process and collaborate with other universities, think tanks, industry...

  19. Creating a successful culturally sensitive home care program.

    Science.gov (United States)

    Blanter, R; Page, P M

    1995-12-01

    Providing quality home care services to immigrants requires an integrated, holistic approach that genuinely addresses language and cultural differences. One home care agency in Massachusetts developed a team-oriented, culturally sensitive outreach program that ensures non-English-speaking patients the same level of service that the general population receives.

  20. Multidisciplinary training program to create new breed of radiation monitor: the health and safety technician

    International Nuclear Information System (INIS)

    Vance, W.F.

    1979-01-01

    A multidiscipline training program established to create a new monitor, theHealth and Safety Technician, is described. The training program includes instruction in fire safety, explosives safety, industrial hygiene, industrial safety, health physics, and general safety practices

  1. One system's journey in creating a disclosure and apology program.

    Science.gov (United States)

    Peto, Randolph R; Tenerowicz, Lynn M; Benjamin, Evan M; Morsi, Deborah S; Burger, Pamela K

    2009-10-01

    Patients experience adverse events more frequently than the public appreciates. A number of health systems have led the movement toward open, prompt, and compassionate disclosure of adverse events. In 2006 Baystate Health (BH) formed a disclosure advisory committee to design and implement an enhanced program to support prompt and skillful disclosure of adverse events. The proposed model for a disclosure and apology program resembled a consultation service, similar to a hospital ethics consultation service. BH hired an outside trainer to teach coaches/facilitators. Emotional support services were formalized and expanded not only for patients and families but also clinicians. THE EXPERIENCE SO FAR: Implementation of a formal disclosure and apology program has placed internal pressure on the organization to more promptly determine causality of adverse events and to respond to patient/family requests for information and/or assistance. Root causes and degree of system culpability are often not clear early after an event and sometimes are debated among the clinical team and the trained coaches/facilitators and risk managers. After a medical error, patients and families expect the organization to make changes to the system to prevent other patients from being harmed by the same mistake. To minimize the chance that patients and families feel that their suffering has been "in vain," health care systems will need to put systems in place to deliver on the promise to reduce the risk of future harm. Some of the challenges in sustaining such a program include the ability to promptly investigate, to accurately determine liability, to communicate empathetically even if unable to meet all patient/family expectations, and to ensure establishment of a just culture.

  2. Relationship Drivers in Provider - Consumer Relationships. Empirical Studies of Customer Loyalty Programs (första upplagan slutsåld / first edition sold out, 'print on demand' 60 €)

    OpenAIRE

    Arantola, Heli

    2003-01-01

    The study addressed a phenomenon that has become common marketing practice, customer loyalty programs. Although a common type of consumer relationship, there is limited knowledge of its nature. The purpose of the study was to create structured understanding of the nature of customer relationships from both the provider’s and the consumer’s viewpoints by studying relationship drivers and proposing the concept of relational motivation as a provider of a common framework for the analysis of thes...

  3. Automated Reporting of DXA Studies Using a Custom-Built Computer Program.

    Science.gov (United States)

    England, Joseph R; Colletti, Patrick M

    2018-06-01

    Dual-energy x-ray absorptiometry (DXA) scans are a critical population health tool and relatively simple to interpret but can be time consuming to report, often requiring manual transfer of bone mineral density and associated statistics into commercially available dictation systems. We describe here a custom-built computer program for automated reporting of DXA scans using Pydicom, an open-source package built in the Python computer language, and regular expressions to mine DICOM tags for patient information and bone mineral density statistics. This program, easy to emulate by any novice computer programmer, has doubled our efficiency at reporting DXA scans and has eliminated dictation errors.

  4. Advantages of customer/supplier involvement in the upgrade of River Bend`s IST program

    Energy Technology Data Exchange (ETDEWEB)

    Womack, R.L.; Addison, J.A.

    1996-12-01

    At River Bend Station, IST testing had problems. Operations could not perform the test with the required repeatability; engineering could not reliably trend test data to detect degradation; licensing was heavily burdened with regulatory concerns; and maintenance could not do preventative maintenance because of poor prediction of system health status. Using Energy`s Total Quality principles, it was determined that the causes were: lack of ownership, inadequate test equipment usage, lack of adequate procedures, and lack of program maintenance. After identifying the customers and suppliers of the IST program data, Energy management put together an upgrade team to address these concerns. These customers and suppliers made up the IST upgrade team. The team`s mission was to supply River Bend with a reliable, functional, industry correct and user friendly IST program. The IST program in place went through a verification process that identified and corrected over 400 individual program discrepancies. Over 200 components were identified for improved testing methods. An IST basis document was developed. The operations department was trained on ASME Section XI testing. All IST tests have been simplified and shortened, due to heavy involvement by operations in the procedure development process. This significantly reduced testing time, resulting in lower cost, less dose and greater system availability.

  5. Advantages of customer/supplier involvement in the upgrade of River Bend's IST program

    International Nuclear Information System (INIS)

    Womack, R.L.; Addison, J.A.

    1996-01-01

    At River Bend Station, IST testing had problems. Operations could not perform the test with the required repeatability; engineering could not reliably trend test data to detect degradation; licensing was heavily burdened with regulatory concerns; and maintenance could not do preventative maintenance because of poor prediction of system health status. Using Energy's Total Quality principles, it was determined that the causes were: lack of ownership, inadequate test equipment usage, lack of adequate procedures, and lack of program maintenance. After identifying the customers and suppliers of the IST program data, Energy management put together an upgrade team to address these concerns. These customers and suppliers made up the IST upgrade team. The team's mission was to supply River Bend with a reliable, functional, industry correct and user friendly IST program. The IST program in place went through a verification process that identified and corrected over 400 individual program discrepancies. Over 200 components were identified for improved testing methods. An IST basis document was developed. The operations department was trained on ASME Section XI testing. All IST tests have been simplified and shortened, due to heavy involvement by operations in the procedure development process. This significantly reduced testing time, resulting in lower cost, less dose and greater system availability

  6. Creating diversity in a baccalaureate nursing program: a case study.

    Science.gov (United States)

    Barton, Amanda J; Swider, Susan M

    2009-01-01

    Minority groups in the United States experience disparity in the health care services they receive and in their health related outcomes. Minority healthcare providers are more likely to serve minority under-served populations, thus addressing this healthcare disparity in an effective culturally competent manner (Robert Wood Johnson 2005; Sullivan, 2004). The purpose of the project was to increase the number of racial and ethnic minority students who are successfully recruited and admitted to the nursing program at Hope College in Holland, Michigan. The project involved the identification of perceived barriers to increased minority participation in nursing at the college, review of the literature to identify evidence-based interventions, and implementation of selected interventions to overcome the identified barriers. Implementation and evaluation are still on-going but showing early success.

  7. Can a customer relationship management program improve recruitment for primary care research studies?

    Science.gov (United States)

    Johnston, Sharon; Wong, Sabrina T; Blackman, Stephanie; Chau, Leena W; Grool, Anne M; Hogg, William

    2017-11-16

    Recruiting family physicians into primary care research studies requires researchers to continually manage information coming in, going out, and coming in again. In many research groups, Microsoft Excel and Access are the usual data management tools, but they are very basic and do not support any automation, linking, or reminder systems to manage and integrate recruitment information and processes. We explored whether a commercial customer relationship management (CRM) software program - designed for sales people in businesses to improve customer relations and communications - could be used to make the research recruitment system faster, more effective, and more efficient. We found that while there was potential for long-term studies, it simply did not adapt effectively enough for our shorter study and recruitment budget. The amount of training required to master the software and our need for ongoing flexible and timely support were greater than the benefit of using CRM software for our study.

  8. 75 FR 6790 - Interagency Guidance on Response Programs for Unauthorized Access to Customer Information and...

    Science.gov (United States)

    2010-02-10

    ... for Unauthorized Access to Customer Information and Customer Notice AGENCY: Office of Thrift... for Unauthorized Access to Customer Information and Customer Notice. OMB Number: 1550-0110. Form...) Ensure the security and confidentiality of customer records and information; (2) protect against any...

  9. Investigating the effects of brand experience, trust, perception image and satisfaction on creating customer loyalty: A case study of laptop market

    Directory of Open Access Journals (Sweden)

    Samaneh Khalili

    2013-09-01

    Full Text Available This paper presents an empirical investigation on the effects of brand experience, trust, perception image and brand satisfaction on creating customer loyalty on Iranian laptop market. The proposed study of this paper prepares a questionnaire in Likert scale and distributes it among some university students in province of Qazvin, Iran. The implementation of structural equation modeling for the proposed study of this paper has been accomplished based on LISREL software. Cronbach alphas for experience, satisfaction, loyalty, trust and perception from brand are calculated as 0.71, 0.83, 0.76, 0.69 and 0.86, respectively and they validate the overall questionnaire. The results of the survey on testing various hypotheses indicate that brand experience has positive and meaningful relationship with brand satisfaction, trust, perception image and loyalty. In addition, satisfaction, perception image and trust have positive meaningful with brand loyalty.

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

    Energy Technology Data Exchange (ETDEWEB)

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

    2004-07-01

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

  11. On expanding and realisation of radiation monitoring program at the border customs points of Uzbekistan

    International Nuclear Information System (INIS)

    Petrenko, V.D.; Karimov, Yu.N.; Podkovirin, A.I.; Fazylov, M.I.; Shipilov, N.N.; Yuldashev, B.S.

    2006-01-01

    In the modern world the waves of terrorism spreading into international level the fight against has become one of most important tasks, in particular for Uzbekistan. Uzbekistan is geographically located at the crossroads from Europe (Western Europe, Russia) to Asia (Turkmenistan, Iran, Afghanistan, Pakistan and further to the South) and its territory is one of the possible routes for illegal transportation of nuclear fissile and radioactive materials used by terrorists as a 'pure' or 'dirty' bomb. Its threat is significant, and therefore, the aim of the civilized world is to stop any possible illegal trafficking of such materials through Uzbekistan. To accomplish this task, the program aimed at equipping the customs check-points with the systems of pedestrian, vehicle and railroad portal radiation monitors was developed and initiated under international support. Realization of this program and its results are reported in this presentation. (author)

  12. Key Resources for Creating Online Nutrition Education for Those Participating in Supplemental Nutrition Assistance Program Education

    Science.gov (United States)

    Stosich, Marie C.; LeBlanc, Heidi; Kudin, Janette S.; Christofferson, Debra

    2016-01-01

    Internet-based nutrition education is becoming an important tool in serving the rural, low-income community, yet the task of creating such programming can be daunting. The authors describe the key resources used in developing an Internet-based nutrition education program for those participating in Supplemental Nutrition Assistance Program…

  13. Cities & counties - back to the basics: Creating a local energy program

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    1995-12-01

    Outlined in this brochure are steps that local governments, or communities at large, can follow to devise an energy efficiency program. In general, an energy efficiency policy is first legislated by the local governing body. Then, an energy program is created to support the policy by developing and executing an action plan. The steps are: Determine how much you spend on energy; Designate or create a lead office; Link energy programs with community goals; Build grassroots community support; Don`t reinvent the wheel; Prioritize actions and develop a draft plan; Implement the plan; Evaluate success and update the plan; and, Publicize the benefits.

  14. Custom Search Engines: Tools & Tips

    Science.gov (United States)

    Notess, Greg R.

    2008-01-01

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

  15. MENCIPTAKAN KEPUASAN TOTAL PELANGGAN MELALUI PENGGUNAAN QUALITY FUNCTION DEPLOYMENT PADA AGRIBISNIS SAYURAN [Creating Total Customer Satisfaction by Using Quality Function Deployment in Vegetables Agribusiness

    Directory of Open Access Journals (Sweden)

    Abidin 1

    2001-08-01

    Full Text Available In the product design and development processes, Quality Function Deployment (QFD provides a comprehensive, systematic approach to ensure that the products meet or exceed customer expectations. This paper reports the results of vegetables customers survey in Jakarta. Analytical Hierarchy Process (AHP method was used for weighing the result of survey, and the customer expectation were translated using QFD. To meet the biggest customer expectation, i.e. vegetables freshness, Just In Time (JIT concept was utilized.

  16. Efektivitas Loyalty Program Dalam Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi Dalam Pelaksanaan Loyalty Program “Im3@School Community” Pada PT Indosat Tbk. Kantor Cabang Malang)

    OpenAIRE

    Sari, Hesti Kartika

    2009-01-01

    The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be...

  17. Customer relationship management

    OpenAIRE

    Gudeliūnas, Mindaugas

    2016-01-01

    My name is Mindaugas Gudeliūnas. My bachelors thesis topic is "Customer Relationship Management". The main goal of my work was to investigate customers relationship management and to create modern system, which is fast, easy to use and made for small business. Customer relationship management is really beneficial for a lot of companies. It can make your relationships with a customer more reliable and loyal, it can automate a lot of processes, which are related to customer management, human re...

  18. Customer relationship management system

    OpenAIRE

    Selenis, Laimonas

    2004-01-01

    Customer Relationship Management (CRM) is one of the biggest problems for many companies today. By analyzing history records (profiles) of its customers, organization can effectively adapt its business activity to users needs and create better products and services. Proper analysis of customer profiles can help to predict the behaviour of the customers. After grouping customer profiles by similar attributes, company can easier handle its interactions with similar users. Such group profiling c...

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

    Energy Technology Data Exchange (ETDEWEB)

    G. B. Gordon; N. Hall

    1999-04-01

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

  20. Customizing Process to Align with Purpose and Program: The 2003 MS PHD'S in Ocean Sciences Program Evaluative Case Study

    Science.gov (United States)

    Williamson, V. A.; Pyrtle, A. J.

    2004-12-01

    How did the 2003 Minorities Striving and Pursuing Higher Degrees of Success (MS PHD'S) in Ocean Sciences Program customize evaluative methodology and instruments to align with program goals and processes? How is data captured to document cognitive and affective impact? How are words and numbers utilized to accurately illustrate programmatic outcomes? How is compliance with implicit and explicit funding regulations demonstrated? The 2003 MS PHD'S in Ocean Sciences Program case study provides insightful responses to each of these questions. MS PHD'S was developed by and for underrepresented minorities to facilitate increased and sustained participation in Earth system science. Key components of this initiative include development of a community of scholars sustained by face-to-face and virtual mentoring partnerships; establishment of networking activities between and among undergraduate, graduate, postgraduate students, scientists, faculty, professional organization representatives, and federal program officers; and provision of forums to address real world issues as identified by each constituent group. The evaluative case study of the 2003 MS PHD'S in Ocean Sciences Program consists of an analysis of four data sets. Each data set was aligned to document progress in the achievement of the following program goals: Goal 1: The MS PHD'S Ocean Sciences Program will successfully market, recruit, select, and engage underrepresented student and non-student participants with interest/ involvement in Ocean Sciences; Goal 2: The MS PHD'S Ocean Sciences Program will provide meaningful engagement for participants as determined by quantitative analysis of user-feedback; Goal 3: The MS PHD'S Ocean Sciences Program will provide meaningful engagement for participants as determined by qualitative analysis of user-feedback, and; Goal 4: The MS PHD'S Ocean Sciences Program will develop a constituent base adequate to demonstrate evidence of interest, value, need and sustainability in

  1. Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community†pada PT Indosat Tbk. Kantor Cabang Malang)

    OpenAIRE

    Hesti Kartika Sari

    2013-01-01

    Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This progr...

  2. Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

    OpenAIRE

    Sumarto, Sumarto

    2007-01-01

    In the relation between bank and its customer, the bank should to capable to fulfill need and satisfy through services and create the value to the customer. So in the compete situation, to give customer satisfaction is main duty of bank in order that the customer loyal permanently. The customer satisfaction is primary cause for building customer loyalty. More and more loyal customer to the bank, that's indicate the service superiority of its bank. Base description above this research purpose...

  3. An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

    OpenAIRE

    Sandada Maxwell; Matibiri Bright

    2016-01-01

    This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP) subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and ...

  4. Creating a Positive Social-Emotional Climate in Your Elementary Physical Education Program

    Science.gov (United States)

    Gagnon, Amy G.

    2016-01-01

    Creating a positive social-emotional climate must be the backbone of a quality elementary physical education program. The need to belong, have friends, and feel emotionally safe are basic needs everyone has, but meeting these needs in the classroom can be challenging at times. Strategies regarding how to implement a positive social-emotional…

  5. Measurement of Civil Engineering Customer Satisfaction in Tactical Air Command: A Prototype Evaluation Program.

    Science.gov (United States)

    1986-09-01

    customers . The article states that in response to a White House Office of Consumer Affairs study and with the wide use of minicomputers: Companies are...Guidelines include knowing the customers and their desires and expounding those desires to the congress, the commanders and the American people . Furthermore...In order to serve the customer , the service organization and the people that provide the service should show "unjustifiable over-ommitment to improving

  6. With better connection between utility and its customers and with more quality database toward more efficiently DSM program

    International Nuclear Information System (INIS)

    Tomasic-Skevin, S.

    1996-01-01

    In this paper new demand-side technologies and their influence on power system are described. Better connection between utility and its customers is the most important thing for build up good data-base and that data-base is base for efficient usage of DSM program. (author)

  7. Creating a meaningful infection control program: one home healthcare agency's lessons.

    Science.gov (United States)

    Poff, Renee McCoy; Browning, Sarah Via

    2014-03-01

    Creating a meaningful infection control program in the home care setting proved to be challenging for agency leaders of one hospital-based home healthcare agency. Challenges arose when agency leaders provided infection control (IC) data to the hospital's IC Committee. The IC Section Chief asked for national benchmark comparisons to align home healthcare reporting to that of the hospital level. At that point, it was evident that the home healthcare IC program lacked definition and structure. The purpose of this article is to share how one agency built a meaningful IC program.

  8. A computer program for creating keyword indexes to textual data files

    Science.gov (United States)

    Moody, David W.

    1972-01-01

    A keyword-in-context (KWIC) or out-of-context (KWOC) index is a convenient means of organizing information. This keyword index program can be used to create either KWIC or KWOC indexes of bibliographic references or other types of information punched on. cards, typed on optical scanner sheets, or retrieved from various Department of Interior data bases using the Generalized Information Processing System (GIPSY). The index consists of a 'bibliographic' section and a keyword-section based on the permutation of. document titles, project titles, environmental impact statement titles, maps, etc. or lists of descriptors. The program can also create a back-of-the-book index to documents from a list of descriptors. By providing the user with a wide range of input and output options, the program provides the researcher, manager, or librarian with a means of-maintaining a list and index to documents in. a small library, reprint collection, or office file.

  9. An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

    Directory of Open Access Journals (Sweden)

    Sandada Maxwell

    2016-04-01

    Full Text Available This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and FFP positively influence customer loyalty, while their relationship with satisfaction was not significant. An analysis of switching behaviour revealed that satisfied customers may still switch to other airlines. The main contribution of this study is the development of a customer loyalty model for the aviation industry in Southern Africa. Knowledge of customer loyalty drivers will assist airline marketing managers in developing strategies for improving passenger load factors and profitability.

  10. Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community” pada PT Indosat Tbk. Kantor Cabang Malang

    Directory of Open Access Journals (Sweden)

    Hesti Kartika Sari

    2013-12-01

    Full Text Available Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM. Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be very helpful for corporate to increase their customers’ satisfaction, and loyalty, and also to keep their customers influenced by others competitor’s offered. The data in this research analyzed by using linier regression analysis and the result of analysis shows that there are significant influence of Loyalty Program in Customer Relationship Management (CRM toward costumer satisfaction and customer loyalty of PT Indosat Tbk. Malang Branch; and there are significant influence of satisfaction toward loyalty of PT Indosat Tbk. Malang Branch customers. Indeed, to produce loyal customer there is a need of strategy and has done by PT Indosat Tbk. through application of Customer Relationship Management with the highlight in Loyalty Program. This strategy proved could increase corporate business performs by increasing customer satisfaction and in the end could make the loyalty grow in them.

  11. Towards Simulation of Custom Industrial Robots

    OpenAIRE

    Marcu, Cosmin; Robotin, Radu

    2008-01-01

    In order to create a simulator for custom industrial robots, it is very important to know the forward and inverse kinematics equations of the robot structure, the controller output data and the limitations of the robot mechanical components. In this paper we presented the steps for building a simulation program for a custom industrial robot. The first step was the robot modeling where we obtained the forward and inverse kinematics equations used as motion laws both for the simulated and for t...

  12. NOAA's Regional Climate Services Program: Building Relationships with Partners and Customers to Deliver Trusted Climate Information at Usable Scales

    Science.gov (United States)

    Mecray, E. L.; Dissen, J.

    2016-12-01

    Federal agencies across multiple sectors from transportation to health, emergency management and agriculture, are now requiring their key stakeholders to identify and plan for climate-related impacts. Responding to the drumbeat for climate services at the regional and local scale, the National Oceanic and Atmospheric Administration (NOAA) formed its Regional Climate Services (RCS) program to include Regional Climate Services Directors (RCSD), Regional Climate Centers, and state climatologists in a partnership. Since 2010, the RCS program has engaged customers across the country and amongst many of the nation's key economic sectors to compile information requirements, deliver climate-related products and services, and build partnerships among federal agencies and their regional climate entities. The talk will include a sketch from the Eastern Region that may shed light on the interaction of the multiple entities working at the regional scale. Additionally, we will show examples of our interagency work with the Department of Interior, the Department of Agriculture, and others in NOAA to deliver usable and trusted climate information and resources. These include webinars, print material, and face-to-face customer engagements to gather and respond to information requirements. NOAA/National Centers for Environmental Information's RCSDs work on-the-ground to learn from customers about their information needs and their use of existing tools and resources. As regional leads, the RCSDs work within NOAA and with our regional partners to ensure the customer receives a broad picture of the tools and information from across the nation.

  13. Office of Workers' Compensation Programs: Goals and Monitoring Are Needed to Further Improve Customer Communications

    National Research Council Canada - National Science Library

    Brostek, Michael

    2000-01-01

    .... In general, our review focused on how well OWCP's performance management system was used to respond to claimants' and other customers' inquiries, both over the telephone and in written correspondence...

  14. The Joint Effect of Relationship Perceptions, Loyalty Program and Direct Mailing on Customer Share Development

    NARCIS (Netherlands)

    P.C. Verhoef (Peter)

    2002-01-01

    textabstractIn this paper, we examine the effect of relationship perceptions and relationship marketing instruments on customer share development. We also study the interaction effect of these instruments with behavioral loyalty and relationship perceptions. This study is

  15. Avoiding tax in South Africa’s retail industry via customer loyalty programs

    OpenAIRE

    Karen Odendaal; Teresa Calvert Pidduck

    2014-01-01

    The Medium Term Budget Policy Statement presented by the South African Minister of Finance in late 2013, highlighted that government expenditure substantially exceeded revenues collected. In investigating the possible broadening of the South African tax base as well as improving revenue administration, there is evidence of a gap in the taxation of customer loyalty programmes within many industries. The problem is that customer loyalty award credits are currently not being taxed by the revenue...

  16. Avoiding tax in South Africa’s retail industry via customer loyalty programs

    OpenAIRE

    Karen Odendaal; Teresa Calvert Pidduck

    2014-01-01

    The Medium Term Budget Policy Statement presented by the South African Minister of Finance in late 2013, highlighted that government expenditure substantially exceeded revenues collected. In investigating the possible broadening of the South African tax base as well as improving revenue administration, there is evidence of a gap in the taxation of customer loyalty programmes within many industries. The problem is that customer loyalty award credits are currently not being taxed by the revenue...

  17. Optimal Return Service Charging Policy for a Fashion Mass Customization Program

    OpenAIRE

    Tsan-Ming Choi

    2013-01-01

    Mass customization (MC) service is a pertinent industrial practice in the fashion industry. To foster trust and enhance demand, some brands now allow dissatisfied customers to return the MC fashion product for a full refund minus a service charge. The service charge is a measure to avoid the abuse of the return right and to subsidize the operations cost (e.g., shipping) and loss from the return. Motivated by this observed industrial practice, this paper analytically examines the optimal retur...

  18. Data-based method for creating electricity use load profiles using large amount of customer-specific hourly measured electricity use data

    International Nuclear Information System (INIS)

    Raesaenen, Teemu; Voukantsis, Dimitrios; Niska, Harri; Karatzas, Kostas; Kolehmainen, Mikko

    2010-01-01

    The recent technological developments monitoring the electricity use of small customers provides with a whole new view to develop electricity distribution systems, customer-specific services and to increase energy efficiency. The analysis of customer load profile and load estimation is an important and popular area of electricity distribution technology and management. In this paper, we present an efficient methodology, based on self-organizing maps (SOM) and clustering methods (K-means and hierarchical clustering), capable of handling large amounts of time-series data in the context of electricity load management research. The proposed methodology was applied on a dataset consisting of hourly measured electricity use data, for 3989 small customers located in Northern-Savo, Finland. Information for the hourly electricity use, for a large numbers of small customers, has been made available only recently. Therefore, this paper presents the first results of making use of these data. The individual customers were classified into user groups based on their electricity use profile. On this basis, new, data-based load curves were calculated for each of these user groups. The new user groups as well as the new-estimated load curves were compared with the existing ones, which were calculated by the electricity company, on the basis of a customer classification scheme and their annual demand for electricity. The index of agreement statistics were used to quantify the agreement between the estimated and observed electricity use. The results indicate that there is a clear improvement when using data-based estimations, while the new-estimated load curves can be utilized directly by existing electricity power systems for more accurate load estimates.

  19. Data-based method for creating electricity use load profiles using large amount of customer-specific hourly measured electricity use data

    Energy Technology Data Exchange (ETDEWEB)

    Raesaenen, Teemu; Niska, Harri; Kolehmainen, Mikko [Department of Environmental Sciences, University of Eastern Finland P.O. Box 1627, FIN-70211 Kuopio (Finland); Voukantsis, Dimitrios; Karatzas, Kostas [Department of Mechanical Engineering, Aristotle University of Thessaloniki, GR-54124 Thessaloniki (Greece)

    2010-11-15

    The recent technological developments monitoring the electricity use of small customers provides with a whole new view to develop electricity distribution systems, customer-specific services and to increase energy efficiency. The analysis of customer load profile and load estimation is an important and popular area of electricity distribution technology and management. In this paper, we present an efficient methodology, based on self-organizing maps (SOM) and clustering methods (K-means and hierarchical clustering), capable of handling large amounts of time-series data in the context of electricity load management research. The proposed methodology was applied on a dataset consisting of hourly measured electricity use data, for 3989 small customers located in Northern-Savo, Finland. Information for the hourly electricity use, for a large numbers of small customers, has been made available only recently. Therefore, this paper presents the first results of making use of these data. The individual customers were classified into user groups based on their electricity use profile. On this basis, new, data-based load curves were calculated for each of these user groups. The new user groups as well as the new-estimated load curves were compared with the existing ones, which were calculated by the electricity company, on the basis of a customer classification scheme and their annual demand for electricity. The index of agreement statistics were used to quantify the agreement between the estimated and observed electricity use. The results indicate that there is a clear improvement when using data-based estimations, while the new-estimated load curves can be utilized directly by existing electricity power systems for more accurate load estimates. (author)

  20. Decreasing dialysis catheter rates by creating a multidisciplinary dialysis access program.

    Science.gov (United States)

    Rosenberry, Patricia M; Niederhaus, Silke V; Schweitzer, Eugene J; Leeser, David B

    2018-03-01

    Centers for Medicare and Medicaid Services have determined that chronic dialysis units should have 45%. A multidisciplinary program was established with goals of decreasing catheter rates in order to decrease central line-associated bloodstream infections, decrease mortality associated with central line-associated bloodstream infection, decrease hospital days, and provide savings to the healthcare system. We collected the catheter rates within three dialysis centers served over a 5-year period. Using published data surrounding the incidence and related costs of central line-associated bloodstream infection and mortality per catheter day, the number of central line-associated bloodstream infection events, the costs, and the related mortality could be determined prior to and after the initiation of the dialysis access program. An organized dialysis access program resulted in a 82% decrease in the number of central venous catheter days which lead to a concurrent reduction in central line-associated bloodstream infection and deaths. As a result of creating an access program, central venous catheter rates decreased from an average rate of 45% to 8%. The cost savings related to the program was calculated to be over US$5 million. The decrease in the number of mortalities is estimated to be between 13 and 27 patients. We conclude that a formalized access program decreases catheter rates, central line-associated bloodstream infection, and the resultant hospitalizations, mortality, and costs. Areas with high hemodialysis catheter rates should develop access programs to better serve their patient population.

  1. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...

  2. Afghan Customs: U.S. Programs Have Had Some Successes, but Challenges Will Limit Customs Revenue as a Sustainable Source of Income for Afghanistan

    Science.gov (United States)

    2014-04-01

    that patronage networks are one of the main ways to get promoted in the ABP [Afghan Border Police].”32 BMTF and CBP officials stated that when there is...operational capacity of the Afghan Border Police ( ABP ), Afghan Customs Department (ACD) and Afghan Customs Police (ACP) to enable them to gain operational...change in leadership, affecting seizure numbers . by the ABP /ACD. • Reduction in Customs revenue due to a reduced foreign presence at the same time of

  3. Port Hope and area property value protection program: creating stability in the marketplace

    International Nuclear Information System (INIS)

    Zelmer, R.

    2003-01-01

    The Property Value Protection (PVP) Program offers an innovative approach to address the risk of individual property value loss resulting from the cleanup and long-term management of low level radioactive waste in the Port Hope area. In its first year of operation, the program has created stability in the marketplace and provided the communities' property owners with the assurance that their investment in their homes and properties will be protected. The PVP Program is part of the Port Hope Area Initiative (the Initiative), encompassing the Port Hope Project for the cleanup of low-level radioactive waste and the development of two long term, low-level radioactive waste management facilities in the Municipality of Port Hope, Ontario. Canada, and the Port Granby Project involving the development of along-term, low-level radioactive waste management facility near Port Granby in the neighbouring Municipality of Clarington. Ontario, Canada. (author)

  4. Building a Co-Created Citizen Science Program with Community Members Neighboring a Hazardous Waste Site

    Science.gov (United States)

    Ramirez-Andreotta, M.; Brusseau, M. L. L.; Artiola, J. F.; Maier, R. M.; Gandolfi, A. J.

    2015-12-01

    A research project that is only expert-driven may ignore the role of local knowledge in research, often gives low priority to the development of a comprehensive strategy to engage the community, and may not deliver the results of the study to the community in an effective way. To date, only a limited number of co-created citizen science projects, where community members are involved in most or all steps of the scientific process, have been initiated at contaminated sites and even less in conjunction with risk communication. Gardenroots: The Dewey-Humboldt AZ Garden Project was a place-based, co-created citizen science project where community members and researchers together: defined the question for study, developed hypotheses, collected environmental samples, disseminated results broadly, translated the results into action, and posed new research questions. This co-created environmental research project produced new data and addressed an additional exposure route (consumption of vegetables grown in soils with elevated arsenic levels) that was not being evaluated in the current site assessment. Furthermore, co-producing science led to both individual learning and social-ecological outcomes. This approach illustrates the benefits of a co-created citizen-science program in addressing the complex problems that arise in communities neighboring a hazardous waste sites. Such a project increased the community's involvement in regional environmental assessment and decision-making, which has the potential to help mitigate environmental exposures and thereby reduce associated risks.

