WorldWideScience

Sample records for service performance measures

  1. The service of public services performance measurement

    DEFF Research Database (Denmark)

    Lystbæk, Christian Tang

    2014-01-01

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

  2. Reconsidering the measurement of ancillary service performance.

    Science.gov (United States)

    Griffin, D T; Rauscher, J A

    1987-08-01

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

  3. Measuring the performance of maintenance service outsourcing.

    Science.gov (United States)

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

    2013-01-01

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

  4. 75 FR 38725 - Service Performance Measurement

    Science.gov (United States)

    2010-07-06

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

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

    OpenAIRE

    Tzeng, Gwo-Hshiung; Chang, Hung-Fan

    2011-01-01

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

  6. Measuring the performance of G2G services in Iran

    Science.gov (United States)

    Zarei, Behrouz; Safdari, Maryam

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

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

    Science.gov (United States)

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

    2015-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Gwo-Hshiung Tzeng

    2011-09-01

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

  9. Security measures effect over performance in service provider network

    African Journals Online (AJOL)

    pc

    2018-03-05

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

  10. Performance Measurement Systems in Swedish Health Care Services

    OpenAIRE

    Kollberg, Beata

    2007-01-01

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

  11. 76 FR 55619 - Performance Measurement for Special Postal Services

    Science.gov (United States)

    2011-09-08

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

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

    International Nuclear Information System (INIS)

    1993-01-01

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

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

    Science.gov (United States)

    Leksono, Eko Budi; Suparno, Vanany, Iwan

    2017-11-01

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

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

    Directory of Open Access Journals (Sweden)

    Budiman Rusli

    2015-08-01

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

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

    Directory of Open Access Journals (Sweden)

    Mirlinda Batalli

    2015-07-01

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

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

    Science.gov (United States)

    2018-01-11

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

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

    Directory of Open Access Journals (Sweden)

    Abolfazl Danaei

    2014-04-01

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

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

    Science.gov (United States)

    Leksono, EB; Suparno; Vanany, I.

    2018-04-01

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

  19. Measurement framework for product service system performance of generator set distributors

    Science.gov (United States)

    Sofianti, Tanika D.

    2017-11-01

    Selling Generator Set (Genset) in B2B market, distributors assisted manufacturers to sell products. This is caused by the limited resources owned by the manufacturer for adding service elements. These service elements are needed to enhance the competitiveness of the generator sets. Some genset distributors often sell products together with supports to their customers. Industrial distributor develops services to meet the needs of the customer. Generator set distributors support machines and equipment produced by manufacturer. The services delivered by the distributors could enhance value obtained by the customers from the equipment. Services provided to customers in bidding process, ordering process of the equipment from the manufacturer, equipment delivery, installations, and the after sales stage. This paper promotes framework to measure Product Service System (PSS) of Generator Set distributors in delivering their products and services for the customers. The methodology of conducting this research is by adopting the perspective of the providers and customers and by taking into account the tangible and intangible products. This research leads to the idea of improvement of current Product Service System of a Genset distributor. This research needs further studies in more detailed measures and the implementation of measurement tools.

  20. The service of public services performance management

    DEFF Research Database (Denmark)

    Lystbæk, Christian Tang

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

  1. Readiness to adopt a performance measurement system for substance abuse treatment: Findings from the Service Quality Measures initiative

    Directory of Open Access Journals (Sweden)

    B Myers

    2017-02-01

    Full Text Available Background. A performance measurement system – the Service Quality Measures (SQM initiative – has been developed to monitor the quality of South Africa (SA’s substance abuse treatment services. Identifying factors associated with readiness to adopt this system may inform strategies to facilitate its robust implementation. Objective. To examine factors associated with readiness to adopt a performance measurement system among SA substance abuse treatment providers. Methods. We surveyed 81 treatment providers from 13 treatment sites in the Western Cape, SA. The survey examined awareness, resources, organisational climate, leadership support and readiness to adopt the SQM system. Regression analysis was used to identify factors associated with readiness to adopt this system. Results. Readiness to adopt the SQM initiative was high (M=5.64, standard deviation 1.63. In bivariate analyses, caseload size (F=3.73 (degrees of freedom (df=3.70, p=0.015, awareness (r=0.78, p<0.0001, leadership support (r=0.70, p<0.0001, resources (r=0.65, p<0.0001, openness to change (r=0.372, p=0.001, and external pressure to change were associated with readiness to adopt the SQM. In multivariate analyses, only awareness of the SQM initiative (B=0.34, standard error (SE 0.08, t=4.4, p<0.0001 and leadership support (B=0.45, SE 0.11, t=4.0, p<0.0001 were significantly associated with readiness to adopt this system. Conclusion. While treatment providers report high levels of readiness to adopt the SQM system, findings show that the likelihood of adoption can be further increased through improved provider awareness and enhanced leadership support for this health innovation.

  2. Readiness to adopt a performance measurement system for substance abuse treatment: Findings from the Service Quality Measures initiative.

    Science.gov (United States)

    Myers, B; Petersen Williams, P; Johnson, K; Govender, R; Manderscheid, R; Koch, J R

    2017-01-30

    A performance measurement system - the Service Quality Measures (SQM) initiative - has been developed to monitor the quality of South Africa (SA)'s substance abuse treatment services. Identifying factors associated with readiness to adopt this system may inform strategies to facilitate its robust implementation. To examine factors associated with readiness to adopt a performance measurement system among SA substance abuse treatment providers. We surveyed 81 treatment providers from 13 treatment sites in the Western Cape, SA. The survey examined awareness, resources, organisational climate, leadership support and readiness to adopt the SQM system. Regression analysis was used to identify factors associated with readiness to adopt this system. Readiness to adopt the SQM initiative was high (M=5.64, standard deviation 1.63). In bivariate analyses, caseload size (F=3.73 (degrees of freedom (df)=3.70), p=0.015), awareness (r=0.78, p<0.0001), leadership support (r=0.70, p<0.0001), resources (r=0.65, p<0.0001), openness to change (r=0.372, p=0.001), and external pressure to change were associated with readiness to adopt the SQM. In multivariate analyses, only awareness of the SQM initiative (B=0.34, standard error (SE) 0.08, t=4.4, p<0.0001) and leadership support (B=0.45, SE 0.11, t=4.0, p<0.0001) were significantly associated with readiness to adopt this system. While treatment providers report high levels of readiness to adopt the SQM system, findings show that the likelihood of adoption can be further increased through improved provider awareness and enhanced leadership support for this health innovation.

  3. THE PERFORMANCE OF SERVQUAL TO MEASURE SERVICE QUALITY IN PRIVATE UNIVERSITY

    Directory of Open Access Journals (Sweden)

    Leonnard

    2018-03-01

    Full Text Available The increasing number of educational services has caused a high competition in this industry. In Indonesia, the number of private universities is the highest compared to state universities and other forms of higher education institutions. Ability to predict factors that are important in providing educational services to achieve student satisfaction and make them loyal to the university is highly necessary. In this study, we investigated the main factors of service quality that affect student satisfaction and loyalty by collecting data from 319 students from London School of Public Relation in Jakarta. Structural equation modeling (SEM was employed to analyze the data through AMOS 24 statistical package. The findings indicated that the main factors influencing student satisfaction in private university are tangible and reliability consisting of: 1 comfortable lecture rooms, 2 adequate library facilities, 3 neat staff appearance, 4 non-discriminatory treatments provided by staff and lecturers, 5 high ability and knowledge provided by staffs and lecturers, and 6 appropriate academic services provided by the university. Student satisfaction with these factors would indirectly lead to loyalty to the university. Finally, service quality measurement through SERVQUAL was redundant as a model to measure the effect of service quality in educational service.

  4. Performance measurement of the after-sales service network: Evidence from the automotive industry

    Directory of Open Access Journals (Sweden)

    Shahnoush Shahrouzi Fard

    2015-10-01

    Full Text Available This paper presents an empirical investigation to determine important factors influencing on customer satisfaction in after-sales service network of automotive industry. The study designs two questionnaires, one for measuring the quality of after-sales services and the other for measuring customers’ satisfaction. The study selects a sample of 265 randomly selected customers out of 850 people who received the services from an automotive firm in Iran. Cronbach alpha has calculated as 0.82, which is well above the minimum desirable level. Using Spearman correlation the study has detected a positive and meaningful relationship between services and customer satisfaction (r=0.48, Sig. =0.01, a positive relationship between being responsiveness and customer satisfaction (r=0.51, Sig. =0.01 and finally a positive relationship between speed of operation customer satisfaction (r=0.45, Sig. = 0.01. Moreover, there was a positive and meaningful relationship between cost of services and customer satisfaction (r=0.68, Sig. = 0.01 and a positive relationship between quality of services of after-sales services and customer satisfaction (r = 0.61, Sig. =0.01.

  5. Medicare Advantage and Fee-for-Service Performance on Clinical Quality and Patient Experience Measures: Comparisons from Three Large States.

    Science.gov (United States)

    Timbie, Justin W; Bogart, Andy; Damberg, Cheryl L; Elliott, Marc N; Haas, Ann; Gaillot, Sarah J; Goldstein, Elizabeth H; Paddock, Susan M

    2017-12-01

    To compare performance between Medicare Advantage (MA) and Fee-for-Service (FFS) Medicare during a time of policy changes affecting both programs. Performance data for 16 clinical quality measures and 6 patient experience measures for 9.9 million beneficiaries living in California, New York, and Florida. We compared MA and FFS performance overall, by plan type, and within service areas associated with contracts between CMS and MA organizations. Case mix-adjusted analyses (for measures not typically adjusted) were used to explore the effect of case mix on MA/FFS differences. Performance measures were submitted by MA organizations, obtained from the nationwide fielding of the Medicare Consumer Assessment of Healthcare Providers and Systems (MCAHPS) Survey, or derived from claims. Overall, MA outperformed FFS on all 16 clinical quality measures. Differences were large for HEDIS measures and small for Part D measures and remained after case mix adjustment. MA enrollees reported better experiences overall, but FFS beneficiaries reported better access to care. Relative to FFS, performance gaps were much wider for HMOs than PPOs. Excluding HEDIS measures, MA/FFS differences were much smaller in contract-level comparisons. Medicare Advantage/Fee-for-Service differences are often large but vary in important ways across types of measures and contracts. © Health Research and Educational Trust.

  6. Performance of the measures of processes of care for adults and service providers in rehabilitation settings.

    Science.gov (United States)

    Bamm, Elena L; Rosenbaum, Peter; Wilkins, Seanne; Stratford, Paul

    2015-01-01

    In recent years, client-centered care has been embraced as a new philosophy of care by many organizations around the world. Clinicians and researchers have identified the need for valid and reliable outcome measures that are easy to use to evaluate success of implementation of new concepts. The current study was developed to complete adaptation and field testing of the companion patient-reported measures of processes of care for adults (MPOC-A) and the service provider self-reflection measure of processes of care for service providers working with adult clients (MPOC-SP(A)). A validation study. In-patient rehabilitation facilities. MPOC-A and measure of processes of care for service providers working with adult clients (MPOC-SP(A)). Three hundred and eighty-four health care providers, 61 patients, and 16 family members completed the questionnaires. Good to excellent internal consistency (0.71-0.88 for health care professionals, 0.82-0.90 for patients, and 0.87-0.94 for family members), as well as moderate to good correlations between domains (0.40-0.78 for health care professionals and 0.52-0.84 for clients) supported internal reliability of the tools. Exploratory factor analysis of the MPOC-SP(A) responses supported the multidimensionality of the questionnaire. MPOC-A and MPOC-SP(A) are valid and reliable tools to assess patient and service-provider accounts, respectively, of the extent to which they experience, or are able to provide, client-centered service. Research should now be undertaken to explore in more detail the relationships between client experience and provider reports of their own behavior.

  7. The Implementation of Balance Score Card for Performance Measurement in Small and Medium Enterprises: Evidence from Malaysian Health Care Services

    Directory of Open Access Journals (Sweden)

    Budi Suprapto

    2012-01-01

    Full Text Available The needs for SMEs to measure their performance is to improve their service to customers, employees, societies and stakeholders. The purpose of the study was to investigate the implementation of Balance Score Card as the performance measurement system in SMEs. In this study, 1000 mailed questionnaires were sent to health care services in Malaysia. Out of this, only 105 responded and data collected were analyzed. Using factor analysis with varimax rotation technique, the study found four factors with eigenvalue value more than 1.0. Those factors that explained total variance of 69.346 percent, indicated the four components of BSC implemented by SMEs in Malaysian Health Care Services. Those components are as follows: learning and growth, mission and vision, customer and internal business perspective.Key words: Balance Score Card, Performance Measurement, Small and Medium Enterprise

  8. Developing Measures of Job Performance for Support Staff in Housing Services for People with Intellectual Disabilities

    Science.gov (United States)

    Hatton, Chris; Wigham, Sarah; Craig, Jaime

    2009-01-01

    Background: There is an absence of research concerning the assessment of housing support worker job performance, particularly in the development of job performance measures that reflect the priorities of people with intellectual disabilities and their families. Method: A worker-oriented job analysis method was used to develop four short job…

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

    International Nuclear Information System (INIS)

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

    2009-01-01

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

  10. THE PERFORMANCE OF SERVQUAL TO MEASURE SERVICE QUALITY IN PRIVATE UNIVERSITY

    OpenAIRE

    Leonnard

    2018-01-01

    The increasing number of educational services has caused a high competition in this industry. In Indonesia, the number of private universities is the highest compared to state universities and other forms of higher education institutions. Ability to predict factors that are important in providing educational services to achieve student satisfaction and make them loyal to the university is highly necessary. In this study, we investigated the main factors of service quality that affect student ...

  11. Software network analyzer for computer network performance measurement planning over heterogeneous services in higher educational institutes

    OpenAIRE

    Ismail, Mohd Nazri

    2009-01-01

    In 21st century, convergences of technologies and services in heterogeneous environment have contributed multi-traffic. This scenario will affect computer network on learning system in higher educational Institutes. Implementation of various services can produce different types of content and quality. Higher educational institutes should have a good computer network infrastructure to support usage of various services. The ability of computer network should consist of i) higher bandwidth; ii) ...

  12. Crisis Reliability Indicators Supporting Emergency Services (CRISES): A Framework for Developing Performance Measures for Behavioral Health Crisis and Psychiatric Emergency Programs.

    Science.gov (United States)

    Balfour, Margaret E; Tanner, Kathleen; Jurica, Paul J; Rhoads, Richard; Carson, Chris A

    2016-01-01

    Crisis and emergency psychiatric services are an integral part of the healthcare system, yet there are no standardized measures for programs providing these services. We developed the Crisis Reliability Indicators Supporting Emergency Services (CRISES) framework to create measures that inform internal performance improvement initiatives and allow comparison across programs. The framework consists of two components-the CRISES domains (timely, safe, accessible, least-restrictive, effective, consumer/family centered, and partnership) and the measures supporting each domain. The CRISES framework provides a foundation for development of standardized measures for the crisis field. This will become increasingly important as pay-for-performance initiatives expand with healthcare reform.

  13. Factors Impacting Student Service Utilization at Ontario Colleges: Key Performance Indicators as a Measure of Success: A Niagara College View

    Science.gov (United States)

    Veres, David

    2015-01-01

    Student success in Ontario College is significantly influenced by the utilization of student services. At Niagara College there has been a significant investment in student services as a strategy to support student success. Utilizing existing KPI data, this quantitative research project is aimed at measuring factors that influence both the use of…

  14. Performance Evaluation of Public Services: A Development of Public Services Quality Measurement and Customer Satisfaction Model on Three Cities in Java

    Directory of Open Access Journals (Sweden)

    Gita Gayatri

    2009-12-01

    Full Text Available Decentralization in Indonesia was meant to aid in the shifting of power from the central government to local governments, with the main aim to increase public services towards a more expeditious, efficient, flexible, and high quality of services, changing the paradigm from a ‘served bureaucracy’ towards a ‘bureaucracy that serves’. This research will evaluate: first, the perception of public service consumers towards the quality of public/government services, second, the perceived value received from public services, as well as third, the measurement of their satisfaction level resulting from the quality of services delivered by local governments at city level in the three areas of the Java Island. The research will use triangulation methods: qualitative research will be conducted using focus group discussions whereas quantitative research will be conducted using surveys.The findings are: first, the ten dimensions of service quality for the public sector -i.e. tangibility, reliability, responsiveness, credibility, competence, understanding customers, access, security, communication, and courtesy- were all proven to form the service quality construct in the public service quality. Moreover the proposed model that depicts the relationship between public service quality, perceived value and satisfaction was also confirmed; hence provide an evaluation tool for public services in city level.

  15. Measures to assess the performance of an Australian non-government charitable non-acute health service: A Delphi Survey of Organisational Stakeholders.