  5. Creating the Action Model for High Risk Infant Follow Up Program in Iran.

    Science.gov (United States)

    Heidarzadeh, Mohammad; Jodiery, Behzad; Mirnia, Kayvan; Akrami, Forouzan; Hosseini, Mohammad Bagher; Heidarabadi, Seifollah; HabibeLahi, Abbas

    2013-11-01

    Intervention in early childhood development as one of the social determinants of health, is important for reducing social gap and inequity. In spite of increasingly developing intensive neonatal care wards and decreasing neonatal mortality rate, there is no follow up program in Iran. This study was carreid out to design high risk infants follow up care program with the practical aim of creating an model action for whole country, in 2012. This qualitative study has been done by the Neonatal Department of the Deputy of Public Health in cooperation with Pediatrics Health Research Center of Tabriz University of Medical Sciences, Iran. After study of international documents, consensus agreement about adapted program for Iran has been accomplished by focus group discussion and attended Delphi agreement technique. After compiling primary draft included evidence based guidelines and executive plan, 14 sessions including expert panels were hold to finalize the program. After finalizing the program, high risk infants follow up care service package has been designed in 3 chapters: Evidence based clinical guidelines; eighteen main clinical guidelines and thirteen subsidiaries clinical guidelines, executive plan; 6 general, 6 following up and 5 backup processes. Education program including general and especial courses for care givers and follow up team, and family education processes. We designed and finalized high risk infants follow up care service package. It seems to open a way to extend it to whole country.

  6. A Standardized, Evidence-Based Massage Therapy Program for Decentralized Elite Paracyclists: Creating the Model.

    Science.gov (United States)

    Kennedy, Ann B; Trilk, Jennifer L

    2015-09-01

    Evidence suggests that para-athletes are injured more often than able-bodied athletes. The benefits of massage therapy for these disabled athletes are yet to be explored. This paper documents the process followed for creating a massage program for elite paracycling athletes with the goal to assess effects on recovery, rest, performance, and quality of life both on and off the bike. Massage therapists' private practices throughout the United States. A United States Paracycling team consisting of 9 elite athletes: 2 spinal cord injury, 2 lower limb amputation, 1 upper limb amputation, 1 transverse myelitis, 1 stroke, 1 traumatic brain injury, and 1 visually impaired. The process used to develop a massage therapy program for para-cyclists included meetings with athletes, coaching staff, team exercise physiologist, and sports massage therapists; peer-reviewed literature was also consulted to address specific health conditions of para-athletes. Team leadership and athletes identified needs for quicker recovery, better rest, and improved performance in elite paracyclists. This information was used to generate a conceptual model for massage protocols, and led to creation of the intake and exit questionnaires to assess patient health status and recovery. Forms also were created for a general health intake, therapist information, and a therapist's SOAAP notes. The conceptual model and questionnaires developed herein will help to operationalize an exploratory study investigating the feasibility of implementing a standardized massage therapy program for a decentralized elite paracycling team.

  7. Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services

    Science.gov (United States)

    Murphy, Sarah Anne; Cerqua, Judith

    2012-01-01

    A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

  8. Creating Mobile and Web Application Programming Interfaces (APIs) for NASA Science Data

    Science.gov (United States)

    Oostra, D.; Chambers, L. H.; Lewis, P. M.; Moore, S. W.

    2011-12-01

    The Atmospheric Science Data Center (ASDC) at the NASA Langley Research Center in Virginia houses almost three petabytes of data, a collection that increases every day. To put it into perspective, it is estimated that three petabytes of data storage could store a digitized copy of all printed material in U.S. research libraries. There are more than ten other NASA data centers like the ASDC. Scientists and the public use this data for research, science education, and to understand our environment. Most importantly these data provide the potential for all of us make new discoveries. NASA is about making discoveries. Galileo was quoted as saying, "All discoveries are easy to understand once they are discovered. The point is to discover them." To that end, NASA stores vast amounts of publicly available data. This paper examines an approach to create web applications that serve NASA data in ways that specifically address the mobile web application technologies that are quickly emerging. Mobile data is not a new concept. What is new, is that user driven tools have recently become available that allow users to create their own mobile applications. Through the use of these cloud-based tools users can produce complete native mobile applications. Thus, mobile apps can now be created by everyone, regardless of their programming experience or expertise. This work will explore standards and methods for creating dynamic and malleable application programming interfaces (APIs) that allow users to access and use NASA science data for their own needs. The focus will be on experiences that broaden and increase the scope and usage of NASA science data sets.

  9. Creating Authentic Geoscience Research Experiences for Underrepresented Students in Two-Year Undergraduate Programs

    Science.gov (United States)

    Liou-Mark, J.; Blake, R.

    2014-12-01

    With community college and two-year program students playing pivotal roles in advancing the nation's STEM agenda now and throughout the remainder of this young millennia, it is incumbent on educators to devise innovative and sustainable STEM initiatives to attract, retain, graduate, and elevate these students to four-year programs and beyond. Involving these students in comprehensive, holistic research experiences is one approach that has paid tremendous dividends. The New York City College of Technology (City Tech) was recently awarded a National Science Foundation Research Experiences for Undergraduates (REU) supplemental grant to integrate a community college/two-year program component into its existing REU program. The program created an inviting and supportive community of scholars for these students, nurtured them through strong, dynamic mentoring, provided them with the support structures needed for successful scholarship, and challenged them to attain the same research prominence as their Bachelor degree program companions. Along with their colleagues, the community college/two-year program students were given an opportunity to conduct intensive satellite and ground-based remote sensing research at the National Oceanic and Atmospheric Administration Cooperative Remote Sensing Science and Technology Center (NOAA-CREST) at City College and its CREST Institute Center for Remote Sensing and Earth System Science (ReSESS) at City Tech. This presentation highlights the challenges, the rewards, and the lessons learned from this necessary and timely experiment. Preliminary results indicate that this paradigm for geoscience inclusion and high expectation has been remarkably successful. (The program is supported by NSF REU grant #1062934.)

  10. Residential Customer Enrollment in Time-based Rate and Enabling Technology Programs: Smart Grid Investment Grant Consumer Behavior Study Analysis

    Energy Technology Data Exchange (ETDEWEB)

    Todd, Annika [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Goldman, Charles [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2013-05-01

    The U.S. Department of Energy’s (DOE’s) Smart Grid Investment Grant (SGIG) program is working with a subset of the 99 SGIG projects undertaking Consumer Behavior Studies (CBS), which examine the response of mass market consumers (i.e., residential and small commercial customers) to time-varying electricity prices (referred to herein as time-based rate programs) in conjunction with the deployment of advanced metering infrastructure (AMI) and associated technologies. The effort presents an opportunity to advance the electric industry’s understanding of consumer behavior.

  11. Competitive Effects of Mass Customization

    OpenAIRE

    Oksana Loginova

    2010-01-01

    Earlier theoretical literature on mass customization maintains that customization reduces product differentiation and intensifies price competition. In contrast, operations management studies argue that customization serves primarily to differentiate a company from its competitors. Interactive involvement of the customer in product design creates an affective relationship with the firm, relaxing price competition. This paper provides a model that incorporates consumer involvement to explain t...

  12. The Effects of Customer Value and Switching Barrier to Customer Loyalty at PT. Telkomsel Manado

    OpenAIRE

    Mintje, Saniati Muliani M.

    2013-01-01

    Customer value is customer's perceived preference for and evaluation of those product or service. It is one of factor that can attract customers. While, switching barrier is difficult of switch product or service by a customer who is not satisfied with the existing service. It is a factor that can keep customers. so, with definition of Customer Value and Switching barrier above, it can concluded that, by creating Customer value and Switching Barrier it can create customer loyalty. The Pur...

  13. The SCEC/UseIT Intern Program: Creating Open-Source Visualization Software Using Diverse Resources

    Science.gov (United States)

    Francoeur, H.; Callaghan, S.; Perry, S.; Jordan, T.

    2004-12-01

    The Southern California Earthquake Center undergraduate IT intern program (SCEC UseIT) conducts IT research to benefit collaborative earth science research. Through this program, interns have developed real-time, interactive, 3D visualization software using open-source tools. Dubbed LA3D, a distribution of this software is now in use by the seismic community. LA3D enables the user to interactively view Southern California datasets and models of importance to earthquake scientists, such as faults, earthquakes, fault blocks, digital elevation models, and seismic hazard maps. LA3D is now being extended to support visualizations anywhere on the planet. The new software, called SCEC-VIDEO (Virtual Interactive Display of Earth Objects), makes use of a modular, plugin-based software architecture which supports easy development and integration of new data sets. Currently SCEC-VIDEO is in beta testing, with a full open-source release slated for the future. Both LA3D and SCEC-VIDEO were developed using a wide variety of software technologies. These, which included relational databases, web services, software management technologies, and 3-D graphics in Java, were necessary to integrate the heterogeneous array of data sources which comprise our software. Currently the interns are working to integrate new technologies and larger data sets to increase software functionality and value. In addition, both LA3D and SCEC-VIDEO allow the user to script and create movies. Thus program interns with computer science backgrounds have been writing software while interns with other interests, such as cinema, geology, and education, have been making movies that have proved of great use in scientific talks, media interviews, and education. Thus, SCEC UseIT incorporates a wide variety of scientific and human resources to create products of value to the scientific and outreach communities. The program plans to continue with its interdisciplinary approach, increasing the relevance of the

  14. The Feasibility of a Customized, In-Home, Game-Based Stroke Exercise Program Using the Microsoft Kinect Sensor

    Directory of Open Access Journals (Sweden)

    Rachel Proffitt

    2015-11-01

    Full Text Available The objective of this study was to determine the feasibility of a 6-week, game-based, in-home telerehabilitation exercise program using the Microsoft Kinect® for individuals with chronic stroke. Four participants with chronic stroke completed the intervention based on games designed with the customized Mystic Isle software. The games were tailored to each participant’s specific rehabilitation needs to facilitate the attainment of individualized goals determined through the Canadian Occupational Performance Measure. Likert scale questionnaires assessed the feasibility and utility of the game-based intervention. Supplementary clinical outcome data were collected. All participants played the games with moderately high enjoyment. Participant feedback helped identify barriers to use (especially, limited free time and possible improvements. An in-home, customized, virtual reality game intervention to provide rehabilitative exercises for persons with chronic stroke is practicable. However, future studies are necessary to determine the intervention’s impact on participant function, activity, and involvement.

  15. Applying the creating lasting family connections marriage enhancement program to marriages affected by prison reentry.

    Science.gov (United States)

    Shamblen, Stephen R; Arnold, Brooke B; McKiernan, Patrick; Collins, David A; Strader, Ted N

    2013-09-01

    Divorce proportions are currently high in the US and they are even higher among those who are incarcerated with substance abuse problems. Although much research has examined marital interventions, only two studies have examined marital interventions with prison populations. There is some empirical evidence that incarcerated couples benefit from traditional marital therapy (O'Farrell and Fals-Stewart, 1999, Addictions: A comprehensive guidebook, New York, Oxford University Press). An adaptation of the evidence-based Creating Lasting Family Connections program was implemented with 144 married couples, where one spouse was incarcerated, in a southern state with particularly high divorce and incarceration proportions. Results suggested that married men exposed to the program had larger improvements in some relationship skills relative to a convenience sample of men not so exposed. Both husbands and wives exposed to the program exhibited similar and significant increases in relationship skills. The results were comparable to a Prevention and Relationship Enhancement Program adaptation for inmates. The implications of the findings for prevention practitioners are discussed. © FPI, Inc.

  16. Economic evaluation of the vaccination program against seasonal and pandemic A/H1N1 influenza among customs officers in Greece.

    Science.gov (United States)

    Mamma, Maria; Spandidos, Demetrios A

    2013-01-01

    Health policies from many countries recommend influenza vaccination of "high-priority" professional groups, including customs officers. Our aim was to estimate the economic impact of the vaccination program against influenza among customs officers in Greece during the 2009/2010 period. We developed a decision analytical computational simulation model including dynamic transmission elements that estimated the economic impact of various scenarios with different attack rates, symptomatic percentages and vaccination participation among customs officers. We also assessed in real-time the economic impact of the national 2009/2010 campaign against seasonal and pandemic A/H1N1 influenza. Implementing a seasonal and pandemic A/H1N1 influenza vaccination program among customs officers in Greece with a participation rate of 30%, influenza vaccination was not cost-saving in any of the studied influenza scenarios. When the participation rate reached 100%, the program was cost-saving, when the influenza attack rate was 30% and the symptomatic rate 65%. The real-time estimated mean net cost-benefit value in 2009/2010 period was -7.3 euros/custom officer. With different clinical scenarios, providing a vaccination program against seasonal and pandemic A/H1N1 influenza can incur a substantial net benefit for customs offices. However, the size of the benefit strongly depends upon the attack rate of influenza, the symptomatic rate as well as the participation rate of the customs officers in the program. Copyright © 2012 Elsevier Ireland Ltd. All rights reserved.

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

    Energy Technology Data Exchange (ETDEWEB)

    Nadel, S.

    1990-10-01

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

  18. The Future of Utility Customer-Funded Energy Efficiency Programs in the United States: Projected Spending and Savings to 2025

    Energy Technology Data Exchange (ETDEWEB)

    Barbose, Galen [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Goldman, Charles [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Hoffman, Ian [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Billingsley, Megan [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2012-09-11

    We develop projections of future spending on, and savings from, energy efficiency programs funded by electric and gas utility customers in the United States, under three scenarios through 2025. Our analysis, which updates a previous LBNL study, relies on detailed bottom-up modeling of current state energy efficiency policies, regulatory decisions, and demand-side management and utility resource plans. The three scenarios are intended to represent a range of potential outcomes under the current policy environment (i.e., without considering possible major new policy developments). By 2025, spending on electric and gas efficiency programs (excluding load management programs) is projected to double from 2010 levels to $9.5 billion in the medium case, compared to $15.6 billion in the high case and $6.5 billion in the low case. Compliance with statewide legislative or regulatory savings or spending targets is the primary driver for the increase in electric program spending through 2025, though a significant share of the increase is also driven by utility DSM planning activity and integrated resource planning. Our analysis suggests that electric efficiency program spending may approach a more even geographic distribution over time in terms of absolute dollars spent, with the Northeastern and Western states declining from over 70% of total U.S. spending in 2010 to slightly more than 50% in 2025, with the South and Midwest splitting the remainder roughly evenly. Under our medium case scenario, annual incremental savings from customer-funded electric energy efficiency programs increase from 18.4 TWh in 2010 in the U.S. (which is about 0.5% of electric utility retail sales) to 28.8 TWh in 2025 (0.8% of retail sales). These savings would offset the majority of load growth in the Energy Information Administration’s most recent reference case forecast, given specific assumptions about the extent to which future energy efficiency program savings are captured in that forecast

  19. The future of utility customer-funded energy efficiency programs in the USA. Projected spending and savings to 2025

    Energy Technology Data Exchange (ETDEWEB)

    Barbose, G.L.; Goldman, C.A.; Hoffman, I.M.; Billingsley, M. [Ernest Orlando Lawrence Berkeley National Laboratory, One Cyclotron Road, MS 90R4000, Berkeley, CA 94720-8136 (United States)

    2013-08-15

    We develop projections of future spending on, and savings from, energy efficiency programs funded by electric and gas utility customers in the USA, under three scenarios through 2025. Our analysis, which updates a previous LBNL study, relies on detailed bottom-up modeling of current state energy efficiency policies, regulatory decisions, and demand-side management and utility resource plans. The three scenarios are intended to represent a range of potential outcomes under the current policy environment (i.e., without considering possible major new policy developments). Key findings from the analysis are as follows: (1) By 2025, spending on electric and gas efficiency programs (excluding load management programs) is projected to double from 2010 levels to USD 9.5 billion in the medium case, compared to USD 15.6 billion in the high case and USD 6.5 billion in the low case; (2) Compliance with statewide legislative or regulatory savings or spending targets is the primary driver for the increase in electric program spending through 2025, though a significant share of the increase is also driven by utility DSM planning activity and integrated resource planning; (3) Our analysis suggests that electric efficiency program spending may approach a more even geographic distribution over time in terms of absolute dollars spent, with the Northeastern and Western states declining from over 70 % of total USA spending in 2010 to slightly more than 50 % in 2025, and the South and Midwest splitting the remainder roughly evenly; (4) Under our medium case scenario, annual incremental savings from customer-funded electric energy efficiency programs increase from 18.4 TWh in 2010 in the USA (which is about 0.5 % of electric utility retail sales) to 28.8 TWh in 2025 (0.8 % of retail sales); (5) These savings would offset the majority of load growth in the Energy Information Administration's most recent reference case forecast, given specific assumptions about the extent to which future

  20. Developing customer databases.

    Science.gov (United States)

    Rao, S K; Shenbaga, S

    2000-01-01

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

  1. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

  2. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    OpenAIRE

    Mircea Andrei SCRIDON

    2008-01-01

    In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to ...

  3. The FAA Health Awareness Program: Results of the 1998 Customer Service Assessment Survey

    National Research Council Canada - National Science Library

    Hilton, Thomas

    2000-01-01

    ... (even if they did not realize that the event was HAP-sponsored). In terms of attendance, the most popular HAP information programs were health fairs, health awareness lectures, and stress management awareness programs...

  4. Repeat Customer Success in Extension

    Science.gov (United States)

    Bess, Melissa M.; Traub, Sarah M.

    2013-01-01

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

  5. Benefits and Challenges of Developing a Customized Rubric for Curricular Review of a Residency Program in Laboratory Animal Medicine.

    Science.gov (United States)

    Whitcomb, Tiffany L; Wilson, Ronald P

    Rigorous curricular review of post-graduate veterinary medical residency programs is in the best interest of program directors in light of the requirements and needs of specialty colleges, graduate school administrations, and other stakeholders including prospective students and employers. Although minimum standards for training are typically provided by specialty colleges, mechanisms for evaluation are left to the discretion of program directors. The paucity of information available describing best practices for curricular assessment of veterinary medical specialty training programs makes resources from other medical fields essential to informing the assessment process. Here we describe the development of a rubric used to evaluate courses in a 3-year American College of Laboratory Animal Medicine (ACLAM)-recognized residency training program culminating in a Master of Science degree. This rubric, based on examples from medical education and other fields of graduate study, provided transparent criteria for evaluation that were consistent with stakeholder needs and institutional initiatives. However, its use caused delays in the curricular review process as two significant obstacles to refinement were brought to light: variation in formal education in curriculum design and significant differences in teaching philosophies among faculty. The evaluation process was able to move forward after institutional resources were used to provide faculty development in curriculum design. The use of a customized rubric is recommended as a best practice for curricular refinement for residency programs because it results in transparency of the review process and can reveal obstacles to change that would otherwise remain unaddressed.

  6. A multi-objective possibilistic programming approach for locating distribution centers and allocating customers demands in supply chains

    Directory of Open Access Journals (Sweden)

    Seyed Ahmad Yazdian

    2011-01-01

    Full Text Available In this paper, we present a multi-objective possibilistic programming model to locate distribution centers (DCs and allocate customers' demands in a supply chain network design (SCND problem. The SCND problem deals with determining locations of facilities (DCs and/or plants, and also shipment quantities between each two consecutive tier of the supply chain. The primary objective of this study is to consider different risk factors which are involved in both locating DCs and shipping products as an objective function. The risk consists of various components: the risks related to each potential DC location, the risk associated with each arc connecting a plant to a DC and the risk of shipment from a DC to a customer. The proposed method of this paper considers the risk phenomenon in fuzzy forms to handle the uncertainties inherent in these factors. A possibilistic programming approach is proposed to solve the resulted multi-objective problem and a numerical example for three levels of possibility is conducted to analyze the model.

  7. Creating an Anti-Bullying Culture in Secondary Schools: Characteristics to Consider When Constructing Appropriate Anti-Bullying Programs

    Science.gov (United States)

    Jones, Joseph R.; Augustine, Sharon Murphy

    2015-01-01

    Bullying in schools is a tremendous challenge that many secondary educators are attempting to address within their school environments. However, educators are often unsure of the attributes of an effective anti-bullying program; thus, they tend to create programs on a "trial and error" basis. This article provides an overview of the…

  8. Geometric and mechanical evaluation of 3D-printing materials for skull base anatomical education and endoscopic surgery simulation – A first step to create reliable customized simulators

    OpenAIRE

    Favier, Valentin; Zemiti, Nabil; Caravaca Mora, Oscar; Subsol, Gérard; Captier, Guillaume; Lebrun, Renaud; Crampette, Louis; Mondain, Michel; Gilles, Benjamin

    2017-01-01

    Introduction Endoscopic skull base surgery allows minimal invasive therapy through the nostrils to treat infectious or tumorous diseases. Surgical and anatomical education in this field is limited by the lack of validated training models in terms of geometric and mechanical accuracy. We choose to evaluate several consumer-grade materials to create a patient-specific 3D-printed skull base model for anatomical learning and surgical training. Methods Four 3D-printed consumer-grade materials were...

  9. Linking customer satisfaction, quality, and strategic planning

    OpenAIRE

    Reis, Dayr; Peña, Leticia

    2000-01-01

    By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In...

  10. NEW APPROACHES IN THE RETAIL BANKING SYSTEM FOR CREATING LONG TERM LOYALTY RELATIONSHIPS WITH CUSTOMERS: CASE STUDY ON THE ROMANIAN MARKET

    Directory of Open Access Journals (Sweden)

    Elena Lidia Melnic

    2016-07-01

    Full Text Available With the rise of digital technologies, increasingly informed consumers expect banks to do more than connect with them, more than satisfy them and even more than delight them. They expect banks to listen and respond to them, with personalized offers, overdrawing their expectations. Consumers have access to online reviews, compare products and can move very quickly from one partner to another, being more demanding and more prepared than ever to appreciate the offer of financial services. However, only an attractive offer of banks is not the key to success today if is not supported by a superior service culture, that can make notable differentiation in the market as a competitive advantage. In order to highlight the new approach of superior service culture in the Retail Banking System I chose to make a qualitative research on the Romanian market since Romania is one of the most attractive destinations for the investors in the banking system considering the growth prospects of attracting European funds and financial intermediation. Through this analysis I present the customers’ expectations nowadays and how successful Banks carefully cultivate customer satisfaction and loyalty.

  11. Outsourcing customer support : The role of provider customer focus

    NARCIS (Netherlands)

    Wuyts, S.H.K.; Rindfleisch, A.; Citrin, A.

    An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their

  12. Increasing your HCAHPS scores with Extreme Customer Service.

    Science.gov (United States)

    Clouarte, Joe

    2016-10-01

    Providing great customer service is extremely critical in the healthcare setting, especially when it comes to HCAHBPS (Hospital Consumer Assessment of Health care Providers and Systems) scores, the author says. While there are several service training programs within healthcare, they often require six to eight minutes of interaction with patients or guests. This works well for clinical staff, he says, but when it comes to non-clinical staff, including security officers, many times they only have fifteen or thirty seconds to create positive patient or guest experience. In this article he describes Extreme Customer Service © a program he has developed to fill that customer gap for non-clinical staff.

  13. Creating broad acceptance of novel nuclear concepts (A progress report on relevant ISTC programs)

    Energy Technology Data Exchange (ETDEWEB)

    Tocheny, Lev V. [ISTC - International Science and Technology Center, Krasnoproletarskaya 32-34, POBox 20, 127473 Moscow (Russian Federation)

    2008-07-01

    The International Science and Technology Center (ISTC) is a unique international organization created in Moscow more than twelve years ago by Russia, USA, EU and Japan. Later Korea and Canada, and several CIS countries as well acceded to ISTC. The basic idea behind establishing the ISTC was to support non-proliferation of the mass destruction weapons technologies by re-directing former Soviet weapons scientists to peaceful research thus preventing the drain of dangerous knowledge and expertise from Russia and other CIS countries. Numerous science and technology projects are realized with the ISTC support in different areas, from bio-technologies and environmental problems to all aspects of nuclear studies, including those focused on the development of effective innovative concepts and technologies in the nuclear field, in general, and for improvement of nuclear safety, in particular. Presently, the ISTC has 40 member countries (27 from EU), representing the CIS, Europe, Asia, and North America. The Partner list includes over 180 organizations and leading industrial companies from all ISTC parties. ISTC Activities to the end of 2007 above 2500 projects approved for funding. More than 350 institutions and 35,000 specialists received grants from ISTC. The presentation addresses some consequences of the ISTC projects and programs, related to nuclear science and technologies, as well as methods and approaches employed by the ISTC to foster close international collaboration and joint manage projects towards fruitful results. (authors)

  14. Creating a test blueprint for a progress testing program: A paired-comparisons approach.

    Science.gov (United States)

    von Bergmann, HsingChi; Childs, Ruth A

    2018-03-01

    Creating a new testing program requires the development of a test blueprint that will determine how the items on each test form are distributed across possible content areas and practice domains. To achieve validity, categories of a blueprint are typically based on the judgments of content experts. How experts judgments are elicited and combined is important to the quality of resulting test blueprints. Content experts in dentistry participated in a day-long faculty-wide workshop to discuss, refine, and confirm the categories and their relative weights. After reaching agreement on categories and their definitions, experts judged the relative importance between category pairs, registering their judgments anonymously using iClicker, an audience response system. Judgments were combined in two ways: a simple calculation that could be performed during the workshop and a multidimensional scaling of the judgments performed later. Content experts were able to produce a set of relative weights using this approach. The multidimensional scaling yielded a three-dimensional model with the potential to provide deeper insights into the basis of the experts' judgments. The approach developed and demonstrated in this study can be applied across academic disciplines to elicit and combine content experts judgments for the development of test blueprints.

  15. Leveraging lean principles in creating a comprehensive quality program: The UCLA health readmission reduction initiative.

    Science.gov (United States)

    Afsar-Manesh, Nasim; Lonowski, Sarah; Namavar, Aram A

    2017-12-01

    UCLA Health embarked to transform care by integrating lean methodology in a key clinical project, Readmission Reduction Initiative (RRI). The first step focused on assembling a leadership team to articulate system-wide priorities for quality improvement. The lean principle of creating a culture of change and accountability was established by: 1) engaging stakeholders, 2) managing the process with performance accountability, and, 3) delivering patient-centered care. The RRI utilized three major lean principles: 1) A3, 2) root cause analyses, 3) value stream mapping. Baseline readmission rate at UCLA from 9/2010-12/2011 illustrated a mean of 12.1%. After the start of the RRI program, for the period of 1/2012-6/2013, the readmission rate decreased to 11.3% (p<0.05). To impact readmissions, solutions must evolve from smaller service- and location-based interventions into strategies with broader approach. As elucidated, a systematic clinical approach grounded in lean methodologies is a viable solution to this complex problem. Copyright © 2017 Elsevier Inc. All rights reserved.

  16. Creating broad acceptance of novel nuclear concepts (A progress report on relevant ISTC programs)

    International Nuclear Information System (INIS)

    Tocheny, Lev V.

    2008-01-01

    The International Science and Technology Center (ISTC) is a unique international organization created in Moscow more than twelve years ago by Russia, USA, EU and Japan. Later Korea and Canada, and several CIS countries as well acceded to ISTC. The basic idea behind establishing the ISTC was to support non-proliferation of the mass destruction weapons technologies by re-directing former Soviet weapons scientists to peaceful research thus preventing the drain of dangerous knowledge and expertise from Russia and other CIS countries. Numerous science and technology projects are realized with the ISTC support in different areas, from bio-technologies and environmental problems to all aspects of nuclear studies, including those focused on the development of effective innovative concepts and technologies in the nuclear field, in general, and for improvement of nuclear safety, in particular. Presently, the ISTC has 40 member countries (27 from EU), representing the CIS, Europe, Asia, and North America. The Partner list includes over 180 organizations and leading industrial companies from all ISTC parties. ISTC Activities to the end of 2007 above 2500 projects approved for funding. More than 350 institutions and 35,000 specialists received grants from ISTC. The presentation addresses some consequences of the ISTC projects and programs, related to nuclear science and technologies, as well as methods and approaches employed by the ISTC to foster close international collaboration and joint manage projects towards fruitful results. (authors)

  17. The FAA Health Awareness Program: Results of the 1998 Customer Service Assessment Survey

    National Research Council Canada - National Science Library

    Hilton, Thomas

    2000-01-01

    This report presents the results of an agency-wide survey of employee health and wellness to determine workforce involvement in and satisfaction with the Federal Aviation Administration's Health Awareness Program (HAP...

  18. 77 FR 16118 - Proposed Renewal Without Change; Comment Request; Customer Identification Programs for Various...

    Science.gov (United States)

    2012-03-19

    ... to prevent those financial institutions from being used to facilitate money laundering and the... and FinCEN's implementing regulations, or to guard against money laundering, which includes imposing anti-money laundering (``AML'') program requirements on financial institutions.\\4\\ \\1\\ The BSA is...

  19. Perspectives of Chinese American smoker and nonsmoker household pairs about the creating smokefree living together program.

    Science.gov (United States)

    Saw, Anne; Paterniti, Debora A; Fung, Lei-Chun; Tsoh, Janice Y; Tong, Elisa K

    2018-04-01

    Chinese men smoke at high rates, and this puts household members at risk for tobacco-related diseases. Culturally responsive interventions that provide education and support are needed to promote smokefree living and reduce smoke exposure, particularly for US immigrants who experience changes in smokefree social norms. This qualitative study examines perspectives of Chinese American smoker and nonsmoker household pairs in the Creating Smokefree Living Together program. Four focus groups were conducted with 30 Chinese American participants (15 smokers and 15 nonsmokers) who, in household pairs, completed smokefree education interventions of either brief or moderate intensity. Nearly three-quarters of the smokers continued to smoke after the intervention at the time of focus group participation. All smokers were male, and most household nonsmokers were female spouses. All participants had limited English proficiency. Focus group meetings were recorded, and the recordings were translated and transcribed. Transcripts and field notes were thematically analyzed. The following themes, shared by smokers and nonsmokers across interventions, were identified: 1) there was a preference for dyadic and group interventions because of the support offered, 2) increased knowledge of the health harms of smoke exposure within a pair improved the nonsmoker's support for smokefree living, 3) learning communication strategies improved household relationships and assertiveness for smokefree environments, 4) biochemical feedback was useful but had short-term effects, and 5) project magnets provided cues to action. Involving household partners is critical to smokefree interventions. Simple reminders at home appear to be more powerful than personal biochemical feedback of smoke exposure for sustaining motivation and engagement in ongoing behavioral changes within the household. Cancer 2018;124:1599-606. © 2018 American Cancer Society. © 2018 American Cancer Society.

  20. THE EFFECT OF PRODUCTS, PRICE AND SERVICE QUALITY ON CUSTOMER SATISFACTION IN “RICE FOR THE POORS” PROGRAM

    Directory of Open Access Journals (Sweden)

    Surip N.

    2017-12-01

    Full Text Available This study aimed to determine and analyze the partial influence of product variables, price and service quality on consumer satisfaction in Indonesian government’s “Rice for the Poors” (“Beras Miskin”, abbreviated as “Raskin” program, as well as the influence of product variable, price and service quality simultaneously to customer satisfaction in the program. The sampling method used is proportionate stratified random sampling. The research is conducted in West Bandung regency, Jawa Barat (West Java Province with a population of 86.908 RTS-PM, and data collection was conducted on October 2015. The method of analysis used in this research is the analysis of correlation and linear regression. The results of the study conclude that the variable of product, price and quality of service simultaneously or partially possess positive and significant effect on consumer satisfaction in Raskin program. The service quality is one of the strong variables that influence the consumer satisfaction, followed by price and product variables.