    Science.gov (United States)

    Colbran, Richard; Ramsden, Robyn; Stagnitti, Karen; Adams, Samantha

    2018-02-01

    Organisation performance measurement is relevant for non-profit charitable organisations as they strive for security in an increasingly competitive funding environment. This study aimed to identify the priority measures and indicators of organisational performance of an Australian non-government charitable organisation that delivers non-acute health services. Seventy-seven and 59 participants across nine stakeholder groups responded to a two-staged Delphi technique study of a case study organisation. The stage one questionnaire was developed using information garnered through a detailed review of literature. Data from the first round were aggregated and analysed for the stage two survey. The final data represented a group consensus. Quality of care was ranked the most important of six organisational performance measures. Service user satisfaction was ranked second followed by financial performance, internal processes, employee learning and growth and community engagement. Thirteen priority indicators were determined across the six measures. Consensus was reached on the priority organisational performance measures and indicators. Stakeholders of the case study organisation value evidence-based practice, technical strength of services and service user satisfaction over more commercially orientated indicators.

  16. Service Quality Measurements: A Review

    OpenAIRE

    Ali Ramezani Ghotbabadi; Setareh Feiz; Rohaizat Baharun

    2015-01-01

    Service quality measurement is one of the significant measurement tools for firms to understand consumers’ needs and wants by analyzing the experience of consumers and customers’ satisfaction on the services provided. Although there is no general agreement on one particular model used as the measurement of service quality perceived, there are some effective models offered by researchers during decades of study in this area. In the recent years, researchers believe that service quality is mult...

  17. Providers' perceptions of the implementation of a performance measurement system for substance abuse treatment: A process evaluation of the Service Quality Measures initiative.

    Science.gov (United States)

    Myers, Bronwyn; Williams, Petal Petersen; Johnson, Kim; Govender, Rajen; Manderscheid, Ron; Koch, J Randy

    2016-02-22

    In South Africa, concerns exist about the quality of substance abuse treatment. We developed a performance measurement system, known as the Service Quality Measures (SQM) initiative, to monitor the quality of treatment and assess efforts to improve quality of care. In 2014, the SQM system was implemented at six treatment sites to evaluate how implementation protocols could be improved in preparation for wider roll-out. To describe providers' perceptions of the feasibility and acceptability of implementing the SQM system, including barriers to and facilitators of implementation. We conducted 15 in-depth interviews (IDIs) with treatment providers from six treatment sites (two sites in KwaZulu-Natal and four in the Western Cape). Providers were asked about their experiences in implementing the system, the perceived feasibility of the system, and barriers to implementation. All IDIs were audio-recorded and transcribed verbatim. A framework approach was used to analyse the data. Providers reported that the SQM system was feasible to implement and acceptable to patients and providers. Issues identified through the IDIs included a perceived lack of clarity about sequencing of key elements in the implementation of the SQM system, questions on integration of the system into clinical care pathways, difficulties in tracking patients through the system, and concerns about maximising patient participation in the process. Findings suggest that the SQM system is feasible to implement and acceptable to providers, but that some refinements to the implementation protocols are needed to maximise patient participation and the likelihood of sustained implementation.

  18. Developing Effective Performance Measures

    Science.gov (United States)

    2014-10-14

    University When Performance Measurement Goes Bad Laziness Vanity Narcissism Too Many Pettiness Inanity 52 Developing Effective...Kasunic, October 14, 2014 © 2014 Carnegie Mellon University Narcissism Measuring performance from the organization’s point of view, rather than from

  19. Performance Measurement und Environmental Performance Measurement

    OpenAIRE

    Sturm, Anke

    2000-01-01

    Die Zielsetzung der vorliegenden Dissertationsschrift besteht in der Entwicklung einer systematisierten Vorgehensweise, eines Controllingmodells, zur unternehmensinternen Umweltleistungsmessung. Das entwickelte Environmental Performance Measurement (EPM)-Modell umfaßt die fünf Stufen Festlegung der Ziele der Umweltleistungsmessung (1. Stufe), Erfassung der Umwelteinflüsse nach der ökologischen Erfolgsspaltung (2. Stufe), Bewertung der Umwelteinflüsse auf der Grundlage des qualitätszielbezogen...

  20. Health Physics Measurements Services

    Energy Technology Data Exchange (ETDEWEB)

    Carchon, R

    2001-04-01

    SCK-CEN's programme on health physics measurements includes various activities in dosimetry, calibration , instrumentation , gamma-ray spectrometry, whole body counting , the preparation of standard sources, non-destructive assay and the maintenance of Euratom Fork detectors. Main achievements in these topical areas in 2000 are summarised.

  1. Health Physics Measurements Services

    International Nuclear Information System (INIS)

    Carchon, R.

    2001-01-01

    SCK-CEN's programme on health physics measurements includes various activities in dosimetry, calibration , instrumentation , gamma-ray spectrometry, whole body counting , the preparation of standard sources, non-destructive assay and the maintenance of Euratom Fork detectors. Main achievements in these topical areas in 2000 are summarised

  2. Performance measures, hours of caregiving assistance, and risk of adverse care outcomes among older adult users of Medicaid home and community-based services

    Directory of Open Access Journals (Sweden)

    Margaret K Danilovich

    2015-11-01

    Full Text Available Objectives: This study used validated physical performance measures to examine function, risk of adverse health outcomes, and the relationship with allocated hours of weekly caregiving assistance among older adults receiving home and community-based services through a Medicaid waiver program. Methods: Older adults (n = 42 completed physical performance measures including grip strength, 30-s chair rise, Timed Up and Go, and gait speed. Demographic information including age, gender, and allocated hours of weekly caregiving assistance were also collected. Results: A majority, 72% of females and 86% of males, had weak grip strength, 57% met criteria for fall risk based on their Timed Up and Go score, 83% had lower extremity strength impairments, and 98% were unable to ambulate more than 1.0 m/s. Frailty was prevalent in the sample with 72% of clients meeting Fried’s frailty criteria. The most significant predictors of allocated hours of weekly caregiving assistance approved for clients were race and gait speed. Conclusion: Based on scores on physical performance measures, clients are at risk of falls, hospitalization, and mortality, and scores indicate an urgent need to assess performance in addition to self-reported activities of daily living limitations for this population. Performance measures associated with quantifiable risk of adverse outcomes can be critical indicators for referrals and services needed to enhance the safety and improve care outcomes for homebound older adults.

  3. Safeguards and Physics Measurements: Services

    International Nuclear Information System (INIS)

    Carchon, R.

    2000-01-01

    SCK-CEN's department of Safeguards and Physics Measurements provides a wide variety of internal and external services including dosimetry, calibration, instrumentation, whole body counting, safeguards and non-destructive analysis. Main developments in these areas in 1999 are described

  4. Performance Measurement at Universities

    DEFF Research Database (Denmark)

    Lueg, Klarissa

    2014-01-01

    This paper proposes empirical approaches to testing the reliability, validity, and organizational effectiveness of student evaluations of teaching (SET) as a performance measurement instrument in knowledge management at the institutional level of universities. Departing from Weber’s concept...

  5. Measuring satisfaction with public services

    OpenAIRE

    Senior, Nicki

    2011-01-01

    This study used the 'delivery paradox' (Blaug et al. 2006, p.6) as a catalyst to examine customer satisfaction with the public services. The 'delivery paradox' exists where the rise in the level of delivery improvements does not elicit a corresponding rise in public satisfaction with services (ibid). Expectancy Disconfirmation Theory underpins the measurement of customer satisfaction. However, a review of the literature by MORl (2002) concluded that whilst expectations are known to be shaped ...

  6. Economic measures of performance

    International Nuclear Information System (INIS)

    Anon.

    1992-01-01

    Cogeneration systems can reduce the total cost of utility service, and, in some instances where power is sold to an electric utility, can even produce a positive net revenue stream. This is, the total cogeneration revenue is greater than the cogeneration system's operating cost plus the cost of supplemental fuel and power. Whether it is sited at an existing facility or new construction, cogeneration systems do require an incremental investment over and above that which would be required if the end user were to utilize more conventional utility services. While the decision as to whether or not one should invest in cogeneration may consider such intangibles as predictability of future utility costs, reliability of electrical supply and the quality of that supply, the decision ultimately becomes one of basic economics. This chapter briefly reviews several economic measures with regard to ease of use, accuracy and financial objective

  7. Effect of Managers on Public Service Performance

    DEFF Research Database (Denmark)

    Mikkelsen, Maria Falk

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

  8. The performance measurement manifesto.

    Science.gov (United States)

    Eccles, R G

    1991-01-01

    The leading indicators of business performance cannot be found in financial data alone. Quality, customer satisfaction, innovation, market share--metrics like these often reflect a company's economic condition and growth prospects better than its reported earnings do. Depending on an accounting department to reveal a company's future will leave it hopelessly mired in the past. More and more managers are changing their company's performance measurement systems to track nonfinancial measures and reinforce new competitive strategies. Five activities are essential: developing an information architecture; putting the technology in place to support this architecture; aligning bonuses and other incentives with the new system; drawing on outside resources; and designing an internal process to ensure the other four activities occur. New technologies and more sophisticated databases have made the change to nonfinancial performance measurement systems possible and economically feasible. Industry and trade associations, consulting firms, and public accounting firms that already have well-developed methods for assessing market share and other performance metrics can add to the revolution's momentum--as well as profit from the business opportunities it presents. Every company will have its own key measures and distinctive process for implementing the change. But making it happen will always require careful preparation, perseverance, and the conviction of the CEO that it must be carried through. When one leading company can demonstrate the long-term advantage of its superior performance on quality or innovation or any other nonfinancial measure, it will change the rules for all its rivals forever.

  9. Measuring lean implementation for maintenance service companies

    NARCIS (Netherlands)

    de Jong, Stephan J.; Beelaerts van Blokland, W.W.A.

    2016-01-01

    Purpose – Implementation of lean manufacturing is currently performed in the production industry; however, for the airline maintenance service industry, it is still in its infancy. Indicators such as work in process, cycle time, on-time performance and inventory are useful indicators to measure

  10. Enterprise performance measurement systems

    Directory of Open Access Journals (Sweden)

    Milija Bogavac

    2014-10-01

    Full Text Available Performance measurement systems are an extremely important part of the control and management actions, because in this way a company can determine its business potential, its market power, potential and current level of business efficiency. The significance of measurement consists in influencing the relationship between the results of reproduction (total volume of production, value of production, total revenue and profit and investments to achieve these results (factors of production spending and hiring capital in order to achieve the highest possible quality of the economy. (The relationship between the results of reproduction and investment to achieve them quantitatively determines economic success as the quality of the economy. Measuring performance allows the identification of the economic resources the company has, so looking at the key factors that affect its performance can help to determine the appropriate course of action.

  11. Productivity and Performance Measurement

    DEFF Research Database (Denmark)

    Hald, Kim Sundtoft; Spring, Martin

    This study explores conceptually how performance measurement as discussed in the literature, enables or constrains the ability to manage and improve productivity. It uses an inter-disciplinary literature review to identify five areas of concern relating productivity accounting to the ability...... to improve productivity: “Productivity representation”; “productivity incentives”, “productivity intervention”; “productivity trade-off or synergy” and “productivity strategy and context”. The paper discusses these areas of concern and expands our knowledge of how productivity and performance measurement...

  12. Measuring Firm Performance

    DEFF Research Database (Denmark)

    Assaf, A. George; Josiassen, Alexander; Gillen, David

    2014-01-01

    Set in the airport industry, this paper measures firm performance using both desirable and bad outputs (i.e. airport delays). We first estimate a model that does not include the bad outputs and then a model that includes bad outputs. The results show important differences in the efficiency...

  13. Benchmarking and Performance Measurement.

    Science.gov (United States)

    Town, J. Stephen

    This paper defines benchmarking and its relationship to quality management, describes a project which applied the technique in a library context, and explores the relationship between performance measurement and benchmarking. Numerous benchmarking methods contain similar elements: deciding what to benchmark; identifying partners; gathering…

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

    Science.gov (United States)

    Davis, John

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

  15. Custodial Services and Building Maint: Performance Objectives.

    Science.gov (United States)

    Downing, Charles; And Others

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

  16. Health-physics Measurements: Services

    International Nuclear Information System (INIS)

    Hardeman, F.; Hurtgen, C.; Vanhavere, F.; Vanmarcke, H.

    1998-01-01

    SCK-CEN's programme on health-physics (1) offers complete services in health-physics measurements according to international quality standards; (2) contributes to improve continuously these measurement techniques and follows up international recommendations and legislation concerning the surveillance of workers; (3) provides support and advise to nuclear and non-nuclear industry on issues of radioactive contamination. Progress and achievements in 1997 are summarised

  17. Implementation of multiple measures to improve reactor recirculation pump sealing performance in nuclear boiling water reactor service

    Energy Technology Data Exchange (ETDEWEB)

    Loenhout, Gerard van [Flowserve B.V., Etten-Leur (Netherlands). Nuclear Services and Solutions Engineering; Hurni, Juerg

    2015-05-15

    A modern reactor recirculation pump circulates a large volume of high temperature, very pure water from the reactor pressure vessel back to the core by feeding into multiple stationary jet pumps inside the vessel. Together with the jet pumps, they allow station operators to vary coolant flow and variable pump speed provides the best and most stable reactor power control. A crucial technical problem with a recirculation pump, such as a mechanical seal indicating loss of sealing pressure, may result in a power station having to shut down for repair. This article describes the sudden increase in stray current phenomenon leading to rapid and severe deterioration of the mechanical end face shaft seal in a reactor recirculation pump. This occurred after the installation of a variable frequency converter replacing the original motor-generator set. This article will also discuss the 2,500 hour laboratory test results conducted under reactor recirculation pump sealing conditions using a newly developed seal face technology recently implemented to overcome challenges when sealing neutral, ultra-pure water. In addition, the article will describe the elaborate shaft grounding arrangement and the preliminary measurement results achieved in order to eliminate potential damages to both pump and mechanical seal.

  18. Measuring the Quality of Ecotourism Services

    Directory of Open Access Journals (Sweden)

    Nor’Aini Yusof

    2014-06-01

    Full Text Available Ecotourism forms the pillar of the country’s tourism industry. Ecotourists make up more than 10% of international tourists in Malaysia. When service quality is thought of as an important factor to the success of tourism service providers, the importance of estimating service quality provided to tourists becomes apparent. Estimating service quality provides tourism service providers with the necessary information needed to manage their marketing operations appropriately. Therefore, this estimation should be performed with the right measurement scales. Despite the high volume of research on service quality (SERVQUAL models in recent years, limited effort has been directed toward improving the tool for measuring service quality, particularly to apply to the ecotourism sector in developing countries. This article aims to improve a SERVQUAL model that is suitable for ecotourism areas in developing countries using five dimensions of the original model and one additional sustainability dimension. Based on a survey of 127 tourists in Tasik Kenyir, an exploratory factor analysis (EFA was conducted to discover the underlying dimension of ecotourism services and test for reliability and validity. Using EFA resulted in seven factors totaling 27 items. These factors are labeled as follows: tangible sustainability, sustainable practices, tangibility, reliability, responsiveness, assurance, and empathy. The results reveal that when SERVQUAL is applied within the ecotourism context, new dimensions of tangible sustainability and sustainable practices may emerge. The result implies the need to refine the SERVQUAL model when used in different contexts.

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

    Science.gov (United States)

    Brochado, Ana

    2009-01-01

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

  20. Using Technical Performance Measures

    Science.gov (United States)

    Garrett, Christopher J.; Levack, Daniel J. H.; Rhodes, Russel E.

    2011-01-01

    All programs have requirements. For these requirements to be met, there must be a means of measurement. A Technical Performance Measure (TPM) is defined to produce a measured quantity that can be compared to the requirement. In practice, the TPM is often expressed as a maximum or minimum and a goal. Example TPMs for a rocket program are: vacuum or sea level specific impulse (lsp), weight, reliability (often expressed as a failure rate), schedule, operability (turn-around time), design and development cost, production cost, and operating cost. Program status is evaluated by comparing the TPMs against specified values of the requirements. During the program many design decisions are made and most of them affect some or all of the TPMs. Often, the same design decision changes some TPMs favorably while affecting other TPMs unfavorably. The problem then becomes how to compare the effects of a design decision on different TPMs. How much failure rate is one second of specific impulse worth? How many days of schedule is one pound of weight worth? In other words, how to compare dissimilar quantities in order to trade and manage the TPMs to meet all requirements. One method that has been used successfully and has a mathematical basis is Utility Analysis. Utility Analysis enables quantitative comparison among dissimilar attributes. It uses a mathematical model that maps decision maker preferences over the tradeable range of each attribute. It is capable of modeling both independent and dependent attributes. Utility Analysis is well supported in the literature on Decision Theory. It has been used at Pratt & Whitney Rocketdyne for internal programs and for contracted work such as the J-2X rocket engine program. This paper describes the construction of TPMs and describes Utility Analysis. It then discusses the use of TPMs in design trades and to manage margin during a program using Utility Analysis.