  1. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

    Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management. In the third part is described application of Customer Experience Management in practice, particularly in the context Touch Point Analyses in GE Money Bank.

  2. Geometric and mechanical evaluation of 3D-printing materials for skull base anatomical education and endoscopic surgery simulation - A first step to create reliable customized simulators.

    Directory of Open Access Journals (Sweden)

    Valentin Favier

    Full Text Available Endoscopic skull base surgery allows minimal invasive therapy through the nostrils to treat infectious or tumorous diseases. Surgical and anatomical education in this field is limited by the lack of validated training models in terms of geometric and mechanical accuracy. We choose to evaluate several consumer-grade materials to create a patient-specific 3D-printed skull base model for anatomical learning and surgical training.Four 3D-printed consumer-grade materials were compared to human cadaver bone: calcium sulfate hemihydrate (named Multicolor, polyamide, resin and polycarbonate. We compared the geometric accuracy, forces required to break thin walls of materials and forces required during drilling.All materials had an acceptable global geometric accuracy (from 0.083mm to 0.203mm of global error. Local accuracy was better in polycarbonate (0.09mm and polyamide (0.15mm than in Multicolor (0.90mm and resin (0.86mm. Resin and polyamide thin walls were not broken at 200N. Forces needed to break Multicolor thin walls were 1.6-3.5 times higher than in bone. For polycarbonate, forces applied were 1.6-2.5 times higher. Polycarbonate had a mode of fracture similar to the cadaver bone. Forces applied on materials during drilling followed a normal distribution except for the polyamide which was melted. Energy spent during drilling was respectively 1.6 and 2.6 times higher on bone than on PC and Multicolor.Polycarbonate is a good substitute of human cadaver bone for skull base surgery simulation. Thanks to short lead times and reasonable production costs, patient-specific 3D printed models can be used in clinical practice for pre-operative training, improving patient safety.

  3. Geometric and mechanical evaluation of 3D-printing materials for skull base anatomical education and endoscopic surgery simulation - A first step to create reliable customized simulators.

    Science.gov (United States)

    Favier, Valentin; Zemiti, Nabil; Caravaca Mora, Oscar; Subsol, Gérard; Captier, Guillaume; Lebrun, Renaud; Crampette, Louis; Mondain, Michel; Gilles, Benjamin

    2017-01-01

    Endoscopic skull base surgery allows minimal invasive therapy through the nostrils to treat infectious or tumorous diseases. Surgical and anatomical education in this field is limited by the lack of validated training models in terms of geometric and mechanical accuracy. We choose to evaluate several consumer-grade materials to create a patient-specific 3D-printed skull base model for anatomical learning and surgical training. Four 3D-printed consumer-grade materials were compared to human cadaver bone: calcium sulfate hemihydrate (named Multicolor), polyamide, resin and polycarbonate. We compared the geometric accuracy, forces required to break thin walls of materials and forces required during drilling. All materials had an acceptable global geometric accuracy (from 0.083mm to 0.203mm of global error). Local accuracy was better in polycarbonate (0.09mm) and polyamide (0.15mm) than in Multicolor (0.90mm) and resin (0.86mm). Resin and polyamide thin walls were not broken at 200N. Forces needed to break Multicolor thin walls were 1.6-3.5 times higher than in bone. For polycarbonate, forces applied were 1.6-2.5 times higher. Polycarbonate had a mode of fracture similar to the cadaver bone. Forces applied on materials during drilling followed a normal distribution except for the polyamide which was melted. Energy spent during drilling was respectively 1.6 and 2.6 times higher on bone than on PC and Multicolor. Polycarbonate is a good substitute of human cadaver bone for skull base surgery simulation. Thanks to short lead times and reasonable production costs, patient-specific 3D printed models can be used in clinical practice for pre-operative training, improving patient safety.

  4. The development of Sonic Pi and its use in educational partnerships: Co-creating pedagogies for learning computer programming

    OpenAIRE

    Aaron, S; Blackwell, Alan Frank; Burnard, Pamela Anne

    2017-01-01

    Sonic Pi is a new open source software tool and platform originally developed for the Raspberry Pi computer, designed to enable school children to learn programming by creating music. In this article we share insights from a scoping study on the development of Sonic Pi and its use in educational partnerships. Our findings draw attention to the importance of collaborative relationships between teacher and computer scientist and the value of creative pedagogies for learning computer programming...

  5. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

    Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

  6. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... from more than 40 product configuration projects in companies providing customer tailored products and services........ The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes...

  7. Creating and Maintaining a Wellness Environment in Child Care Centers Participating in the Child and Adult Care Food Program

    Science.gov (United States)

    Lofton, Kristi L.; Carr, Deborah H.

    2010-01-01

    Purpose/Objectives: This study identifies issues associated with creating and maintaining a wellness environment in child care centers (CCCs) participating in the Child and Adult Care Food Program (CACFP). Methods: Structured interviews and focus groups were conducted with CCC professionals and state agency personnel to develop a survey to assess…

  8. Teaching Students with Fetal Alcohol Spectrum Disorder: Building Strengths, Creating Hope. Programming for Students with Special Needs. Book 10

    Science.gov (United States)

    Clarren, Sandra G. Bernstein

    2004-01-01

    "Teaching Students with Fetal Alcohol Spectrum Disorder: Building Strengths, Creating Hope" is Book 10 in the Programming for Students with Special Needs series; a revision and expansion of the 1997 Alberta Learning teacher resource, "Teaching Students with Fetal Alcohol Syndrome and Possible Prenatal Alcohol-Related Effects."…

  9. The Loyalty of older people in fitness centers: Managing customers for physical activity programs

    Directory of Open Access Journals (Sweden)

    Jerónimo García Fernández

    2010-01-01

    Full Text Available The fitness centers are now places where partners perform «controlled» physical activity, which improves their physical and mental state, and where they socialize with other partners of all ages. These centers have been typically managed by people without training in this subject and with the only interest of obtaining partners without taking into account the long-term impact. This problem, together with management problems of the center and personal problems of the members, have meant that there are high desertion rates in this type of indoor facilities, with the consequent increase in expenditure on marketing and a non-sustainable profitability. We propose a program of physical activity that could improve the rate of loyalty, being the central point of management of sports centers today, the satisfaction and loyalty to the fitness centers.

  10. Employee retention: a customer service approach.

    Science.gov (United States)

    Gerson, Richard F

    2002-01-01

    Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the

  11. Customization Issues

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

  12. Creating, Constructing, and Cultivating Professional Development within a Reggio-Inspired Early Childhood Education Program

    Science.gov (United States)

    Haigh, Karen M.

    2009-01-01

    The study examined the professional development system of an early childhood education program which was influenced by the Reggio Emilia Approach to early learning. This multi-site program thrived within low-income, inner-city communities of Chicago. Literature connected to the program's historical context of the Settlement House and the Reggio…

  13. Creating value-added linkages through creative programming: a partnership for nursing education.

    Science.gov (United States)

    Caldwell, Linda M; Luke, Gerri; Tenofsky, Linda M

    2007-01-01

    Academic and clinical institutions can effectively collaborate to deliver programs that enhance the educational level of the nursing staff. Creative programming, which offers flexibility and convenience, and a reasonable cost are key elements in the success of a program. Open communication and mutual recognition and respect of the talents, abilities, and values of all developers of the program are essential factors in effective collaborations leading to successful partnerships. Although clear expectations and clarity of functions are important once the partnership has developed, flexibility and a desire to "own" both the problems and the successes of a program are crucial to success.

  14. Implementation of customized health information technology in diabetes self management programs.

    Science.gov (United States)

    Alexander, Susan; Frith, Karen H; O'Keefe, Louise; Hennigan, Michael A

    2011-01-01

    The project was a nurse-led implementation of a software application, designed to combine clinical and demographic records for a diabetes education program, which would result in secure, long-term record storage. Clinical information systems may be prohibitively expensive for small practices and require extensive training for implementation. A review of the literature suggests that the use of simple, practice-based registries offer an economical method of monitoring the outcomes of diabetic patients. The database was designed using a common software application, Microsoft Access. The theory used to guide implementation and staff training was Rogers' Diffusion of Innovations theory (1995). Outcomes after a 3-month period included incorporation of 100% of new clinical and demographic patient records into the database and positive changes in staff attitudes regarding software applications used in diabetes self-management training. These objectives were met while keeping project costs under budgeted amounts. As a function of the clinical nurse specialist (CNS) researcher role, there is a need for CNSs to identify innovative and economical methods of data collection. The success of this nurse-led project reinforces suggestions in the literature for less costly methods of data maintenance in small practice settings. Ongoing utilization and enhancement have resulted in the creation of a robust database that could aid in the research of multiple clinical issues. Clinical nurse specialists can use existing evidence to guide and improve both their own practice and outcomes for patients and organizations. Further research regarding specific factors that predict efficient transition of informatics applications, how these factors vary according to practice settings, and the role of the CNS in implementation of such applications is needed.

  15. Custom controls

    Science.gov (United States)

    Butell, Bart

    1996-02-01

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

  16. Barriers and Pathways to Creating Sustainability Education Programs: Policy, Rhetoric and Reality

    Science.gov (United States)

    Moore, Janet

    2005-01-01

    This article outlines an action-oriented research project regarding the University of British Columbia's engagement with sustainability. In 1997, the University of British Columbia (UBC) created a sustainability policy that suggests all UBC students should be educated about sustainability. Using data from a series of in-depth interviews the author…

  17. Creating Jobs through Energy Efficiency Using Wisconsin's Successful Focus on Energy Program

    Energy Technology Data Exchange (ETDEWEB)

    Akhtar, Masood; Corrigan, Edward; Reitter, Thomas

    2012-03-30

    The purpose of this project was to provide administrative and technical support for the completion of energy efficiency projects that reduce energy intensity and create or save Wisconsin industrial jobs. All projects have been completed. Details in the attached reports include project management, job development, and energy savings for each project.

  18. Education and the Environment: Creating Standards-Based Programs in Schools and Districts

    Science.gov (United States)

    Lieberman, Gerald A.

    2013-01-01

    In this timely book, curriculum expert Gerald A. Lieberman provides an innovative guide to creating and implementing a new type of environmental education that combines standards-based lessons on English language arts, math, history, and science with community investigations and service learning projects. By connecting academic content with local…

  19. Using the ADDIE Model to Create an Online Strength Training Program: An Exploration

    Science.gov (United States)

    Brook, Rebekah L.

    2014-01-01

    The purpose of this design and development research was to investigate whether the ADDIE model can be used to design online modules that teach psychomotor skills. The overarching research question was: How can the ADDIE Model of Instructional Design be used to create an online module that teaches safe and effective movement for psychomotor skills?…

  20. Teacher Reform in Indonesia: Can Offshore Programs Create Lasting Pedagogical Shift?

    Science.gov (United States)

    Allen, William; Hyde, Mervyn; Whannel, Robert; O'Neill, Maureen

    2018-01-01

    Regional and national interest in reforming teaching in Indonesia has seen governments, NGOs and education specialists combine to drive pedagogical changes among school teachers there. Results of these programs have been indifferent at best. This paper reports on teacher reform programs in Provinsi Papua, one of the most marginal societies in…

  1. Exploring Self-Esteem in a Girls' Sports Program: Competencies and Connections Create Change

    Science.gov (United States)

    Markowitz, Ellen

    2012-01-01

    Self-esteem has been problematic for researchers because it is complex, stable, and hard to measure. When assessing the self-esteem of out-of-school time (OST) program participants, some researchers may think their instruments will not detect changes, either because the program does not last long enough to make a difference or because self-esteem…

  2. Leveraging Sociocultural Theory to Create a Mentorship Program for Doctoral Students

    Science.gov (United States)

    Crosslin, Matt; Wakefield, Jenny S.; Bennette, Phyllis; Black, James William, III

    2013-01-01

    This paper details a proposed doctoral student connections program that is based on sociocultural theory. It is designed to assist new students with starting their educational journey. This program is designed to leverage social interactions, peer mentorship, personal reflection, purposeful planning, and existing resources to assist students in…

  3. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

    to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems...

  4. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

    Full Text Available In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to knowledge andunderstanding that is critical to maintaining a competitive edge

  5. Creating tomorrow's leaders today: the Emerging Nurse Leaders Program of the Texas Nurses Association.

    Science.gov (United States)

    Sportsman, Susan; Wieck, Lynn; Yoder-Wise, Patricia S; Light, Kathleen M; Jordan, Clair

    2010-06-01

    The Texas Nurses Association initiated an Emerging Nurse Leaders Program as an approach to engaging new nurses in the leadership of the professional association. This article explains the program's origin, the commitment of the Texas Nurses Association to this process, the implementation of the plan, and the discussions that launched a new way of connecting leaders across generations. Further, it is an approach that any professional organization can use to encourage the involvement of new leaders.

  6. Database created with the operation of environmental monitoring program from the Nuclear Technology Development Center (CDTN) - Brazilian CNEN

    International Nuclear Information System (INIS)

    Peixoto, C.M.

    1995-01-01

    The environmental control from the Nuclear Technology Development Center (CDTN - Brazilian CNEN) is done through a Program of Environmental Monitoring-PMA, which has been in operation since 1985. To register all the analytic results of the several samples, samples, a database was created. In this work, this database structure as well as the information used in the evaluation of the results obtained from the operation of the above-mentioned PMA are presented. (author). 5 refs, 1 fig, 3 tabs

  7. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

    This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

  8. Customer service: moving from slogan to point of differentiation.

    Science.gov (United States)

    Thies, S

    1999-01-01

    To make its commitment to customer-centered care real, Dean Medical Center interviewed patients and created a "Vital Signs" scorecard. Performance is now measured according to those key areas specified by patients. Face-to-face communication from upper management to all employees and employee training has facilitated the program.

  9. Navigating the Leadership Landscape: Creating an Inventory to Identify Leadership Education Programs for Health Professionals.

    Science.gov (United States)

    Gertler, Matthew; Verma, Sarita; Tassone, Maria; Seltzer, Jane; Careau, Emmanuelle

    2015-01-01

    As health systems become increasingly complex, there is growing emphasis on collaborative leadership education for health system change. The Canadian Interprofessional Health Leadership Collaborative conducted research on this phenomenon through a scoping and systematic review of the health leadership literature, key informant interviews and an inventory of health leadership programs in Canada. The inventory is unique, accounting for educational programming missed by traditional scholarly literature reviews. A major finding is that different health professions have access to health leadership education in different stages of their careers. This pioneering inventory suggests that needs may differ between health professions but also that there is a growing demand for multiple types of programs for specific targeted audiences, and a strategic need for collaborative leadership education in healthcare.

  10. Port Hope and area property value protection program: creating stability in the marketplace

    International Nuclear Information System (INIS)

    Gerestein, B.; Flynn, B.

    2006-01-01

    The Property Value Protection (PVP) Program, administered by the Low-Level Radioactive Waste Management Office (LLRWMO), functions as an integral part of the Port Hope Area Initiative, a $260M, 10-year project to clean up and safely manage low- level radioactive waste for the long-term in the Port Hope area. The PVP Program was established in March 2001 to compensate owners of residential, commercial or industrial properties in designated parts of the municipalities of Port Hope and Clarington. Compensation is awarded to owners if they realize financial loss on the sale or rental of their property or mortgage renewal difficulties as a result of the Initiative. Key features of the PVP Program include a claim process, an appeal process and the appointment of independent Compensation Officers to hear appeals. (author)

  11. Predictive Systems for Customer Interactions

    Science.gov (United States)

    Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

    With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

  12. Use of nuclear explosions to create gas condensate storage in the USSR. LLL Treaty Verification Program

    International Nuclear Information System (INIS)

    Borg, I.Y.

    1982-01-01

    The Soviet Union has described industrial use of nuclear explosions to produce underground hydrocarbon storage. To examples are in the giant Orenburg gas condensate field. There is good reason to believe that three additional cavities were created in bedded salt in the yet to be fully developed giant Astrakhan gas condensate field in the region of the lower Volga. Although contrary to usual western practice, the cavities are believed to be used to store H 2 S-rich, unstable gas condensate prior to processing in the main gas plants located tens of kilometers from the producing fields. Detonations at Orenburg and Astrakhan preceded plant construction. The use of nuclear explosions at several sites to create underground storage of highly corrosive liquid hydrocarbons suggests that the Soviets consider this time and cost effective. The possible benefits from such a plan include degasification and stabilization of the condensate before final processing, providing storage of condensate during periods of abnormally high natural gas production or during periods when condensate but not gas processing facilities are undergoing maintenance. Judging from information provided by Soviet specialists, the individual cavities have a maximum capacity on the order of 50,000 m 3

  13. Creating a peaceful school learning environment: the impact of an antibullying program on educational attainment in elementary schools.

    Science.gov (United States)

    Fonagy, Peter; Twemlow, Stuart W; Vernberg, Eric; Sacco, Frank C; Little, Todd D

    2005-07-01

    The impact of a bullying and violence prevention program on education attainment was studied in five elementary schools (K-5), over a 5-year period. A multiple baseline design was used and academic attainment test scores of 1,106 students were monitored before and after the introduction of the program across the school district. This sample was contrasted with an equivalent control sample of 1,100 students from the school district who attended schools that did not join the program. Program participation was associated with pronounced improvements in the students' achievement test scores. Notable reductions in the scores of those students who left schools with active programs were also observed. This simple, low-cost anti-violence intervention, involves all those who work in schools, not just students. It appears to significantly benefit educational performance of children in the participating elementary schools. The program focuses attention on the interaction between the bully, victim and audience of bystanders who are seen as pivotal in either promoting or ameliorating violence. Buy in to the philosophy by teachers & administration is high, because the format allows each school to create materials with its own personal stamp, and since there is no classroom curriculum add on, the burden to teachers is vastly reduced. Psychiatrists who work with schools could easily assist a school to put the program in place as part of their consultation work.

  14. Practitioners' Experiences Creating and Implementing an Emotional Recovery and Physical Activity Program Following a Natural Disaster

    Science.gov (United States)

    Wahl-Alexander, Zachary

    2015-01-01

    On April 27, 2011 a series of tornadoes tore through the southeast United States. Sixty-four percent of the counties in the state of Alabama were directly affected by these storms. After a natural disaster, children who are directly or indirectly affected show numerous intense emotional reactions. Recovery programs can be set up to enable them to…

  15. The Partnership in Teacher Excellence Program: A District-University Collaboration to Create Teacher Leaders

    Science.gov (United States)

    Bond, Nathan; Goodwin, Marilyn; Summers, Emily

    2013-01-01

    This article describes the conditions for establishing an advanced master's degree program that focuses on teacher leadership. The creation of the model is examined from the perspective of nine administrators from Eanes Independent School District in Austin, Texas, and Texas State University-San Marcos. These administrators collaborated to design…

  16. Creating Professional Learning Communities in a Traditional Educational Leadership Preparation Program

    Science.gov (United States)

    Doolittle, Gini; Stanwood, H. Mark; Simmerman, Herb

    2006-01-01

    In this article, the authors examine the prerequisites for leadership preparation programs with regard to implementing and institutionalizing professional learning communities as an instructional strategy. First, the authors posit that as faculty they must examine and reflect on their own teaching practices and how they influence their reciprocal…

  17. An Evaluation of Project iRead: A Program Created to Improve Sight Word Recognition

    Science.gov (United States)

    Marshall, Theresa Meade

    2014-01-01

    This program evaluation was undertaken to examine the relationship between participation in Project iRead and student gains in word recognition, fluency, and comprehension as measured by the Phonological Awareness Literacy Screening (PALS) Test. Linear regressions compared the 2012-13 PALS results from 5,140 first and second grade students at…

  18. Creating and Implementing Diverse Development Strategies to Support Extension Centers and Programs

    Science.gov (United States)

    Page, Christopher S.; Kern, Michael A.

    2018-01-01

    Declining government funding for higher education requires colleges and universities to seek alternative revenue streams, including through philanthropic fund-raising. Extension-based subject matter centers and other programs can benefit from the thoughtful supplementation of traditional revenue sources with individual, corporate, and private…

  19. Music in the mountains: creating sustainable therapy programs from short-term missions

    Directory of Open Access Journals (Sweden)

    Rachel Foxell

    2015-01-01

    Full Text Available This field report describes the experiences of a Registered Music Therapist (RMT living, working, and musicking1 during a short-term health mission to Northern India. Using a sustainability approach, collaboration with several local and global health organisations resulted in the development of a therapeutic music program for children with disabilities. Disability is a complex phenomenon, and in rural areas of India, disability is viewed as a foundation for shame and exclusion. The Community-based project, Samvedna, oversees the therapy, healthcare, and education of over 100 children with a disability in remote villages and is heavily involved in disability advocacy in the area. Sustainable programs are more effective for individuals and communities in both the short and long term. RMTs and other health professionals can be instrumental in setting up sustainable programs, such as teaching specific skills and knowledge to local teams, provided there is thorough preparation and ongoing collaboration to determine the priorities and expectations of the program.

  20. Creating Healthier Afterschool Environments in the Healthy Eating Active Communities Program

    Science.gov (United States)

    Hinkle, Arnell J.; Yoshida, Sallie

    2014-01-01

    Afterschool programs in California have the potential to play a major role in obesity prevention given that they serve close to a million low-income children. A five-year initiative called the Healthy Eating Active Communities (HEAC) was funded in 2005 by the California Endowment to demonstrate that disparities related to childhood obesity and…

  1. Undervalued or Overvalued Customers : Capturing Total Customer Engagement Value

    NARCIS (Netherlands)

    Kumar, V.; Aksoy, Lerzan; Donkers, Bas; Venkatesan, Rajkumar; Wiesel, Thorsten; Tillmanns, Sebastian

    Customers can interact with and create value for firms in a variety of ways. This article proposes that assessing the value of customers based solely upon their transactions with a firm may not be sufficient, and valuing this engagement correctly is crucial in avoiding undervaluation and

  2. [The process of creating guidebooks for orienting self-care in the Diabetes educational program].

    Science.gov (United States)

    Torres, Heloisa Carvalho; Candido, Naiara Abrantes; Alexandre, Luciana Rodrigues; Pereira, Flávia Lobato

    2009-01-01

    This study aimed at describing the experience of creating guidebooks on self-care, performed with individuals with diabetes of the Teaching Hospital, by professors and undergraduate students of the Nursing School at Universidade Federal de Minas Gerais. Problems and issues related to self-care and diabetes were raised in the healthcare workshops held with professors and students. Based on Freire's methodology, meetings were held with individuals with diabetes according to directives for the construction of the guidebooks that included the selection of content, style and format of the material. The creativity present in the images during the topic discussions made the meetings into a rich moment of exchange, where the participants could express ideas, values, beliefs and life histories. The messages were well-planned, comprehensible and attractive, and the individuals considered them effective in helping them in the educational activities and diabetes self-care.

  3. 77 FR 67865 - Enhancing Protections Afforded Customers and Customer Funds Held by Futures Commission Merchants...

    Science.gov (United States)

    2012-11-14

    ... Parts 1, 3, 22 et al. Enhancing Protections Afforded Customers and Customer Funds Held by Futures... Customers and Customer Funds Held by Futures Commission Merchants and Derivatives Clearing Organizations... amend existing regulations to require enhanced customer protections, risk management programs, internal...

  4. Creating Communication Training Programs for Graduate Students in Science and Engineering

    Science.gov (United States)

    Rice, M.; Lewenstein, B.; Weiss, M.

    2012-12-01

    Scientists and engineers in all disciplines are required to communicate with colleagues, the media, policy-makers, and/or the general public. However, most STEM graduate programs do not equip students with the skills needed to communicate effectively to these diverse audiences. In this presentation, we describe a science communication course developed by and for graduate students at Cornell University. This training, which has been implemented as a semester-long seminar and a weekend-long workshop, covers popular science writing, science policy, print and web media, radio and television. Here we present a comparison of learning outcomes for the semester and weekend formats, a summary of lessons learned, and tools for developing similar science communication programs for graduate students at other institutions.

  5. Getting ready for identity theft rules: creating a prevention program for your medical practice.

    Science.gov (United States)

    Cascardo, Debra

    2009-01-01

    Identity theft worries have found their way into medical practices. By August 1, 2009, all "creditors" must have a written program to prevent, detect, and minimize damage from identity theft. Any medical practice that bills patients is considered a creditor. Like HIPAA, these new Red Flag guidelines will serve to protect your practice from lawsuits as well as protect your patients from identity theft of their financial, personal, and medical information.

  6. Efficient Product Customization by Structure Synthesis

    OpenAIRE

    Maurer, M.;Rupp, T.;Lindemann, U.

    2017-01-01

    The presented approach describes a new strategy for creating product structures, which are suitable for further customer driven product customization – i.e. the customization can be carried out within less time and for lower costs. The required input data is knowledge on the interconnectivity between product components and knowledge of principal scopes of customization demands (e.g. which components or functions customers would like to individualize, which ones are unknown or hidden). By mean...

  7. Electricity Customers

    Science.gov (United States)

    Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity, although it could increase.

  8. Creating and Implementing an Offshore Graduate Program: A Case Study of Leadership and Development of the Global Executive MBA Program

    Science.gov (United States)

    Herrera, Marisa L.

    2013-01-01

    This study applies the literature on leadership framing to the globalization of higher education to understand the development of the Global Executive MBA program at a large university. The purpose of the study was to provide administrators, educators and university leaders an understanding as to how to respond to globalization and, secondly, to…

  9. Customer satisfaction in the emergency department.

    Science.gov (United States)

    Worthington, Kelly

    2004-02-01

    Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful

  10. Eight critical factors in creating and implementing a successful simulation program.

    Science.gov (United States)

    Lazzara, Elizabeth H; Benishek, Lauren E; Dietz, Aaron S; Salas, Eduardo; Adriansen, David J

    2014-01-01

    Recognizing the need to minimize human error and adverse events, clinicians, researchers, administrators, and educators have strived to enhance clinicians' knowledge, skills, and attitudes through training. Given the risks inherent in learning new skills or advancing underdeveloped skills on actual patients, simulation-based training (SBT) has become an invaluable tool across the medical education spectrum. The large simulation, training, and learning literature was used to provide a synthesized yet innovative and "memorable" heuristic of the important facets of simulation program creation and implementation, as represented by eight critical "S" factors-science, staff, supplies, space, support, systems, success, and sustainability. These critical factors advance earlier work that primarily focused on the science of SBT success, to also include more practical, perhaps even seemingly obvious but significantly challenging components of SBT, such as resources, space, and supplies. SYSTEMS: One of the eight critical factors-systems-refers to the need to match fidelity requirements to training needs and ensure that technological infrastructure is in place. The type of learning objectives that the training is intended to address should determine these requirements. For example, some simulators emphasize physical fidelity to enable clinicians to practice technical and nontechnical skills in a safe environment that mirrors real-world conditions. Such simulators are most appropriate when trainees are learning how to use specific equipment or conduct specific procedures. The eight factors-science, staff, supplies, space, support, systems, success, and sustainability-represent a synthesis of the most critical elements necessary for successful simulation programs. The order of the factors does not represent a deliberate prioritization or sequence, and the factors' relative importance may change as the program evolves.

  11. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

    This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

  12. Using open-source programs to create a web-based portal for hydrologic information

    Science.gov (United States)

    Kim, H.

    2013-12-01

    Some hydrologic data sets, such as basin climatology, precipitation, and terrestrial water storage, are not easily obtainable and distributable due to their size and complexity. We present a Hydrologic Information Portal (HIP) that has been implemented at the University of California for Hydrologic Modeling (UCCHM) and that has been organized around the large river basins of North America. This portal can be easily accessed through a modern web browser that enables easy access and visualization of such hydrologic data sets. Some of the main features of our HIP include a set of data visualization features so that users can search, retrieve, analyze, integrate, organize, and map data within large river basins. Recent information technologies such as Google Maps, Tornado (Python asynchronous web server), NumPy/SciPy (Scientific Library for Python) and d3.js (Visualization library for JavaScript) were incorporated into the HIP to create ease in navigating large data sets. With such open source libraries, HIP can give public users a way to combine and explore various data sets by generating multiple chart types (Line, Bar, Pie, Scatter plot) directly from the Google Maps viewport. Every rendered object such as a basin shape on the viewport is clickable, and this is the first step to access the visualization of data sets.

  13. Creating a Holistic Extractables and Leachables (E&L) Program for Biotechnology Products.

    Science.gov (United States)

    Li, Kim; Rogers, Gary; Nashed-Samuel, Yasser; Lee, Hans; Mire-Sluis, Anthony; Cherney, Barry; Forster, Ronald; Yeh, Ping; Markovic, Ingrid

    2015-01-01

    The risk mitigation of extractables and leachables presents significant challenges to regulators and drug manufacturers with respect to the development, as well as the lifecycle management, of drug products. A holistic program is proposed, using a science- and risk-based strategy for testing extractables and leachables from primary containers, drug delivery devices, and single-use systems for the manufacture of biotechnology products. The strategy adopts the principles and concepts from ICH Q9 and ICH Q8(R2). The strategy is phase-appropriate, progressing from extractables testing for material screening/selection/qualification through leachables testing of final products. The strategy is designed primarily to ensure patient safety and product quality of biotechnology products. The holistic program requires robust extraction studies using model solvents, with careful consideration of solvation effect, pH, ionic strength, temperature, and product-contact surface and duration. From a wide variety of process- and product-contact materials, such extraction studies have identified and quantified over 200 organic extractable compounds. The most commonly observed compounds were siloxanes, fatty acid amides, and methacrylates. Toxicology assessments were conducted on these compounds using risk-based decision analysis. Parenteral permitted daily exposure limits were derived, as appropriate, for the majority of these compounds. Analysis of the derived parenteral permitted daily exposure limits helped to establish action thresholds to target high-risk leachables in drug products on stability until expiry. Action thresholds serve to trigger quality investigations to determine potential product impact. The holistic program also evaluates the potential risk for immunogenicity. This approach for primary drug containers and delivery devices is also applicable to single-use systems when justified with a historical knowledge base and understanding of the manufacturing processes of

  14. Web Based Customized Design

    OpenAIRE

    Moi, Morten Benestad

    2013-01-01

    This thesis studies the methods needed to create a web based application to remotely customize a CAD model. This includes customizing a CAD model by using a graphical user interface to be able to remotely control the inputs to- and outputs from the model in NX, and to get the result sent back to the user. Using CAD systems such as NX requires intensive training, is often a slow process and gives a lot of room for errors. An intuitive, simple user interface will eliminate the need for CAD trai...

  15. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

    Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.

  16. The role of customs and traditions in the unity of the students of the New Medical Training Program

    Directory of Open Access Journals (Sweden)

    Naida Macias Hernández

    2010-03-01

    Full Text Available This article is a description of how to put into practice pedagogical actions in the school of Medicine “Rafael Ferro Macías” in Sandino where youngsters from more than 25 nations of the world study medicine, and whose traditions and customs are different, although there are some which are common. The plan of pedagogical actions was conceived considering the study about the common customs and traditions. The actions were centered in the collective participation of the students in tasks which were organized without considering the nationalities and allowing each nation to show its customs and traditions so that they could be known and gradually accepted by the others. In that way, cooperation, friendship, and respect have been achieved, and even couples from different nationalities were conformed as an expression of close friendship.

  17. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

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

  18. Determination of rate of customer focus in educational programs at Isfahan University of Medical Sciences(1) based on students' viewpoints.

    Science.gov (United States)

    Shams, Assadollah; Yarmohammadian, Mohammad Hosein; Abbarik, Hadi Hayati

    2012-01-01

    Today, the challenges of quality improvement and customer focus as well as systems development are important and inevitable matters in higher education institutes. There are some highly competitive challenges among educational institutes, including accountability to social needs, increasing costs of education, diversity in educational methods and centers and their consequent increasing competition, and the need for adaptation of new information and knowledge to focus on students as the main customers. Hence, the purpose of this study was to determine the rate of costumer focus based on Isfahan University of Medical Sciences students' viewpoints and to suggest solutions to improve this rate. This was a cross-sectional study carried out in 2011. The statistical population included all the students of seven faculties of Isfahan University of Medical Sciences. According to statistical formulae, the sample size consisted of 384 subjects. Data collection tools included researcher-made questionnaire whose reliability was found to be 87% by Cronbach's alpha coefficient. Finally, using the SPSS statistical software and statistical methods of independent t-test and one-way analysis of variance (ANOVA), Likert scale based data were analyzed. The mean of overall score for customer focus (student-centered) of Isfahan University of Medical Sciences was 46.54. Finally, there was a relation between the mean of overall score for customer focus and gender, educational levels, and students' faculties. Researcher suggest more investigation between Medical University and others. It is a difference between medical sciences universities and others regarding the customer focus area, since students' gender must be considered as an effective factor in giving healthcare services quality. In order to improve the customer focus, it is essential to take facilities, field of study, faculties, and syllabus into consideration.

  19. Determination of rate of customer focus in educational programs at Isfahan University of Medical Sciences1 based on students’ viewpoints

    Science.gov (United States)

    Shams, Assadollah; Yarmohammadian, Mohammad Hosein; Abbarik, Hadi Hayati

    2012-01-01

    Background: Today, the challenges of quality improvement and customer focus as well as systems development are important and inevitable matters in higher education institutes. There are some highly competitive challenges among educational institutes, including accountability to social needs, increasing costs of education, diversity in educational methods and centers and their consequent increasing competition, and the need for adaptation of new information and knowledge to focus on students as the main customers. Hence, the purpose of this study was to determine the rate of costumer focus based on Isfahan University of Medical Sciences students’ viewpoints and to suggest solutions to improve this rate. Materials and Methods: This was a cross-sectional study carried out in 2011. The statistical population included all the students of seven faculties of Isfahan University of Medical Sciences. According to statistical formulae, the sample size consisted of 384 subjects. Data collection tools included researcher-made questionnaire whose reliability was found to be 87% by Cronbach's alpha coefficient. Finally, using the SPSS statistical software and statistical methods of independent t-test and one-way analysis of variance (ANOVA), Likert scale based data were analyzed. Results: The mean of overall score for customer focus (student-centered) of Isfahan University of Medical Sciences was 46.54. Finally, there was a relation between the mean of overall score for customer focus and gender, educational levels, and students’ faculties. Researcher suggest more investigation between Medical University and others. Conclusion: It is a difference between medical sciences universities and others regarding the customer focus area, since students’ gender must be considered as an effective factor in giving healthcare services quality. In order to improve the customer focus, it is essential to take facilities, field of study, faculties, and syllabus into consideration. PMID

  20. Putting program evaluation to work: a framework for creating actionable knowledge for suicide prevention practice.

    Science.gov (United States)

    Wilkins, Natalie; Thigpen, Sally; Lockman, Jennifer; Mackin, Juliette; Madden, Mary; Perkins, Tamara; Schut, James; Van Regenmorter, Christina; Williams, Lygia; Donovan, John

    2013-06-01

    The economic and human cost of suicidal behavior to individuals, families, communities, and society makes suicide a serious public health concern, both in the US and around the world. As research and evaluation continue to identify strategies that have the potential to reduce or ultimately prevent suicidal behavior, the need for translating these findings into practice grows. The development of actionable knowledge is an emerging process for translating important research and evaluation findings into action to benefit practice settings. In an effort to apply evaluation findings to strengthen suicide prevention practice, the Centers for Disease Control and Prevention (CDC) and the Substance Abuse and Mental Health Services Administration (SAMHSA) supported the development of three actionable knowledge products that make key findings and lessons learned from youth suicide prevention program evaluations accessible and useable for action. This paper describes the actionable knowledge framework (adapted from the knowledge transfer literature), the three products that resulted, and recommendations for further research into this emerging method for translating research and evaluation findings and bridging the knowledge-action gap.

  1. Creating standards: Creating illusions?

    DEFF Research Database (Denmark)

    Linneberg, Mai Skjøtt

    written standards may open up for the creation of illusions. These are created when written standards' content is not in accordance with the perception standard adopters and standard users have of the specific practice phenomenon's content. This general theoretical argument is exemplified by the specific...

  2. Customer portfolios

    DEFF Research Database (Denmark)

    Clarke, Ann Højbjerg; Freytag, Per Vagn; Zolkiewski, Judith

    2017-01-01

    gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes......Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should...... that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces...

  3. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....

  4. Customer experience management in digital channels with marketing automation

    OpenAIRE

    Mattila, J. (Juho)

    2016-01-01

    Abstract Superior customer experience and successful customer experience management can create a competitive advantage that is difficult to match by the competitors. However managing customer experience successfully the customer experience needs to be considered in the context of multiple marketing channels and multiple customer segments which requires a lot of resources. With the difficult financial conditions today the us...

  5. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

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

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

  6. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

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

  7. Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management

    NARCIS (Netherlands)

    Bagheri, S.; Kusters, R.J.; Trienekens, J.J.M.; Hammoudi, S.; Cordeiro, J.; Maciaszek, L.

    2015-01-01

    Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business

  8. Using alternative segmentation techniques to examine residential customer`s energy needs, wants, and preferences

    Energy Technology Data Exchange (ETDEWEB)

    Hollander, C.; Kidwell, S. [Union Electric Co., St. Louis, MO (United States); Banks, J.; Taylor, E. [Cambridge Reports/Research International, MA (United States)

    1994-11-01

    The primary objective of this study was to examine residential customers` attitudes toward energy usage, conservation, and efficiency, and to examine the implications of these attitudes for how the utility should design and communicate about programs and services in these areas. This study combined focus groups and customer surveys, and utilized several customer segmentation schemes -- grouping customers by geodemographics, as well as customers` energy and environmental values, beliefs, and opinions -- to distinguish different segments of customers.

  9. The relationship between customer satisfaction and the demographic profile of participants in the exercise programs of health and fitness clubs for municipal youth and sport organizations

    Directory of Open Access Journals (Sweden)

    ALEXANDRA TRIPOLITSIOTI

    2007-01-01

    Full Text Available The objective of this study is to analyze the satisfaction of participants in the offered programs of exercise of health and fitness clubs for municipal Youth and Sport organizations. A random sample of 320 participants was selected from 18 closed halls and responded to a questionnaire that was pre-checked for reliability, validity and objectivity (Chen, 2001. The questionnaire included questions related to demographics, participant satisfaction from the exercise programs and from the level of organisation these have, the quality of equipment the athletic halls have and the variety of services offered. Data was analysed statistically to determine the relationships and differences between the mean value of the different variables. Results show that the profile of the major customer segment is women from 26 to 35 years old with University education. Also, statistical analysis shows that there are significant differences between the average values in all 5 dimensions of participant satisfaction: the prices of exercise programs, program content, the quality of hall equipment, public relations and employee performance. Also, there are statistically significant differences between the demographic variables (age, sex, income and the 5 participant satisfaction dimensions. However, the dimensions that present statistically significant differences vary according to the demographic variable analysed. This shows that municipal sports centres should differentiate their offers according to the dimensions of satisfaction that are more important for each customer segment as these are formed based on age, income or sex.

  10. Beyond "Initiate-Build-Operate-Transfer" strategy for creating sustainable telemedicine programs: lesson from the first decade.

    Science.gov (United States)

    Latifi, Rifat; Dasho, Erion; Lecaj, Ismet; Latifi, Kalterina; Bekteshi, Flamur; Hadeed, Molly; Doarn, Charles R; Merrell, Ronald C

    2012-06-01

    December 10, 2012 will mark the 10th anniversary of the implementation of telemedicine in the Balkans. This first decade of development and function is due to the passion, creativity, experience, and implementation know-how of the award-winning concept of the International Virtual e-Hospital (IVeH) Foundation. The objective of this article is to analyze the results of the IVeH's core strategy, "Initiate-Build-Operate-Transfer" (IBOT), which has been instrumental in establishing telemedicine in the Balkans and has been adopted by many other countries worldwide, and to describe the lessons learned that go beyond IBOT. A retrospective review of the results of IVeH engagement in establishing telemedicine in developing countries was conducted. Using IBOT, the IVeH has successfully established two national programs: one in Kosova and one in Albania. Together, they have connected 16 hospitals. Currently IVeH is in the process of creating such programs in many countries around the world. During the analysis of the first decade, we have identified eight factors that should be considered when establishing telemedicine programs. IBOT has been successful, but further studies are needed to demonstrate its effectiveness in countries beyond the Balkans.

  11. Decreasing Depression and Anxiety in College Youth Using the Creating Opportunities for Personal Empowerment Program (COPE) [Formula: see text].

    Science.gov (United States)

    Hart Abney, Beverly G; Lusk, Pamela; Hovermale, Rachael; Melnyk, Bernadette Mazurek

    2018-06-01

    College is a time of major transition in the lives of many young adults. Roughly 30% of college students have reported that anxiety and depressive symptoms negatively affect their lives and academic functioning. Currently, anxiety has surpassed depression as the reason college students seek help at counseling centers. Unfortunately, only one third of students receive treatment for anxiety and only 25% of students receive treatment for their depression. The objectives of this pilot project were to (a) assess levels of depression and anxiety in identified "at risk" college students who present to the college Student Health Services (Primary Care), (b) implement a new cognitive behavioral therapy-based intervention titled "Creating Opportunities for Personal Empowerment" (COPE), and (c) evaluate the effectiveness of the intervention on students' levels of depression and anxiety as well as satisfaction with the intervention. A one group pre- and post-test design was used. Students who received COPE demonstrated clinically meaningful improvement in depressive and anxiety symptoms as measured by the Beck Depression Inventory-II and the State-Trait Anxiety Inventory. COPE is an effective brief program for reducing depression and anxiety in college-age youth. Implementation of evidenced-based programs into the college experience could lead to less severe depression and anxiety and better academic performance, ultimately increasing the likelihood of students successfully completing their academic programs.

  12. Using fuzzy models to migrate from customer relationship management (CRM) to customer experience management (CEM)

    OpenAIRE

    Dr. Anna Maria Gil-Lafuente; Carolina Luis-Bassa

    2011-01-01

    Relationship Marketing has made rapid progress during the last ten years. Since the development of the customer-centric model, reinforced by the emergence of CRM (Customer Relationship Management) strategies, companies have focused on finding models and tools that allow them to get to know better their clients. The management of customer relationship with the company has evolved from seeking the customer satisfaction to seek customer loyalty, and later on to create a brand advocate consumer f...

  13. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  14. Analisis Customer Segment, Channels, Dan Customer Relationship Dalam Pembentukan Value Proposition Di Starbucks Coffee (Studi Kasus Pada Starbucks Coffee Indonesia)

    OpenAIRE

    Nurmanisa, Aisy; Wilopo,; Sanawiri, Brillyanes

    2016-01-01

    This research aims to understand and explain; How to Starbucks Coffee create value proposition for their customer? How to Starbucks Coffee segmented the customer, to create the value proposition? How to Starbucks Coffee build and choose the channels to grab the customer and create value proposition? How to Starbucks Coffee build a customer relationship and create value proposition from the process? .This reaserch uses primery data descriptive analysis method with fenomelogy kualitative o...

  15. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    This case study deals with the extension, customization, and profitability of two new product lines of a bicycle manufacturer. It can serve both as a discussion basis in class as well as an exam for advanced Master students in management, marketing, and ccounting. The case illustrates how variance...... application of financial analysis can lead to dysfunctional decisions that run counter to a company’s business model....

  16. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

    Please note that the French Customs (initially located in Building 904, Prévessin) are now located in Ferney-Voltaire (FR): Mrs Catherine NEUVILLE Douane de Ferney-Voltaire Rue de Genève F – 01210 Ferney-Voltaire Phone : 33 4 50 40 51 42 Email : catherine.neuville@douane.finances.gouv.fr Tom Wegelius Tel: 79947 Logistics and Site Services

  17. Creating a More Responsive and Seamless Refugee Protection System: The Scope, Promise and Limitations of US Temporary Protection Programs

    Directory of Open Access Journals (Sweden)

    Donald Kerwin

    2014-04-01

    Full Text Available Temporary protection programs can provide haven to endangered persons while states and non-governmental organizations (NGOs work to create durable solutions in sending, host and third countries.[1] They have the potential to further the interests of forced migrants in protection, states in effective and coordinated migration management, and the international community in solidarity.US temporary protection programs rest primarily on executive discretion and have not been substantially revisited for nearly 25 years. “Parole” represents the primary vehicle for temporarily admitting non-citizens for emergency and humanitarian reasons.[2]  Prior to 1980, the United States used parole to admit large refugee and refugee-like populations to whom (in most cases it later extended lawful permanent resident (LPR status. The 1980 Refugee Act made the US refugee resettlement program the primary vehicle for refugee admissions, limited the use of parole to individuals (not groups, and created a presumption against granting parole to refugees.The United States provides immigrant (permanent visas to abused, neglected and abandoned children, as well as to certain Iraqis and Afghanis who worked for the US military or for military contractors.  It can also award up to 5,000 non-immigrant (temporary “T” visas each year to victims of human trafficking and up to 10,000 non-immigrant “U” visas to survivors of crime who assist law enforcement officials in investigating and prosecuting crimes. However, since 1980, the United States has lacked a dedicated legal vehicle for admitting other refugee-like populations.Temporary protected status (TPS applies to non-citizens from states experiencing  armed conflict, the aftermath of natural disaster, or other extraordinary, temporary conditions that make it unsafe to return. The TPS statute allows the Secretary of the US Department of Homeland Security (DHS to designate states or regions within states for TPS

  18. Mağaza Sadakat Programlarının Algılanması, Güven, İlişkiyi Sürdürme İsteği ve Mağaza Sadakati Arasındaki İlişkilerin Yapısal Eşitlik Modeli ile İncelenmesi = Analyzing the Relationships Among Perceptions on Store Loyalty Programs, Trust, Customer Commitment to the Relationship and Store Loyalty Through Structural Equation Modeling

    OpenAIRE

    Ela Erten; Tülay Yeniçeri

    2008-01-01

    Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and ...

  19. Estimating the cost of saving electricity through U.S. utility customer-funded energy efficiency programs

    International Nuclear Information System (INIS)

    Hoffman, Ian M.; Goldman, Charles A.; Rybka, Gregory; Leventis, Greg; Schwartz, Lisa; Sanstad, Alan H.; Schiller, Steven

    2017-01-01

    The program administrator and total cost of saved energy allow comparison of the cost of efficiency across utilities, states, and program types, and can identify potential performance improvements. Comparing program administrator cost with the total cost of saved energy can indicate the degree to which programs leverage investment by participants. Based on reported total costs and savings information for U.S. utility efficiency programs from 2009 to 2013, we estimate the savings-weighted average total cost of saved electricity across 20 states at $0.046 per kilowatt-hour (kW h), comparing favorably with energy supply costs and retail rates. Programs targeted on the residential market averaged $0.030 per kW h compared to $0.053 per kW h for non-residential programs. Lighting programs, with an average total cost of $0.018 per kW h, drove lower savings costs in the residential market. We provide estimates for the most common program types and find that program administrators and participants on average are splitting the costs of efficiency in half. More consistent, standardized and complete reporting on efficiency programs is needed. Differing definitions and quantification of costs, savings and savings lifetimes pose challenges for comparing program results. Reducing these uncertainties could increase confidence in efficiency as a resource among planners and policymakers. - Highlights: • The cost of saved energy allows comparisons among energy resource investments. • Findings from the most expansive collection yet of total energy efficiency program costs. • The weighted average total cost of saved electricity was $0.046 for 20 states in 2009–2013. • Averages in the residential and non-residential sectors were $0.030 and $0.053 per kW h, respectively. • Results strongly indicate need for more consistent, reliable and complete reporting on efficiency programs.

  20. Determinants of customers' intention to participate in a Korean restaurant health promotion program: an application of the theory of planned behavior.

    Science.gov (United States)

    Hong, Kyungeui; Gittelsohn, Joel; Joung, Hyojee

    2010-06-01

    The purpose of this study was to investigate the effects of personal characteristics and theory of planned behavior (TPB) constructs on the intention to participate in a restaurant health promotion program. In total, 830 adults residing in Seoul were sampled by a multi-stage cluster and random sampling design. Data were collected from a structured self-administered questionnaire, which covered variables concerning demographics, health status and TPB constructs including attitude, subjective norm and perceived behavioral control. A path analysis combining personal characteristics and TPB constructs was used to investigate determinants of the customers' intention. Positive and negative attitudes, subjective norms and perceived behavioral control directly affected the intention to participate. Demographics and health status both directly and indirectly affected the intention to participate. This study identifies personal characteristics and TPB constructs that are important to planning and implementing a restaurant health promotion program.

  1. The interaction between consumers during the online customer journey

    OpenAIRE

    Nieminen, Päivi

    2017-01-01

    The examination of the customer experience throughout customer journey is important to the business and academia. Creating a strong and positive experience within the customer journey will lead to better outcome by improving performance in customer travel at multiple touch points and through enhanced customer loyalty and word of mouth. There are a number of studies about interaction and online customer journey, but only a few research have explored social interactions between consumers during...

  2. The value of customer preference

    Energy Technology Data Exchange (ETDEWEB)

    Herig, C.; Houston, A. [National Renewable Energy Lab., Golden, CO (United States)

    1996-05-01

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

  3. The value of customer preference

    International Nuclear Information System (INIS)

    Herig, C.; Houston, A.

    1996-01-01

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

  4. Co-creating a psychiatric resident program with Ethiopians, for Ethiopians, in Ethiopia: the Toronto Addis Ababa Psychiatry Project (TAAPP).

    Science.gov (United States)

    Alem, Atalay; Pain, Clare; Araya, Mesfin; Hodges, Brian D

    2010-01-01

    Globalization in medical education often means a "brain drain" of desperately needed health professionals from low- to high-income countries. Despite the best intentions, partnerships that simply transport students to Western medical schools for training have shockingly low return rates. Ethiopia, for example, has sent hundreds of physicians abroad for specialty training over the past 30 years, the vast majority of whom have not returned. This represents a highly problematic net transfer of financial and human resources from the Ethiopian people to Western countries that have failed to develop their own adequate health human resource plans. With this background in mind, in 2003 Addis Ababa University invited the University of Toronto to collaborate on the first Ethiopian psychiatric residency program to be run entirely in Ethiopia. Called the Toronto Addis Ababa Psychiatry Project (TAAPP), it was established on the principle of supplementing the ability of the small Addis Ababa University Department of Psychiatry to teach, provide clinical supervision, and to help develop educational capacity. Over the last 6 years the model has involved a large number of University of Toronto faculty and residents who have spent blocks of 1 month each in Addis Ababa. This article describes the first three phases of TAAPP (I) Development of a model residency program; (II) Enhancing clinical, educational and leadership capacity; and (III) Sustainability, faculty development, and continuing education. Between 2003 and 2009, the number of psychiatrists in Ethiopia increased from 11 to 34; the Addis Ababa University Department of Psychiatry faculty increased members from three to nine. There are new departments of psychiatry established in four other university hospitals in Ethiopia outside the capital city. Mental health services are now being integrated within the national system of primary care. An important issue that underscores such a partnership is the risk of simply exporting

  5. Loajalitní program obchodu s oděvy

    OpenAIRE

    Topičová, Kristýna

    2017-01-01

    At present, a theme of loyalty programs is very popular. The valuable loyalty programs can be considered as some kind of competitive advantage that helps company to grow. However, business organization has to do its activities with regard to its customers. This Master thesis attempts to create a complex concept of loyalty program for clothing shops according to customers wishes. The results indicate that customers want loyalty program of clothing shops based on permanent discounts. The findin...

  6. Captivate the customer or vanish

    International Nuclear Information System (INIS)

    Regis, J.

    1994-01-01

    Throughout its expansion program in the 1960s and its energy efficiency programs in the 1970s and 1980s, Hydro-Quebec had a satisfactory proportion of satisfied customers. However, at the end of the 1980s, the utility's customer satisfaction rating slipped below 50% for the first time. Hydro-Quebec's first response was to re-establish transmission system reliability. Service interruptions per customer were reduced from 10 h/y in 1989 to just over 4 h in 1993. Starting in 1990, the utility devised a strategy aimed at fully integrated quality management, with customer service as the top priority. A series of performance commitments was adopted which pinpointed 27 specific targets, each linked to a specific activity; of those targets, 16 are directly related to customer service. A training plan was developed which makes the customer the focus of every action taken by a Hydro-Quebec employee, and office hours have been reorganized in response to constantly evolving customer needs. A courtesy call strategy has been adopted to anticipate customer expectations before they are expressed. Highly personalized and accurately targeted informational tools have been developed for each customer category and a toll-free energy efficiency hotline has been established. Energy efficiency publications are distributed to business and residential customers. Satisfaction with Hydro-Quebec activities rose from 77% in 1992 to 93% in 1993, and credibility in energy efficiency rose from 73% to 85%. A new project being investigated is an electronic superhighway with a variety of customer applications including home automation, load and meter telecontrol, telebilling, and direct payment

  7. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business

  8. Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach

    Science.gov (United States)

    Azadeh, A.; Foroozan, H.; Ashjari, B.; Motevali Haghighi, S.; Yazdanparast, R.; Saberi, M.; Torki Nejad, M.

    2017-10-01

    ISs and ITs play a critical role in large complex gas corporations. Many factors such as human, organisational and environmental factors affect IS in an organisation. Therefore, investigating ISs success is considered to be a complex problem. Also, because of the competitive business environment and the high amount of information flow in organisations, new issues like resilient ISs and successful customer relationship management (CRM) have emerged. A resilient IS will provide sustainable delivery of information to internal and external customers. This paper presents an integrated approach to enhance and optimise the performance of each component of a large IS based on CRM and resilience engineering (RE) in a gas company. The enhancement of the performance can help ISs to perform business tasks efficiently. The data are collected from standard questionnaires. It is then analysed by data envelopment analysis by selecting the optimal mathematical programming approach. The selected model is validated and verified by principle component analysis method. Finally, CRM and RE factors are identified as influential factors through sensitivity analysis for this particular case study. To the best of our knowledge, this is the first study for performance assessment and optimisation of large IS by combined RE and CRM.

  9. Esperanza y Vida: A Culturally and Linguistically Customized Breast and Cervical Education Program for Diverse Latinas at Three Different United States Sites

    Science.gov (United States)

    Jandorf, Lina; Ellison, Jennie; Shelton, Rachel; Thélémaque, Linda; Castillo, Anabella; Mendez, Elsa Iris; Horowitz, Carol; Treviño, Michelle; Doty, Bonnie; Hannigan, Maria; Aguirre, Elvira; Harfouche-Saad, Frances; Colon, Jomary; Matos, Jody; Pully, Leavonne; Bursac, Zoran; Erwin, Deborah O.

    2015-01-01

    Breast cancer is the most common cause of cancer and the leading cause of cancer death among Latinas in the United States. In addition, Latinas experience a disproportionate burden of cervical cancer incidence, morbidity, and mortality compared with non-Hispanic White women. Lower use of breast and cervical cancer screening services may contribute to these disparities. To address the underutilization of breast and cervical cancer screening among diverse subgroups of Latinas, a peer-led education program called Esperanza y Vida (“Hope and Life”) was developed and administered at 3 sites (2 in New York and 1 in Arkansas). Immigrant Latina women and their partners were educated about the importance of breast and cervical cancer screening, with the goals of increasing their knowledge about these cancers and their screening behavior. An analysis of the intervention’s findings at baseline among female participants demonstrated significant sociodemographic, interpersonal, cultural, health care system, and program variability in 3 distinct geographic regions in the United States. These data indicate the need for and feasibility of customizing cancer outreach and educational programs for diverse Latina subgroups living in various U.S. regions, with implications for informing the expansion and replication of the program in other regions of the country. PMID:22059729

  10. Mass Customization: more technology, less publicity and customer satisfaction

    Directory of Open Access Journals (Sweden)

    Mônica Heloísa Braga Vasques

    2007-11-01

    Full Text Available This article refers to mass customization as an individual marketing strategy, centered on costumer's order, by means of technology, emphasizing the sensibility, the flexibility and the elasticity. Such an approach is based on the mass customization advantages and its principles of flexibility: the postponement, the resenquencing and the process standardization. Moreover, the article refers to the Hewlett-Packard, (PCs success, due to its power of integrating the designs of products, processes and supply network. We can, thus, think about the end of the advertisement. So, the old message: “Buy it now!” is not worthwhile anymore. The intelligence, nowadays, by means of technology, creates a "fatal", customized relationship with each customer. And it sells much more.

  11. Customer value - the missing link

    International Nuclear Information System (INIS)

    Pierce, A.R.; Martin, M.G.; Wagner, V.E.

    1993-01-01

    For many years electric utilities found it easy to provide value to their shareholders. With a monopoly service and decreasing costs it was easy to sell 70% more electricity each year and earn attractive returns. In the last 20 years electric utilities have teamed that it is not possible to provide value to their shareholders without providing value to their customers. Detroit Edison is learning that customer value is not always what the utility thinks it is. There is no better way to find out what customers value than to ask them. Detroit Edison has done a lot of direct asking in the last couple of years, through market research and individual interviews, and has learned indirectly from customers when a particular program does not succeed as we thought it should. Two areas where more has been learned about customer value are Demand Side Management (DSM) and Power Quality

  12. Investigating the effects of smart technology on customer dynamics and customer experience

    OpenAIRE

    Foroudi, Pantea; Gupta, Suraksha; Sivarajah, Uthayasankar; Broderick, Amanda

    2018-01-01

    Increased use of smart technologies by customers is leading to recognition of their influence on the shopping experiences of customers by practitioners. However, the academic literature fails to acknowledge the influence of smart technology usage, combined with behavioural intention of the customer, on the dynamics and experience of customers. This research utilises explanatory research at the preliminary stage to examine this phenomenon in a retail setting. A conceptual framework was created...

  13. A customer-friendly Space Station

    Science.gov (United States)

    Pivirotto, D. S.

    1984-01-01

    This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

  14. Improving Customer Satisfaction: A People CMM Perspective

    Science.gov (United States)

    2010-10-11

    Work Environment Customer Relationship Management Program 19 Improving Customer Satisfaction: A People CMM Perspective P. Buttles, S. McGraw, D...Professional in 2009 and Customer Care Manager in July 2006. He has a bachelor of arts degree from the University of Pittsburgh and a bachelor of science...conferences throughout the United States and Europe. He has as a bachelor of science degree in management . 4 Improving Customer Satisfaction: A

  15. A Model to Explain Customer Loyalty Based on Customer Equity and Customer Satisfaction: A study in mobile services industry in Bushehr

    OpenAIRE

    manigeh Bahrainizadeh; Leila Tavasoli

    2014-01-01

    Abstruct: The development of telecom companies in the world and the maturity of markets of such services, the management of customer loyalty has become a major concern in the company. This research is trying to provide a model for mobile service customer loyalty considering the customer equity, value equity, brand equity, relationships equity and customer satisfaction in order to create better services for mobile operators and to increase customer loyalty. In terms of goal the research is ...

  16. Business marketing: understand what customers value.

    Science.gov (United States)

    Anderson, J C; Narus, J A

    1998-01-01

    How do you define the value of your market offering? Can you measure it? Few suppliers in business markets are able to answer those questions, and yet the ability to pinpoint the value of a product or service for one's customers has never been more important. By creating and using what the authors call customer value models, suppliers are able to figure out exactly what their offerings are worth to customers. Field value assessments--the most commonly used method for building customer value models--call for suppliers to gather data about their customers firsthand whenever possible. Through these assessments, a supplier can build a value model for an individual customer or for a market segment, drawing on data gathered form several customers in that segment. Suppliers can use customer value models to create competitive advantage in several ways. First, they can capitalize on the inevitable variation in customers' requirements by providing flexible market offerings. Second, they can use value models to demonstrate how a new product or service they are offering will provide greater value. Third, they can use their knowledge of how their market offerings specifically deliver value to craft persuasive value propositions. And fourth, they can use value models to provide evidence to customers of their accomplishments. Doing business based on value delivered gives companies the means to get an equitable return for their efforts. Once suppliers truly understand value, they will be able to realize the benefits of measuring and monitoring it for their customers.

  17. Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

    OpenAIRE

    Helgesen, Øyvind

    2000-01-01

    Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

  18. Customer Clustering Based on Customer Purchasing Sequence Data

    OpenAIRE

    Yen-Chung Liu; Yen-Liang Chen

    2017-01-01

    Customer clustering has become a priority for enterprises because of the importance of customer relationship management. Customer clustering can improve understanding of the composition and characteristics of customers, thereby enabling the creation of appropriate marketing strategies for each customer group. Previously, different customer clustering approaches have been proposed according to data type, namely customer profile data, customer value data, customer transaction data, and customer...

  19. Worldwide Warehouse: A Customer Perspective

    Science.gov (United States)

    1994-09-01

    Management Office (PMO) and the customers (returnees and buyers) 23 will be developed or adapted from existing software programs. The hardware could be... customer requirements and desires is the first aspect to be approached. Sections 4.7 to 4.11 were dedicated to inivestigate those relationships and...R x NTIS CRA&I DTIC TAB WORLDWIDE WAREHOUSE: Ju’a-noj1c0[ed 0 A CUSTOMER PERSPECTIVE J-f-c-.tion .......... THESIS By D i s ib , tio

  20. Reliability of lower limb alignment measures using an established landmark-based method with a customized computer software program

    Science.gov (United States)

    Sled, Elizabeth A.; Sheehy, Lisa M.; Felson, David T.; Costigan, Patrick A.; Lam, Miu; Cooke, T. Derek V.