  1. Strategic Measures of Teacher Performance

    Science.gov (United States)

    Milanowski, Anthony

    2011-01-01

    Managing the human capital in education requires measuring teacher performance. To measure performance, administrators need to combine measures of practice with measures of outcomes, such as value-added measures, and three measurement systems are needed: classroom observations, performance assessments or work samples, and classroom walkthroughs.…

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

    Science.gov (United States)

    White, Marilyn Domas; Abels, Eileen G.

    1995-01-01

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

  3. Freight performance measures : approach analysis.

    Science.gov (United States)

    2010-05-01

    This report reviews the existing state of the art and also the state of the practice of freight performance measurement. Most performance measures at the state level have aimed at evaluating highway or transit infrastructure performance with an empha...

  4. Winter maintenance performance measure.

    Science.gov (United States)

    2016-01-01

    The Winter Performance Index is a method of quantifying winter storm events and the DOTs response to them. : It is a valuable tool for evaluating the States maintenance practices, performing post-storm analysis, training : maintenance personnel...

  5. 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...

  6. Performance Measurement Baseline Change Request

    Data.gov (United States)

    Social Security Administration — The Performance Measurement Baseline Change Request template is used to document changes to scope, cost, schedule, or operational performance metrics for SSA's Major...

  7. Does hospital financial performance measure up?

    Science.gov (United States)

    Cleverley, W O; Harvey, R K

    1992-05-01

    Comparisons are continuously being made between the financial performance, products and services, of the healthcare industry and those of non-healthcare industries. Several useful measures of financial performance--profitability, liquidity, financial risk, asset management and replacement, and debt capacity, are used by the authors to compare the financial performance of the hospital industry with that of the industrial, transportation and utility sectors. Hospitals exhibit weaknesses in several areas. Goals are suggested for each measure to bring hospitals closer to competitive levels.

  8. Transit performance measures in California.

    Science.gov (United States)

    2016-04-01

    This research is the result of a California Department of Transportation (Caltrans) request to assess the most commonly : available transit performance measures in California. Caltrans wanted to understand performance measures and data used by : Metr...

  9. Determinants of Services Sourcing Performance

    Science.gov (United States)

    2010-12-16

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

  10. Measuring the Company Performance

    Directory of Open Access Journals (Sweden)

    Ion Stancu

    2006-03-01

    Full Text Available According to the logics of the efficient capital investment, the management of the investment of the saving capital in the company’s assets must conclude, on the end of the financial year, with a plus ofreal value (NPV > 0. From this point of view, in this paper we suggest the usage of an investment valuationmodel for the assessment of the company managerial and technological performance. Supposing the book value is a proxy of the just value (of assets and operational results and supposing the capital cost iscorrectly estimated, we evaluate the company’s performance both by the net present value model, and also by the company’s ability to create a surplus of the invested capital (NPV >0.Our paper also aims to identify the performance of the financial breakeven point (for which NPV is at least equal to zero as the minimum acceptable level for the company’s activity. Under this critical sales point, the company goes through the undervaluation of shareholders fortune even if the company’s sales are greater than accounting breakeven point. The performance’s activity level is one which the managers recover and surpass the cost of capital, cost which stand for the normal activity benchmark.The risks of applying of our suggested model we support go down to the confidence of accounting data and of the cost of capital estimating. In spite all of this, the usage of a sensitivity analysis to search anaverage NPV would leads to the company’s performance valuation within investment logic with a high information power.

  11. Measuring the Company Performance

    Directory of Open Access Journals (Sweden)

    Ion Stancu

    2006-01-01

    Full Text Available According to the logics of the efficient capital investment, the management of the investment of the saving capital in the company’s assets must conclude, on the end of the financial year, with a plus of real value (NPV > 0. From this point of view, in this paper we suggest the usage of an investment valuation model for the assessment of the company managerial and technological performance. Supposing the book value is a proxy of the just value (of assets and operational results and supposing the capital cost is correctly estimated, we evaluate the company’s performance both by the net present value model, and also by the company’s ability to create a surplus of the invested capital (NPV >0. Our paper also aims to identify the performance of the financial breakeven point (for which NPV is at least equal to zero as the minimum acceptable level for the company’s activity. Under this critical sales point, the company goes through the undervaluation of shareholders fortune even if the company’s sales are greater than accounting breakeven point. The performance’s activity level is one which the managers recover and surpass the cost of capital, cost which stand for the normal activity benchmark. The risks of applying of our suggested model we support go down to the confidence of accounting data and of the cost of capital estimating. In spite all of this, the usage of a sensitivity analysis to search an average NPV would leads to the company’s performance valuation within investment logic with a high information power.

  12. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Science.gov (United States)

    2010-07-01

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

  13. Block Storage Service: Status and Performance

    CERN Document Server

    Van der Ster, Daniel

    2014-01-01

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

  14. Performance improvement plan in customer technical services

    International Nuclear Information System (INIS)

    Lachambre, L.

    1995-01-01

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

  15. The intricate implementation of performance measurement systems, exploring developments in professional-service organizations in the Dutch non-profit sector

    NARCIS (Netherlands)

    Teelken, J.C.

    2008-01-01

    Institutional and organizational theory supports the argument that current features of performance measurement systems (PMS) in public organizations are generally unsuitable for the actual nature of these professional organizations. Longitudinal and cross-sectional studies in the health care and

  16. Performance Testing of Download Services of COSMC

    Directory of Open Access Journals (Sweden)

    Jiří Horák

    2013-11-01

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

  17. THE MEASURABILITY OF CONTROLLING PERFORMANCE

    Directory of Open Access Journals (Sweden)

    V. Laval

    2017-04-01

    Full Text Available The urge to increase the performance of company processes is ongoing. Surveys indicate however, that many companies do not measure the controlling performance with a defined set of key performance indicators. This paper will analyze three categories of controlling key performance indicators based on their degree of measurability and their impact on the financial performance of a company. Potential measures to optimize the performance of the controlling department will be outlined and put in a logical order. The aligning of the controlling activity with the respective management expectation will be discussed as a key success factor of this improvement project.

  18. 26 CFR 801.2 - Measuring organizational performance.

    Science.gov (United States)

    2010-04-01

    ... 26 Internal Revenue 20 2010-04-01 2010-04-01 false Measuring organizational performance. 801.2 Section 801.2 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT OF THE TREASURY (CONTINUED) INTERNAL... REVENUE SERVICE § 801.2 Measuring organizational performance. The performance measures that comprise the...

  19. Measuring Service Quality in a Tertiary Institution.

    Science.gov (United States)

    Soutar, Geoffrey; McNeil, Margaret

    1996-01-01

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

  20. Measuring Prefered Services from Cloud Computing Providers ...

    African Journals Online (AJOL)

    pc

    2018, 10(5S), 207-212. 207. Measuring Prefered Services from ... Published online: 22 March 2018 .... and then introduces a general service selection and ranking model with QoS ..... To facilitate add, remove, and prioritize services in election.

  1. Environmental Measurements Laboratory 2002 Unit Performance Plan

    Energy Technology Data Exchange (ETDEWEB)

    None

    2001-10-01

    This EML Unit Performance Plan provides the key goals and performance measures for FY 2002 and continuing to FY 2003. The purpose of the Plan is to inform EML's stakeholders and customers of the Laboratory's products and services, and its accomplishments and future challenges. Also incorporated in the Unit Performance Plan is EML's Communication Plan for FY 2002.

  2. Measuring and improving infrastructure performance

    National Research Council Canada - National Science Library

    Committee on Measuring and Improving Infrastructure Performance, National Research Council

    .... Developing a framework for guiding attempts at measuring the performance of infrastructure systems and grappling with the concept of defining good performance are the major themes of this book...

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

    Science.gov (United States)

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

    2017-08-14

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

  4. A Critique of Health System Performance Measurement.

    Science.gov (United States)

    Lynch, Thomas

    2015-01-01

    Health system performance measurement is a ubiquitous phenomenon. Many authors have identified multiple methodological and substantive problems with performance measurement practices. Despite the validity of these criticisms and their cross-national character, the practice of health system performance measurement persists. Theodore Marmor suggests that performance measurement invokes an "incantatory response" wrapped within "linguistic muddle." In this article, I expand upon Marmor's insights using Pierre Bourdieu's theoretical framework to suggest that, far from an aberration, the "linguistic muddle" identified by Marmor is an indicator of a broad struggle about the representation and classification of public health services as a public good. I present a case study of performance measurement from Alberta, Canada, examining how this representational struggle occurs and what the stakes are. © The Author(s) 2015.

  5. The Politics of Performance Measurement

    DEFF Research Database (Denmark)

    Bjørnholt, Bente; Larsen, Flemming

    2014-01-01

    Performance measurements are meant to improve public decision making and organizational performance. But performance measurements are far from always rational tools for problem solving, they are also political instruments. The central question addressed in this article is how performance...... impact on the political decision making process, as the focus on performance goals entails a kind of reductionism (complex problems are simplified), sequential decision making processes (with a division in separate policy issues) and short-sighted decisions (based on the need for making operational goals)....... measurement affects public policy. The aim is to conceptualize the political consequences of performance measurements and of special concern is how performance systems influence how political decisions are made, what kind of political decisions are conceivable, and how they are implemented. The literature...

  6. Diagnostic colonoscopy: performance measurement study.

    Science.gov (United States)

    Kuznets, Naomi

    2002-07-01

    This is the fifth of a series of best practices studies undertaken by the Performance Measurement Initiative (PMI), the centerpiece of the Institute for Quality Improvement (IQI), a not-for-profit quality improvement subsidiary of the Accreditation Association for Ambulatory Health Care (AAAHC) (Performance Measurement Initiative, 1999a, 1999b, 2000a, 2000b). The IQI was created to offer clinical performance measurement and improvement opportunities to ambulatory health care organizations and others interested in quality patient care. The purpose of the study was to provide opportunities to initiate clinical performance measurement on key processes and outcomes for this procedure and use this information for clinical quality improvement. This article provides performance measurement information on how organizations that have demonstrated and validated differences in clinical practice can have similar outcomes, but at a dramatically lower cost. The intent of the article is to provide organizations with alternatives in practice to provide a better value to their patients.

  7. 45 CFR 305.40 - Penalty performance measures and levels.

    Science.gov (United States)

    2010-10-01

    ... HUMAN SERVICES PROGRAM PERFORMANCE MEASURES, STANDARDS, FINANCIAL INCENTIVES, AND PENALTIES § 305.40 Penalty performance measures and levels. (a) There are three performance measures for which States must... 45 Public Welfare 2 2010-10-01 2010-10-01 false Penalty performance measures and levels. 305.40...

  8. Performance modeling of network data services

    Energy Technology Data Exchange (ETDEWEB)

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

    1997-01-01

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

  9. Facilities projects performance measurement system

    International Nuclear Information System (INIS)

    Erben, J.F.

    1979-01-01

    The two DOE-owned facilities at Hanford, the Fuels and Materials Examination Facility (FMEF), and the Fusion Materials Irradiation Test Facility (FMIT), are described. The performance measurement systems used at these two facilities are next described

  10. Performance Measures, Benchmarking and Value.

    Science.gov (United States)

    McGregor, Felicity

    This paper discusses performance measurement in university libraries, based on examples from the University of Wollongong (UoW) in Australia. The introduction highlights the integration of information literacy into the curriculum and the outcomes of a 1998 UoW student satisfaction survey. The first section considers performance indicators in…

  11. Transport services quality measurment using SERVQUAL model

    Directory of Open Access Journals (Sweden)

    Maksimović Mlađan V.

    2017-01-01

    Full Text Available Quality in the world is considered to be the most important phenomenon of our age, with a permanent and irreversible growing trend of its emphasis. Many companies have come to the conclusion that high quality of services can provide them with a potential competitive advantage, leading to superior sales results and profit making. The aim of this paper is to test the applicability of service SERVQUAL dimensions and measure the quality of services in the public transport of passengers. Based on the data obtained by researching the views of public transport users in Kragujevac using the SERVQUAL methodology and statistical analysis based on defined service quality dimensions, this research will show the level of quality of urban transport services in Kragujevac and based on this, make recommendations for improving the quality of service.

  12. Performance of biometric quality measures.

    Science.gov (United States)

    Grother, Patrick; Tabassi, Elham

    2007-04-01

    We document methods for the quantitative evaluation of systems that produce a scalar summary of a biometric sample's quality. We are motivated by a need to test claims that quality measures are predictive of matching performance. We regard a quality measurement algorithm as a black box that converts an input sample to an output scalar. We evaluate it by quantifying the association between those values and observed matching results. We advance detection error trade-off and error versus reject characteristics as metrics for the comparative evaluation of sample quality measurement algorithms. We proceed this with a definition of sample quality, a description of the operational use of quality measures. We emphasize the performance goal by including a procedure for annotating the samples of a reference corpus with quality values derived from empirical recognition scores.

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

    Science.gov (United States)

    2010-07-01

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

  14. 75 FR 62501 - Senior Executive Service Performance Review Board: Update

    Science.gov (United States)

    2010-10-12

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

  15. 75 FR 54445 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2010-09-07

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

  16. 76 FR 63351 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2011-10-12

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

  17. 77 FR 60177 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2012-10-02

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

  18. A comparative study of performance measurement standards of railway operator

    Directory of Open Access Journals (Sweden)

    Pongjirawut Siripong

    2017-01-01

    Full Text Available The European standard (EN 13816, is one of the widely accepted standards for measuring the quality of public passenger transport (PPT service. EN 13816 indicates 8 measurement criteria, 29 sub-criteria and 193 Key Performance Indicators (KPIs to be used to measure the performance of railway operators. Nowadays, there are other addition criteria beyond EN13816, developed by various organisations. This research firstly aims to explore the service performance measurement of railway operators used by actual railway operators at international level and in Thailand. After an intensive review of performance measurement standards, 9 standards are compiled and compared in terms of criteria, sub-criteria and KPIs using a cluster analysis methodology. The result found additional performance measurement aspects at 2 sub-criteria and 91 KPIs in addition to EN 13816. This research summarized and compared different performance measurement standards to measure service quality of metro rail line.

  19. Scalable Performance Measurement and Analysis

    Energy Technology Data Exchange (ETDEWEB)

    Gamblin, Todd [Univ. of North Carolina, Chapel Hill, NC (United States)

    2009-01-01

    Concurrency levels in large-scale, distributed-memory supercomputers are rising exponentially. Modern machines may contain 100,000 or more microprocessor cores, and the largest of these, IBM's Blue Gene/L, contains over 200,000 cores. Future systems are expected to support millions of concurrent tasks. In this dissertation, we focus on efficient techniques for measuring and analyzing the performance of applications running on very large parallel machines. Tuning the performance of large-scale applications can be a subtle and time-consuming task because application developers must measure and interpret data from many independent processes. While the volume of the raw data scales linearly with the number of tasks in the running system, the number of tasks is growing exponentially, and data for even small systems quickly becomes unmanageable. Transporting performance data from so many processes over a network can perturb application performance and make measurements inaccurate, and storing such data would require a prohibitive amount of space. Moreover, even if it were stored, analyzing the data would be extremely time-consuming. In this dissertation, we present novel methods for reducing performance data volume. The first draws on multi-scale wavelet techniques from signal processing to compress systemwide, time-varying load-balance data. The second uses statistical sampling to select a small subset of running processes to generate low-volume traces. A third approach combines sampling and wavelet compression to stratify performance data adaptively at run-time and to reduce further the cost of sampled tracing. We have integrated these approaches into Libra, a toolset for scalable load-balance analysis. We present Libra and show how it can be used to analyze data from large scientific applications scalably.

  20. Measuring performance at trade shows

    DEFF Research Database (Denmark)

    Hansen, Kåre

    2004-01-01

    Trade shows is an increasingly important marketing activity to many companies, but current measures of trade show performance do not adequately capture dimensions important to exhibitors. Based on the marketing literature's outcome and behavior-based control system taxonomy, a model is built...... that captures a outcome-based sales dimension and four behavior-based dimensions (i.e. information-gathering, relationship building, image building, and motivation activities). A 16-item instrument is developed for assessing exhibitors perceptions of their trade show performance. The paper presents evidence...

  1. Performance Measurement of Research Activitities

    DEFF Research Database (Denmark)

    Jakobsen, Morten; Jensen, Tina Blegind; Peyton, Margit Malmmose

    Performance measurements have made their entry into the world of universities. Every research activity is registered in a database and the output measures form the foundation for managerial decisions. The purpose of this chapter is to investigate the registration practices among researchers...... the registrations as a way to be promoted and to legitimise and account for their work; on the other hand, the economic incentives behind ranking lists and bibliographic research indicators threaten the individual researcher's freedom. The findings also show how managers have difficulties in translating back...