    2010-01-01

    The objective of the study was to evaluate the reliability of frontal plane lower limb alignment measures using a landmark-based method by (1) comparing inter- and intra-reader reliability between measurements of alignment obtained manually with those using a computer program, and (2) determining inter- and intra-reader reliability of computer-assisted alignment measures from full-limb radiographs. An established method for measuring alignment was used, involving selection of 10 femoral and tibial bone landmarks. 1) To compare manual and computer methods, we used digital images and matching paper copies of five alignment patterns simulating healthy and malaligned limbs drawn using AutoCAD. Seven readers were trained in each system. Paper copies were measured manually and repeat measurements were performed daily for 3 days, followed by a similar routine with the digital images using the computer. 2) To examine the reliability of computer-assisted measures from full-limb radiographs, 100 images (200 limbs) were selected as a random sample from 1,500 full-limb digital radiographs which were part of the Multicenter Osteoarthritis (MOST) Study. Three trained readers used the software program to measure alignment twice from the batch of 100 images, with two or more weeks between batch handling. Manual and computer measures of alignment showed excellent agreement (intraclass correlations [ICCs] 0.977 – 0.999 for computer analysis; 0.820 – 0.995 for manual measures). The computer program applied to full-limb radiographs produced alignment measurements with high inter- and intra-reader reliability (ICCs 0.839 – 0.998). In conclusion, alignment measures using a bone landmark-based approach and a computer program were highly reliable between multiple readers. PMID:19882339

  1. Radiation protection officers in customs : an experience in Paraguay

    International Nuclear Information System (INIS)

    Oscar Bordon

    2008-01-01

    The September 11, 2001 events unleashed an offensive of the United States government to detect devices that could suppose a terrorist threat. One U.S. program entitled the Container Security Initiative affected all the customs in the world. All the countries desiring commerce with the USA must be signatory to the program; otherwise its products will not arrive to the U.S. ports. With that imposition Customs began to invest more in non-intrusive means of detection. The introduction of new equipment into the Customs environment forced the institution to enter a new area called radiation protection. The beginning was difficult due to the lack of knowledge concerning procedures in the ionizing radiation field. Not one legal regulation was known. Fortunately, the regulatory authority followed the purchase of the scanner and communicated the necessity of a license to operate and demanded that a qualified person in the radiation protection area be hired. Initially the main goal required the officer to obtain the license; however, this took some time because neither national nor international norms for scanners in Customs existed. At that time the recommendations of the regulatory authority were essential. Therefore, several procedures were adapted, thus reinforcing the necessity of specific rules for scanners in Customs. The support of the Customs director was essential. A department of radiation protection was created. Immediately a series of informative classes about radiation protection was administered producing changes in the minds of the employees, especially concerning the safety of working with ionizing radiation. This paper discusses the role of the radiation protection officer within Customs, the difficulties of this position, and the benefits that the collaboration of the officer can bring towards the construction of a safety culture in this institution. (author)

  2. Talking about Customer Service.

    Science.gov (United States)

    Talley, Mary; Axelroth, Joan

    2001-01-01

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

  3. From connection to customer

    International Nuclear Information System (INIS)

    Milatz, H.; Soeters, R.

    2001-01-01

    Energy companies can no longer be certain that a customer today will remain a customer tomorrow. They have to work hard to achieve that. They are going from thinking in terms of connections to pampering their customers. Good Customer Relationship Management is a way to achieve a competitive advantage. The whole organisation has to adapt, particularly the customer orientation of employees

  4. Mass Customization Services

    DEFF Research Database (Denmark)

    Friedrich, Gerhard

    Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

  5. Customer Equity von KMUs

    NARCIS (Netherlands)

    Biemel, Friedhelm W.; Henseler, Jörg; Meyer, Jorn-Axel

    2003-01-01

    Customer relationships are most important assets of many SMEs. Customer Equity is the sum of the values of all customer relationships. Customer Equity will not be found in any balance sheet, nevertheless it has strategic importance. Even if companies do not want to publish their Customer Equity for

  6. Employee customer orientation in manufacturing organizations: joint influences of customer proximity and the senior leadership team.

    Science.gov (United States)

    Liao, Hui; Subramony, Mahesh

    2008-03-01

    Pursuing a customer-focused strategy in manufacturing organizations requires employees across functions to embrace the importance of understanding customer needs and to align their everyday efforts with the goal of satisfying and retaining customers. Little prior research has examined what factors influence employee customer orientation in manufacturing settings. Drawing on the attraction-selection-attrition model, upper-echelons theory, and contingency theories of leadership, this study investigated the joint influences of functional roles' proximity to external customers and the senior leadership team's customer orientation on employee customer orientation. Hierarchical linear modeling results based on data obtained from 4,299 employees and 403 senior leaders from 42 facilities of a global manufacturer operating in 16 countries revealed that employees occupying customer-contact roles had the highest level of customer orientation, followed by employees occupying production roles, and then by those in support roles. In addition, there was a positive relationship between the senior leadership team's customer orientation and employee customer orientation for all 3 functional roles. The positive relationship between the senior leadership team and employee customer orientation was the strongest for employees in support roles, suggesting that lower levels of proximity to external customers may create a greater need for leadership in developing employees' customer-oriented attitudes. Copyright 2008 APA

  7. Customer empowerment in new product development

    NARCIS (Netherlands)

    C. Fuchs (Christoph); M. Schreier (Martin)

    2012-01-01

    textabstractCompanies have traditionally taken responsibility for deciding what products and product innovations are offered to customers. However, a growing number of companies are turning this relationship on its head by asking customers not only for help in creating new products, but also in

  8. Customer satisfaction and enterprise market activity risk

    Directory of Open Access Journals (Sweden)

    Lech Nieżurawski

    2014-12-01

    Full Text Available The purpose of this paper is to demonstrate the role of customer satisfaction in reducing the risks of the business market. The results of measuring the level of customer satisfaction allow to create an early warning system against the danger of decline in sales revenue in the future.

  9. An empirical study to determine the critical success factors on customer retention: A case study of Iranian banking sector

    Directory of Open Access Journals (Sweden)

    Neda Jomehri

    2011-04-01

    Full Text Available One of the most important strategic issues for any enterprise is to create and deliver superior value for its customers and provide enough evidences to convince them not to choose another competitive. In this study, we study the effects of customer value, customer satisfaction and customer loyalty on customer retention. The results indicate that all aspects of the customer value have positive relationships with customer satisfaction but only emotional value has a positive and direct relationship with customer loyalty. The study confirms that while none of customer value aspects has direct and positive relationship with customer retention, both customer satisfaction and customer loyalty positively and directly affect customer retention.

  10. Creating Knowledge

    Science.gov (United States)

    Cline, Kimberly R.

    2015-01-01

    Long Island University's (LIU) honors programs were founded during a decade that gave rise to honors programs nationally. The LIU Post Honors Program was one of the first in 1963 after the University of Michigan LSA Honors Program in 1957 and the Echols Scholars Program at the University of Virginia in 1960; the LIU Brooklyn University Honors…

  11. The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

    OpenAIRE

    Ambarwati Ambarwati; Djumilah Zain Hadiwidjojo; Achmad Sudiro; Fatchur Rohman

    2015-01-01

    Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in ...

  12. Improving Internal Customer Service

    Science.gov (United States)

    1990-09-01

    34Companies are recognizing that treating customers and associates like people has a very high value" (21:20). 2 Customer service has become more that... customer service is also a strategy with the focus towards people , not product (24:1). Customers are demanding quality service for several reasons...34 (39:45). External Customers . External customers are an organization’s ultimate consumers . They purchase the end product or service an organization

  13. Customer Relationship Management

    OpenAIRE

    Abdillah, Leon

    2018-01-01

    Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

  14. Writing GNU Emacs Extensions Editor Customizations and Creations with Lisp

    CERN Document Server

    Glickstein, Bob

    2010-01-01

    Yes, it is possible to be all things to all people, if you're talking about the Emacs editor. As a user, you can make any kind of customization you want, from choosing the keystrokes that invoke your favorite commands to creating a whole new work environment that looks like nothing ever developed before. It's all in Emacs Lisp -- and in this short but fast-paced book. GNU Emacs is more than an editor; it's a programming environment, a communications package, and many other things. To provide such a broad range of functions, it offers a full version of the Lisp programming language

  15. King customer forever: Customer satisfaction and beyond

    Directory of Open Access Journals (Sweden)

    Myuers James

    2004-01-01

    Full Text Available "King Customer!" So proclaimed the front cover of Business Week in a 1989 issue. At about the same time, "Rediscovering the Customer" was the title of a series of company vignettes in Fortune magazine. And a Wall Street Journal article asked, "For Customers, More Than Lip Service?" Combined, these three prestigious business publications reflected a new era in business firms perceptions of their customers and the role they should play in the formulation of company strategies and priorities. Had the "Era of the Customer" finally arrived in American business? .

  16. Creating an iPhone Application for Collecting Continuous ABC Data

    Science.gov (United States)

    Whiting, Seth W.; Dixon, Mark R.

    2012-01-01

    This paper provides an overview and task analysis for creating a continuous ABC data- collection application using Xcode on a Mac computer. Behavior analysts can program an ABC data collection system, complete with a customized list of target clients, antecedents, behaviors, and consequences to be recorded, and have the data automatically sent to…

  17. With better connection between utility and its customers and with more quality database toward more efficiently DSM program; Efikasnije upravljanje potrosnjom boljom povezanoscu s potrsacima i kvalitetnijom bazom podataka

    Energy Technology Data Exchange (ETDEWEB)

    Tomasic-Skevin, S [Hrvatska elektroprivreda, Zagreb (Croatia)

    1997-12-31

    In this paper new demand-side technologies and their influence on power system are described. Better connection between utility and its customers is the most important thing for build up good data-base and that data-base is base for efficient usage of DSM program. (author). 1 fig., 10 refs.

  18. Top Textbooks on Reserve: Creating, Promoting, and Assessing a Program to Help Meet Students' Need for Affordable Textbooks

    Science.gov (United States)

    Thompson, Hilary H.; Cotton, Jennifer E. M.

    2017-01-01

    In Fall 2014 the University of Maryland Libraries launched a textbook reserves program to help relieve the burden of high textbook costs on students. Although its initial performance was lackluster, workflow refinements and expanded promotion greatly improved usage, resulting in a tenfold increase in circulation and expansion of the program. This…

  19. The Nature of an Object-Oriented Program: How Do Practitioners Understand the Nature of What They Are Creating?

    Science.gov (United States)

    Thompson, Errol; Kinshuk

    2011-01-01

    Object-oriented programming is seen as a difficult skill to master. There is considerable debate about the most appropriate way to introduce novice programmers to object-oriented concepts. Is it possible to uncover what the critical aspects or features are that enhance the learning of object-oriented programming? Practitioners have differing…

  20. Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

    OpenAIRE

    Hardjanti, Adiati; Amalia, Dinna

    2014-01-01

    Penelitian ini bertujuan untuk mengetahui pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Rancangan penelitian yang digunakan dalam penelitian ini adalah pengujian hipotesis (testing hypotesis). Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling dan keseluruhan hipotesis diuji dengan metode structural equation modeling yang menggunakan Amos 7.0. Data dalam peneliti...

  1. Toward creating family-friendly work environments in pediatrics: baseline data from pediatric department chairs and pediatric program directors.

    Science.gov (United States)

    McPhillips, Heather A; Burke, Ann E; Sheppard, Kate; Pallant, Adam; Stapleton, F Bruder; Stanton, Bonita

    2007-03-01

    The objective was to determine baseline characteristics of pediatric residency training programs and academic departments in regard to family-friendly work environments as outlined in the Report of the Task Force on Women in Pediatrics. We conducted Web-based anonymous surveys of 147 pediatric department chairs and 203 pediatric program directors. The chair's questionnaire asked about child care, lactation facilities, family leave policies, work-life balance, and tenure and promotion policies. The program director's questionnaire asked about family leave, parenting, work-life balance, and perceptions of "family-friendliness." The response rate was 52% for program directors and 51% for chairs. Nearly 60% of chairs reported some access to child care or provided assistance locating child care; however, in half of these departments, demand almost always exceeded supply. Lactation facilities were available to breastfeeding faculty in 74% of departments, although only 57% provided access to breast pumps. A total of 78% of chairs and 90% of program directors reported written maternity leave policies with slightly fewer reporting paternity leave policies. The majority (83%) of chairs reported availability of part-time employment, whereas only 27% of program directors offered part-time residency options. Most departments offered some flexibility in promotion and tenure. Although progress has been made, change still is needed in many areas in pediatric departments and training programs, including better accessibility to quality child care; improved lactation facilities for breastfeeding mothers; clear, written parental leave policies; and flexible work schedules to accommodate changing demands of family life.

  2. STEM Beyond The Classroom: Creating Authentic Outreach Programs That Build Bridges Between The Classroom And Real World Challenges

    Science.gov (United States)

    Ibarra, D. L.; Forder, S. E.; Pritchard, M.

    2014-12-01

    The ISF Academy was founded by Charles Kao, a Nobel Prize laureate. In 2011, the Shuyuan programs were established at The ISF Academy to operate both as a "school within a school" and as a "school outside the classroom." The Shuyuan programs work together with the IBO Science and Technology subject areas to develop comprehensive and challenging opportunities that address the 14 Grand Engineering Challenges. The goal is to establish co-curricular programs that go beyond the taught curriculum and support STEM curricula. Several programs outside of the classroom include an onsite robotics researcher, underwater and land based robotics programs, field trips, whole school food waste composting and the implementation of an energy tracking system. Relationships with several local universities allow students to work closely with professors in research settings and, annually, a leading researcher gives a keynote speech to our students. Other signature Shuyuan programs have developed international strategic relationships with the NRI at Cambridge University, where students spend several weeks studying science and civilization in China using primary source materials. Additionally, Shuyuan has supported extension opportunities for classroom teachers with institutional partnerships that include the British Council, governmental organizations, local universities, corporations, and NGOs. In conclusion, the overall goal of the Shuyuan Programs is to provide experiential learning opportunities that challenge conventional curriculum design in a manner that is supportive and innovative!

  3. Customer churn analysis in telecommunication sector

    OpenAIRE

    Şimşek Gürsoy, Umman Tuğba

    2010-01-01

    Data mining is used to analyze mass databases for having meaningful output. One of the most common applications of the data mining, which is called as Churn Analysis is used to predict behavior of customers who are most likely to change provided service, and to create special marketing tools for them. The aim of this paper is to determine customers who want to churn, and to create specific campaigns to them by using a customer data of a major telecommunication firm in Turkey. To determine the...

  4. Creating an inclusive leisure space: strategies used to engage children with and without disabilities in the arts-mediated program Spiral Garden.

    Science.gov (United States)

    Smart, Eric; Edwards, Brydne; Kingsnorth, Shauna; Sheffe, Sarah; Curran, C J; Pinto, Madhu; Crossman, Shannon; King, Gillian

    2018-01-01

    This article describes how service providers use a set of practical strategies to create an inclusive leisure space in Spiral Garden, an arts-mediated outdoor summer day program for children with and without disabilities. This study was guided by an interpretive qualitative approach. Fourteen Spiral Garden service providers participated in semi-structured interviews. Nine had extensive experience with the program and had been present during key phases of program development spanning over a 26-year period and five were service providers during the summer of 2013. Transcript data were analyzed using inductive thematic analysis. The analysis produced eight strategies organized under three larger categories that service providers perceived to be essential in creating an inclusive leisure space: (1) engaging children in collective experiences; (2) encouraging peer interactions and friendships; and (3) facilitating collaborative child-directed experiences. Service providers working across different inclusive settings can use findings from this study to contribute to program design and implementation. Presented strategies enable children to experience opportunities for spontaneous free play, individualized structured support, and meaningful social participation. Overall, service providers are encouraged to enhance supportive child and service provider relationships and reciprocal child and environment relationships in group-based programs. Implications for Rehabilitation Exploring and facilitating reciprocal relationships between children and their environment is essential to creating inclusive leisure spaces. Transforming program intentions of meaningful social participation into practice requires learning about and affecting change in children's individual social contexts. Service providers can engage themselves as full participants in inclusive leisure spaces through playful negotiations, internal reflections, and artistic expressions.

  5. Bibliotherapy-based Wellness Program for Healthcare Providers: Using Books and Reading to Create a Healthy Workplace

    Directory of Open Access Journals (Sweden)

    Natalia Tukhareli

    2017-08-01

    Full Text Available Within the context of benefits of a healthy workplace, bibliotherapy is seen as an effective way of promoting health and wellness to hospital employees. The paper will present a detailed description of an innovative informational and recreational bibliotherapy-based reading program for healthcare providers developed and implemented by a Health Sciences library, in collaboration with the Occupational Health department. The methodology involved an extensive review of the bibliotherapy research and best practices in the UK and North America. The mechanics, benefits, and challenges of the program will be discussed. The program evaluation included an internal survey to the hospital employees. The evaluation results show that the bibliotherapy program has provided a new venue to address work-related stress and promote health, well-being, and resilience within the organization. Moreover, it helped to expand opportunities for collaborative projects and partnerships for the library as well as increase visibility of the library within the organization.

  6. Creating the living brand.

    Science.gov (United States)

    Bendapudi, Neeli; Bendapudi, Venkat

    2005-05-01

    It's easy to conclude from the literature and the lore that top-notch customer service is the province of a few luxury companies and that any retailer outside that rarefied atmosphere is condemned to offer mediocre service at best. But even companies that position themselves for the mass market can provide outstanding customer-employee interactions and profit from them, if they train employees to reflect the brand's core values. The authors studied the convenience store industry in depth and focused on two that have developed a devoted following: QuikTrip (QT) and Wawa. Turnover rates at QT and Wawa are 14% and 22% respectively, much lower than the typical rate in retail. The authors found six principles that both firms embrace to create a strong culture of customer service. Know what you're looking for: A focus on candidates' intrinsic traits allows the companies to hire people who will naturally bring the right qualities to the job. Make the most of talent: In mass-market retail, talent is generally viewed as a commodity, but that outlook becomes a self-fulfilling prophesy. Create pride in the brand: Service quality depends directly on employees' attachment to the brand. Build community: Wawa and QT have made concerted efforts to build customer loyalty through a sense of community. Share the business context: Employees need a clear understanding of how their company operates and how it defines success. Satisfy the soul: To win an employee's passionate engagement, a company must meet his or her needs for security, esteem, and justice.

  7. Connecting people with cancer to physical activity and exercise programs: a pathway to create accessibility and engagement

    Science.gov (United States)

    Mina, D. Santa; Sabiston, C.M.; Au, D.; Fong, A.J.; Capozzi, L.C.; Langelier, D.; Chasen, M.; Chiarotto, J.; Tomasone, J.R.; Jones, J.M.; Chang, E.; Culos-Reed, S.N.

    2018-01-01

    Recent guidelines concerning exercise for people with cancer provide evidence-based direction for exercise assessment and prescription for clinicians and their patients. Although the guidelines promote exercise integration into clinical care for people with cancer, they do not support strategies for bridging the guidelines with related resources or programs. Exercise program accessibility remains a challenge in implementing the guidelines, but that challenge might be mitigated with conceptual frameworks (“pathways”) that connect patients with exercise-related resources. In the present paper, we describe a pathway model and related resources that were developed by an expert panel of practitioners and researchers in the field of exercise and rehabilitation in oncology and that support the transition from health care practitioner to exercise programs or services for people with cancer. The model acknowledges the nuanced distinctions between research and exercise programming, as well as physical activity promotion, that, depending on the available programming in the local community or region, might influence practitioner use. Furthermore, the pathway identifies and provides examples of processes for referral, screening, medical clearance, and programming for people after a cancer diagnosis. The pathway supports the implementation of exercise guidelines and should serve as a model of enhanced care delivery to increase the health and well-being of people with cancer. PMID:29719431

  8. Connecting people with cancer to physical activity and exercise programs: a pathway to create accessibility and engagement.

    Science.gov (United States)

    Mina, D Santa; Sabiston, C M; Au, D; Fong, A J; Capozzi, L C; Langelier, D; Chasen, M; Chiarotto, J; Tomasone, J R; Jones, J M; Chang, E; Culos-Reed, S N

    2018-04-01

    Recent guidelines concerning exercise for people with cancer provide evidence-based direction for exercise assessment and prescription for clinicians and their patients. Although the guidelines promote exercise integration into clinical care for people with cancer, they do not support strategies for bridging the guidelines with related resources or programs. Exercise program accessibility remains a challenge in implementing the guidelines, but that challenge might be mitigated with conceptual frameworks ("pathways") that connect patients with exercise-related resources. In the present paper, we describe a pathway model and related resources that were developed by an expert panel of practitioners and researchers in the field of exercise and rehabilitation in oncology and that support the transition from health care practitioner to exercise programs or services for people with cancer. The model acknowledges the nuanced distinctions between research and exercise programming, as well as physical activity promotion, that, depending on the available programming in the local community or region, might influence practitioner use. Furthermore, the pathway identifies and provides examples of processes for referral, screening, medical clearance, and programming for people after a cancer diagnosis. The pathway supports the implementation of exercise guidelines and should serve as a model of enhanced care delivery to increase the health and well-being of people with cancer.

  9. Modeling the customer in electronic commerce.

    Science.gov (United States)

    Helander, M G; Khalid, H M

    2000-12-01

    This paper reviews interface design of web pages for e-commerce. Different tasks in e-commerce are contrasted. A systems model is used to illustrate the information flow between three subsystems in e-commerce: store environment, customer, and web technology. A customer makes several decisions: to enter the store, to navigate, to purchase, to pay, and to keep the merchandize. This artificial environment must be designed so that it can support customer decision-making. To retain customers it must be pleasing and fun, and create a task with natural flow. Customers have different needs, competence and motivation, which affect decision-making. It may therefore be important to customize the design of the e-store environment. Future ergonomics research will have to investigate perceptual aspects, such as presentation of merchandize, and cognitive issues, such as product search and navigation, as well as decision making while considering various economic parameters. Five theories on e-commerce research are presented.

  10. Managing customer knowledge

    OpenAIRE

    2013-01-01

    M. Phil. (Information Management) Customer relationship management has been exposed as a strategic failure, unveiling only customer dissatisfaction. A new method for managing customers is consequently required. The effect of the knowledge economy has brought about a change in global orientation, in the focus on customer wants and needs to increase satisfaction. There was then a shift in focus from information to knowledge. In such an economy, the customer knowledge management strategy, as ...

  11. Hospital customer service in a changing healthcare world: does it matter?

    Science.gov (United States)

    Howard, J

    1999-01-01

    The healthcare industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of the patient population. Employers and health plans such as HMOs are demanding better service and higher quality care, and hospitals are trying to tackle reimbursement cutbacks, streamline services, and serve a diverse population. Hospitals have begun to realize that to overcome these obstacles and meet the needs of the health care plans and consumers, they must focus on the demands of the customer. Customer service initiatives increase patient satisfaction and loyalty and overall hospital quality, and many hospitals have found that consumer demands can be met through initiating and maintaining a customer service program. This article describes how the administrator can create, implement, and manage customer service initiatives within the hospital.

  12. Companies and the customers who hate them.

    Science.gov (United States)

    McGovern, Gail; Moon, Youngme

    2007-06-01

    Why do companies bind customers with contracts, bleed them with fees, and baffle them with fine print? Because bewildered customers, who often make bad purchasing decisions, can be highly profitable. Most firms that profit from customers' confusion are on a slippery slope. Over time, their customer-centric strategies for delivering value have evolved into company-centric strategies for extracting it. Not surprisingly, when a rival comes along with a friendlier alternative, customers defect. Adversarial value-extracting strategies are common in such industries as cell phone service, retail banking, and health clubs. Overly complex product and pricing options, for example, may have been designed to serve various segments. But in fact they take advantage of how difficult it is for customers to predict their needs (such as how many cell phone minutes they'll use each month) and make it hard for them to choose the right product. Similarly, penalties and fees, which may have been instituted to offset the costs of undesirable customer behavior, like bouncing checks, turn out to be very profitable. As a result, companies have no incentive to help customers avoid them. Tactics like these generate bad publicity and fuel customer defections, creating opportunities for competitors. Virgin Mobile USA, for example, has lured millions of angry cell phone customers away from the incumbents by offering a straightforward plan with no hidden fees, no time-of-day restrictions, and no contracts. ING Direct, now the fourth-largest thrift bank in the United States, offers accounts with no fees, no tiered interest rates, and no minimums. In industries where squeezing value from customers is commonplace, companies that dismantle these harmful practices and design a transparent, value-creating offer can head off customer retaliation and spur rapid growth.

  13. Pricing Programs Spur Growth of Renewable Energy Technologies

    Science.gov (United States)

    marketing of the "green power" product is a critical element of success. Other key factors include whether the program creates "personal value" for customers and the extent to which a utility given utilities and their customers a powerful new tool to foster environmentally friendly energy

  14. The Impact of Evaluating Customer Complaints in Hotel Enterprises and Service Quality Perceptions on Customer Loyalty

    OpenAIRE

    Burhan KILIÇ; Serap OK; Serhat Adem SOP

    2013-01-01

    Service enterprises can maintain competitiveness as long as adapting to constantly changing environmental conditions and customer expectations.enterprise which is unable to satisfy its customers with the service offered, it is observed that customers react to quality of the service with complaining behaviors. Therefore, evaluating the complaints and producing solutions are expected to increase the level of the service quality perceptions and it is generally hoped that this situation creates l...

  15. Creating a Team Culture Through the Provision of a Broad Spectrum of Educational Programs at DHS‬ [video

    OpenAIRE

    Tanner, George; Center for Homeland Defense and Security Naval Postgraduate School

    2014-01-01

    [13 Nov 2007]. In this Viewpoints interview Dr. George Tanner talks about the educational mission of the Department of Homeland Security's Office of the Chief Learning Officer and the implementation of a comprehensive, department-wide employee learning program for all DHS employees.

  16. Integrated Seed Sector Development in Africa: A conceptual Framework for Creating Coherence Between Practices, Programs, and Policies

    NARCIS (Netherlands)

    Louwaars, N.P.; Boef, de W.S.

    2012-01-01

    Public sector seed programs in most sub-Saharan African countries targeted the dissemination of quality seed of improved varieties in the 1970 and '80s, assuming that the informal seed system would disappear. The orientation in 1990s shifted toward withdrawal of the public sector, promoting

  17. The Afya Bora Fellowship: An Innovative Program Focused on Creating an Interprofessional Network of Leaders in Global Health.

    Science.gov (United States)

    Green, Wendy M; Farquhar, Carey; Mashalla, Yohana

    2017-09-01

    Most current health professions education programs are focused on the development of clinical skills. As a result, they may not address the complex and interconnected nature of global health. Trainees require relevant clinical, programmatic, and leadership skills to meet the challenges of practicing in an increasingly globalized environment. To develop health care leaders within sub-Saharan Africa, the Afya Bora Consortium developed a one-year fellowship for medical doctors and nurses. Fellows from nine institutions in the United States and sub-Saharan Africa participate in 12 learning modules focused on leadership development and program management. Classroom-based training is augmented with an experiential apprenticeship component. Since 2011, 100 fellows have graduated from the program. During their apprenticeships, fellows developed projects beneficial to their development and to host organizations. The program has developed fellows' skills in leadership, lent expertise to local organizations, and built knowledge in local contexts. Most fellows have returned to their countries of origin, thus building local capacity. U.S.-based fellows examine global health challenges from regional perspectives and learn from sub-Saharan African experts and peers. The Consortium provides ongoing support to alumni through career development awards and alumni network engagement with current and past fellow cohorts. The Consortium expanded from its initial network of five countries to six and continues to seek opportunities for geographical and institutional expansion.

  18. Managing service excellence. Internal customer service training

    International Nuclear Information System (INIS)

    McAnulty, P.C.

    1991-01-01

    WHO ARE OUR CUSTOMERS? Electric Users, regulators, vendors, suppliers, or our own employees? The answer is ALL exclamation point They are all customers. Regardless if they are external or internal customers, one must focus on quality of service delivery in order to maintain customer satisfaction. The most successful companies are quickly realizing that managing SERVICE EX NCE is our only future. For the next decade, the issue of service quality will exceed the issue of productivity. It is very easy to see that the business behind a utility is serving our electric consumers. However, internal customer service - service excellence to employees inside a company is the foundation for success. This paper describes a training program that is being implemented across Duke Power for employees on internal customer service. How we provide service to each other within a company impacts service quality to our external customers. This training refocuses behaviors and perceptions so to concentrate on quality service delivery to our internal customers - our employees. We all have positive and negative experiences with obtaining quality service by either external organizations or internal employees. Therefore, we start with a common foundation. Whether it be a supplier, vendor, or a station administrative group, we have experienced either excellent or poor customer service. All of us have potential in managing the delivery of excellent customer service. However, many of us may need new perspectives so to add depth with which we view and manage service excellence to our internal customers

  19. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other....... this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover...

  20. Creating community-based access to primary healthcare for the uninsured through strategic alliances and restructuring local health department programs.

    Science.gov (United States)

    Scotten, E Shirin L; Absher, Ann C

    2006-01-01

    In 2003, the Wilkes County Health Department joined with county healthcare providers to develop the HealthCare Connection, a coordinated and continuous system of low-cost quality care for uninsured and low-income working poor. Through this program, local providers of primary and specialty care donate specialty care or ancillary services not provided by the Health Department, which provides case management for the program. Basing their methods on business models learned through the UNC Management Academy for Public Health, planners investigated the best practices for extending healthcare coverage to the underinsured and uninsured, analyzed operational costs, discovered underutilized local resources, and built capacity within the organization. The HealthCare Connection is an example of how a rural community can join together in a common business practice to improve healthcare access for uninsured and/or low-income adults.

  1. Creating Leaders.

    Science.gov (United States)

    Sorrel, Amy Lynn

    2015-11-01

    Participants in the Texas Medical Association's Accountable Care Leadership Program learn about communication skills, teamwork, and population health management. The program helps physicians adapt in a rapidly changing environment that demands more accountability and proof of value for the health care dollar. The program targets early- to mid-career practicing physicians who recognize they need new tools to survive and thrive in the new environment.

  2. Manage customer-centric innovation--systematically.

    Science.gov (United States)

    Selden, Larry; MacMillan, Ian C

    2006-04-01

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

  3. LHC Create

    CERN Multimedia

    CERN. Geneva

    2017-01-01

    LHC Create is an upcoming 2-day workshop held at IdeaSquare in November. Participants from CERN and IPAC school of design will compete to design an exhibit that explains why CERN does what it does. The winner will have their exhibit fully realised and made available to experiments, institutes, and tourism agencies around the world.

  4. Creating Poetry.

    Science.gov (United States)

    Drury, John

    Encouraging exploration and practice, this book offers hundreds of exercises and numerous tips covering every step involved in creating poetry. Each chapter is a self-contained unit offering an overview of material in the chapter, a definition of terms, and poetry examples from well-known authors designed to supplement the numerous exercises.…

  5. AutoCAD platform customization autolisp

    CERN Document Server

    Ambrosius, Lee

    2014-01-01

    Customize and personalize programs built on the AutoCAD platform AutoLISP is the key to unlocking the secrets of a more streamlined experience using industry leading software programs like AutoCAD, Civil 3D, Plant 3D, and more. AutoCAD Platform Customization: AutoLISP provides real-world examples that show you how to do everything from modifying graphical objects and reading and setting system variables to communicating with external programs. It also features a resources appendix and downloadable datasets and customization examples-tools that ensure swift and easy adoption. Find out how to r

  6. Customer experience in marketing: History, concept and management

    Directory of Open Access Journals (Sweden)

    Štavljanin Velimir

    2017-01-01

    Full Text Available Companies are nowadays faced with challenges regarding interaction with customers through various touchpoints in multichannel environment. Key priority in that situation is to manage all those touchpoints in such a way to optimize customer experience. In a context like this customer experience management is becoming a priority for a large number of companies. The aim of this paper is to clarify the concept of customer experience, bring it closer to the academic and practitioner community, and create interest for this relatively novel concept. Paper provides historical review of the literature in the domain of consumer experience, detailed analysis of customer experience concept, and present models of customer experience management.

  7. The Relationship between a Company and its Customers

    OpenAIRE

    Hamid Tohidi; Mohammad Mehdi Jabbari

    2012-01-01

    Purpose- In today’s highly competitive world, an increasing number of organizations have realized the importance of becoming more customer-centric and invested a large amount of time and resources in a Customer Relationship Management (CRM) system with the aim of better managing their customers. The aims of CRM are to satisfy, retain, and create repurchase intention and loyalty to the customers on the services offered by the banks. Previous researches have confirmed that technology factors su...