  2. MODERN INSTRUMENTS FOR MEASURING ORGANIZATIONAL PERFORMANCE

    Directory of Open Access Journals (Sweden)

    RADU CATALINA

    2010-12-01

    Full Text Available Any significant management action can be assessed both in terms of success of immediate goals and as effect of the organization ability to embrace change. Market competition intensifies with the development of Romanian society and its needs. Companies that offer different products and services need to impose certain advantages and to increase their performances. The paper will present modern tools for measuring and evaluating organizational performance, namely: Balanced Scorecard, Deming model and Baldrige model. We also present an example for Balance Scorecard, of an organizations belonging to the cosmetics industry.

  3. Measuring relational security in forensic mental health services.

    Science.gov (United States)

    Chester, Verity; Alexander, Regi T; Morgan, Wendy

    2017-12-01

    Aims and method Relational security is an important component of care and risk assessment in mental health services, but the utility of available measures remains under-researched. This study analysed the psychometric properties of two relational security tools, the See Think Act (STA) scale and the Relational Security Explorer (RSE). Results The STA scale had good internal consistency and could highlight differences between occupational groups, whereas the RSE did not perform well as a psychometric measure. Clinical implications The measures provide unique and complimentary perspectives on the quality of relational security within secure services, but have some limitations. Use of the RSE should be restricted to its intended purpose; to guide team discussions about relational security, and services should refrain from collecting and aggregating this data. Until further research validates their use, relational security measurement should be multidimensional and form part of a wider process of service quality assessment.

  4. Measuring relational security in forensic mental health services

    Science.gov (United States)

    Chester, Verity; Alexander, Regi T.; Morgan, Wendy

    2017-01-01

    Aims and method Relational security is an important component of care and risk assessment in mental health services, but the utility of available measures remains under-researched. This study analysed the psychometric properties of two relational security tools, the See Think Act (STA) scale and the Relational Security Explorer (RSE). Results The STA scale had good internal consistency and could highlight differences between occupational groups, whereas the RSE did not perform well as a psychometric measure. Clinical implications The measures provide unique and complimentary perspectives on the quality of relational security within secure services, but have some limitations. Use of the RSE should be restricted to its intended purpose; to guide team discussions about relational security, and services should refrain from collecting and aggregating this data. Until further research validates their use, relational security measurement should be multidimensional and form part of a wider process of service quality assessment. PMID:29234515

  5. From performance measurement to learning

    DEFF Research Database (Denmark)

    Lewis, Jenny; Triantafillou, Peter

    2012-01-01

    Over the last few decades accountability has accommodated an increasing number of different political, legal and administrative goals. This article focuses on the administrative aspect of accountability and explores the potential perils of a shift from performance measurement to learning. While...... overload. We conclude with some comments on limiting the undesirable consequences of such a move. Points for practitioners Public administrators need to identify and weigh the (human, political and economic) benefits and costs of accountability regimes. While output-focused performance measurement regimes...... to comply with accountability requirements, because of the first point. Third, the costs of compliance are likely to increase because learning requires more participation and dialogue. Fourth, accountability as learning may generate a ‘change for the sake of change’ mentality, creating further government...

  6. Engaging service providers in improving industry performance

    International Nuclear Information System (INIS)

    Oberth, R.

    2012-01-01

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

  7. Measurement of quality in Saudi Arabian service industry

    Energy Technology Data Exchange (ETDEWEB)

    Jannadi, O.A. [King Fahd Univ. of Petroleum and Minerals, Dhahran (Saudi Arabia); Al-Saggaf, H. [SCECO-East (Saudi Arabia)

    2000-10-12

    Quality problems in the service organisation are the result of the mismatch between prior expectation and perceived quality of the service. Each organisation will attempt to determine the requirements of its customers and translate these requirements into product and delivery process specifications. This paper examines a particular electric company (SCECO-East), a typical service provider in Saudi Arabia, in which service quality is a distinguishing feature of primary importance. It describes a detailed survey and analysis in the light of the model put forward by Parasuraman et al. It utilises SERVQUAL for measuring customers' perceptions of service quality. The study revealed that SCECO-East scored high in tangibles dimension but low in features of responsiveness and reliability. In addition, while the performance of SCECO-East was acceptable to all customer categories, service quality was perceived differently by various types of customers, with reinforcement and commercial customers awarding SCECO-East even lower ratings than other customers did. (Author)

  8. Opcode counting for performance measurement

    Energy Technology Data Exchange (ETDEWEB)

    Gara, Alan; Satterfield, David L.; Walkup, Robert E.

    2018-03-20

    Methods, systems and computer program products are disclosed for measuring a performance of a program running on a processing unit of a processing system. In one embodiment, the method comprises informing a logic unit of each instruction in the program that is executed by the processing unit, assigning a weight to each instruction, assigning the instructions to a plurality of groups, and analyzing the plurality of groups to measure one or more metrics. In one embodiment, each instruction includes an operating code portion, and the assigning includes assigning the instructions to the groups based on the operating code portions of the instructions. In an embodiment, each type of instruction is assigned to a respective one of the plurality of groups. These groups may be combined into a plurality of sets of the groups.

  9. Performance analysis of the TNO TLD individual monitoring service

    International Nuclear Information System (INIS)

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

    1990-01-01

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

  10. 7 CFR 800.117 - Who shall perform original services.

    Science.gov (United States)

    2010-01-01

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

  11. The exploration of service quality and its measurement for private ...

    African Journals Online (AJOL)

    The strategic importance of service excellence for service industries places the focus on service quality leadership, service quality management systems, service quality dimensions and the measurement of service quality. Many businesses such as private higher education institutions (PHEIs) regard service quality ...

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

    Science.gov (United States)

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

    2017-12-01

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

  13. Video quality measure for mobile IPTV service

    Science.gov (United States)

    Kim, Wonjun; Kim, Changick

    2008-08-01

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

  14. Evaluation of the Service Performance of Ships

    DEFF Research Database (Denmark)

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

    2005-01-01

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

  15. Performance measurement and pay for performance

    NARCIS (Netherlands)

    Tuijl, van H.F.J.M.; Kleingeld, P.A.M.; Algera, J.A.; Rutten, M.L.; Sonnentag, S.

    2002-01-01

    This chapter, which takes a (re)design perspective, focuses on the management of employees’ contributions to organisational goal attainment. The control loop for the self-regulation of task performance is used as a frame of reference. Several subsets of design requirements are described and related

  16. 77 FR 54570 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-09-05

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

  17. 78 FR 28243 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2013-05-14

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

  18. 76 FR 29013 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2011-05-19

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

  19. The exploration of service quality and its measurement for private ...

    African Journals Online (AJOL)

    Kirstam

    2014-09-01

    Sep 1, 2014 ... 7The strategic importance of service excellence for service industries places the focus ... need for service quality management and measurement at PHEIs, and ... financial services, hospitality (tourism), human services, ... 1The focus of this paper was to gain insight into service quality concepts and the need.

  20. Financial Performance Analysis Of Financial Service Cooperative

    Directory of Open Access Journals (Sweden)

    Eyo Asro Sasmita

    2015-08-01

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

  1. Performance measurement for information systems: Industry perspectives

    Science.gov (United States)

    Bishop, Peter C.; Yoes, Cissy; Hamilton, Kay

    1992-01-01

    Performance measurement has become a focal topic for information systems (IS) organizations. Historically, IS performance measures have dealt with the efficiency of the data processing function. Today, the function of most IS organizations goes beyond simple data processing. To understand how IS organizations have developed meaningful performance measures that reflect their objectives and activities, industry perspectives on IS performance measurement was studied. The objectives of the study were to understand the state of the practice in IS performance techniques for IS performance measurement; to gather approaches and measures of actual performance measures used in industry; and to report patterns, trends, and lessons learned about performance measurement to NASA/JSC. Examples of how some of the most forward looking companies are shaping their IS processes through measurement is provided. Thoughts on the presence of a life-cycle to performance measures development and a suggested taxonomy for performance measurements are included in the appendices.

  2. Performance Evaluation of Cloud Service Considering Fault Recovery

    Science.gov (United States)

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

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

  3. Towards Alliance Performance Management in Service Logistics

    Directory of Open Access Journals (Sweden)

    Bianca Keers

    2015-04-01

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

  4. 76 FR 80902 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2011-12-27

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

  5. A customer perspective on performance measurement in humanitarian supply chains

    OpenAIRE

    Schiffling, Sarah

    2013-01-01

    The increasing importance of services in SCM leads to a stronger focus on the customer perspective. Donors and beneficiaries are two distinct customer groups of humanitarian supply chains. This paper will analyse how this impacts performance measurement for example in the commonly used balanced scorecard, which includes a customer perspective. Keywords: Performance measurement, Humanitarian logistics, Customer perspective

  6. Measuring SIP proxy server performance

    CERN Document Server

    Subramanian, Sureshkumar V

    2013-01-01

    Internet Protocol (IP) telephony is an alternative to the traditional Public Switched Telephone Networks (PSTN), and the Session Initiation Protocol (SIP) is quickly becoming a popular signaling protocol for VoIP-based applications. SIP is a peer-to-peer multimedia signaling protocol standardized by the Internet Engineering Task Force (IETF), and it plays a vital role in providing IP telephony services through its use of the SIP Proxy Server (SPS), a software application that provides call routing services by parsing and forwarding all the incoming SIP packets in an IP telephony network.SIP Pr

  7. Services performed by an engineering consultant

    International Nuclear Information System (INIS)

    Seyffert, L.

    1984-01-01

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

  8. Customer satisfaction measurement in emergency medical services.

    Science.gov (United States)

    Kuisma, Markku; Määttä, Teuvo; Hakala, Taisto; Sivula, Tommi; Nousila-Wiik, Maria

    2003-07-01

    The annual patient volume in emergency medical services (EMS) systems is high worldwide. However, there are no comprehensive studies on customer satisfaction for EMS. The authors report how a customer satisfaction survey on EMS patients was conducted, the results, and the possible causes for dissatisfaction. Two prospective customer satisfactions surveys were conducted in an urban EMS system. Consecutive patients treated by EMS received a postal questionnaire approximately two weeks after service. Satisfaction was measured in a scale from 1 (very poor) to 5 (excellent). Neither EMS personnel nor patients were made aware prospectively that patient satisfaction would be measured. Response rates to the surveys were 36.8% (432/1,175) in 2000 and 40.0% (464/1,150) in 2002. The mean general grades for the service were 4.6 and 4.5, respectively. Patients reported the highest degree of dissatisfaction when they were not taken to their hospital of choice, when they perceived that the paramedics were not able to meet their needs, and when paramedics did not introduce themselves or communicate directly with the patient's relatives. In high-volume calls (i.e., frequent chief complaints), the general satisfaction was highest in patients with arrhythmias, breathing difficulties, and hypoglycemia. Patients with drug overdose included the highest proportion of unsatisfied patients. None of the background variables (e.g., gender, transport decision, working shift) was statistically related to general patient satisfaction. This study shows that customer satisfaction surveys can be successfully conducted for EMS. EMS systems should consider routinely using customer satisfaction surveys as a tool for quality measurement and improvement.

  9. 78 FR 63310 - Senior Executive Service; Fiscal Service Performance Review Board

    Science.gov (United States)

    2013-10-23

    ... Performance Review Board AGENCY: Bureau of the Fiscal Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Fiscal Service Performance Review Board (PRB) for the Bureau of the Fiscal Service (Fiscal Service). The PRB reviews the performance appraisals of career senior...

  10. 45 CFR 305.2 - Performance measures.

    Science.gov (United States)

    2010-10-01

    ... PROGRAM PERFORMANCE MEASURES, STANDARDS, FINANCIAL INCENTIVES, AND PENALTIES § 305.2 Performance measures. (a) The child support incentive system measures State performance levels in five program areas... 45 Public Welfare 2 2010-10-01 2010-10-01 false Performance measures. 305.2 Section 305.2 Public...

  11. 76 FR 70653 - Performance Measurement

    Science.gov (United States)

    2011-11-15

    ... Corporate & Postal Business Law, United States Postal Service to Shoshana M. Grove, Secretary, Postal... its responsibilities under the Postal Accountability and Enhancement Act (PAEA), Public Law 109-435..., Secretary, Postal Regulatory Commission to Kevin A. Calamoneri, Managing Counsel Corporate & Postal Business...

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

    Science.gov (United States)

    2013-07-09

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

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

    Science.gov (United States)

    2013-09-10

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

  14. Developing the Service Template: From measurement to agendas for improvement

    OpenAIRE

    Williams, CS; Saunders, M

    2007-01-01

    Traditional survey based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process and offers an extension to it. The extended process appears able to measure service users’ and deliverers’ perceptions of service quality independently. It also enables participants to jointly agree an agenda for quality improvement. The e...

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

    DEFF Research Database (Denmark)

    Jacobsen, Christian Bøtcher; Jakobsen, Mads Leth

    2018-01-01

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

  16. 76 FR 76122 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-12-06

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

  17. 78 FR 57837 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-09-20

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

  18. 75 FR 1028 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2010-01-08

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

  19. Brush seal performance measurement system

    OpenAIRE

    Aksoy, Serdar; Akşit, Mahmut Faruk; Aksit, Mahmut Faruk; Duran, Ertuğrul Tolga; Duran, Ertugrul Tolga

    2009-01-01

    Brush seals are rapidly replacing conventional labyrinth seals in turbomachinery applications. Upon pressure application, seal stiffness increases drastically due to frictional bristle interlocking. Operating stiffness is critical to determine seal wear life. Typically, seal stiffness is measured by pressing a curved shoe to brush bore. The static-unpressurized measurement is extrapolated to pressurized and high speed operating conditions. This work presents a seal stiffness measurement syste...

  20. Performance Assessment of Aggregation Control Services for Demand Response

    DEFF Research Database (Denmark)

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

    2014-01-01

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

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

    Directory of Open Access Journals (Sweden)

    André Luís Policani Freitas

    2012-11-01

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

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

    Energy Technology Data Exchange (ETDEWEB)

    Liu, Yan; Zhu, Liming; Gorton, Ian

    2007-08-14

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

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

    Science.gov (United States)

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

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

  4. Measuring customer involvement in new service developments

    OpenAIRE

    Larbig-Wust, Christine

    2010-01-01

    Service marketing managers are being required to develop new services that succeed in the market and are valuable for customers. Services Marketing literature therefore stresses the need to innovate with customers and to integrate their view into the new service developed. However, consensus about the positive effects of customer involvement in new service development (NSD) has not been reached. Drawing on the theory of organisational knowledge creation and the concept of marketing orientatio...

  5. Measuring Service Quality in the Information Services Environment.

    Science.gov (United States)

    Maddox-Swan, Ruth

    1998-01-01

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

  6. Mobility and reliability performance measurement.

    Science.gov (United States)

    2013-06-01

    This project grew out of the fact that mobility was identified early on as one of the key performance focus areas of NCDOTs : strategic transformation effort. The Transformation Management Team (TMT) established a TMT Mobility Workstream Team : in...

  7. Performance measures for public transit mobility management.

    Science.gov (United States)

    2011-12-01

    "Mobility management is an innovative approach for managing and delivering coordinated public : transportation services that embraces the full family of public transit options. At a national level, there are : currently no industry recognized perform...

  8. Dynamic Service Selection in Workflows Using Performance Data

    Directory of Open Access Journals (Sweden)

    David W. Walker

    2007-01-01

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

  9. 76 FR 55677 - Senior Executive Service (SES) Performance Review Board

    Science.gov (United States)

    2011-09-08

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

  10. ESRD - Clinical Performance Measures (CPM) Project

    Data.gov (United States)

    U.S. Department of Health & Human Services — Section 4558 (b) of the Balanced Budget Act (BBA) requires CMS to develop and implement by January 1, 2000, a method to measure and report the quality of renal...

  11. The quality infrastructure measuring, analyzing, and improving library services

    CERN Document Server

    Murphy, Sarah Anne

    2013-01-01

    Summarizing specific tools for measuring service quality alongside tips for using these tools most effectively, this book helps libraries of all kinds take a programmatic approach to measuring, analyzing, and improving library services.

  12. Traffic Management Systems Performance Measurement: Final Report

    OpenAIRE

    Banks, James H.; Kelly, Gregory

    1997-01-01

    This report documents a study of performance measurement for Transportation Management Centers (TMCs). Performance measurement requirements were analyzed, data collection and management techniques were investigated, and case study traffic data system improvement plans were prepared for two Caltrans districts.

  13. Performance measurement and insurance liabilities

    NARCIS (Netherlands)

    Plantinga, A; Huijgen, C

    2001-01-01

    In this article, the authors develop an attribution framework for evaluating the investment performance of institutional investors such as insurance companies. The model is useful in identifying the investment skills of insurance companies. This is accomplished by developing a dual benchmark for the

  14. 78 FR 67147 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-11-08

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

  15. 77 FR 60450 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-10-03

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

  16. 76 FR 78257 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-12-16

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

  17. 78 FR 44577 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-07-24

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

  18. 77 FR 70779 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-11-27

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

  19. Eva versus Other Performance Measures

    OpenAIRE

    Hechmi Soumaya

    2013-01-01

    Create value not only intended to satisfy shareholders. This is also the way to ensure the ability of the company to ensure its sustainability and finance its growth. The company will not attract new capital if it destroys value. "The concept of value creation is none other than the intersection of strategy (create value) and technique (evaluate the company)"(Powilewicz, 2002). The basic idea behind the different measures of value creation by a company is that a company creates value for its ...