  8. Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

    OpenAIRE

    Ham, Meyske

    2016-01-01

    This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

  9. Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel

    Directory of Open Access Journals (Sweden)

    Natalia Natalia

    2012-05-01

    Full Text Available The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM and Marketing Public Relations (MPR that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM and Marketing Public Relations (MPR towards the Perceived Value and it impact towards Customer Loyalty.

  10. Customer-to-customer roles and impacts in service encounters

    OpenAIRE

    Lee, Linda

    2016-01-01

    This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between custome...

  11. How a Beacon Community Program in New Orleans Helped Create a Better Health Care System by Building Relationships before Technology.

    Science.gov (United States)

    Khurshid, Anjum; Brown, Lisanne

    2014-01-01

    In the aftermath of Hurricane Katrina, much of New Orleans' healthcare infrastructure was destroyed. Initial federal funding after the storm expanded primary care services and helped set up medical homes for New Orleans' large uninsured and underinsured population. Following that, the Beacon Community in New Orleans, charged with improving health care through the use of technology, decided the best way to accomplish those goals was to build community partnerships and introduce technology improvements based on their input and on their terms. The purpose of this paper is to describe how those partnerships were wrought, including the innovative use of a conceptual framework, and how they are being sustained; how different technologies were and are being introduced; and what the results have been so far. Past successful community experiences, as well as a proven conceptual framework, were used to help establish community partnerships and governance structures, as well as to demonstrate their linkages. This paper represents a compilation of reports and information from key Beacon leaders, staff and providers and their firsthand experiences in setting up those structures, as well as their conclusions. The community partnerships proved extremely successful in not only devising successful ways to introduce new technology into healthcare settings, but in sustaining those changes by creating a governance structure that has enough fluidity to adapt to changing circumstances. Building and developing community partnerships takes time and effort; however, these relationships are necessary and essential to introducing and sustaining new technologies in a healthcare setting and should be a first step for any organization looking to accomplish such goals.

  12. Needs Assessment for Creating a Patient-Centered, Community-Engaged Health Program for Homeless Pregnant Women

    Directory of Open Access Journals (Sweden)

    Tegan Ake

    2018-01-01

    Full Text Available Purpose: Women who experience homelessness during pregnancy have poorer birth outcomes than the general population. This exploratory research describes the needs assessment of homeless women currently living at a shelter in Milwaukee, Wisconsin, to identify unmet needs related to maternal and infant perinatal health as the first step in designing a mutually beneficial patient-centered service-learning program for medical students to address these needs. Methods: Two 1-hour focus groups were held at a shelter for women who are homeless and/or victims of domestic violence. A total of 13 women participated in each session; four medical students and a physician served as facilitators and scribes at each session. The facilitators alternated asking predetermined open- and close-ended questions, followed by discussion among participants. Questions elicited experiences during pregnancy, what went well, what women living in the shelter struggled with, and what support they wished for but did not have. Scribes captured the conversation through hand-written notes and used content analysis in order of frequency. Results: Thirteen themes were identified. The 5 most frequently identified themes were a need for pregnancy education, access/transportation, baby care, advocacy, and material necessities. Participating shelter residents and the medical students expressed interest in working with one another and forming a long-term partnership with the shelter. Conclusions: Results of this needs assessment will inform the creation of a new shelter-based medical education program that will meet homeless women’s needs while preparing medical students for patient-centered, community-responsive care.

  13. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn

    2014-01-01

    A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choice...... navigation, and solution space development. A mass customizer when assessing performance with these metrics can identify within which areas improvement would increase competitiveness the most and enable more efficient transition to mass customization....

  14. Networking for Successful Diversity Recruiting: Creating a Highly Diverse Research Experiences for Undergraduates Program by Networking with Mentors, Faculty, and Students.

    Science.gov (United States)

    Dalbotten, D. M.; Berthelote, A.; Watts, N. B.

    2017-12-01

    Successfully recruiting for diversity begins as you plan your program and make sure that all elements of the program support diverse participation. The REU on Sustainable Land and Water Resources continues to be one of the most diverse NSF-funded Research Experience for Undergraduate Programs in the geosciences. Every aspect of the program, from recruiting, the application process, selecting participants, and the methods developed to support participant success have been scrutinized and tailored towards broadening participation. While the focus of the research has been on collaboration with Native American reservations to create community-based participatory research projects and improving access for Native American students, the PIs strive for ethnic and cultural diversity of the participants. Emphasis on networking and building relationships with minority-serving institutions has led to increasing numbers of underrepresented students applying to the REU. In 2017, a full 30% of our applications were from underrepresented groups. The authors will discuss methods for improved diversity recruiting, as well as ways to make every aspect of your program support diversity in the geosciences.

  15. Learning from and with Customers with Social Media: A Model for Social Customer Learning

    Directory of Open Access Journals (Sweden)

    Hannu Kärkkäinen

    2012-01-01

    Full Text Available Social media can enable and significantly increase the collaboration andlearning from customers in various ways, for instance by novel social waysof providing and receiving feedback from new products and concepts. Wehave created a model that can support managers and researchers to betteranalyse and understand the possibilities of social media approaches especiallyfrom the business-to-business (B2B customer interface standpoint. Weused the model to analyse found various types of business-to-business relatedsocial media approaches to create new understanding of the scarcelyresearched field of social media in the customer learning and the customerinterface of B2B innovation.

  16. Social Customs and Trade Union Membership

    DEFF Research Database (Denmark)

    Ibsen, Christian Lyhne; Toubøl, Jonas; Jensen, Daniel Sparwath

    2017-01-01

    In this article, we investigate the effect of social customs on one of the most important instances of collective action, namely, workers uniting in trade unions. Although many studies have used social custom theory to explain unionization, existing studies have not adequately analysed social...... customs at the workplace. Using workplace union density as a proxy for social custom, this analysis improves existing studies in a number of ways. First, multi-level analyses of a large panel data set from Denmark reveal that there is a significant positive effect of workplace union density...... in unionization are required to create self-sustaining social customs for union membership. Thirdly, we test the acceleration using segmented regression analysis and find a significant acceleration around 45–65 per cent workplace union density. In the conclusion, we discuss the implications of our study...

  17. A Customized Drought Decision Support Tool for Hsinchu Science Park

    Science.gov (United States)

    Huang, Jung; Tien, Yu-Chuan; Lin, Hsuan-Te; Liu, Tzu-Ming; Tung, Ching-Pin

    2016-04-01

    Climate change creates more challenges for water resources management. Due to the lack of sufficient precipitation in Taiwan in fall of 2014, many cities and counties suffered from water shortage during early 2015. Many companies in Hsinchu Science Park were significantly influenced and realized that they need a decision support tool to help them managing water resources. Therefore, a customized computer program was developed, which is capable of predicting the future status of public water supply system and water storage of factories when the water rationing is announced by the government. This program presented in this study for drought decision support (DDSS) is a customized model for a semiconductor company in the Hsinchu Science Park. The DDSS is programmed in Java which is a platform-independent language. System requirements are any PC with the operating system above Windows XP and an installed Java SE Runtime Environment 7. The DDSS serves two main functions. First function is to predict the future storage of Baoshan Reservoir and Second Baoshan Reservoir, so to determine the time point of water use restriction in Hsinchu Science Park. Second function is to use the results to help the company to make decisions to trigger their response plans. The DDSS can conduct real-time scenario simulations calculating the possible storage of water tank for each factory with pre-implementation and post-implementation of those response plans. In addition, DDSS can create reports in Excel to help decision makers to compare results between different scenarios.

  18. Using big data for customer centric marketing

    OpenAIRE

    Camilleri, Mark Anthony; Evans, Chris

    2016-01-01

    This chapter deliberates on “big data” and provides a short overview of business intelligence and emerging analytics. It underlines the importance of data for customer-centricity in marketing. This contribution contends that businesses ought to engage in marketing automation tools and apply them to create relevant, targeted customer experiences. Today’s business increasingly rely on digital media and mobile technologies as on-demand, real-time marketing has become more personalised than ever....

  19. Customer Relationship Management in Agile Healthcare Organizations

    OpenAIRE

    Nasrabad, Rafat Rezapour

    2017-01-01

    Today, several studies in the field to identify key factors in the success and agility of health care organizations to improve their performance in the face of changes have taken place in the context of customer relationship management among them. The purpose of this study was to explore the concept of customer relationship management, goals and benefits by considering its relationship with value creation for clients and treatment. Results showed concern for organizations today, creating cust...

  20. A review of the customer lifetime value as a customer profitability measure in the context of customer relationship management

    Directory of Open Access Journals (Sweden)

    Raphael Damm

    2011-11-01

    Full Text Available Purpose: A number of customer metrics allow estimating customer profitability with methods such as the Customer Lifetime Value (CLV. However, investments in customer relationships carry the potential risk to destroy value and reduce profitability when based on incorrect estimates of customer profitability. Therefore, estimating future customer value correctly is essential to allocate marketing expenditures in the most effective way. In this article recent literature about the CLV is reviewed in order to assess its ability as a customer profitability measure. Besides the financial perspective of the CLV, non-financial perspectives such as customer advocacy, (customer or open innovation and learning have been identified to have an impact on customer profitability. How to properly estimate a customer’s value taking all relevant value creating factors, financial as well as non-financial, into account is the underlying research question.Design/methodology/approach: This research is based on the review of a number of theoretical and empirical articles published between 1990 and 2010. The aggregation of measures, key-drivers and risks of each key-perspective of the customer relationship contributes to the development of a more systematic understanding of the value creation process and provides answers to the research question. Indirect effects of the CLV as a source of value have received increasing attention in previous research but are not sufficiently accounted for by mainstream methods for valuing customers (Ryals, 2008. Therefore, the attempt to structure available knowledge on indirect effects of the CLV in its contextual setting is made.Findings: This research is concluded providing evidence that one-dimensional calculations of the CLV deliver an incomplete picture of the customer relationship and estimate customer profitability incorrectly. This supports the idea of a multidimensional CLV approach that accounts for interrelated key

  1. Is Mass Customization Sustainable?

    DEFF Research Database (Denmark)

    Petersen, Thomas Ditlev; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld

    2011-01-01

    Mass customizers are like other companies currently experiencing an increasing customer demand for environmentally sustainable products as well as an increasingly strict legislation regarding environmental sustainability. This paper addresses the issue whether the concepts mass customization...... and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Several factors could indicate that mass customized products are less sustainable than standardized products; however other factors suggest the opposite. This paper explores these factors during...... three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass customized products are essential to consider during product and process...

  2. Online Customization and Enrollment Application Network (OCEAN

    Directory of Open Access Journals (Sweden)

    E. Kongar

    2007-09-01

    Full Text Available This paper introduces the Online Customization and Enrollment Application Network (OCEAN, developed in the School of Engineering at the University of Bridgeport. OCEAN is an interactive web-based application for graduate programs, concentrations, certificates and courses across the Schools of Engineering, Business and Education that allows prospective and current students to customize their preferences in the course selection process depending on the targeted graduate concentrations, degrees, and/or dual degree programs.

  3. Creating a "culture of research" in a community hospital: Strategies and tools from the National Cancer Institute Community Cancer Centers Program.

    Science.gov (United States)

    Dimond, Eileen P; St Germain, Diane; Nacpil, Lianne M; Zaren, Howard A; Swanson, Sandra M; Minnick, Christopher; Carrigan, Angela; Denicoff, Andrea M; Igo, Kathleen E; Acoba, Jared D; Gonzalez, Maria M; McCaskill-Stevens, Worta

    2015-06-01

    The value of community-based cancer research has long been recognized. In addition to the National Cancer Institute's Community Clinical and Minority-Based Oncology Programs established in 1983, and 1991 respectively, the National Cancer Institute established the National Cancer Institute Community Cancer Centers Program in 2007 with an aim of enhancing access to high-quality cancer care and clinical research in the community setting where most cancer patients receive their treatment. This article discusses strategies utilized by the National Cancer Institute Community Cancer Centers Program to build research capacity and create a more entrenched culture of research at the community hospitals participating in the program over a 7-year period. To facilitate development of a research culture at the community hospitals, the National Cancer Institute Community Cancer Centers Program required leadership or chief executive officer engagement; utilized a collaborative learning structure where best practices, successes, and challenges could be shared; promoted site-to-site mentoring to foster faster learning within and between sites; required research program assessments that spanned clinical trial portfolio, accrual barriers, and outreach; increased identification and use of metrics; and, finally, encouraged research team engagement across hospital departments (navigation, multidisciplinary care, pathology, and disparities) to replace the traditionally siloed approach to clinical trials. The health-care environment is rapidly changing while complexity in research increases. Successful research efforts are impacted by numerous factors (e.g. institutional review board reviews, physician interest, and trial availability). The National Cancer Institute Community Cancer Centers Program sites, as program participants, had access to the required resources and support to develop and implement the strategies described. Metrics are an important component yet often challenging to

  4. The MSCA Program: Developing Analytic Unicorns

    Science.gov (United States)

    Houghton, David M.; Schertzer, Clint; Beck, Scott

    2018-01-01

    Marketing analytics students who can communicate effectively with decision makers are in high demand. These "analytic unicorns" are hard to find. The Master of Science in Customer Analytics (MSCA) degree program at Xavier University seeks to fill that need. In this paper, we discuss the process of creating the MSCA program. We outline…

  5. Prospering in Tough Economic Times Through Loyal Customers

    Directory of Open Access Journals (Sweden)

    Anderson Rolph

    2014-10-01

    Full Text Available In severe economic downturns, only a few business leaders have the courage and wisdom to invest in customer loyalty to increase profits instead of reflexively cutting costs to try to maintain falling profit margins. Moreover, the usual research and advice tends to focus on how companies can effectively and efficiently reduce costs in order to survive an economic decline. This study contributes to the literature by offering a fresh look at how best to respond in tough economic times by examining companies who have responded traditionally with cost cutting strategies versus companies who instead have invested in customer loyalty. We make the unique and contrarian argument that the latter strategy can be the superior business strategy, which underscores the originality of this investigation. Thus, the purpose of this study is to highlight why investing resources in creating and retaining loyal customers is the best strategy for companies to survive and prosper in tough economic conditions while simultaneously gaining longer-run competitive advantage. Based on quantitative and qualitative survey research methodology, the study findings identify and explain key customer loyalty measures, including: customization for customers, communication interactivity, nurturing of customers, commitment to customers, customer sharing networks, customer focused product assortments, facile exchanges, and customer engagement. Perceptive company executives will measure, benchmark, and regularly compare their performances on these key customer loyalty measures with different customer groups versus their company's past performances, managerial goals, and competitors, then make appropriate adjustments to retain their loyal customers and prosper during tough economic times.

  6. Assesment of customer relationship development

    OpenAIRE

    Dagmar Lesáková

    2011-01-01

    The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales ...

  7. Co-creating a Peer Education program to improve skin health in older people from diverse communities: An innovation in health promotion.

    Science.gov (United States)

    Ogrin, Rajna; Brasher, Kathleen; Occleston, Jessica; Byrne, Jennifer

    2017-06-01

    Chronic wounds, debilitating and costly to manage, are more common in older people. Prevention is possible through improving skin health. We developed, implemented and evaluated an innovative health promotion program to improve skin health of older adults. A one-hour, peer education program was co-created and delivered to culturally diverse community-dwelling older people. A mixed-methods evaluation approach comprised objective measures of skin health and barrier function at commencement and six weeks posteducation, and focus groups posteducation. Seventy-three participants participated in the study (mean age 74.38 ± 11.80 years). Hydration significantly improved at follow-up for English speaking participants (t(27) = -2.90, P = 0.007). The majority of participants reported the education to be informative and useful in supporting behaviour changes. The peer education program improved skin hydration in older English speaking individuals. Peer education may effectively deliver health promotion information in some groups. © 2017 AJA Inc.

  8. Creating a Customer-Centric Experience in Health.

    Science.gov (United States)

    Rosenberg, Linda

    2015-07-01

    The Affordable Care Act means behavioral health will become part of "mainstream" health care. Here are three ways we can offer our expertise to support primary health providers in integrating behavioral health and three ways we can improve and better serve individuals as we move into the mainstream.

  9. Creating and Sustaining customer value for UK luxury brands

    OpenAIRE

    Chhuon, Celine

    2007-01-01

    The global market for luxury goods has witnessed a dramatic growth over the last 20 years. Traditionally bought by the Western elite they are now increasingly bought by middle- and lower-income earners as well as being sought by those in emerging Asian markets. For luxury brand owners there is a paradox inherent in the marketing of luxury goods, which reflects managers conflicting goals of striving to obtain high volume sales while maintaining exclusivity for their brands in the face of count...

  10. The Transformation of African Smallholders into Customer Value Creating Businesses

    NARCIS (Netherlands)

    Teklehaimanot, Mebrahtu L.; Ingenbleek, Paul T.M.; Trijp, van Hans C.M.

    2017-01-01

    An increasing number of the 600 million African smallholders are becoming integrated into the supply chains of supermarkets, fast food chains, and exporters. This process gradually transforms the smallholders into profit-oriented businesses that can make important contributions to rural

  11. Creating value added to customers: Marketing and sales role

    Directory of Open Access Journals (Sweden)

    Damnjanović Vesna

    2006-01-01

    Full Text Available This paper presents the new trends in sales and marketing areas which reshaping markets and changing the way business is done. Marketing and sales management need a well-defined strategy for added value exploration, creation and delivery. The holistic marketing process involves all stakeholders and required them to participate in the value added creation process.

  12. Creating value added to customers: Marketing and sales role

    OpenAIRE

    Damnjanović Vesna; Filipović Vinka

    2006-01-01

    This paper presents the new trends in sales and marketing areas which reshaping markets and changing the way business is done. Marketing and sales management need a well-defined strategy for added value exploration, creation and delivery. The holistic marketing process involves all stakeholders and required them to participate in the value added creation process.

  13. Design for availability : creating value for manufacturers and customers

    NARCIS (Netherlands)

    Smets, L.P.M.; Houtum, van G.J.J.A.N.; Langerak, F.

    2010-01-01

    This research introduces a newly developed continuous improvement methodology called Design for Availability that uses principles of Lean Sigma and Design for X to cost-effectively optimize the availability of capital goods, i.e. systems used in the production of other end-products or -services,

  14. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

  15. 16 CFR 314.3 - Standards for safeguarding customer information.

    Science.gov (United States)

    2010-01-01

    ... 16 Commercial Practices 1 2010-01-01 2010-01-01 false Standards for safeguarding customer... OF CONGRESS STANDARDS FOR SAFEGUARDING CUSTOMER INFORMATION § 314.3 Standards for safeguarding customer information. (a) Information security program. You shall develop, implement, and maintain a...

  16. 78 FR 35044 - U.S. Customs and Border Protection

    Science.gov (United States)

    2013-06-11

    ... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection Agency Information Collection Activities: Visa Waiver Program Carrier Agreement (CBP Form I-775) AGENCY: U.S. Customs and Border Protection... information collection: 1651-0110. SUMMARY: U.S. Customs and Border Protection (CBP) of the Department of...

  17. Customer satisfaction research

    Energy Technology Data Exchange (ETDEWEB)

    Tormasi, T

    1987-03-01

    A review of four aspects of the Gas and Fuel Corporation of Victoria's study of customer satisfaction covers: (1) corporate goals to meet its responsibility as a public utility and operate as a successful marketing organization, (2) the history of customer satisfaction research by GFC, (3) measurements of customer satisfaction through expectations research, and (4) case studies involving domestic appliance maintenance and gas mains renewal. Continuous validation of GFC's policies and procedures is the basis for future growth and success. 3 tables.

  18. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

    , through the performance level and the experience level to the learning level at the top. This model has a dual view with customers/demand at one side and product/supplier at the other side. It is developed so that it can be generally applied and, typically, product designers must decide how far up...... in levels the customisation should aim. This paper sets special focus on the upper levels of customisation, especially the learning level, and it is shown that products with a large range of user-oriented functionalities often require much training to use and that customers on the other hand are sometimes...

  19. Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

    OpenAIRE

    Vu Minh Ngo; Drahomíra Pavelková

    2017-01-01

    Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching co...

  20. Seven Essential Elements for Creating Effective Children's Media to Promote Peacebuilding: Lessons from International Coproductions of Sesame Street and Other Children's Media Programs.

    Science.gov (United States)

    Cole, Charlotte F; Lee, June H; Bucuvalas, Abigail; Sırali, Yasemin

    2018-03-01

    Children's media have the capacity to prepare young learners to develop the knowledge, attitudes, and skills they need to contribute to a more peaceful world. Research suggests international coproductions of Sesame Street and other children's media efforts are linked to positive impact on how viewers perceive themselves and their own cultures, as well as how they perceive others. Creating such media, however, relies on a commitment to a complex development process where the educational needs of children are considered alongside intra- and intergroup dynamics and political realities. This paper presents a practitioners' perspective on the essential components of children's media programs for peacebuilding and, in so doing, recommends a way forward for producing children's media in this domain. © 2018 Wiley Periodicals, Inc.

  1. 20 CFR 669.330 - How are services delivered to the customer?

    Science.gov (United States)

    2010-04-01

    ... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false How are services delivered to the customer... Farmworker Jobs Program Customers and Available Program Services § 669.330 How are services delivered to the customer? To ensure that all services are focused on the customer's needs, services are provided through a...

  2. DSpace and customized controlled vocabularies

    Science.gov (United States)

    Skourlas, C.; Tsolakidis, A.; Kakoulidis, P.; Giannakopoulos, G.

    2015-02-01

    The open source platform of DSpace could be defined as a repository application used to provide access to digital resources. DSpace is installed and used by more than 1000 organizations worldwide. A predefined taxonomy of keyword, called the Controlled Vocabulary, can be used for describing and accessing the information items stored in the repository. In this paper, we describe how the users can create, and customize their own vocabularies. Various heterogeneous items, such as research papers, videos, articles and educational material of the repository, can be indexed in order to provide advanced search functionality using new controlled vocabularies.

  3. The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital

    Directory of Open Access Journals (Sweden)

    Agung W. A. Novalia

    2018-01-01

    Full Text Available Customer Service has a considerable role. In order to retain the loyal customer, their attitude should be friendly, courteous, patient, and willing to listen to what customer said. Good Customer Service should create customer satisfaction for it is the presence of customer determines the existence of the company. This condition is also true for hospital as it is the case of Sari Asih Hospital in Ciledug, Indonesia. Sari Asih Hospital is a private hospital whose average patients are more than 700 patients monthly. This study assume that the interpersonal communication might be the cause. In constructing the argument, this paper will use the Humanistic Perspective Theory and the Theory of Value Expectancy. Quantitative approach will be the method and the survey will use the accident sampling among customers. It was found that the Impact of Interpersonal Communication Sari Asih Hospital toward Customer Satisfaction is has possitive effect.

  4. Get inside the lives of your customers.

    Science.gov (United States)

    Seybold, P B

    2001-05-01

    Many companies have become adept at the art of customer relationship management. They've collected mountains of data on preferences and behavior, divided buyers into ever-finer segments, and refined their products, services, and marketing pitches. But all too often those efforts are too narrow--they concentrate only on the points where the customer comes into contact with the company. Few businesses have bothered to look at what the author calls the customer scenario--the broad context in which customers select, buy, and use products and services. As a result, consultant Patricia Seybold maintains, they've routinely missed chances to deepen loyalty and expand sales. In this article, the author shows how effective three very different companies have been at using customer scenarios as the centerpiece of their marketing plans. Chip maker National Semiconductor looked beyond the purchasing agents that buy in bulk to find ways to make it easier for engineers to design National's components into their specifications for mobile telephones. Each time they do so, it translates into millions of dollars in orders. By developing a customer scenario that describes how people actually shop for groceries, Tesco learned the importance of decentralizing its Web shopping site and how the extra costs of decentralization could be outweighed by the higher profit margins on-line customers generate. And Buzzsaw.com used customer scenarios as the basis for its entire business. It has used the Web to create a better way for the dozens of participants in a construction project to share their drawings and manage their projects. Seybold lays out the steps managers can take to develop their own customer scenarios. By thinking broadly about the challenges your customers face, she suggests, you can almost always find ways to make their lives easier--and thus earn their loyalty.

  5. Customer value propositions in business markets.

    Science.gov (United States)

    Anderson, James C; Narus, James A; van Rossum, Wouter

    2006-03-01

    Examples of consumer value propositions that resonate with customers are exceptionally difficult to find. When properly constructed, value propositions force suppliers to focus on what their offerings are really worth. Once companies become disciplined about understanding their customers, they can make smarter choices about where to allocate scarce resources. The authors illuminate the pitfalls of current approaches, then present a systematic method for developing value propositions that are meaningful to target customers and that focus suppliers' efforts on creating superior value. When managers construct a customer value proposition, they often simply list all the benefits their offering might deliver. But the relative simplicity of this all-benefits approach may have a major drawback: benefit assertion. In other words, managers may claim advantages for features their customers don't care about in the least. Other suppliers try to answer the question, Why should our firm purchase your offering instead of your competitor's? But without a detailed understanding of the customer's requirements and preferences, suppliers can end up stressing points of difference that deliver relatively little value to the target customer. The pitfall with this approach is value presumption: assuming that any favorable points of difference must be valuable for the customer. Drawing on the best practices of a handful of suppliers in business markets, the authors advocate a resonating focus approach. Suppliers can provide simple, yet powerfully captivating, consumer value propositions by making their offerings superior on the few elements that matter most to target customers, demonstrating and documenting the value of this superior performance, and communicating it in a way that conveys a sophisticated understanding of the customer's business priorities.

  6. How Create an Astronomy Outreach Program to Bring Astronomy to Thousands of People at Outdoor Concerts Astronomy Festivals, or Tourist Sites

    Science.gov (United States)

    Lubowich, Donald

    2015-08-01

    I describe how to create an astronomy program for thousands of people at outdoor concerts based on my $308,000 NASA-funded Music and Astronomy Under the Stars (MAUS) program (60 events 2009 - 2013), and the Astronomy Festival on the National Mall (AFNM, 10,000 people/yr).MAUS reached 50,000 music lovers at local parks and at the Central Park Jazz, Newport Folk, Ravinia, or Tanglewood Music Festivals with classical, folk, pop/rock, opera, Caribbean, or county-western concerts assisted by astronomy clubs. Yo-Yo-Ma, the Chicago and Boston Symphony Orchestras, Ravi Coltrane, Esperanza Spalding, Phish, Blood Sweat and Tears, Deep Purple, Tony Orlando, and Wilco performed at these events. AFNM was started in 2010 with co-sponsorship by the White House Office of Science and Technology Policy. MAUS and AFMN combine solar, optical, and radio telescope observations; large posters/banners; hands-on activities, imaging with a cell phone mount; citizen science activities; hand-outs; and teacher info packet. Representatives from scientific institutions participated. Tyco Brahe, Johannes Kepler, and Caroline Herschel made guest appearances.MAUS reached underserved groups and attracted large crowds. Young kids participated in this family learning experience-often the first time they looked through a telescope. While < 50% of the participants took part in a science activity in the past year, they found MAUS enjoyable and understandable; learned about astronomy; wanted to learn more; and increased their interest in science (ave. rating 3.6/4). MAUS is effective in promoting science education!Lessons learned: plan early; create partnerships with parks, concert organizers, and astronomy clubs; test equipment; have backup equipment; create professional displays; select the best location to obtain a largest number of participants; use social media/www sites to promote the events; use many telescopes for multiple targets; project a live image or video; select equipment that is easy to

  7. Creating a Multi-axis Machining Postprocessor

    Directory of Open Access Journals (Sweden)

    Petr Vavruška

    2012-01-01

    Full Text Available This paper focuses on the postprocessor creation process. When using standard commercially available postprocessors it is often very difficult to modify its internal source code, and it is a very complex process, in many cases even impossible, to implement the newly-developed functions. It is therefore very important to have a method for creating a postprocessor for any CAM system, which allows CL data (Cutter Location data to be generated to a separate text file. The goal of our work is to verify the proposed method for creating a postprocessor. Postprocessor functions for multi-axis machiningare dealt with in this work. A file with CL data must be translated by the postprocessor into an NC program that has been customized for a specific production machine and its control system. The postprocessor is therefore verified by applications for machining free-form surfaces of complex parts, and by executing the NC programs that are generated on real machine tools. This is also presented here.

  8. New customer services

    DEFF Research Database (Denmark)

    Münster, Marie; Møller Andersen, Frits; Meza, Maria Josefina Figueroa

    2011-01-01

    This chapter focuses on the challenge of motivating energy service customers to make best use of available smart technologies. This can be done through economic incentives, but also through information and education, regulation and reorganisation, and by improving services or customer comfort...

  9. Encounters with immigrant customers

    DEFF Research Database (Denmark)

    Mygind, Anna; Espersen, Sacha; Nørgaard, Lotte Stig

    2013-01-01

    were not sufficiently assessed at the counter (n = 55, 65%), and that their latest encounter with an immigrant customer was less satisfactory than a similar encounter with an ethnic Danish customer (n = 48, 57%) (significantly more pharmacists than assistants: odds ratio, OR, 3.19; 95% confidence...

  10. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

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

  11. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    CABA STEFAN

    2009-05-01

    Full Text Available The management of a regional customs directorate is analyzed. A new approach of the managerial system, in the European integration context, is presented. The customs system is one of the first “doors” to a new economic, social and cultural community. For

  12. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

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

  13. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

    textabstractMultinational companies need to manage their relationships with multinational customers in a globally integrated approach. This paper provides a systematic framework for developing and implementing such global customer management programmes. The paper is based on Chapter 1 of George S.

  14. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

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

  15. Analytics for Customer Engagement

    NARCIS (Netherlands)

    Bijmolt, Tammo H. A.; Leeflang, Peter S. H.; Block, Frank; Eisenbeiss, Maik; Hardie, Bruce G. S.; Lemmens, Aurelie; Saffert, Peter

    In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors

  16. Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk

    OpenAIRE

    Jonathan, Hansel

    2013-01-01

    The purpose of this study is to determine the effect of e-service quality on customer satisfaction and its impact on customer loyalty of PT Bayu Buana Travel, Tbk. With non-probability technique (census), questionnaires were collected and used in data processing using Structural Equation Modeling with WarpPLS program and Importance Performance Analysis methods. Based on this research, it was found that e-service quality has an influence on customer satisfaction, customer satisfaction has an i...

  17. Online customer experience: Implications for digital banking

    Directory of Open Access Journals (Sweden)

    Štavljanin Velimir

    2017-01-01

    Full Text Available Banks will be facing great challenges in the coming period. Some of these challenges are a lack of differentiation, disloyal customers, new non-traditional competitors, increased interaction and expectations from digital channels. Many consulting firms, but also the academic community, propose a solution in the form of implementing the concept of customer experience management. As research shows that a large number of challenges come from the online environment, it is necessary for banks to ensure excellence in the online environment by applying the concept of online customer experience. In order to create this experience, it is up to the banks to meet all the necessary antecedents, which can involve the elements in terms of control, processes and content. This can be a very difficult job if one is unfamiliar with the basics, but it could also be a rewarding job which will reflect on the business performance. Although the focus of the paper is online customer experience, even in the developed countries 'digital' customers are rare. Most of them are multichannel oriented and an important aspect is the multichannel integration and the strategy focused on customer experience. This paper presents an overview of the literature in the field of online customer experience, with the aim of introducing the public with the concept as well as presenting the implications which this concept has for digital banking.