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

    Science.gov (United States)

    Qin, Hong; Prybutok, Victor; Prybutok, Gayle

    2016-01-01

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

  1. Internet Performance and Reliability Measurements

    International Nuclear Information System (INIS)

    Cottrell, Les

    2003-01-01

    Collaborative HEP research is dependent on good Internet connectivity. Although most local- and wide-area networks are carefully watched, there is little monitoring of connections that cross many networks. This paper describes work in progress at several sites to monitor Internet end-to-end performance between hundreds of HEP sites worldwide. At each collection site, ICMP ping packets are automatically sent periodically to sites of interest. The data is recorded and made available to analysis nodes, which collect the data from multiple collection sites and provide analysis and graphing. Future work includes improving the efficiency and accuracy of ping data collection

  2. Readiness to adopt a performance measurement system for ...

    African Journals Online (AJOL)

    Readiness to adopt a performance measurement system for substance abuse treatment: Findings from the Service Quality Measures initiative. ... system, findings show that the likelihood of adoption can be further increased through improved provider awareness and enhanced leadership support for this health innovation.

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

    OpenAIRE

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

    2011-01-01

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

  4. 76 FR 69770 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-11-09

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

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

    OpenAIRE

    ÖZVERİ, Onur; GÜÇLÜ, Pembe; AYCİN, Ejder

    2018-01-01

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

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

    Science.gov (United States)

    2011-04-01

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

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

    Science.gov (United States)

    2011-07-01

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

  8. Cosmic Radiation Measurements in Airline Service

    Energy Technology Data Exchange (ETDEWEB)

    Bagshaw, M

    1999-07-01

    Ionising radiation monitoring equipment is installed in all Concordes and much data have been derived. To validate the measurements from the on-board monitoring equipment, a programme of measurements on Concorde has been carried out using passive dosemeters in association with the UK National Radiological Protection Board. Data from a typical month (in this case October 1997) shows an arithmetic mean dose across the British Airways Concorde fleet of 12.9 ({+-}0.4) {mu}Sv.h{sup -1}. Results from the NRPB measurements for the same month give a dose of 11.4 ({+-}0.5) {mu}Sv.h{sup -1} and application of the CARI 3Q programme gives a dose of 9.6 {mu}Sv.h{sup -1} for the same month. The effective route dose between London and New York gives a mean value of 43.1 {mu}Sv for the Concorde detectors. The NRPB results give a route dose of 38.9 {mu}Sv whereas the CARI 3Q programme gives a route dose of 32.5 {mu}Sv. Measurements have also been performed on the Boeing 747-400 aircraft on the high latitude ultralonghaul direct London-Tokyo flight and these give values in the region of 6 {mu}Sv.h{sup -1}, against the CARI 3Q estimate of 3.7 {mu}Sv.h{sup -1}. (author)

  9. Cosmic Radiation Measurements in Airline Service

    International Nuclear Information System (INIS)

    Bagshaw, M.

    1999-01-01

    Ionising radiation monitoring equipment is installed in all Concordes and much data have been derived. To validate the measurements from the on-board monitoring equipment, a programme of measurements on Concorde has been carried out using passive dosemeters in association with the UK National Radiological Protection Board. Data from a typical month (in this case October 1997) shows an arithmetic mean dose across the British Airways Concorde fleet of 12.9 (±0.4) μSv.h -1 . Results from the NRPB measurements for the same month give a dose of 11.4 (±0.5) μSv.h -1 and application of the CARI 3Q programme gives a dose of 9.6 μSv.h -1 for the same month. The effective route dose between London and New York gives a mean value of 43.1 μSv for the Concorde detectors. The NRPB results give a route dose of 38.9 μSv whereas the CARI 3Q programme gives a route dose of 32.5 μSv. Measurements have also been performed on the Boeing 747-400 aircraft on the high latitude ultralonghaul direct London-Tokyo flight and these give values in the region of 6 μSv.h -1 , against the CARI 3Q estimate of 3.7 μSv.h -1 . (author)

  10. Measuring Service Individuality in Third Party

    DEFF Research Database (Denmark)

    Hsuan, Juliana; Prockl, Günter

    2013-01-01

    Purpose - 3PL services are more or less individually designed bundles of logistics operations that are provided on the basis of a long term relationship between logistics service providers and their clients mostly in industry and retail. The appropriate degree of the individuality is however...... offerings and how to replicate or (re)design the new services offered. Depending on the level of complexity of the TPL services, firms need also to consider the implications of the replication and/or (re)design on the configuration of the supply chain, especially downstream. Originality/value - The paper...... crosses disciplinary boundaries and combines relevant research streams to provide a sound foundation for the categorization and classification of TPL services and for new service design/development (NSD) and supply chain configuration....

  11. PRINCIPLES OF THE SUPPLY CHAIN PERFORMANCE MEASUREMENT

    OpenAIRE

    BEATA ŒLUSARCZYK; SEBASTIAN KOT

    2012-01-01

    Measurement of performance in every business management is a crucial activity allowing for effectiveness increase. The lack of suitable performance measurement is especially noticed in complex systems as supply chains. Responsible persons cannot manage effectively without suitable set of measures those are base for comparison to previous data or effects of other supply chain functioning. The analysis shows that it is very hard to find balanced set of supply chain performance measures those sh...

  12. 77 FR 51523 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2012-08-24

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

  13. Performance Measurement in Global Product Development

    DEFF Research Database (Denmark)

    Taylor, Thomas Paul; Ahmed-Kristensen, Saeema

    2013-01-01

    there is a requirement for the process to be monitored and measured relative to the business strategy of an organisation. It was found that performance measurement is a process that helps achieve sustainable business success, encouraging a learning culture within organisations. To this day, much of the research into how...... performance is measured has focussed on the process of product development. However, exploration of performance measurement related to global product development is relatively unexplored and a need for further research is evident. This paper contributes towards understanding how performance is measured...

  14. Performance measurement of electricity suppliers using PROMETHEE and balance scorecard

    OpenAIRE

    Mona Osati; Manouchehr Omidvari

    2016-01-01

    Performance measurement in energy industry plays an important role on increasing the productivity. Electricity is also among the most essential components of energy in mega cities like Tehran. The lack of a good service in this city may result unpleasant consequences on most civilians who live in this city. This paper presents an empirical investigation to measure the performance of six major electricity contractors in city of Tehran, Iran. The study implements grey numbers to handle any unce...

  15. Health Plan Performance Measurement within Medicare Subvention.

    Science.gov (United States)

    1998-06-01

    the causes of poor performance (Siren & Laffel, 1996). Although outcomes measures such as nosocomial infection rates, admission rates for select...defined. Traditional outcomes measures include infection rates, morbidity, and mortality. The problem with these traditional measures is... Maternal /Child Care Indicators Nursing Staffing Indicators Outcome Indicators Technical Outcomes Plan Performance Stability of Health Plan

  16. IT Performance Dashboard: Customer Service Dashboard

    Data.gov (United States)

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

  17. Evaluation of the Service Review Model with Performance Scorecards

    Science.gov (United States)

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

    2012-01-01

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

  18. Dosimeter characteristics and service performance requirements

    International Nuclear Information System (INIS)

    Ambrosi, P.; Bartlett, D.T.

    1999-01-01

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

  19. Measurement of patient satisfaction with community pharmacy services: a review.

    Science.gov (United States)

    Naik Panvelkar, Pradnya; Saini, Bandana; Armour, Carol

    2009-10-01

    The aim of this review is to conduct an in-depth analysis of the available literature in order to identify and evaluate studies measuring patient satisfaction with pharmacy services delivered by pharmacists in a community setting. An extensive literature search was conducted in five databases (Medline, Scopus, Embase, Psychinfo, International Pharmaceutical Abstracts) using the search terms "patient/client/consumer satisfaction" AND "community pharmacy/pharmacies" AND "pharmacy service/pharmaceutical services/pharmacy program/intervention/intervention studies". Only those articles where the main focus was measuring patient satisfaction with services delivered in community pharmacies were included in the review. Patient satisfaction was explored with three different levels of pharmacy services -- general services, intervention services and cognitive services. Twenty-four articles measuring patient satisfaction with community pharmacy services were retrieved. Of these, eleven measured patient satisfaction with general services, six measured satisfaction with intervention services and seven measured satisfaction with cognitive services. The majority of studies reviewed had adopted and measured satisfaction as a multidimensional construct. None of the studies reviewed tested any theoretical models of satisfaction. Further a lack of consistent instruments measuring patient satisfaction was observed, with most of the reviewed studies using self developed, non-validated or ad hoc instruments with items from various previously published papers. The review also observed high levels of patient satisfaction with pharmacy services be they general, intervention or cognitive services. This review found that patient satisfaction has been measured within the community pharmacy context to a certain degree. Further research is needed to develop and test instruments based on theoretical frameworks, to test satisfaction pre and post hoc and in well designed randomized controlled

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

    Science.gov (United States)

    Sultan, Parves; Wong, Ho

    2010-01-01

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

  1. Fairness as a QoS Measure for Web Services

    Directory of Open Access Journals (Sweden)

    Stefano Bistarelli

    2009-06-01

    Full Text Available Service Oriented Architectures (SOAs are component-based architectures, characterized by reusability, modularization and composition, usually offered by HTTP (web services and often equipped with a Quality of Services (QoS measure. In order to guarantee the fairness property to each client requesting a service, we propose a fair version of the (Soft Concurrent Constraint language to deal with the negotiation phases of the Service Level Agreement (SLA protocol.

  2. Measuring Distribution Performance? Benchmarking Warrants Your Attention

    Energy Technology Data Exchange (ETDEWEB)

    Ericson, Sean J [National Renewable Energy Laboratory (NREL), Golden, CO (United States); Alvarez, Paul [The Wired Group

    2018-04-13

    Identifying, designing, and measuring performance metrics is critical to securing customer value, but can be a difficult task. This article examines the use of benchmarks based on publicly available performance data to set challenging, yet fair, metrics and targets.

  3. Synthesis of work-zone performance measures.

    Science.gov (United States)

    2013-09-01

    The main objective of this synthesis was to identify and summarize how agencies collect, analyze, and report different work-zone : traffic-performance measures, which include exposure, mobility, and safety measures. The researchers also examined comm...

  4. Measuring the performance of business incubators

    OpenAIRE

    VANDERSTRAETEN, Johanna; MATTHYSSENS, Paul; VAN WITTELOOSTUIJN, Arjen

    2012-01-01

    This paper focuses on incubator performance measurement. First, we report the findings of an extensive literature review. Both existing individual measures and more comprehensive measurement systems are discussed. This literature review shows that most incubator researchers and practitioners only use one or a few indicators for performance evaluation, and that existing measurement systems do not recognize the importance of short, medium and long-term results, do not always include an incubato...

  5. 76 FR 61726 - Senior Executive Service Performance Review; Correction

    Science.gov (United States)

    2011-10-05

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

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

    OpenAIRE

    Gou, Juanqiong; Shen, Guguan; Chai, Rui

    2013-01-01

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

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

    African Journals Online (AJOL)

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

  8. 22 CFR 92.81 - Performance of legal services.

    Science.gov (United States)

    2010-04-01

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

  9. 78 FR 52513 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2013-08-23

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

  10. 76 FR 57947 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2011-09-19

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

  11. COMPANY PERFORMANCE MEASUREMENT AND REPORTING METHODS

    Directory of Open Access Journals (Sweden)

    Nicu Ioana Elena

    2012-12-01

    Full Text Available One of the priorities of economic research has been and remains the re-evaluation of the notion of performance and especially exploring and finding some indicators that would reflect as accurately as possible the subtleties of the economic entity. The main purpose of this paper is to highlight the main company performance measurement and reporting methods. Performance is a concept that raises many question marks concerning the most accurate or the best method of reporting the performance at the company level. The research methodology has aimed at studying the Romanian and foreign specialized literature dealing with the analyzed field, studying magazines specialized on company performance measurement. If the financial performance measurement indicators are considered to offer an accurate image of the situation of the company, the modern approach through non-financial indicators offers a new perspective upon performance measurement, which is based on simplicity. In conclusion, after the theoretical study, I have noticed that the methods of performance measurement, reporting and interpretation are various, the opinions regarding the best performance measurement methods are contradictive and the companies prefer resorting to financial indicators that still play a more important role in the consolidation of the company performance measurement than the non-financial indicators do.

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

    Science.gov (United States)

    Bramesfeld, A; Stegbauer, C

    2016-10-01

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

  13. Managing for Results--Linking Performance Measures and Budgets.

    Science.gov (United States)

    McGee, William L.; Fountain, James R., Jr.

    1995-01-01

    The Government Accounting Standards Board notion of service efforts and accomplishments reporting is one step in a process of managing for results that includes strategic planning, development and use of performance measures of managing ongoing programs, and outputs to budgetary appropriation. Reports a trial application to one school district.…

  14. Application Of Quality Function Deployment (QFD) To Measure Performance

    International Nuclear Information System (INIS)

    Fazila Said; Mohd Amirul Shafiq Shafiee; Nurul Hasanah Mohd Abd Basir

    2014-01-01

    This study aims to measure service quality performance and identify critical service quality characteristics as perceived by the customers. An integrated results survey that conducted by seven service centers that certified with Quality Management System (QMS) in Nuclear Malaysia are analysed. This is followed by constructing House of Quality (HoQ) and identifying other parameters for the Quality Function Deployment (QFD) matrix. HoQ is a simple and attractive service innovation tool which can be used to directly show comprehensive information which contained the voice of customer (VOC), technical response, technical correlation and matrix relationship. This study revealed that the information's from HoQ with further discussion on planning part which can be used to assist management in knowing the overall detail information of service center achievement and recognizes the solution for unsatisfied customer through priority improvement activity to enhance the customer satisfaction in future. (author)

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

    DEFF Research Database (Denmark)

    Nielsen, Poul Aaes

    2014-01-01

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

  16. On music performance, theories, measurement en diversity

    NARCIS (Netherlands)

    Timmers, R.; Honing, H.J.

    2002-01-01

    Measurement of musical performances is of interest to studies in musicology, music psychology and music performance practice, but in general it has not been considered the main issue: when analyzing Western classical music, these disciplines usually focus on the score rather than the performance.

  17. Intercomparison 2003 for Radon measurement services at PSI

    CERN Document Server

    Butterweck, G

    2003-01-01

    Twelve radon measurement services participated in the 2003 Radon Intercomparison Exercise performed at the Reference Laboratory for Radon Gas Activity Concentration Measurements at Paul Scherrer Institut (PSI) during March 13th to 24th, 2003. Ten of these laboratories were approved by the Swiss Federal Office of Public Health and their participation in the intercomparison exercise was a requirement to warrant quality of measurement. Radon gas detectors (etched-track and electret ionisation chambers) and instruments (ionisation chambers and electrostatic precipitation) were exposed in the PSI Radon Chamber in a reference atmosphere with an average radon gas concentration of 1950 Bqm sup - sup 3 leading to a radon gas exposure of 517 kBqhm sup - sup 3. Additional five electret-detectors of an approved measuring service were purchased by the Swiss Federal Office of Public Health for a spot check. Two of these were exposed as described above, two had an exposure of 247 kBqhm sup - sup 3 at an average radon concen...

  18. Strategic Performance Options in Professional Service Organizations

    NARCIS (Netherlands)

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

    2000-01-01

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

  19. 77 FR 65685 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2012-10-30

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

  20. Development of a Behavioral Performance Measure

    Directory of Open Access Journals (Sweden)

    Marcelo Cabus Klotzle

    2012-09-01

    Full Text Available Since the fifties, several measures have been developed in order to measure the performance of investments or choices involving uncertain outcomes. Much of these measures are based on Expected Utility Theory, but since the nineties a number of measures have been proposed based on Non-Expected Utility Theory. Among the Theories of Non-Expected Utility highlights Prospect Theory, which is the foundation of Behavioral Finance. Based on this theory this study proposes a new performance measure in which are embedded loss aversion along with the likelihood of distortions in the choice of alternatives. A hypothetical example is presented in which various performance measures, including the new measure are compared. The results showed that the ordering of the assets varied depending on the performance measure adopted. According to what was expected, the new performance measure clearly has captured the distortion of probabilities and loss aversion of the decision maker, ie, those assets with the greatest negative deviations from the target were those who had the worst performance.