  18. Bank Value: Comparing Customer and Employee Perceptions

    Directory of Open Access Journals (Sweden)

    Jelena Titko

    2012-06-01

    Full Text Available In the modern competitive environment, banks create the value generally using the relational capital. Thus, customer satisfaction and loyalty are the main components of bank success in a market. In turn, customer satisfaction is affected by bank service quality that determines bank’s value perceived by clients. The main goal of the research is to determine factors affecting bank value perceived by customers to examine the gaps in customers’ and employees’ perceptions of these factors. The goal of the paper is to prepare a theoretical basis for the survey and to describe and theoretically validate the design of the research instrument. To achieve the goal the brief literature review was conducted in the fields of relationship value management, service quality and customer buying behaviour. The statements of the questionnaire were developed based on Kotler’s concept of a customer perceived value and different variations of the SERVQUAL model. To purify the developed questionnaires, the authors conducted focus group interview. We believe that bank performance depends directly on the bank’s ability to capture and retain clients and on customer-employee relationships. Thus, it is crucial to know factors affecting customer perceived bank value. Using our developed instrument it is possible to measure the level of service quality in Latvian banks and to examine the difference between customers’ and employees’ viewpoints on the quality of bank services.

  19. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Directory of Open Access Journals (Sweden)

    Margarita IŠORAITĖ

    2016-08-01

    Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.

  20. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

    Full Text Available Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one click of the mouse. Every one of them is characterized by specific needs, and, in that sense the company must strive to satisfy them with the right offer at the right time and through the right channel. The aim of the company is to have loyal customers who will help the company make maximized profit and competitive advantage on the market.

  1. Delivering customer solutions

    International Nuclear Information System (INIS)

    Bergsma, J.

    1997-01-01

    Convergence of the energy industries began with customer's demands for the best energy choice and value. In a converged energy market customers buy year-round home comfort, rather than gas heat or electric air conditioning. Union Gas has been facilitating cogeneration development to its customers since the mid 1980's. A brief description of the corporate context of Union Gas and Centra Gas was provided. Convergence at the retail level was discussed in detail. The essence of converge at the retail level is that an energy service provider will tailor products and services to meet a customer's specific needs for choice, value and best prices. Consequently, a residential customer will have the choice to select an environmentally preferred fuel source for home comfort, plus billing options, merchandise and repair services, all for one price, and from one utility

  2. The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

    Directory of Open Access Journals (Sweden)

    Ambarwati Ambarwati

    2015-09-01

    Full Text Available Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in one of the largest SOE bank in Indonesia, in the city of Surabaya, BNI (Bank Negara Indonesia toward customer  satisfaction, loyalty and customer  retention. This study develops the theory  of  mix marketing by using multichannel  as one of the elements that can increase customer retention   using satisfaction mediation and customer loyalty. Mechanical determination of sample units in this study is a  purposive sampling, of 89 respondents. Generalized Structured Component Analysis (GSCA was applied to test the hypotheses. The results of this study indicate that direct multichannel not  significantly effect the customer retention. Customer satisfaction can not be a perfect mediation  and the customer loyalty can be a perfect mediation in the relationship between multichannel and customer retention. This study contributes to the banking industry in applying the concept of the mix marketing.

  3. INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

    Directory of Open Access Journals (Sweden)

    Mohammad Rizan

    2015-09-01

    Full Text Available The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty.

  4. Customer Avionics Interface Development and Analysis (CAIDA) Lab DEWESoft Display Creation

    Science.gov (United States)

    Coffey, Connor

    2015-01-01

    The Customer Avionics Interface Development and Analysis (CAIDA) Lab supports the testing of the Launch Control System (LCS), NASA's command and control system for the Space Launch System (SLS), Orion Multi-Purpose Crew Vehicle (MPCV), and ground support equipment. The objectives of the year-long internship were to support day-to-day operations of the CAIDA Lab, create prelaunch and tracking displays for Orion's Exploration Flight Test 1 (EFT-1), and create a program to automate the creation of displays for SLS and MPCV to be used by CAIDA and the Record and Playback Subsystem (RPS).

  5. The Customer Interaction Process: Managing Customer, the Service Encounter and Service Recovery

    OpenAIRE

    TANASE, George Cosmin

    2013-01-01

    Service interactions are next to customer relationships one of the primary value processes of a service provider. Due to the fact that in service situations value is created via the throughput of the customer through the service production process, and this throughput is realized in service interactions, these interactions are one of the major value drivers of a service firms value. As one of a service providers primary value processes, the interaction process aims at managing the service int...

  6. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    OpenAIRE

    Sri Mulyani; Mustafid Mustafid; Catur Edi Widodo

    2014-01-01

    Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  inform...

  7. Flash Builder customizing the user interface

    CERN Document Server

    Rocchi, Cesare

    2010-01-01

    Personalize user interface components of your projects. Example projects are grouped together in an AIR application and the appearance is totally customized. Learn how to change visual properties by means of style directives or create brand new skins by knowing and exploiting their internal architecture.

  8. Windchill-201 - Custom Soft-Type Construction

    Science.gov (United States)

    Jones, Corey; LaPha, Steven

    2013-01-01

    This presentation will explain Windchill soft-types-what they are, how they work, and how to construct custom ones, configured specifically for your system. The process and particulars of creating and implementing a WTDocument soft-type will be discussed, and the interaction between soft-types and Windchill objects will be shown.

  9. AutoCAD platform customization VBA

    CERN Document Server

    Ambrosius, Lee

    2015-01-01

    Boost productivity and streamline your workflow with expert AutoCAD: VBA programming instruction AutoCAD Platform Customization: VBA is the definitive guide to personalizing AutoCAD and the various programs that run on the AutoCAD platform, including AutoCAD Architecture, Civil 3D, Plant 3D, and more. Written by an Autodesk insider with years of customization and programming experience, this book features detailed discussions backed by real-world examples and easy-to-follow tutorials that illustrate each step in the personalization process. Readers gain expert guidance toward managing layout

  10. Formal computer-aided product family architecture design for mass customization

    DEFF Research Database (Denmark)

    Bonev, Martin; Hvam, Lars; Clarkson, John

    2015-01-01

    With product customization companies aim at creating higher customer value and stronger economic benefits. The profitability of the offered variety relies on the quality of the developed product family architectures and their consistent implementation in configuration systems. Yet existing method...

  11. The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

    OpenAIRE

    Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy

    2013-01-01

    Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respond...

  12. Hidden foreign trade and corruption on customers

    Directory of Open Access Journals (Sweden)

    Богдан Миколайович Головкін

    2017-12-01

    Full Text Available According to the Association of Chartered Certified Accountants (ACCA, the volume of the "shadow" economy in Ukraine is 1.1 trillion hryvnias or 45.1 % of the gross domestic product. Estimates of the Federation of Employers of Ukraine show that only 50 % of payments to the state budget comes from the clearance of goods, while the rest comprise a corruption component of 40 billion UAH for a year. Much of the large companies move non-declared goods across the state border and do not pay taxes. However, at the official level in Ukraine, it is still not accepted to talk about the servicing of the shadow foreign trade by the customs administration and the collection of corrupt rents from illegal trade in the state. Understanding the essence of the problem gives grounds to assert that the corruption risks in the work of customs are laid down in imperfect customs legislation, high tariff rates of duties and taxes, discrete powers of customs inspectors, the regime of customs procedures in the customs control zone, low level of their automation and physical contact of declarants from customs officers. In the customs case, the main type of corruption is bribery and abuse of influence related to the assistance of illegal and criminal activity in the foreign economic sphere. Subjects of foreign economic activity reduce costs and receive revenues through customs fraud or smuggling. Without corruption, this activity is impossible. On the illegal movement of goods and vehicles, smuggling and counterfeiting through the customs border, a criminal corruption business was created for all bodies and services that carry out various types of state control and law enforcement activities in the customs sphere. The most profitable are corruption schemes related to the illegal import / export of three groups of highly liquid products: tobacco products, counterfeit IT products, petroleum products, cars with foreign registration. For an independent study, illegal

  13. Managing Food Service Costs and Satisfying Customers.

    Science.gov (United States)

    Reuther, Anne; Otto, Ione

    1987-01-01

    Milwaukee Area Technical College, Wisconsin, has four campuses, each with its own food service operation that, combined, serve nearly 3,000 people daily. Several food service-related programs are part of the curriculum. Cost containment and customer satisfaction are the two overriding goals of the food service programs. (MLF)

  14. Certified meter data managers provide potent tool : Utilities, customers benefit from accurate energy data

    Energy Technology Data Exchange (ETDEWEB)

    Hall, V.

    2004-02-01

    The use of customer energy information and its importance in building business-to-business and business-to-consumer demographic profiles, and the role of certified meter data management agents, i.e. companies that have created infrastructures to manage large volumes of energy data that can be used to drive marketing to energy customers, is discussed. Short and long-term load management planning, distribution planning, outage management and demand response programs, efforts to streamline billing and create revenue-generating value-added services, are just some of the areas that can benefit from comprehensively collected and accurate consumer data. The article emphasizes the process of certification, the benefits certified meter data management companies can provide to utilities as well as to consumers, their role in disaster recovery management, and characteristics of the way such companies bring the benefits of their operations to their client utilities and consumers. 1 tab.

  15. How to deal with unprofitable customers? A salesforce compensation perspective

    OpenAIRE

    Banerjee, Sumitro; Thevaranjan, Alex P.

    2013-01-01

    We show that prices and incentives recommended by the salesforce literature when targeting a profitable segment can attract unprofitable customers, particularly when salespeople have high productivity and low risk (i.e., risk aversion times uncertainty). Therefore, when customers are unidentifiable, unprofitable customers may also enter the market creating an adverse selection problem for the salespeople. By solving the moral hazard and adverse selection problems simultaneously, we show that ...

  16. Customs control of goods

    Directory of Open Access Journals (Sweden)

    Mentor Gashi

    2015-11-01

    Full Text Available Customs control, is regulated by law in different countries. Different countries define through the law, the control of goods.. Main purpose of this paper is to analyze two types of customs controls, and their effect in reducing avoidance of duty or tax evasion which may be caused by the import of goods of certain companies. For this reason we researched which model is implemented in developing countries and what results were reached through questionnaires. In this sense the next research question, consists in defining the moment of customs control pre or post-clearance control of goods.

  17. Customer Communication Document

    Science.gov (United States)

    2009-01-01

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

  18. Identification of effective factors on customer loyalty with mobile industry

    Directory of Open Access Journals (Sweden)

    Soheila Sardar Donighi

    2013-08-01

    Full Text Available Customers or clients are counted to be reasons for existence and continuation of life of every organization and, therefore, it is essential to review various aspects of customer satisfaction. Many customers may seem to be satisfied but they may switch to competitor companies for various reasons. Loyal customers constitute a major factor for organizational successes and there are many attempts to create loyal customers. The customer loyalty was defined as commitment of customers to deal with a particular organization or buy given goods repeatedly. During the present research, the researcher engages in the evaluation of factors effective on satisfaction and loyalty of customers and in the study of their interactions, using the famous American Model of Customer Satisfaction. Major variables of such pattern are as follows: customer expectations, perceived quality, perceived value, customer satisfaction, Repurchase Likelihood, Price Tolerance changes and customer complaint. In this study, 384 cell-phone users were randomly selected from different departments of North Tehran Branch of Islamic Azad University. Valuable data were gathered by closed response questionnaire. Afterward we derived eleven correlations between different parameters by using structural equation modeling. Finally, all of suppositions were confirmed by confidence level up to 95%. In addition, the SPSS and XLSTAT PLS software packages are utilized in the process and analysis of data and investigation of study's hypotheses and necessary analyses have been done.

  19. A study on ranking ethical factors influencing customer loyalty

    Directory of Open Access Journals (Sweden)

    Mahmood Modiri

    2013-10-01

    Full Text Available Having loyal customer is the primary objective of any business owner since loyal customers purchase on regular basis, create sustainable growth and reduce risk of bankruptcy. During the past few years, many people argue that customer loyalty must be established through ethical values. In this paper, we present an empirical investigation to detect ethical factors influencing customer loyalty. The proposed study determines five criteria including customer repurchase, interest in brand, recommending brand to others, positive attitude toward brand and cognitive loyalty to brand. These criteria have been ranked using fuzzy analytical network process. The study determines 14 different ethical values, which may play essential role on customer loyalty and using VIKOR, different ethical values are ranked. The study indicates that welcoming customers is the most important factor followed by cheerfulness, on time delivery, being informative and having appropriate standards.

  20. The influence of customer relationship management information on customer loyalty

    OpenAIRE

    Ignatovič, Eva

    2009-01-01

    The purpose of this master thesis is to approve that customer relationship management (CRM) has influenced on customer loyalty. In order to achieve this purpose the work was divided into four main tasks: review of the relevant literature; analyze the influence of customer relationship management on customer loyalty and approve its importance for companies, research of the concrete business-to-business (B2B) Company CRM process and its customer loyalty, and the development of the customer rela...

  1. When to "Fire" Customers: Customer Cost-Based Pricing

    OpenAIRE

    Jiwoong Shin; K. Sudhir; Dae-Hee Yoon

    2012-01-01

    The widespread adoption of activity-based costing enables firms to allocate common service costs to each customer, allowing for precise measurement of both the cost to serve a particular customer and the customer's profitability. In this paper, we investigate how pricing strategies based on customer cost information affects a firm's customer acquisition and retention dynamics, and ultimately its profit, using a two-period monopoly model with high- and low-cost customer segments. Although past...

  2. Housing management and the creation of customer value

    NARCIS (Netherlands)

    Dogge, P.J.C.; Smeets, J.J.A.M.

    2004-01-01

    Creating customer value is the greatest challenge facing profit and non- profit landlords nowadays. By offering valuable products landlords can distinguish themselves from competitors in the housing market. In marketing literature two meanings exist for the phrase "customer value": value of a

  3. Are You Being Served? Designing the Customer Service Curriculum

    Science.gov (United States)

    Ippoliti, Cinthya

    2014-01-01

    Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

  4. Florists' physical distribution customer services in the marketing of roses.

    NARCIS (Netherlands)

    Koelemeijer, K.

    1991-01-01

    Providing customers with excellent customer service creates a competitive advantage. In order to establish this, a ‘total chain approach’ must be followed, starting with the consumer. In this paper the cut flower logistical chain is partly analyzed by focusing on the consumer. A model -of the

  5. Large Customers (DR Sellers)

    Energy Technology Data Exchange (ETDEWEB)

    Kiliccot, Sila [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2011-10-25

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

  6. ASD Customer Satisfaction Survey

    Data.gov (United States)

    Department of Veterans Affairs — ASD implemented a customer satisfaction survey for our products and services. This feedback will provide a better understanding of how ASD products and services can...

  7. Arkitektur & Mass customization

    DEFF Research Database (Denmark)

    Ryborg Jørgensen, Thomas

    2007-01-01

    Publikationens ambition er at udrede og give indblik i produktindustriens seneste udvikling med forretnings- og produktionsstrategien Mass Customization, og dermed en indgang til de muligheder og problemer der knytter sig til implementering af disse eller tilsvarende strategier i byggebranchen, og...

  8. Utility customer issues

    International Nuclear Information System (INIS)

    Downey, W.H.

    1997-01-01

    Customer issues affected by the restructuring of the $250 billion US electric power industry were discussed. In the past the industry's vertically integrated utilities conducted their business in protected geographic markets. With deregulation and greater competition, that industry structure will change. This presentation highlighted the strategies that Unicom is using to react to the restructuring of the electric power industry. The underlying principle is for the utility to reinvent itself to change its market orientation and focus on customer services, such as reliability, responsiveness, custom tailored solutions, and guaranteed savings over time. Attempting to become total energy providers and delivering integrated solutions to meet the needs of large industrial and commercial consumers, intensive market research, improved service and installation, and sophisticated customer retention initiatives will also have to be high on the agenda

  9. A customer service journey.

    Science.gov (United States)

    VanDecandelaere, Traci

    2012-01-01

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

  10. Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk

    Directory of Open Access Journals (Sweden)

    Hansel Jonathan

    2013-09-01

    Full Text Available The purpose of this study is to determine the effect of e-service quality on customer satisfaction and its impact on customer loyalty of PT Bayu Buana Travel, Tbk. With non-probability technique (census, questionnaires were collected and used in data processing using Structural Equation Modeling with WarpPLS program and Importance Performance Analysis methods. Based on this research, it was found that e-service quality has an influence on customer satisfaction, customer satisfaction has an influence on customer loyalty, e-service quality has an influence on customer loyalty, and e-service quality and customer satisfaction has an influence on customer loyalty. The e-service quality attributes, such as the website providing accurate information, the website having a good reputation, all online payment be confirmed, the website easy to use, and the products/services on the website delivered according to the time, need to be improved and enhanced.

  11. Improving customer satisfaction

    OpenAIRE

    Wei, Yu

    2011-01-01

    Today, the competition among enterprises is growing in intensity and organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction and good services. The purpose of this study is to investigate the present level of customer satisfaction with language training institutes and find out any possible areas of improvement. This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the case compa...

  12. Customer Poaching and Advertising

    OpenAIRE

    Rosa Branca Esteves

    2007-01-01

    This article is a first look at the dynamic effects of customer poaching in homogeneous product markets, where firms need to invest in advertising to generate awareness. When a firm can recognize customers with different past purchasing histories, it may send them targeted advertiseraents with different prices. It is shown that only the firm that advertises the highest price in the first period will engage in price discrimination, and that poaching clearly benefits the discriminating firm, Th...

  13. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

    Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.

  14. Mağaza Sadakat Programlarının Algılanması, Güven, İlişkiyi Sürdürme İsteği ve Mağaza Sadakati Arasındaki İlişkilerin Yapısal Eşitlik Modeli ile İncelenmesi = Analyzing the Relationships Among Perceptions on Store Loyalty Programs, Trust, Customer Commitment to the Relationship and Store Loyalty Through Structural Equation Modeling

    Directory of Open Access Journals (Sweden)

    Ela Erten

    2008-06-01

    Full Text Available Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and services. Structural Equation Modeling (SEM was used in order to test our research hypotheses. As a result of the Structural Equation Modeling, it is found that the trust, which is an important factor in relationship marketing, has also impact on the continuation of the relationship. The other consequence of the research is that the store loyalty is affected by perception of the loyalty programs and the willingness to continue the relationship with the store.

  15. Preventing customer defection and stimulating return of the lost customers

    Directory of Open Access Journals (Sweden)

    Senić Radoslav

    2013-01-01

    Full Text Available Customers represent company's most valuable asset. Company can assure its survival, further growth and development by retaining existing, attracting new and returning lost customers. Retaining existing, loyal customers is the most profitable business activity, attracting new ones is the most expensive, while returning lost and frequently forgotten customers is a type of business activity that still generates modest interest among researchers and practitioners. So far, marketing strategies have been mainly directed towards the first two categories of customers. The objective of this paper is dedicated to customer defection and returning lost customers. Paper discusses customer relationship life-cycle and the significance of managing customer return within it, types of customer defections, the process of managing return, as well as, the reasons that led to customer defection.

  16. Creating opportunities through mentorship, parental involvement, and safe spaces (COMPASS) program: multi-country study protocol to protect girls from violence in humanitarian settings.

    Science.gov (United States)

    Falb, Kathryn L; Tanner, Sophie; Ward, Leora; Erksine, Dorcas; Noble, Eva; Assazenew, Asham; Bakomere, Theresita; Graybill, Elizabeth; Lowry, Carmen; Mallinga, Pamela; Neiman, Amy; Poulton, Catherine; Robinette, Katie; Sommer, Marni; Stark, Lindsay

    2016-03-05

    Violence against adolescent girls in humanitarian settings is of urgent concern given their additional vulnerabilities to violence and unique health and well-being needs that have largely been overlooked by the humanitarian community. In order to understand what works to prevent violence against adolescent girls, a multi-component curriculum-based safe spaces program (Creating Opportunities through Mentorship, Parental involvement and Safe Spaces - COMPASS) will be implemented and evaluated. The objectives of this multi-country study are to understand the feasibility, acceptability and effectiveness of COMPASS programming to prevent violence against adolescent girls in diverse humanitarian settings. Two wait-listed cluster-randomized controlled trials are being implemented in conflict-affected communities in eastern Democratic Republic of Congo (N = 886 girls aged 10-14 years) and in refugee camps in western Ethiopia (N = 919 girls aged 13-19 years). The intervention consists of structured facilitated sessions delivered in safe spaces by young female mentors, caregiver discussion groups, capacity-building activities with service providers, and community engagement. In Ethiopia, the research centers on the overall impact of COMPASS compared to a wait-list group. In DRC, the research objective is to understand the incremental effectiveness of the caregiver component in addition to the other COMPASS activities as compared to a wait-list group. The primary outcome is change in sexual violence. Secondary outcomes include decreased physical and emotional abuse, reduced early marriage, improved gender norms, and positive interpersonal relationships, among others. Qualitative methodologies seek to understand girls' perceptions of safety within their communities, key challenges they face, and to identify potential pathways of change. These trials will add much needed evidence for the humanitarian community to meet the unique needs of adolescent girls and to promote

  17. Creating opportunities through mentorship, parental involvement, and safe spaces (COMPASS program: multi-country study protocol to protect girls from violence in humanitarian settings

    Directory of Open Access Journals (Sweden)

    Kathryn L. Falb

    2016-03-01

    Full Text Available Abstract Background Violence against adolescent girls in humanitarian settings is of urgent concern given their additional vulnerabilities to violence and unique health and well-being needs that have largely been overlooked by the humanitarian community. In order to understand what works to prevent violence against adolescent girls, a multi-component curriculum-based safe spaces program (Creating Opportunities through Mentorship, Parental involvement and Safe Spaces – COMPASS will be implemented and evaluated. The objectives of this multi-country study are to understand the feasibility, acceptability and effectiveness of COMPASS programming to prevent violence against adolescent girls in diverse humanitarian settings. Methods/design Two wait-listed cluster-randomized controlled trials are being implemented in conflict-affected communities in eastern Democratic Republic of Congo (N = 886 girls aged 10–14 years and in refugee camps in western Ethiopia (N = 919 girls aged 13–19 years. The intervention consists of structured facilitated sessions delivered in safe spaces by young female mentors, caregiver discussion groups, capacity-building activities with service providers, and community engagement. In Ethiopia, the research centers on the overall impact of COMPASS compared to a wait-list group. In DRC, the research objective is to understand the incremental effectiveness of the caregiver component in addition to the other COMPASS activities as compared to a wait-list group. The primary outcome is change in sexual violence. Secondary outcomes include decreased physical and emotional abuse, reduced early marriage, improved gender norms, and positive interpersonal relationships, among others. Qualitative methodologies seek to understand girls’ perceptions of safety within their communities, key challenges they face, and to identify potential pathways of change. Discussion These trials will add much needed evidence for the humanitarian

  18. Adapting a successful inquiry-based immersion program to create an Authentic, Hands- on, Field based Curriculum in Environmental Science at Barnard College

    Science.gov (United States)

    Kenna, T. C.; Pfirman, S.; Mailloux, B. J.; Martin, S.; Kelsey, R.; Bower, P.

    2008-12-01

    Adapting a successful inquiry-based immersion program to create an Authentic, Hands-on, Field based Curriculum in Environmental Science at Barnard College T. C. Kenna, S. Pfirman, B. J. Mailloux, M. Stute, R. Kelsey, and P. Bower By adapting a successful inquiry-based immersion program (SEA semester) to the typical college format of classes, we are improving the technical and quantitative skills of undergraduate women and minorities in environmental science and improving their critical thinking and problem-solving by exposing our students to open-ended real-world environmental issues. Our approach uses the Hudson River Estuary as a natural laboratory. In a series of hands-on inquiry-based activities, students use advanced equipment to collect data and samples. Each class session introduces new analytical and data analysis techniques. All classes have the connecting theme of the river. Working with real data is open-ended. Our major findings as indicated by surveys as well as journaling throughout the semester are that the field- based experience significantly contributed to student learning and engagement. Journaling responses indicated that nearly all students discussed the importance and excitement of an authentic research experience. Some students were frustrated with data irregularities, uncertainty in methods and data, and the general challenge of a curriculum with inherent ambiguity. The majority were satisfied with the aims of the course to provide an integrative experience. All students demonstrated transfer of learned skills. This project has had a significant impact on our undergraduate female students: several students have pursued senior thesis projects stemming from grant activities, stating that the field activities were the highlight of their semester. Some students love the experience and want more. Others decide that they want to pursue a different career. All learn how science is conducted and have a better foundation to understand concepts such

  19. Determining customer satisfaction in anatomic pathology.

    Science.gov (United States)

    Zarbo, Richard J

    2006-05-01

    Measurement of physicians' and patients' satisfaction with laboratory services has become a standard practice in the United States, prompted by national accreditation requirements. Unlike other surveys of hospital-, outpatient care-, or physician-related activities, no ongoing, comprehensive customer satisfaction survey of anatomic pathology services is available for subscription that would allow continual benchmarking against peer laboratories. Pathologists, therefore, must often design their own local assessment tools to determine physician satisfaction in anatomic pathology. To describe satisfaction survey design that would elicit specific information from physician customers about key elements of anatomic pathology services. The author shares his experience in biannually assessing customer satisfaction in anatomic pathology with survey tools designed at the Henry Ford Hospital, Detroit, Mich. Benchmarks for physician satisfaction, opportunities for improvement, and characteristics that correlated with a high level of physician satisfaction were identified nationally from a standardized survey tool used by 94 laboratories in the 2001 College of American Pathologists Q-Probes quality improvement program. In general, physicians are most satisfied with professional diagnostic services and least satisfied with pathology services related to poor communication. A well-designed and conducted customer satisfaction survey is an opportunity for pathologists to periodically educate physician customers about services offered, manage unrealistic expectations, and understand the evolving needs of the physician customer. Armed with current information from physician customers, the pathologist is better able to strategically plan for resources that facilitate performance improvements in anatomic pathology laboratory services that align with evolving clinical needs in health care delivery.

  20. Design of customer knowledge management system for Aglaonema Nursery in South Tangerang, Indonesia

    Science.gov (United States)

    Sugiarto, D.; Mardianto, I.; Dewayana, TS; Khadafi, M.

    2017-12-01

    The purpose of this paper is to describe the design of customer knowledge management system to support customer relationship management activities for an aglaonema nursery in South Tangerang, Indonesia. System. The steps were knowledge identification (knowledge about customer, knowledge from customer, knowledge for customer), knowledge capture, codification, analysis of system requirement and create use case and activity diagram. The result showed that some key knowledge were about supporting customer in plant care (know how) and types of aglaonema including with the prices (know what). That knowledge for customer then codified and shared in knowledge portal website integrated with social media. Knowledge about customer were about customers and their behaviour in purchasing aglaonema. Knowledge from customer were about feedback, favorite and customer experience. Codified knowledge were placed and shared using content management system based on wordpress.

  1. Measuring Customer Satisfaction: Practices of Leading Military and Commercial Service Organizations

    Science.gov (United States)

    1994-09-01

    Satisfaction and Its Determinants .................................. 2-10 4-A. UCS Customer Relationship Management Strategies...urgency (61 :ix) An integral part of UCS’s quality program is its cus, ner relationship management program. Figure 4-A shows how the customer impacts...scale in five broad areas: planning, financial management , program management , schedule, and working relationships . Internal customer satisfaction is

  2. Co-creating service recovery after service failure: The role of brand equity

    OpenAIRE

    Hazee, Simon; Van Vaerenbergh, Yves; Armirotto, Vincent

    2017-01-01

    Co-creating service recovery with customers has recently appeared as a new perspective in service research. Prior research demonstrates the effectiveness of co-created recovery strategies in driving customer outcomes, and out- lines when co-creating a service recovery is recommended. This paper complements prior research not only by demonstrating the mediating role of outcome favorability in the relationship between co-created service recov- ery and customer outcomes, but also by showing whet...

  3. Identifying, meeting, and assessing customer expectations

    International Nuclear Information System (INIS)

    Danner, T.A.

    1995-01-01

    Maintaining proficiency in carrying out mission goals is fundamental to the success of any organization. The definitive mission of the Waste Management and Remedial Action Division (WMRAD) of Oak Ridge National Laboratory (ORNL) is open-quotes to conduct waste management activities in a compliant, publicly acceptable, technically sound, and cost-efficient mannerclose quotes. In order to effectively fulfill this mission, must meet or exceed several standards in respect to our customers. These include: (1) identifying current and future customer expectations; (2) managing our relationships with our customers; (3) ensuring our commitment to our customers; and (4) measuring our success m customer satisfaction. Our customers have a great variety of requirements and expectations. Many of these are in the form of local, state, and federal regulations and environmental standards. Others are brought to our attention through inquires made to the Department of Energy (DOE).Consumer surveys have proven to be effective tools which have been used to make improvements, enhance certain program elements, and identify beneficial areas in already existing programs. In addition, national working groups, technology transfer meetings, and manager/contractor's meeting offer excellent opportunities to assess our activities

  4. Direct Student Loan Program: Management Actions Could Enhance Customer Service. Report to the Ranking Minority Member, Committee on Health, Education, Labor, and Pensions, U.S. Senate.

    Science.gov (United States)

    General Accounting Office, Washington, DC.

    This report suggests to congress that they consider clarifying whether Education may regulate the fees charged to borrowers under the Direct Loan Program. It also suggests that FSA collect information from schools that could be used to make improvements to the Direct Loan Program. (Author)

  5. Upgradable Software Product Customization by Code Query

    DEFF Research Database (Denmark)

    Vaucouleur, Sebastien

    The professional press on enterprise systems warns its readers: Costly., A return on investment killer. , Be prepared!. What can create some much af- iction and turmoil in an otherwise very successful industry? Come and meet the dreadful upgrade problem. Enterprise systems are prime examples...... of a subset of software systems that we call software products: software that needs special support for customization. Through customization, external companies can modify part of the original product to better t the needs of a niche market. Upon the release of a new version of the original software product...

  6. Non-intrusive identification of residential customers

    Energy Technology Data Exchange (ETDEWEB)

    Mielczarski, W.; Lech, M.; Michalik, G. [Monash Univ., Electrical and Computer Systems Engineering Dept., Clayton, VIC (Australia)

    1997-11-01

    We present a new approach which identifies the number of customers within particular categories living in a chosen area of energy supply. This identification is made from total energy consumption measured at distribution feeders by applying characteristic patterns of energy use and nonlinear programming techniques. Customers were segmented into four main categories with six sub-groups in each category. A total pattern of energy use was obtained by summing for each sub-group the energy consumption which is based on the characteristic patterns of energy use for that sub-group and the number of customers in that sub-group. Simulations were carried out to verify different optimization procedures. Results show that a variable matrix optimization procedure can identify customers most accurately by minimizing the assumed objective function to a negligible value after 100 iterations. (author)

  7. Customer-based collection development an overview

    CERN Document Server

    2014-01-01

    This essential guide to customer-based/patron-driven collection development will allow librarians to navigate the rapid changes in what users expect of libraries. The traditional "top down" approach to collection development definitely has its drawbacks: even after spending a good deal of time, energy, and resources, librarians are sometimes frustrated to find that their library's collection is not being used as they anticipated. But there's another strategy that's gaining momentum. This book gathers together the best practitioners in the emerging field of customer-based collection development to find out what library users need and want and provide strategies to allow librarians to manage collections accordingly. Drawing on the experiences of professionals from a variety of academic and public libraries, Customer-based Collection Development: * Offers strategies for planning and implementing a customer-based collection program * Summarizes its potential impact on a library's budget * Discusses cataloguing im...