  1. Measuring quality of dental care: Caries prevention services for children.

    Science.gov (United States)

    Herndon, Jill Boylston; Tomar, Scott L; Catalanotto, Frank A; Rudner, Nancy; Huang, I-Chan; Aravamudhan, Krishna; Shenkman, Elizabeth A; Crall, James J

    2015-08-01

    The authors conducted a study to validate the following 3 evidence-based, process-of-care quality measures focused on dental caries prevention for children with an elevated risk of experiencing caries: sealants for 6- to 9-year-olds, sealants for 10- to 14-year-olds, and topical fluoride. Using evidence-based guidelines, the Dental Quality Alliance developed measures for implementation with administrative data at the plan and program levels. To validate the measures, the authors used data from the Florida and Texas Medicaid programs and Children's Health Insurance Programs and from national commercial dental benefit plans. Data were extracted from 414 randomly selected dental office records to validate the use of administrative data to accurately calculate the measures. The authors also assessed statistically significant variations in overall measure performance. Agreement between administrative data and dental records was 95% for sealants (κ = 0.82) and 90% for topical fluoride (κ = 0.78). Sensitivity and specificity were 90.7% and 88.5% for topical fluoride and 77.8% and 98.8% for sealants, respectively. Variation in overall measure performance was greatest for topical fluoride (χ(2) = 5,887.1; P caries received at least 2 topical fluoride applications during the reporting year. Although there was greater variation in performance for sealants for 6- to 9-year-olds (range, 21.0-31.3%; χ(2) = 548.6; P caries prevention process-of-care quality measures can be implemented feasibly and validly using administrative claims data. The measures can be used to assess, monitor, and improve the proportion of children with an elevated risk of experiencing dental caries who receive evidence-based caries prevention services. Copyright © 2015 American Dental Association. Published by Elsevier Inc. All rights reserved.

  2. Alternative Measured-Service Rate Structures for Local Telephone Service,

    Science.gov (United States)

    1980-06-01

    contracts or grants . Views expressed in a Papet are the author’s own, and are not necessarily shared by Rand or its research sponsors. The Rand Corporation...by National Science Foundation, grant DAR 77-16286 to The Rand Corporation. Measuring costs depend strongly on the technology of the telephone network...a Budget Constraint. The Case of the Two-Part Tariff," Review of Economic Studies, July 1974, Vol. 41, pp. 337-345. -28- Oi, W. Y., "A Disneyland

  3. Performance measures for a dialysis setting.

    Science.gov (United States)

    Gu, Xiuzhu; Itoh, Kenji

    2018-03-01

    This study from Japan extracted performance measures for dialysis unit management and investigated their characteristics from professional views. Two surveys were conducted using self-administered questionnaires, in which dialysis managers/staff were asked to rate the usefulness of 44 performance indicators. A total of 255 managers and 2,097 staff responded. Eight performance measures were elicited from dialysis manager and staff responses: these were safety, operational efficiency, quality of working life, financial effectiveness, employee development, mortality, patient/employee satisfaction and patient-centred health care. These performance measures were almost compatible with those extracted in overall healthcare settings in a previous study. Internal reliability, content and construct validity of the performance measures for the dialysis setting were ensured to some extent. As a general trend, both dialysis managers and staff perceived performance measures as highly useful, especially for safety, mortality, operational efficiency and patient/employee satisfaction, but showed relatively low concerns for patient-centred health care and employee development. However, dialysis managers' usefulness perceptions were significantly higher than staff. Important guidelines for designing a holistic hospital/clinic management system were yielded. Performance measures must be balanced for outcomes and performance shaping factors (PSF); a common set of performance measures could be applied to all the healthcare settings, although performance indicators of each measure should be composed based on the application field and setting; in addition, sound causal relationships between PSF and outcome measures/indicators should be explored for further improvement. © 2017 European Dialysis and Transplant Nurses Association/European Renal Care Association.

  4. MEASUREMENT: ACCOUNTING FOR RELIABILITY IN PERFORMANCE ESTIMATES.

    Science.gov (United States)

    Waterman, Brian; Sutter, Robert; Burroughs, Thomas; Dunagan, W Claiborne

    2014-01-01

    When evaluating physician performance measures, physician leaders are faced with the quandary of determining whether departures from expected physician performance measurements represent a true signal or random error. This uncertainty impedes the physician leader's ability and confidence to take appropriate performance improvement actions based on physician performance measurements. Incorporating reliability adjustment into physician performance measurement is a valuable way of reducing the impact of random error in the measurements, such as those caused by small sample sizes. Consequently, the physician executive has more confidence that the results represent true performance and is positioned to make better physician performance improvement decisions. Applying reliability adjustment to physician-level performance data is relatively new. As others have noted previously, it's important to keep in mind that reliability adjustment adds significant complexity to the production, interpretation and utilization of results. Furthermore, the methods explored in this case study only scratch the surface of the range of available Bayesian methods that can be used for reliability adjustment; further study is needed to test and compare these methods in practice and to examine important extensions for handling specialty-specific concerns (e.g., average case volumes, which have been shown to be important in cardiac surgery outcomes). Moreover, it's important to note that the provider group average as a basis for shrinkage is one of several possible choices that could be employed in practice and deserves further exploration in future research. With these caveats, our results demonstrate that incorporating reliability adjustment into physician performance measurements is feasible and can notably reduce the incidence of "real" signals relative to what one would expect to see using more traditional approaches. A physician leader who is interested in catalyzing performance improvement

  5. Towards integrating environmental performance in divisional performance measurement

    Directory of Open Access Journals (Sweden)

    Collins C Ngwakwe

    2014-08-01

    Full Text Available This paper suggests an integration of environmental performance measurement (EPM into conventional divisional financial performance measures as a catalyst to enhance managers’ drive toward cleaner production and sustainable development. The approach is conceptual and normative; and using a hypothetical firm, it suggests a model to integrate environmental performance measure as an ancillary to conventional divisional financial performance measures. Vroom’s motivation theory and other literature evidence indicate that corporate goals are achievable in an environment where managers’ efforts are recognised and thus rewarded. Consequently the paper suggests that environmentally motivated managers are important to propel corporate sustainability strategy toward desired corporate environmental governance and sustainable economic development. Thus this suggested approach modestly adds to existing environmental management accounting (EMA theory and literature. It is hoped that this paper may provide an agenda for further research toward a practical application of the suggested method in a firm.

  6. Introduction to control system performance measurements

    CERN Document Server

    Garner, K C

    1968-01-01

    Introduction to Control System Performance Measurements presents the methods of dynamic measurements, specifically as they apply to control system and component testing. This book provides an introduction to the concepts of statistical measurement methods.Organized into nine chapters, this book begins with an overview of the applications of automatic control systems that pervade almost every area of activity ranging from servomechanisms to electrical power distribution networks. This text then discusses the common measurement transducer functions. Other chapters consider the basic wave

  7. Internal Performance Measurement Systems: Problems and Solutions

    DEFF Research Database (Denmark)

    Jakobsen, Morten; Mitchell, Falconer; Nørreklit, Hanne

    2010-01-01

    This article pursues two aims: to identify problems and dangers related to the operational use of internal performance measurement systems of the Balanced Scorecard (BSC) type and to provide some guidance on how performance measurement systems may be designed to overcome these problems....... The analysis uses and extends N rreklit's (2000) critique of the BSC by applying the concepts developed therein to contemporary research on the BSC and to the development of practice in performance measurement. The analysis is of relevance for many companies in the Asia-Pacific area as an increasing numbers...

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

    DEFF Research Database (Denmark)

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

    2012-01-01

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

  9. Measurement uncertainty analysis techniques applied to PV performance measurements

    International Nuclear Information System (INIS)

    Wells, C.

    1992-10-01

    The purpose of this presentation is to provide a brief introduction to measurement uncertainty analysis, outline how it is done, and illustrate uncertainty analysis with examples drawn from the PV field, with particular emphasis toward its use in PV performance measurements. The uncertainty information we know and state concerning a PV performance measurement or a module test result determines, to a significant extent, the value and quality of that result. What is measurement uncertainty analysis? It is an outgrowth of what has commonly been called error analysis. But uncertainty analysis, a more recent development, gives greater insight into measurement processes and tests, experiments, or calibration results. Uncertainty analysis gives us an estimate of the I interval about a measured value or an experiment's final result within which we believe the true value of that quantity will lie. Why should we take the time to perform an uncertainty analysis? A rigorous measurement uncertainty analysis: Increases the credibility and value of research results; allows comparisons of results from different labs; helps improve experiment design and identifies where changes are needed to achieve stated objectives (through use of the pre-test analysis); plays a significant role in validating measurements and experimental results, and in demonstrating (through the post-test analysis) that valid data have been acquired; reduces the risk of making erroneous decisions; demonstrates quality assurance and quality control measures have been accomplished; define Valid Data as data having known and documented paths of: Origin, including theory; measurements; traceability to measurement standards; computations; uncertainty analysis of results

  10. Telerobotic system performance measurement - Motivation and methods

    Science.gov (United States)

    Kondraske, George V.; Khoury, George J.

    1992-01-01

    A systems performance-based strategy for modeling and conducting experiments relevant to the design and performance characterization of telerobotic systems is described. A developmental testbed consisting of a distributed telerobotics network and initial efforts to implement the strategy described is presented. Consideration is given to the general systems performance theory (GSPT) to tackle human performance problems as a basis for: measurement of overall telerobotic system (TRS) performance; task decomposition; development of a generic TRS model; and the characterization of performance of subsystems comprising the generic model. GSPT employs a resource construct to model performance and resource economic principles to govern the interface of systems to tasks. It provides a comprehensive modeling/measurement strategy applicable to complex systems including both human and artificial components. Application is presented within the framework of a distributed telerobotics network as a testbed. Insight into the design of test protocols which elicit application-independent data is described.

  11. Performance measurement in transport sector analysis

    Directory of Open Access Journals (Sweden)

    M. Išoraitė

    2004-06-01

    Full Text Available The article analyses the following issues: 1. Performance measurement in literature. The performance measurement has an important role to play in the efficient and effective management of organizations. Kaplan and Johnson highlighted the failure of the financial measures to reflect changes in the competitive circumstances and strategies of modern organizations. Many authors have focused attention on how organizations can design more appropriate measurement systems. Based on literature, consultancy experience and action research, numerous processes have been developed that organizations can follow in order to design and implement systems. Many frameworks have been proposed that support these processes. The objective of such frameworks is to help organizations define a set of measures that reflect their objectives and assess their performance appropriately. 2. Transport sector performance and its impacts measuring. The purpose of transport measurement is to identify opportunities enhancing transport performance. Successful transport sector management requires a system to analyze its efficiency and effectiveness as well as plan interventions if transport sector performance needs improvement. Transport impacts must be measurable and monitorable so that the person responsible for the project intervention can decide when and how to influence them. Performance indicators provide a means to measure and monitor impacts. These indicators essentially reflect quantitative and qualitative aspects of impacts at given time and places. 3. Transport sector output and input. Transport sector inputs are the resources required to deliver transport sector outputs. Transport sector inputs are typically: human resources, particularly skilled resources (including specialists consulting inputs; technology processes such as equipment and work; and finance, both public and private. 4. Transport sector policy and institutional framework; 5. Cause – effect linkages; 6

  12. EVALUATION OF HOTEL SERVICE-PERFORMANCE PROCESS IN BULGARIA

    Directory of Open Access Journals (Sweden)

    Georgina Lukanova

    2010-06-01

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

  13. Road weather management performance measures : 2012 update.

    Science.gov (United States)

    2013-08-01

    In 2007, the Road Weather Management Program (RWMP) conducted a study with stakeholders from the transportation and meteorological communities to define eleven performance measures that would enable the Federal Highway Administration (FHWA) to determ...

  14. Performance measures for metropolitan planning organizations.

    Science.gov (United States)

    2012-04-01

    Performance measurement is a topic of increasing importance to transportation agencies, as issues with : funding shortfalls and concerns about transportation system efficiency lead to a shift in how transportation : decision making is carried out. In...

  15. Smart city performance measurement framework. CITYkeys

    NARCIS (Netherlands)

    Airaksinen, M.; Seppa, I.P.; Huovilla, A.; Neumann, H.M.; Iglar, B.; Bosch, P.R.

    2017-01-01

    This paper presents a holistic performance measurement framework for harmonized and transparent monitoring and comparability of the European cities activities during the implementation of Smart City solutions. The work methodology was based on extensive collaboration and communication with European

  16. 76 FR 61346 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-10-04

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

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

    Science.gov (United States)

    Van Ryzin, Gregg G.

    2004-01-01

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

  18. 78 FR 5516 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2013-01-25

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

  19. 75 FR 14214 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2010-03-24

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

  20. 76 FR 39926 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2011-07-07

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

  1. 76 FR 81998 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2011-12-29

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

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

    Science.gov (United States)

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

    2010-01-01

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

  3. The comprehensive care project: measuring physician performance in ambulatory practice.

    Science.gov (United States)

    Holmboe, Eric S; Weng, Weifeng; Arnold, Gerald K; Kaplan, Sherrie H; Normand, Sharon-Lise; Greenfield, Sheldon; Hood, Sarah; Lipner, Rebecca S

    2010-12-01

    To investigate the feasibility, reliability, and validity of comprehensively assessing physician-level performance in ambulatory practice. Ambulatory-based general internists in 13 states participated in the assessment. We assessed physician-level performance, adjusted for patient factors, on 46 individual measures, an overall composite measure, and composite measures for chronic, acute, and preventive care. Between- versus within-physician variation was quantified by intraclass correlation coefficients (ICC). External validity was assessed by correlating performance on a certification exam. Medical records for 236 physicians were audited for seven chronic and four acute care conditions, and six age- and gender-appropriate preventive services. Performance on the individual and composite measures varied substantially within (range 5-86 percent compliance on 46 measures) and between physicians (ICC range 0.12-0.88). Reliabilities for the composite measures were robust: 0.88 for chronic care and 0.87 for preventive services. Higher certification exam scores were associated with better performance on the overall (r = 0.19; pmeasures and by sampling feasible numbers of patients for each condition. © Health Research and Educational Trust.

  4. 75 FR 70002 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2010-11-16

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

  5. 76 FR 70131 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2011-11-10

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

  6. 78 FR 77125 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2013-12-20

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

  7. 75 FR 69063 - Senior Executive Service; Performance Review Board

    Science.gov (United States)

    2010-11-10

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

  8. 78 FR 70029 - Senior Executive Service; Performance Review Board

    Science.gov (United States)

    2013-11-22

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

  9. 77 FR 64969 - Senior Executive Service; Performance Review Board

    Science.gov (United States)

    2012-10-24

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

  10. 77 FR 66191 - Senior Executive Service-Performance Review Board

    Science.gov (United States)

    2012-11-02

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

  11. 76 FR 70713 - Senior Executive Service; Performance Review Board

    Science.gov (United States)

    2011-11-15

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

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

    Science.gov (United States)

    Pai, Yogesh P; Chary, Satyanarayana T

    2016-04-18

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

  13. Enabling High-Performance Computing as a Service

    KAUST Repository

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

    2012-01-01

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

  14. Work zone performance measures pilot test.

    Science.gov (United States)

    2011-04-01

    Currently, a well-defined and validated set of metrics to use in monitoring work zone performance do not : exist. This pilot test was conducted to assist state DOTs in identifying what work zone performance : measures can and should be targeted, what...

  15. ASUPT Automated Objective Performance Measurement System.

    Science.gov (United States)

    Waag, Wayne L.; And Others

    To realize its full research potential, a need exists for the development of an automated objective pilot performance evaluation system for use in the Advanced Simulation in Undergraduate Pilot Training (ASUPT) facility. The present report documents the approach taken for the development of performance measures and also presents data collected…

  16. Measuring performance in virtual reality phacoemulsification surgery

    Science.gov (United States)

    Söderberg, Per; Laurell, Carl-Gustaf; Simawi, Wamidh; Skarman, Eva; Nordh, Leif; Nordqvist, Per

    2008-02-01

    We have developed a virtual reality (VR) simulator for phacoemulsification surgery. The current work aimed at developing a relative performance index that characterizes the performance of an individual trainee. We recorded measurements of 28 response variables during three iterated surgical sessions in 9 experienced cataract surgeons, separately for the sculpting phase and the evacuation phase of phacoemulsification surgery and compared their outcome to that of a reference group of naive trainees. We defined an individual overall performance index, an individual class specific performance index and an individual variable specific performance index. We found that on an average the experienced surgeons performed at a lower level than a reference group of naive trainees but that this was particularly attributed to a few surgeons. When their overall performance index was further analyzed as class specific performance index and variable specific performance index it was found that the low level performance was attributed to a behavior that is acceptable for an experienced surgeon but not for a naive trainee. It was concluded that relative performance indices should use a reference group that corresponds to the measured individual since the definition of optimal surgery may vary among trainee groups depending on their level of experience.

  17. Measuring service life and evaluating the quality of solid tires

    Directory of Open Access Journals (Sweden)

    Charoenyut Dechwayukul

    2010-08-01

    Full Text Available The objective of this research is to propose procedures for measuring service life and evaluating the quality of locallymade and used solid tires in Thailand. The solid tires were stressed and rotated until blowout on a drum-like test apparatuswhich is designed, constructed by the authors and equipped with laboratory instrumentation. Solid tires from five differentmanufacturers were selected for testing. We measured service life, length of time to tire failure, at three different loadingamplitudes and three different speeds on the testing drum. The service life of all specimens was studied and compared todetermine the possibility of using service life to evaluate the quality of a solid tire.

  18. APPROXIMATIONS TO PERFORMANCE MEASURES IN QUEUING SYSTEMS

    Directory of Open Access Journals (Sweden)

    Kambo, N. S.

    2012-11-01

    Full Text Available Approximations to various performance measures in queuing systems have received considerable attention because these measures have wide applicability. In this paper we propose two methods to approximate the queuing characteristics of a GI/M/1 system. The first method is non-parametric in nature, using only the first three moments of the arrival distribution. The second method treads the known path of approximating the arrival distribution by a mixture of two exponential distributions by matching the first three moments. Numerical examples and optimal analysis of performance measures of GI/M/1 queues are provided to illustrate the efficacy of the methods, and are compared with benchmark approximations.

  19. Innovative United Kingdom Approaches To Measuring Service Quality.

    Science.gov (United States)

    Winkworth, Ian

    2001-01-01

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

  20. Is There a Correlation Between Infection Control Performance and Other Hospital Quality Measures?

    Science.gov (United States)

    O'Hara, Lyndsay M; Morgan, Daniel J; Pineles, Lisa; Li, Shanshan; Sulis, Carol; Bowling, Jason; Drees, Marci; Jacob, Jesse T; Anderson, Deverick J; Warren, David K; Harris, Anthony D

    2017-06-01

    Quality measures are increasingly reported by hospitals to the Centers for Medicare and Medicaid Services (CMS), yet there may be tradeoffs in performance between infection control (IC) and other quality measures. Hospitals that performed best on IC measures did not perform well on most CMS non-IC quality measures. Infect Control Hosp Epidemiol 2017;38:736-739.

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

    International Nuclear Information System (INIS)

    2004-01-01

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

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

    DEFF Research Database (Denmark)

    Hsuan, Juliana; Frandsen, Thomas; Raja, Jawwad

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

  3. Measurement Of Shariah Stock Performance Using Risk Adjusted Performance

    Directory of Open Access Journals (Sweden)

    Zuhairan Y Yunan

    2015-03-01

    Full Text Available The aim of this research is to analyze the shariah stock performance using risk adjusted performance method. There are three parameters to measure the stock performance i.e. Sharpe, Treynor, and Jensen. This performance’s measurements calculate the return and risk factor from shariah stocks. The data that used on this research is using the data of stocks at Jakarta Islamic Index. Sampling method that used on this paper is purposive sampling. This research is using ten companies as a sample. The result shows that from three parameters, the stock that have a best performance are AALI, ANTM, ASII, CPIN, INDF, KLBF, LSIP, and UNTR.DOI: 10.15408/aiq.v7i1.1364

  4. Family-centred service coordination in childhood health and disability services: the search for meaningful service outcome measures.

    Science.gov (United States)

    Trute, B; Hiebert-Murphy, D; Wright, A

    2008-05-01

    Potential service outcome measures were tested for their utility in the assessment of the quality of 'family centred' service coordination in the provincial network of children's disability services in Manitoba, Canada. This study is based on in-home survey data provided by 103 mothers at 6 and 18 months following assignment of a 'dedicated' service coordinator. Service outcome indicators included measures of parent self-esteem, parenting stress, family functioning and the need for family support resources. Hierarchical regression analyses showed no relationship between level of quality of family-centred service coordination and standardized psychosocial measures of parent and family functioning. However, family centredness of service coordination was found to predict significant reduction in level of family need for psychosocial support resources after 18 months of contact with a service coordinator. Outcome measures that are focused on specific and tangible results of service coordination appear to be of higher utility in service quality assessment than are more global, standardized measures of parent and family functioning.

  5. Developing Human Performance Measures (PSAM8)

    International Nuclear Information System (INIS)

    Jeffrey C. Joe

    2006-01-01

    Through the reactor oversight process (ROP), the U.S. Nuclear Regulatory Commission (NRC) monitors the performance of utilities licensed to operate nuclear power plants. The process is designed to assure public health and safety by providing reasonable assurance that licensees are meeting the cornerstones of safety and designated crosscutting elements. The reactor inspection program, together with performance indicators (PIs), and enforcement activities form the basis for the NRC's risk-informed, performance based regulatory framework. While human performance is a key component in the safe operation of nuclear power plants and is a designated cross-cutting element of the ROP, there is currently no direct inspection or performance indicator for assessing human performance. Rather, when human performance is identified as a substantive cross cutting element in any 1 of 3 categories (resources, organizational or personnel), it is then evaluated for common themes to determine if follow-up actions are warranted. However, variability in human performance occurs from day to day, across activities that vary in complexity, and workgroups, contributing to the uncertainty in the outcomes of performance. While some variability in human performance may be random, much of the variability may be attributed to factors that are not currently assessed. There is a need to identify and assess aspects of human performance that relate to plant safety and to develop measures that can be used to successfully assure licensee performance and indicate when additional investigation may be required. This paper presents research that establishes a technical basis for developing human performance measures. In particular, we discuss: (1) how historical data already gives some indication of connection between human performance and overall plant performance, (2) how industry led efforts to measure and model human performance and organizational factors could serve as a data source and basis for a

  6. Measuring service quality in a hospital colposcopy clinic.

    Science.gov (United States)

    Wisniewski, Mik; Wisniewski, Hazel

    2005-01-01

    The issues surrounding the measurement and provision of service quality in a health care setting are becoming increasingly important to nursing. This research study aims to apply the SERVQUAL measurement instrument in a Scottish colposcopy clinic. The study involved adapting the SERVQUAL instrument to the colposcopy setting and asking a sample of patients to complete the questionnaire. Patient expectations of service were obtained on first attendance at the clinic. Patient perceptions of service received were obtained on completion of treatment. Perceptions and expectations are then compared to identify where the largest service gaps exist. Although patient satisfaction with the overall service provided was generally high, the instrument provided evidence of where specific service improvements were needed. The largest service quality gap was for the reliability of service. The research also revealed the need for improved premises. Although the study has a limited sample size, it does appear that the SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in nursing, enabling nursing staff to identify where improvements are needed from the patients' perspective. The study has raised a number of issues which would form the basis for useful further research. Service quality from the patients' perspective should be routinely monitored and assessed. The findings should be useful to nursing staff seeking to assess, and improve, service quality.

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

    Directory of Open Access Journals (Sweden)

    Victor Danciu

    2007-08-01

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

  8. Performance measurement of electricity suppliers using PROMETHEE and balance scorecard

    Directory of Open Access Journals (Sweden)

    Mona Osati

    2016-06-01

    Full Text Available Performance measurement in energy industry plays an important role on increasing the productivity. Electricity is also among the most essential components of energy in mega cities like Tehran. The lack of a good service in this city may result unpleasant consequences on most civilians who live in this city. This paper presents an empirical investigation to measure the performance of six major electricity contractors in city of Tehran, Iran. The study implements grey numbers to handle any uncertainty associated with numbers. The study has also adopted four main perspectives used in balanced scorecard as part of PROMETHEE method to rank different contractors.

  9. Party Control, Party Competition and Public Service Performance

    OpenAIRE

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

    2012-01-01

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

  10. Measurement uncertainty analysis techniques applied to PV performance measurements

    Energy Technology Data Exchange (ETDEWEB)

    Wells, C.

    1992-10-01

    The purpose of this presentation is to provide a brief introduction to measurement uncertainty analysis, outline how it is done, and illustrate uncertainty analysis with examples drawn from the PV field, with particular emphasis toward its use in PV performance measurements. The uncertainty information we know and state concerning a PV performance measurement or a module test result determines, to a significant extent, the value and quality of that result. What is measurement uncertainty analysis It is an outgrowth of what has commonly been called error analysis. But uncertainty analysis, a more recent development, gives greater insight into measurement processes and tests, experiments, or calibration results. Uncertainty analysis gives us an estimate of the I interval about a measured value or an experiment's final result within which we believe the true value of that quantity will lie. Why should we take the time to perform an uncertainty analysis A rigorous measurement uncertainty analysis: Increases the credibility and value of research results; allows comparisons of results from different labs; helps improve experiment design and identifies where changes are needed to achieve stated objectives (through use of the pre-test analysis); plays a significant role in validating measurements and experimental results, and in demonstrating (through the post-test analysis) that valid data have been acquired; reduces the risk of making erroneous decisions; demonstrates quality assurance and quality control measures have been accomplished; define Valid Data as data having known and documented paths of: Origin, including theory; measurements; traceability to measurement standards; computations; uncertainty analysis of results.

  11. Measurement uncertainty analysis techniques applied to PV performance measurements

    Energy Technology Data Exchange (ETDEWEB)

    Wells, C

    1992-10-01

    The purpose of this presentation is to provide a brief introduction to measurement uncertainty analysis, outline how it is done, and illustrate uncertainty analysis with examples drawn from the PV field, with particular emphasis toward its use in PV performance measurements. The uncertainty information we know and state concerning a PV performance measurement or a module test result determines, to a significant extent, the value and quality of that result. What is measurement uncertainty analysis? It is an outgrowth of what has commonly been called error analysis. But uncertainty analysis, a more recent development, gives greater insight into measurement processes and tests, experiments, or calibration results. Uncertainty analysis gives us an estimate of the I interval about a measured value or an experiment`s final result within which we believe the true value of that quantity will lie. Why should we take the time to perform an uncertainty analysis? A rigorous measurement uncertainty analysis: Increases the credibility and value of research results; allows comparisons of results from different labs; helps improve experiment design and identifies where changes are needed to achieve stated objectives (through use of the pre-test analysis); plays a significant role in validating measurements and experimental results, and in demonstrating (through the post-test analysis) that valid data have been acquired; reduces the risk of making erroneous decisions; demonstrates quality assurance and quality control measures have been accomplished; define Valid Data as data having known and documented paths of: Origin, including theory; measurements; traceability to measurement standards; computations; uncertainty analysis of results.

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

    Science.gov (United States)

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

    2008-01-01

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

  13. Ambulatory care registered nurse performance measurement.

    Science.gov (United States)

    Swan, Beth Ann; Haas, Sheila A; Chow, Marilyn

    2010-01-01

    On March 1-2, 2010, a state-of-the-science invitational conference titled "Ambulatory Care Registered Nurse Performance Measurement" was held to focus on measuring quality at the RN provider level in ambulatory care. The conference was devoted to ambulatory care RN performance measurement and quality of health care. The specific emphasis was on formulating a research agenda and developing a strategy to study the testable components of the RN role related to care coordination and care transitions, improving patient outcomes, decreasing health care costs, and promoting sustainable system change. The objectives were achieved through presentations and discussion among expert inter-professional participants from nursing, public health, managed care, research, practice, and policy. Conference speakers identified priority areas for a unified practice, policy, and research agenda. Crucial elements of the strategic dialogue focused on issues and implications for nursing and inter-professional practice, quality, and pay-for-performance.

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

    Directory of Open Access Journals (Sweden)

    Imran Qadir

    2017-11-01

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

  15. Procedure to Measure Indoor Lighting Energy Performance

    Energy Technology Data Exchange (ETDEWEB)

    Deru, M.; Blair, N.; Torcellini, P.

    2005-10-01

    This document provides standard definitions of performance metrics and methods to determine them for the energy performance of building interior lighting systems. It can be used for existing buildings and for proposed buildings. The primary users for whom these documents are intended are building energy analysts and technicians who design, install, and operate data acquisition systems, and who analyze and report building energy performance data. Typical results from the use of this procedure are the monthly and annual energy used for lighting, energy savings from occupancy or daylighting controls, and the percent of the total building energy use that is used by the lighting system. The document is not specifically intended for retrofit applications. However, it does complement Measurement and Verification protocols that do not provide detailed performance metrics or measurement procedures.

  16. Multi-echelon systems : a service measure perspective

    NARCIS (Netherlands)

    Diks, E.B.; Kok, de A.G.; Lagodimos, A.G.

    1996-01-01

    This paper reviews the most important results on divergent multi-echelon systems. In particular, we concentrate on the interactions between the elements that constitute such a multi-echelon system, in order to determine several service measures (e.g. external customer service level and inventory

  17. Towards Smart Buildings Performance Testing as a Service

    DEFF Research Database (Denmark)

    Markoska, Elena; Lazarova-Molnar, Sanja

    2018-01-01

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

  18. 20 CFR 901.2 - Eligibility to perform actuarial services.

    Science.gov (United States)

    2010-04-01

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

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

    African Journals Online (AJOL)

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

  20. 78 FR 52995 - Senior Executive Service: Performance Review Board Members

    Science.gov (United States)

    2013-08-27

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

  1. 78 FR 63275 - Senior Executive Service Performance Review Boards Membership

    Science.gov (United States)

    2013-10-23

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

  2. 78 FR 44563 - Senior Executive Service (SES) Performance Review Board

    Science.gov (United States)

    2013-07-24

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

  3. 78 FR 75447 - Senior Executive Service; Departmental Performance Review Board

    Science.gov (United States)

    2013-12-11

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

  4. 77 FR 43900 - Senior Executive Service Performance Review Boards Membership

    Science.gov (United States)

    2012-07-26

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

  5. 76 FR 64421 - Senior Executive Service: Performance Review Board Members

    Science.gov (United States)

    2011-10-18

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

  6. 77 FR 70204 - Senior Executive Service: Performance Review Board Members

    Science.gov (United States)

    2012-11-23

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

  7. 75 FR 71785 - Senior Executive Service: Performance Review Board Members

    Science.gov (United States)

    2010-11-24

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

  8. 75 FR 68668 - Senior Executive Service; Departmental Performance Review Board

    Science.gov (United States)

    2010-11-08

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

  9. 76 FR 69798 - Senior Executive Service; Departmental Performance Review Board

    Science.gov (United States)

    2011-11-09

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

  10. 76 FR 63986 - Senior Executive Service Performance Review Boards Membership

    Science.gov (United States)

    2011-10-14

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

  11. Performance measures for transform data coding.

    Science.gov (United States)

    Pearl, J.; Andrews, H. C.; Pratt, W. K.

    1972-01-01

    This paper develops performance criteria for evaluating transform data coding schemes under computational constraints. Computational constraints that conform with the proposed basis-restricted model give rise to suboptimal coding efficiency characterized by a rate-distortion relation R(D) similar in form to the theoretical rate-distortion function. Numerical examples of this performance measure are presented for Fourier, Walsh, Haar, and Karhunen-Loeve transforms.

  12. Using fuzzy gap analysis to measure service quality of medical tourism in Taiwan.

    Science.gov (United States)

    Ho, Li-Hsing; Feng, Shu-Yun; Yen, Tieh-Min

    2015-01-01

    The purpose of this paper is intended to create a model to measure quality of service, using fuzzy linguistics to analyze the quality of service of medical tourism in Taiwan so as to find the direction for improvement of service quality in medical tourism. The study developed fuzzy questionnaires based on the characteristics of medical tourism quality of service in Taiwan. Questionnaires were delivered and recovered from February to April 2014, using random sampling according to the proportion of medical tourism companies in each region, and 150 effective samples were obtained. The critical quality of service level is found through the fuzzy gap analysis using questionnaires examining expectations and perceptions of customers, as the direction for continuous improvement. From the study, the primary five critical service items that improve the quality of service for medical tourism in Taiwan include, in order: the capability of the service provider to provide committed medical tourism services reliably and accurately, facility service providers in conjunction with the services provided, the cordial and polite attitude of the service provider eliciting a sense of trust from the customer, professional ability of medical (nursing) personnel in hospital and reliability of service provider. The contribution of this study is to create a fuzzy gap analysis to assess the performance of medical tourism service quality, identify key quality characteristics and provide a direction for improvement and development for medical tourism service quality in Taiwan.

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

    Science.gov (United States)

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

    2016-01-01

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

  14. Constructing a Measurement in Service Quality for Indian Banks: Structural Equation Modeling Approach

    OpenAIRE

    Anil Kumar; Manoj Kumar Dash

    2013-01-01

    The aim of this paper is to construct a measure in service quality for Indian banks and establishes a causal relationship of service attributes performance with customer satisfaction. The SERVQUAL model is used. The quantification of service quality led to the attempt to construct an index. The index is constructed using Structural Equation Modeling (SEM) and American Customer Satisfaction Index (ACSI) as the underlying frameworks. The analysis is based on data of 200 bank customers from the ...