  8. Customer Satisfaction in Internal Customer Service : Case: Abloy Oy Internal Customer Service

    OpenAIRE

    Turunen, Susanna

    2011-01-01

    ABSTRACT Turunen, Susanna Marita 2011. Customer Satisfaction in Internal Customer Service. Case: Abloy Oy Internal Customer Service. Master’s thesis. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 73. Appendix 1. This thesis discusses and studies service quality and customer satisfaction in internal customer service. The main objective is to find out what the service quality level in the internal customer service at Abloy Oy is and whether there exists a diffe...

  9. Empirical research on Kano's model and customer satisfaction.

    Science.gov (United States)

    Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen

    2017-01-01

    Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.

  10. Empirical research on Kano’s model and customer satisfaction

    Science.gov (United States)

    Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen

    2017-01-01

    Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction. PMID:28873418

  11. Shouldn’t customers control customized product development

    NARCIS (Netherlands)

    Smets, L.P.M.; Langerak, F.; Rijsdijk, S.A.

    2013-01-01

    Nowadays, customized product development (CPD) is increasingly prevalent in business-to-business settings, which has motivated manufacturers into development approaches wherein the customer plays an active role. When the customer is merely viewed as a passive receiver of the customized product, the

  12. Customer complaints and recovery effectiveness : A customer base approach

    NARCIS (Netherlands)

    Knox, G.; van Oest, R.D.

    2014-01-01

    Although customer complaints are a well-studied aspect of business, no study has measured the impact of actual complaints and recoveries on subsequent customer purchasing. The authors develop a customer base model to investigate the effectiveness of recovery in preventing customer churn. They

  13. The Impact of Evaluating Customer Complaints in Hotel Enterprises and Service Quality Perceptions on Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Burhan KILIÇ

    2013-12-01

    Full Text Available Service enterprises can maintain competitiveness as long as adapting to constantly changing environmental conditions and customer expectations.enterprise which is unable to satisfy its customers with the service offered, it is observed that customers react to quality of the service with complaining behaviors. Therefore, evaluating the complaints and producing solutions are expected to increase the level of the service quality perceptions and it is generally hoped that this situation creates loyal customers. In this context, the study was conducted in a five-star hotel operating in İstanbul and the data were collected through questionnaire forms. Descriptive statistics were applied to clarify the data of the study and the frequency values were used. In order to measure the level, direction and the effect of the variables, correlation and regression analysis were consulted.It was understood that displaying positive attitude and behavior to produce solutions for complaints by the service staff, created a positive impact on the perception of service quality. In addition, the customers whose complaints were responded positively exhibited behavioral and attitudinal aspects of loyalty with being repeat customers and recommending the hotel to friends and relatives

  14. A MANAGERIAL AND COST ACCOUNTING APPROACH OF CUSTOMER PROFITABILITY ANALYSIS

    Directory of Open Access Journals (Sweden)

    CARDOS Ildiko Reka

    2010-07-01

    Full Text Available In the last years many organizations realized that market orientation is essential to their success. Satisfying the needs of customers, offering them products and services which meet their desires and demands, customer loyalty can increase profitability for long term. After analyzing the existing journal literature in this field we would like to emphasize that managerial accounting, cost calculation methods and techniques, the analysis of costs provides relevant information when analyzing the customer’s profitability. We pay special attention on cost systems. An activity based costing approach takes customer profitability to new levels of accuracy and usefulness, provides the basis for creating, communicating and delivering value to the customers.

  15. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

    Lindgren, Peter; Jørgensen, Jacob Høj; Goduscheit, René Chester

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been on diffe......Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... on different types of organisational setup to the product development model and process. The globalization and enhanced competitive markets are however changing the innovation game and the challenge to innovation leadership Excellent product development innovation and leadership seems not any longer to enough...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  16. What drives customer choice in competitive power markets? Final report

    International Nuclear Information System (INIS)

    Cates, S.

    1998-12-01

    Understanding what drives customer choice is a crucial first step toward meeting customer needs in competitive power markets. To understand the key drivers of customer choice, Research Triangle Institute (RTI) conducted in-depth telephone interviews with 150 customers in California, Pennsylvania, and Rhode Island and with 12 energy service providers (ESPs) serving these states. Because it is a qualitative study, the number of interviews is small; however, these interviews provide a first look at actual choice behavior in the US. This study also drew on previous EPRI research on customer choice and switching intentions, the US pilot program experience, actual customer choice behavior in international markets, and lessons learned in other deregulated industries. This study identified by customer sector--residential, small and medium commercial and industrial (C/I), and large C/I--the factors customers consider when choosing an electricity supplier, customers' reasons for switching electricity supplier, and customers' reasons for not switching. One of the key findings of the study is that the key driver for switching electricity supplier is the desire to save money. In markets where energy service providers can offer significant savings, customers are switching; but, in markets where no price incentives exist, customers are reluctant to switch

  17. Pengaruh Customer Perceived Value Terhadap Customer Satisfaction PT. Xyz

    OpenAIRE

    Sucahyo, Martinus Wilman

    2017-01-01

    Penelitian ini membahas tentang Customer Perceived Value terhadap Customer Satisfaction PT. XYZ. Dalam penelitian ini, Customer Perceived Value diukur melalui dimensi Core Product Value, Service Value dan Relationship Value. Masing-masing dimensi ini akan diuji pengaruhnya terhadap Customer Satisfaction, baik secara simultan maupun secara parsial, serta dimensi mana yang paling berpengaruh terhadap Customer Satisfaction. Sampel penelitian berjumlah 100 pelanggan PT. XYZ. Data penelitian diola...

  18. Sustainable Development of Slow Fashion Businesses: Customer Value Approach

    Directory of Open Access Journals (Sweden)

    Sojin Jung

    2016-06-01

    Full Text Available As an alternative to the prevalent fast fashion model, slow fashion has emerged as a way of enhancing sustainability in the fashion industry, yet how slow fashion can enhance profitability is still largely unknown. Based on a customer value creation framework, this study empirically tested a structural model that specified the slow fashion attributes that contribute to creating perceived customer value, which subsequently increases a consumer’s intention to buy and pay a price premium for slow fashion products. An analysis of 221 U.S. consumer data revealed that delivering exclusive product value is significantly critical in creating customer value for slow fashion, and customer value, in turn, positively affects consumers’ purchase intentions. Further analysis also revealed that different slow fashion attributes distinctively affect customer value. This provides potential strategies on which slow fashion businesses can focus to secure an economically sustainable business model, thereby continuously improving environmental and social sustainability with the slow fashion ideal.

  19. Enhancing customer value

    International Nuclear Information System (INIS)

    Gabel, B.

    1996-01-01

    A discussion on how Westcoast Gas Services Inc., is striving to meet customer satisfaction was presented. A strategic business unit called storage, transportation and service is a customer-centered, energy service enterprise dedicated to providing value-added service. The company is placing emphasis on better coordination of sales and marketing activities, especially in areas of customer relationship management and product development. Deregulation was responsible for the changing marketplace. It resulted in increased competition, energy alliances and multi-fuel opportunities. Some of the ways Westcoast Gas Service plans to survive and prosper in this new world of competition were outlined. Among the ideas mentioned were consumer orientation, superior information about consumers and competitors, quick adaptation to changing market conditions, anticipation of consumer needs, and appropriate product development

  20. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

    B.G.C. Dellaert (Benedict); S. Stremersch (Stefan)

    2004-01-01

    textabstractIncreasingly, firms adopt mass customization, which allows consumers to customize products by self-selecting their most preferred composition of the product for a predefined set of modules. For example, PC vendors such as Dell allow customers to customize their PC by choosing the type of

  1. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

    For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence,

  2. SOCIAL CRM FOR CUSTOMER KNOWLEDGE MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Dorota Buchnowska

    2014-12-01

    Full Text Available The recent development and expansion of Web 2.0 technologies have created remarkable opportunities for Customer Knowledge Management (CKM. The goals of this paper are to analyze how organizations can apply Social CRM (social technologies integrated with traditional CRM systems systems for CKM and to investigate what benefits they may derive from the use of social technologies. To achieve these objectives, the article shows the concept of Social CRM, differences between CRM and SCRM, and a review of CKM models presented in the literature. Then, there are indicated the possibilities of using SCRM solutions in the processes of customer knowledge management, and there are presented examples of the use of different types of social media in the management of different types of customer knowledge.

  3. Optimal contracts decision of industrial customers

    International Nuclear Information System (INIS)

    Tsay, M.-T.; Lin, W.-M.; Lee, J.-L.

    2001-01-01

    This paper develops a software package to calculate the optimal contract capacities for industrial customers. Based on the time-of-use (TOU) rates employed by the Taiwan Power Company, the objective function is formulated, to minimize the electricity bill of industrial customers during the whole year period. Evolutionary programming (EP) was adopted to solve this problem. Users can get the optimal contract capacities for the peak load, semi-peak load, and off-peak load, respectively. Practical load consumption data were used to prove the validity of this program. Results show that the software developed in this paper can be used as a useful tool for industrial customers in selecting contract capacities to curtail the electricity bill. (author)

  4. Customer value & business success in the 21st century.

    Science.gov (United States)

    Szablowski, P A

    2000-01-01

    Many health care organizations are realizing the importance of understanding the needs and expectations of customers and prospective customers, coupled with developing services that best meet and exceed those expectations. These concepts represent an innovative yet fundamental approach to building success beyond the clinical aspects. To create, build on, and measure the "customer value factor" in its bottom line, health care organizations must (1) understand how meeting and exceeding the needs and expectations of customers will become the most significant differentiator of true business value, (2) learn how to develop realistic, measurable, and successful customer value processes within complex organizations, (3) understand how customer value can link with the power of strategic communications to become the new currency for the next millennium.

  5. An empirical study to identify and rank CSFs in customer relationship management (CRM: A case study of oil products distribution

    Directory of Open Access Journals (Sweden)

    Seyed Mehdi Tofighi

    2011-10-01

    Full Text Available Customer relationship management (CRM is founded based on the value exchange between organization and customers and focuses merely on the value created in this connection. In this paper, the critical success factors are identified for a proper and effective implementation of CRM for an oil distribution company. The proposed survey of this paper identifies some important factors affecting the CRM implementation and determines the most important ones using a survey. The results indicate that there are twelve factors playing the most important roles on the success of CRM. There are CRM strategy, knowledge management in customer relationship, CRM technology, effective strategic committee, management of customer contact channels, customer information management, customer-oriented change management, training programs, strategic communication with staff, staff commitment, integration, and sectional implementation. We categorize the factors into two levels based on the level of their importance. The first level consists of the most important ones include only four items and the other eight items are categorized in level 2.

  6. Emotional Satisfaction of Customer Contacts

    OpenAIRE

    Güngör, Hüseyin

    2007-01-01

    For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, ...

  7. Building Agents to Serve Customers

    OpenAIRE

    Barbuceanu, Mihai; Fox, Mark S.; Hong, Lei; Lallement, Yannick; Zhang, Zhongdong

    2004-01-01

    AI agents combining natural language interaction, task planning, and business ontologies can help companies provide better-quality and more costeffective customer service. Our customer-service agents use natural language to interact with customers, enabling customers to state their intentions directly instead of searching for the places on the Web site that may address their concern. We use planning methods to search systematically for the solution to the customer's problem, ensuring that a r...

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

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

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

  9. The impact of customer-specific marketing expenses on customer retention and customer profitability

    NARCIS (Netherlands)

    van Triest, S.; van Raaij, E.M.; Bun, M.; Vernooij, M.

    2007-01-01

    We study the effects of customer-specific marketing expenses on customer retention and cus-tomer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a type of expenses targeted at individual customer relationships: the

  10. The impact of customer-specific marketing expenses on customer retention and customer profitability

    NARCIS (Netherlands)

    van Triest, S.; Bun, M.J.G.; van Raaij, E.M.; Vernooij, M.J.A.

    2009-01-01

    We study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual customer

  11. Students as Customers?

    Science.gov (United States)

    Cuthbert, Rob

    2010-01-01

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

  12. Making Product Customization Profitable

    DEFF Research Database (Denmark)

    Mortensen, Niels Henrik; Hvam, Lars; Haug, Anders

    2010-01-01

    The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply...

  13. Service quality and perceived customer value in community pharmacies.

    Science.gov (United States)

    Guhl, Dennis; Blankart, Katharina E; Stargardt, Tom

    2018-01-01

    A patient's perception of the service provided by a health care provider is essential for the successful delivery of health care. This study examines the value created by community pharmacies-defined as perceived customer value-in the prescription drug market through varying elements of service quality. We develop a path model that describes the relationship between service elements and perceived customer value. We then analyze the effect of perceived customer value on customer satisfaction and loyalty. We use data obtained from 289 standardized interviews on respondents' prescription fill in the last six months in Germany. The service elements personal interaction (path coefficient: 0.31), physical aspect (0.12), store policy (0.24), and availability (0.1) have a positive significant effect on perceived customer value. Consultation and reliability have no significant influence. We further find a strong positive interdependency between perceived customer value, customer satisfaction (0.75), and customer loyalty (0.71). Thus, pharmacies may enhance customer satisfaction and loyalty if they consider the customer perspective and focus on the relevant service elements. To enhance benefit, personal interaction appears to be most important to address appropriately.

  14. Measuring customer loyalty using an extended RFM and clustering technique

    Directory of Open Access Journals (Sweden)

    Zohre Zalaghi

    2014-05-01

    Full Text Available Today, the ability to identify the profitable customers, creating a long-term loyalty in them and expanding the existing relationships are considered as the key and competitive factors for a customer-oriented organization. The prerequisite for having such competitive factors is the presence of a very powerful customer relationship management (CRM. The accurate evaluation of customers’ profitability is considered as one of the fundamental reasons that lead to a successful customer relationship management. RFM is a method that scrutinizes three properties, namely recency, frequency and monetary for each customer and scores customers based on these properties. In this paper, a method is introduced that obtains the behavioral traits of customers using the extended RFM approach and having the information related to the customers of an organization; it then classifies the customers using the K-means algorithm and finally scores the customers in terms of their loyalty in each cluster. In the suggested approach, first the customers’ records will be clustered and then the RFM model items will be specified through selecting the effective properties on the customers’ loyalty rate using the multipurpose genetic algorithm. Next, they will be scored in each cluster based on the effect that they have on the loyalty rate. The influence rate each property has on loyalty is calculated using the Spearman’s correlation coefficient.

  15. Assured clean power enhances customer service

    International Nuclear Information System (INIS)

    Angell, D.; Venosdel, K.; Padaca, V.

    1998-01-01

    Steps taken by Idaho Power Co. (IPCO) in Boise, Idaho, to increase efficiency and reduce costs by installing more distribution automation capabilities were outlined. The utility monitors the quality and reliability of power supplied to hi-tech industrial customers through state-of-the-art, client-server software linked to digital meters. The digital metering was integrated into the company's existing supervisory control and data acquisition (SCADA) and energy management systems (EMS). IPCO's territory covers about 51,800 sq km throughout southern Idaho, eastern Oregon and northern Nevada and consists of 79 towns and a dispersed population of 700,000. Many of the customers are farmers. Seventeen hydro and three coal-fired plants supply the diverse customer population with power through 234 substations. Box and mobile substations are used to reach the company's dispersed customer base. The digital power meters (3710 ACM) from Power Measurements Ltd. of Victoria, British Columbia, were installed about six years ago. They are used to analyze collected data and to prevent the utility from overloading its equipment and risking customer power outages. The data is also used to help farmers increase the efficiency of their water pumps. The meter is programmable, allowing IPCO to choose the information it wants to monitor, including harmonics-created problems in its distribution system. The new meters also eliminate the need for extra transducers to collect voltage, current, watts and VAR information. 2 figs

  16. Customer Oriented System of Values Research

    Directory of Open Access Journals (Sweden)

    Teodora ROMAN

    2014-12-01

    Full Text Available There is a wind of change in the past few years in the business environment regarding the customer value perspectives. This paper delivers a framework that entails the value creation development. Academics and business practitioners are interested in defining the concept of value and, more clearly, customer value. The objective met by the system of values in a company is to create principles that deliver the image of company internally and externally. It is about what the employees should know and what the customer should feel or see related to that company. It is very important from the point of view of competition in the market. The purpose of this study is to analyze and characterize through an econometric model the importance of customer oriented system of value in the companies from Iasi through a defined database. Identification of subgroups within the database could help elucidate trends and facilitate future model value building. The main objective is to reveal if the companies from Iasi have a stated or applied system of value and which is the place of customer-oriented value occupies in any system of value from the companies from Iasi. The foundations of the projects ensure that the design is conducted effectively and efficiently. Findings can be used as recommendations for the firms in Iasi because this paper considers and quantifies how the system of value of an organization is addressed and its importance in the context of the companies of Iasi County.

  17. Assessment criteria of Polish customs services effectiveness in customs clearance of foreign trade goods

    Directory of Open Access Journals (Sweden)

    Katarzyna Szmyd

    2013-09-01

    Full Text Available In recent years Polish customs administration has undergone substantial changes not only in its structure but also in terms of tasks execution. Upon Poland’s accession to the European Union the western border was transformed into the internal border whereas the eastern border into the external border of the European Union, which led to a range of changes in the Customs Service. Those transformations made it necessary to lift customs control at border crossings from the western side. While becoming external border of the European Union Poland was obliged to adjust customs procedures to the Union standards. The abovementioned changes necessitated the need for organizational and structural transformation within the Customs Service. While performing statutory tasks the Customs Service provides safety and security for its citizens, makes it easier for reliable entrepreneurs to run their business activity as well as cares for the country’s finances. The effectiveness of the Customs Services depends to a large extent on functional infrastructure, state-of-the-art control devices, reliable communication system and innovative information solutions. It should improve the quality of the services provided, which would facilitate commodity circulation and make it possible to provide the merchandise straight to the entrepreneur, who deals with customs formalities on his or her own. Implementing new solutions – improvements by the Customs Service will provide substantial acceptance of its activities by citizens as well as entrepreneurs through providing more valuable services for the community, creating new possibilities in terms of business servic-ing by tapping into the already existing resources (effectiveness – better resource orientation, economy – better resource employment.

  18. Creating an Economically Enabling and Competitive Business ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    Creating an Economically Enabling and Competitive Business Environment in the West Bank and Gaza Strip. The prospect of indefinite Israeli occupation of the Palestinian territories, and their extreme dependence on foreign assistance and Israeli-controlled customs revenues, had led to the conclusion that the Palestinian ...

  19. Relationship Marketing Through the Prism of Customer Loyalty

    OpenAIRE

    Bivainis, Juozas

    2011-01-01

    The paper sistemically analyzes two complex phenomena relevant to practice and science – mixture of relationship marketing and customer loyalty. The following fundamental aspects of these phenomena were analyzed: the historical context of relationship marketing and customer loyalty, content of relationship marketing at strategic and tactical levels, the most popular features of relationship marketing strategies, specifics of loyalty status change, the place of customer loyalty programs in mar...

  20. CUSTOMS POLICY, CUSTOMS BUSINESS, CUSTOMS REGULATION: TO PROBLEM OF CONCEPTION CORRELATIONS

    OpenAIRE

    A. D. Molokovich; K. N. Shabeka

    2010-01-01

    Theoretical and methodological comprehension of customs regulation place and role in provision of trade and transport activity under conditions of world integration processes is considered in the paper.The essence of such economic categories as «customs policy», «customs regulation», «customs and tariff regulation», «customs business» is ascertained with the help of justified argumentation, clear conception approaches.

  1. Design to learn: customizing services when the future matters

    Directory of Open Access Journals (Sweden)

    Dan Ariely

    2013-04-01

    Full Text Available Internet-based customization tools can be used to design service encounters that maximize customers' utility in the present or explore their tastes to provide more value in the future, where these two goals conflict with each other. Maximizing expected customer satisfaction in the present leads to slow rates of learning that may limit the ability to provide quality in the future. An emphasis on learning can lead to unsatisfied customers that will not only forego purchasing in the current period, but, more seriously, never return if they lose trust in the service provider's ability to meet their needs. This paper describes service design policies that balance the objectives of learning and selling by characterizing customer lifetime value as a function of knowledge. The analysis of the customization problem as a dynamic program yields three results. The first result is the characterization of customization policies that quantify the value of knowledge so as to adequately balance the expected revenue of present and future interactions. The second result is an analysis of the impact of operational decisions on loyalty, learning, and profitability over time. Finally, the quantification of the value of knowing the customer provides a connection between customer acquisition and retention policies, thus enhancing the current understanding of the mechanisms connecting service customization, value creation, and customer lifetime value.

  2. Enacting personal wellbeing by controlling customers

    OpenAIRE

    Hagberg, Niklas

    2016-01-01

    Abstract Purpose – The aim of this thesis is to describe and explain how service employees create personal wellbeing through improving the customer’s experience of the service by being proactive in their work, continuously running the service interaction and stimulating the customer. Design/methodology/approach – The study takes on a qualitative approach and data was collected through a primary analysis of 9 extensive interviews performed on service providers within the mobility service-bus...

  3. Developing the Concept for New Customer Acquisition for an R&D Organization

    OpenAIRE

    Hartikainen, Timo

    2015-01-01

    This Master’s Thesis focuses on developing a holistic, new customer acquisition concept for a research and development organization. The developed concept considers and contains all key aspects of the customer acquisition. It starts from attracting prospective companies via value offering and brand development, suggested by the Customer Equity Framework (CEF), and includes managing the customer base via Key Account Management (KAM) program in order to find and segregate the customers with the...

  4. Influence Preceived Customer Value and Customer Satisfaction Against Customer Loyality (Case Studies in the Tourism Industry Three Star Hotel in Jepara)

    OpenAIRE

    Istanto, Yuni

    2013-01-01

    Marketing in the twenty-first century experienced remarkable changes, with the inclusion of progress in the fieldof global information technology through the internet media. In this era many products / services that arepresented through the media, so that the consumer or customer before making a purchase will create aperceived value that customers (CPV) (Kotler, 2009: 134) about the product / service to be bought. The conceptof value is one of the basic elements of the theory of marketing (Am...

  5. Standards and Customer Service: Employees Behavior towards Customers

    Directory of Open Access Journals (Sweden)

    Venelin Terziev

    2017-09-01

    Full Text Available Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. The development and implementation of standards requires the organization to accurately determine customer service types, the cost of providing alternative services, and measures for measuring and controlling the services provided. At the core of the developed and implemented standards is the development and establishment of the customer service policy, which should start with a consumer demand analysis. The definition of customer service level should allow for quantitative measurement because the vague and quantifiable policy does not provide opportunities for evaluation and control of the activities and expenses of customer service. When developing service standards, it is appropriate to apply an algorithm that focuses primarily on standards related to employee behavior towards customers. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behavior toward customers.

  6. How to strengthen customer loyalty, using customer segmentation?

    Directory of Open Access Journals (Sweden)

    MELNIC Elena Lidia

    2017-01-01

    Full Text Available Do you provide exceptional customer service?”, “Is the customer service in your company extraordinary?” “How to convert satis fied customers into loyal customers?” - are the most frequent questions of today’s managers and have driven the research on this article to getting the answer to a highly important marketing topic “How to strengthen customer loyalty using customer segmentation?”. Anyone who has bought a product or a service has probably suffered at least once from a company’s apparent indifference to what should be its first concern: the customer experiences. If this is the case, the company is in a wrong direction, since loyalty is the most powerful tool in today competitive market. To strengthen the bonds with these high-profit customers, innovative companies are deploying enterprise-wide strategies built on consumer segmentation.

  7. The Effectiveness Of The Intelligence E-CRM Application In Enhancing Positive Customer Relationships

    Directory of Open Access Journals (Sweden)

    Bashar Ahmed

    2015-07-01

    Full Text Available AbstractE-CRM electronic customer relationship management is a derivation from CRM techniques which influenced direct marketing technology and call Centre to promote massively created products and services to small sub-segments of market. When CRM techniques are incorporated in e-commerce environment it becomes E-CRM which involves building a strong and sustainable customer relationship by using Internet. It is a strategy which is purely based on Internet and software development it requires to create essential integrated software suite to deal with all kinds of customer related issues like customer services sales and marketing field support. The essential parts of E-CRM are to focus on building new customer base segmentation of high valued customers enhancing the profitability of existing customer and maximize the value and life of profitable customers.

  8. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    OpenAIRE

    Tereza Vebrová; Kateřina Venclová; Stanislav Rojík

    2016-01-01

    Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary ...

  9. Creating Practitioners of Design for Quality through Education

    DEFF Research Database (Denmark)

    Robotham, Antony John

    1998-01-01

    The above paper described my experiences of teaching engineering students to be able to create products of the highest design quality. The paper identifies the need to have a good understanding of the needs of the customer and to be able to create products, which have a range of quality attributes...... would be of higher quality and provide greater customer satisfaction if designers were continually aware of all life-phase needs....

  10. Technology acceptance model and the paths to online customer loyalty in an emerging market

    Directory of Open Access Journals (Sweden)

    Nguyen Thi Tuyet Mai

    2013-12-01

    Full Text Available The technology acceptance model (TAM has been well-known for decades. However, the global adoption of the Internet creates new interests in utilizing TAM in e-commerce and the post-consumption intention, especially in emerging markets. Data was collected from 758 online customers via a web-based survey in Vietnam. Particular contribution of the results is that perceived usefulness, perceived ease of use, fairness, trust and the quality of the customer interface have direct or indirect impacts on customer satisfaction and customer loyalty. Moreover, in emerging markets, trust was outlined as the strongest factor contributing to customer satisfaction and leading to customer loyalty.

  11. Customization of biomedical terminologies.

    Science.gov (United States)

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

    2012-01-01

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

  12. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

    Full Text Available The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales services, measurement of customer satisfaction, complaint management. The indicators were made sequentially operational in order to translate customer relationship development into specific activities designed to increase business performance. Based on a set of customer indicators four scientific hypotheses were tested. We proved that strong customer orientation has a positive impact on business performance. Out of nine indicators, seven of them have a strong impact on business outcomes. The research confirms that business performance increases with firm size and market density, and that introduction of quality management systems improves company performance. Finally, the appropriateness of the customer relationship indicators applied in human resources recruitment companies is discussed.

  13. Concept for creating program-technical complex of safety monitoring with system of safety parameters presentation functions on the basis of routine WWER-1000 systems

    International Nuclear Information System (INIS)

    Dunaev, V.G.; Tarasov, M. V.; Povarov, P.V.

    2005-01-01

    Prerequisites of creating the software-hardware complex for reactor safety monitoring on the Volgodonsk NPP are analyzed and generalized. The concept of this complex is based on functions of the safety parameters presentation system. It will serve as an interface between operator and technological process and give to operator a possibility to estimate quickly the state of the safety of the nuclear power unit. The complex will be created on the basis of routine reactor monitoring and control systems intended for the WWER-1000 reactor. In addition to existing soft- and hard-wares for reactor monitoring and for analysis of technological archive, it is proposed to create and connect in parallel the new software-hardware complex which ensures calculation and presentation of generalized factors of reactor safety [ru

  14. Customer retention through supplier-organization-customer relationship management

    OpenAIRE

    Žvirelienė, Renata; Bučiūnienė, Ilona; Škudienė, Vida; Sakalas, Algimantas

    2009-01-01

    The research objective was to assess the relationship marketing outputs' (internal relationship, relationship with customer, relationship with supplier) interrelationship and their relationship with customers' retention. The internal and external relationship dimensions of commitment, satisfaction, trust, communication, cooperation and empathy were used to measure supplier-organization-customer relationship strength. The survey was conducted in cargo vehicles trading industry companies in Lit...

  15. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

    Verhoef, Peter C.; Reinartz, Werner J.; Krafft, Manfred

    Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that

  16. Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

    OpenAIRE

    Sandra-Dinora Orantes-Jiménez; Graciela Vázquez-Álvarez; Ricardo Tejeida-Padilla

    2017-01-01

    Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailo...

  17. Partnership with the customer

    Science.gov (United States)

    Trachta, Gregory S.

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

  18. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    Directory of Open Access Journals (Sweden)

    Sri Mulyani

    2014-02-01

    Full Text Available Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  information  system  that  can  be  used  to  gain  competitive advantage organizations. Structural Equation Modeling is used to obtain indicators of customer loyalty. Customer loyalty info rmation system designed using prototype system development and modeling analysis using Data Flow Diagram, database design using  Entity Relationship  Diagram,  and  a  web-based  interface.  Web-based  information  systems  that  provide online  customer  survey  facilities  and analysis  results  in  the  form  of  customer  loyalty  index  values  shaped  by  the  dynamic  graphic  indicator  of  loyalty  according  to  the empirical study of customer loyalty that can be used to gain competitive advantage. The value of customer loyalty index cons ists of four main variables, namely: the ability to anticipate customer value, customer value anticipation peace, customer satisfaction, and loyalty.Keywords: Customer loyalty, Structural Equation Modeling, Index loyalty, Competitive advantage

  19. VISMASHUP: streamlining the creation of custom visualization applications

    Energy Technology Data Exchange (ETDEWEB)

    Ahrens, James P [Los Alamos National Laboratory; Santos, Emanuele [UNIV OF UTAH; Lins, Lauro [UNIV OF UTAH; Freire, Juliana [UNIV OF UTAH; Silva, Cl' audio T [UNIV OF UTAH

    2010-01-01

    Visualization is essential for understanding the increasing volumes of digital data. However, the process required to create insightful visualizations is involved and time consuming. Although several visualization tools are available, including tools with sophisticated visual interfaces, they are out of reach for users who have little or no knowledge of visualization techniques and/or who do not have programming expertise. In this paper, we propose VISMASHUP, a new framework for streamlining the creation of customized visualization applications. Because these applications can be customized for very specific tasks, they can hide much of the complexity in a visualization specification and make it easier for users to explore visualizations by manipulating a small set of parameters. We describe the framework and how it supports the various tasks a designer needs to carry out to develop an application, from mining and exploring a set of visualization specifications (pipelines), to the creation of simplified views of the pipelines, and the automatic generation of the application and its interface. We also describe the implementation of the system and demonstrate its use in two real application scenarios.

  20. CERTS customer adoption model

    Energy Technology Data Exchange (ETDEWEB)

    Rubio, F. Javier; Siddiqui, Afzal S.; Marnay, Chris; Hamachi,Kristina S.

    2000-03-01

    This effort represents a contribution to the wider distributed energy resources (DER) research of the Consortium for Electric Reliability Technology Solutions (CERTS, http://certs.lbl.gov) that is intended to attack and, hopefully, resolve the technical barriers to DER adoption, particularly those that are unlikely to be of high priority to individual equipment vendors. The longer term goal of the Berkeley Lab effort is to guide the wider technical research towards the key technical problems by forecasting some likely patterns of DER adoption. In sharp contrast to traditional electricity utility planning, this work takes a customer-centric approach and focuses on DER adoption decision making at, what we currently think of as, the customer level. This study reports on Berkeley Lab's second year effort (completed in Federal fiscal year 2000, FY00) of a project aimed to anticipate patterns of customer adoption of distributed energy resources (DER). Marnay, et al., 2000 describes the earlier FY99 Berkeley Lab work. The results presented herein are not intended to represent definitive economic analyses of possible DER projects by any means. The paucity of data available and the importance of excluded factors, such as environmental implications, are simply too important to make such an analysis possible at this time. Rather, the work presented represents a demonstration of the current model and an indicator of the potential to conduct more relevant studies in the future.