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

    CERN Multimedia

    CERN Bulletin

    2013-01-01

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

  16. Corporate Social Performance: From Output Measurement to Impact Measurement

    NARCIS (Netherlands)

    K.E.H. Maas (Karen)

    2009-01-01

    textabstractAll organisations have social, environmental and economic impacts that effect people, their communities and the natural environment. Impacts include intended as well as unintended effects and negative as well as positive effects. Current practice in performance measurement tends to focus

  17. Application of data mining in performance measures

    Science.gov (United States)

    Chan, Michael F. S.; Chung, Walter W.; Wong, Tai Sun

    2001-10-01

    This paper proposes a structured framework for exploiting data mining application for performance measures. The context is set in an airline company is illustrated for the use of such framework. The framework takes in consideration of how a knowledge worker interacts with performance information at the enterprise level to support them to make informed decision in managing the effectiveness of operations. A case study of applying data mining technology for performance data in an airline company is illustrated. The use of performance measures is specifically applied to assist in the aircraft delay management process. The increasingly dispersed and complex operations of airline operation put much strain on the part of knowledge worker in using search, acquiring and analyzing information to manage performance. One major problem faced with knowledge workers is the identification of root causes of performance deficiency. The large amount of factors involved in the analyze the root causes can be time consuming and the objective of applying data mining technology is to reduce the time and resources needed for such process. The increasing market competition for better performance management in various industries gives rises to need of the intelligent use of data. Because of this, the framework proposed here is very much generalizable to industries such as manufacturing. It could assist knowledge workers who are constantly looking for ways to improve operation effectiveness through new initiatives and the effort is required to be quickly done to gain competitive advantage in the marketplace.

  18. Complaints and compliments assessment in developing service delivery measurement

    Directory of Open Access Journals (Sweden)

    Norshahrizan Nordin

    2018-05-01

    Full Text Available Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, service dissatisfaction and satisfaction feedback are able to translate the nonlinear attributes for a more accurate service dissatisfaction and satisfaction feedback assessment. Service recipients of experienced Inpatient and Outpatient (IOPs can be translated into levels of compliments and complaints to describe degrees of patient satisfaction and dissatisfaction, respectively. Compliments and complaints voiced by patients should be taken seriously. As a result, the translation of service satisfaction and service dissatisfaction based on compliments and complaints from patients in the form of satisfaction index SCi and dissatisfaction index SCa introduced a new theoretical concept of concurrent and balance measurement in evaluating customer (VOC or VOPs feedback. In normal practice, the service improvement is usually based on complaints or dissatisfaction aspect, but the compliments or satisfaction aspect on the same service delivery was always neglected. In this study, the formulation which was based on a non-linear assessment, not only amplified the effectiveness in communicating patients’ compliments and complaints in a more receptive manner but also corresponded with Kano model.

  19. Frequency Control Performance Measurement and Requirements

    Energy Technology Data Exchange (ETDEWEB)

    Illian, Howard F.

    2010-12-20

    Frequency control is an essential requirement of reliable electric power system operations. Determination of frequency control depends on frequency measurement and the practices based on these measurements that dictate acceptable frequency management. This report chronicles the evolution of these measurements and practices. As technology progresses from analog to digital for calculation, communication, and control, the technical basis for frequency control measurement and practices to determine acceptable performance continues to improve. Before the introduction of digital computing, practices were determined largely by prior experience. In anticipation of mandatory reliability rules, practices evolved from a focus primarily on commercial and equity issues to an increased focus on reliability. This evolution is expected to continue and place increased requirements for more precise measurements and a stronger scientific basis for future frequency management practices in support of reliability.

  20. CITYkeys Smart city performance measurement system

    NARCIS (Netherlands)

    Huovila, A.; Airaksinen, M.; Pinto-Seppa, I.; Piira, K.; Bosch, P.R.; Penttinen, T.; Neumann, H.M.; Kontinakis, N.

    2017-01-01

    Cities are tackling their economic, social and environmental challenges through smart city solutions. To demonstrate that these solutions achieve the desired impact, an indicator-based assessment system is needed. This paper presents the process of developing CITYkeys performance measurement system

  1. The Validity of Subjective Performance Measures

    DEFF Research Database (Denmark)

    Meier, Kenneth J.; Winter, Søren C.; O'Toole, Laurence J.

    2015-01-01

    to provide, and are highly policy specific rendering generalization difficult. But are perceptual performance measures valid, and do they generate unbiased findings? We examine these questions in a comparative study of middle managers in schools in Texas and Denmark. The findings are remarkably similar...

  2. Performance Measurement in Helicopter Training and Operations.

    Science.gov (United States)

    Prophet, Wallace W.

    For almost 15 years, HumRRO Division No. 6 has conducted an active research program on techniques for measuring the flight performance of helicopter trainees and pilots. This program addressed both the elemental aspects of flying (i.e., maneuvers) and the mission- or goal-oriented aspects. A variety of approaches has been investigated, with the…

  3. Testing for Distortions in Performance Measures

    DEFF Research Database (Denmark)

    Sloof, Randolph; Van Praag, Mirjam

    2015-01-01

    Distorted performance measures in compensation contracts elicit suboptimal behavioral responses that may even prove to be dysfunctional (gaming). This paper applies the empirical test developed by Courty and Marschke (Review of Economics and Statistics, 90, 428-441) to detect whether the widely...

  4. Testing for Distortions in Performance Measures

    DEFF Research Database (Denmark)

    Sloof, Randolph; Van Praag, Mirjam

    Distorted performance measures in compensation contracts elicit suboptimal behavioral responses that may even prove to be dysfunctional (gaming). This paper applies the empirical test developed by Courty and Marschke (2008) to detect whether the widely used class of Residual Income based performa...

  5. Performance measurement in industrial R&D

    NARCIS (Netherlands)

    Kerssens-van Drongelen, I.C.; Nixon, Bill; Pearson, Alan

    2000-01-01

    Currently, the need for R&D performance measurements that are both practically useful and theoretically sound seems to be generally acknowledged; indeed, the rising cost of R&D, greater emphasis on value management and a trend towards decentralization are escalating the need for ways of evaluating

  6. External Innovation Implementation Determinants and Performance Measurement

    DEFF Research Database (Denmark)

    Coates, Matthew; Bals, Lydia

    2013-01-01

    for innovation implementation based on a case study in the pharmaceutical industry. The results of 25 expert interviews and a survey with 67 respondents led to the resulting framework and a corresponding performance measurement system. The results reveal the importance of supporting systems and show differences...

  7. 20 CFR 638.302 - Performance measurement.

    Science.gov (United States)

    2010-04-01

    ... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false Performance measurement. 638.302 Section 638.302 Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION, DEPARTMENT OF LABOR JOB CORPS PROGRAM UNDER TITLE IV-B OF THE JOB TRAINING PARTNERSHIP ACT Funding, Site Selection, and Facilities Management...

  8. Tools for Measuring and Improving Performance.

    Science.gov (United States)

    Jurow, Susan

    1993-01-01

    Explains the need for meaningful performance measures in libraries and the Total Quality Management (TQM) approach to data collection. Five tools representing different stages of a TQM inquiry are covered (i.e., the Shewhart Cycle, flowcharts, cause-and-effect diagrams, Pareto charts, and control charts), and benchmarking is addressed. (Contains…

  9. Identifying shortcomings in the measurement of service quality.

    Science.gov (United States)

    Fogarty, G; Catts, R; Forlin, C

    2000-01-01

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

  10. Performance measures for world class maintenance

    International Nuclear Information System (INIS)

    Labib, A.W.

    1998-01-01

    A main problem in maintenance in general, and in power plants and related equipment in particular, is the lack of a practical, consistent, and adaptive performance measure that provides a focused feedback and integrates preventive and corrective modes of maintenance. The presentation defines concepts of world class and benchmarking. Desirable features in an appropriate performance measure are identified. It then, demonstrates current practices in maintenance and criticises their shortcomings. An alternative model is presented through a case study. The model monitors performance from a general view, and then offers a focused analysis. The main conclusion is that the proposed model offers an adaptive and a dynamic framework, and hence production and maintenance are integrated in a 'real time' environment. The system is also flexible in working with any other criteria whether they are of a quantitative or a qualitative nature. (orig.) 16 refs

  11. Performance measures for world class maintenance

    Energy Technology Data Exchange (ETDEWEB)

    Labib, A.W. [Department of Mechanical Engineering, University of Manchester, Institute of Science and Technology, Manchester (United Kingdom)

    1998-12-31

    A main problem in maintenance in general, and in power plants and related equipment in particular, is the lack of a practical, consistent, and adaptive performance measure that provides a focused feedback and integrates preventive and corrective modes of maintenance. The presentation defines concepts of world class and benchmarking. Desirable features in an appropriate performance measure are identified. It then, demonstrates current practices in maintenance and criticises their shortcomings. An alternative model is presented through a case study. The model monitors performance from a general view, and then offers a focused analysis. The main conclusion is that the proposed model offers an adaptive and a dynamic framework, and hence production and maintenance are integrated in a `real time` environment. The system is also flexible in working with any other criteria whether they are of a quantitative or a qualitative nature. (orig.) 16 refs.

  12. Performance measures for world class maintenance

    Energy Technology Data Exchange (ETDEWEB)

    Labib, A W [Department of Mechanical Engineering, University of Manchester, Institute of Science and Technology, Manchester (United Kingdom)

    1999-12-31

    A main problem in maintenance in general, and in power plants and related equipment in particular, is the lack of a practical, consistent, and adaptive performance measure that provides a focused feedback and integrates preventive and corrective modes of maintenance. The presentation defines concepts of world class and benchmarking. Desirable features in an appropriate performance measure are identified. It then, demonstrates current practices in maintenance and criticises their shortcomings. An alternative model is presented through a case study. The model monitors performance from a general view, and then offers a focused analysis. The main conclusion is that the proposed model offers an adaptive and a dynamic framework, and hence production and maintenance are integrated in a `real time` environment. The system is also flexible in working with any other criteria whether they are of a quantitative or a qualitative nature. (orig.) 16 refs.

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

    Directory of Open Access Journals (Sweden)

    Odysseas Pavlatos

    2018-06-01

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

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

    Directory of Open Access Journals (Sweden)

    Juanqiong Gou

    2013-03-01

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

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

    Science.gov (United States)

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

    2016-01-01

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

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

    DEFF Research Database (Denmark)

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

    2006-01-01

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

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

    Science.gov (United States)

    Koornneef, Erik

    2006-01-01

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

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

    Directory of Open Access Journals (Sweden)

    A. Zafer ACAR

    2018-01-01

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

  19. Measuring library performance principles and techniques

    CERN Document Server

    Brophy, Peter

    2006-01-01

    Provide an account of thinking and research on the evaluation of library services. Illustrated throughout with examples across the different library sectors, this book is structured to focus on the intended service user, then to look at service management and the building blocks of services, and finally to draw together these strands.

  20. Improvement an enterprises marketing performance measurement system

    Directory of Open Access Journals (Sweden)

    Stanković Ljiljana

    2013-01-01

    Full Text Available Business conditions in which modern enterprises do business are more and more complex. The complexity of the business environment is caused by activities of external and internal factors, which imposes the need for the turn in management focus. One of key turns is related to the need of adaptation and development of new business performance evaluation systems. The evaluation of marketing contribution to business performance is very important however a complex task as well. The marketing theory and practice indicates the need for developing adequate standards and systems for evaluating the efficiency of marketing decisions. The better understanding of marketing standards and ways that managers use is a very important factor that affects the efficiency of strategic decision-making. The paper presents the results of researching the way in which managers perceive and apply marketing performance measures. The data that were received through the field research sample enabled the consideration of the managers' attitudes on practical ways of implementing marketing performance measurement and identifying measures that managers imply as used mostly in business practice.

  1. Total performance measurement and management: TPM2

    Energy Technology Data Exchange (ETDEWEB)

    Sheather, G. [University of Technology, Sydney, NSW (Australia)

    1996-10-01

    As the rate of incremental improvement activities and business process re-engineering programs increase, product development times reduce, collaborative endeavours between OEMs and out-sourcing suppliers increase, as agile manufacturing responds to the demands of a global marketplace, the `virtual` organisation is becoming a reality. In this context, customers, partners, suppliers and manufacturers are increasingly separated by field geography, time zone, and availability, but linked by distributed information systems. Measuring and monitoring business performance in this environment requires a entirely different framework and set of key performance indicators (KPIs) usually associated with traditional financial accounting approaches. These approaches are critiqued, then the paper introduces a new concept `Total Performance Measurement Management` (TPM2), to distinguish it from the conventional TPM (Total Productive Management). A model for combining both financial and non-financial KPIs relevant to real-time performance measures stretching across strategic, business unit and operational levels, is presented. The results of the model confirm the hypothesis that it is feasible to develop a TPM2 framework for achieving enterprise wide strategic objectives. (author). 6 tabs., 18 figs., refs.

  2. Performance expectations of measurement control programs

    International Nuclear Information System (INIS)

    Hammond, G.A.

    1985-01-01

    The principal index for designing and assessing the effectiveness of safeguards is the sensitivity and reliability of gauging the true status of material balances involving material flows, transfers, inventories, and process holdup. The measurement system must not only be capable of characterizing the material for gradation or intensity of protection, but also be responsive to needs for detection and localization of losses, provide confirmation that no diversion has occurred, and help meet requirements for process control, health and safety. Consequently, the judicious application of a measurement control and quality assurance program is vital to a complete understanding of the capabilities and limitations of the measurement system including systematic and random components of error for weight, volume, sampling, chemical, isotopic, and nondestructive determinations of material quantities in each material balance area. This paper describes performance expectations or criteria for a measurement control program in terms of ''what'' is desired and ''why'', relative to safeguards and security objectives

  3. Hanford performance evaluation program for Hanford site analytical services

    International Nuclear Information System (INIS)

    Markel, L.P.

    1995-09-01

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

  4. Coming up short on nonfinancial performance measurement.

    Science.gov (United States)

    Ittner, Christopher D; Larcker, David F

    2003-11-01

    Companies in increasing numbers are measuring customer loyalty, employee satisfaction, and other nonfinancial areas of performance that they believe affect profitability. But they've failed to relate these measures to their strategic goals or establish a connection between activities undertaken and financial outcomes achieved. Failure to make such connections has led many companies to misdirect their investments and reward ineffective managers. Extensive field research now shows that businesses make some common mistakes when choosing, analyzing, and acting on their nonfinancial measures. Among these mistakes: They set the wrong performance targets because they focus too much on short-term financial results, and they use metrics that lack strong statistical validity and reliability. As a result, the companies can't demonstrate that improvements in nonfinancial measures actually affect their financial results. The authors lay out a series of steps that will allow companies to realize the genuine promise of nonfinancial performance measures. First, develop a model that proposes a causal relationship between the chosen nonfinancial drivers of strategic success and specific outcomes. Next, take careful inventory of all the data within your company. Then use established statistical methods for validating the assumed relationships and continue to test the model as market conditions evolve. Finally, base action plans on analysis of your findings, and determine whether those plans and their investments actually produce the desired results. Nonfinancial measures will offer little guidance unless you use a process for choosing and analyzing them that relies on sophisticated quantitative and qualitative inquiries into the factors actually contributing to economic results.

  5. Approaches towards airport economic performance measurement

    Directory of Open Access Journals (Sweden)

    Ivana STRYČEKOVÁ

    2011-01-01

    Full Text Available The paper aims to assess how economic benchmarking is being used by airports as a means of performance measurement and comparison of major international airports in the world. The study focuses on current benchmarking practices and methods by taking into account different factors according to which it is efficient to benchmark airports performance. As methods are considered mainly data envelopment analysis and stochastic frontier analysis. Apart from them other approaches are discussed by airports to provide economic benchmarking. The main objective of this article is to evaluate the efficiency of the airports and answer some undetermined questions involving economic benchmarking of the airports.

  6. Professional Business Services and their Role in the EU Economy. Measuring ‘Knock-on’ Effects.

    OpenAIRE

    Paterson, Iain; Sellner, Richard

    2012-01-01

    This paper investigates the wider economic role of professional services within the EU. Besides their importance measured by shares in value added, gross output or employment, professional services contribute significantly to the economic performance in other sectors via forward linkages. Traditionally these linkages are defined by the Inverse-Leontief Matrix of an Input-Output system. However, we introduce a measure based on the methodology of Fujita (2008) that is more closely related to th...

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

    Directory of Open Access Journals (Sweden)

    Remus Gherman

    2015-05-01

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

  8. Strategic Performance Measurement of Research and Development

    DEFF Research Database (Denmark)

    Parisi, Cristiana; Rossi, Paola

    2015-01-01

    The paper used an in depth case study to investigate how firms can integrate the strategic performance measurement of R&D with the Balanced Scorecard. Moreover, the paper investigated the crucial role of controller in the decision making process of this integration.The literature review of R......-financial ratio as the R&D measures to introduce in the Balanced Scorecard.In choosing our case study, we have selected the pharmaceutical industry because of its relevant R&D investment. Within the sector we chose the Italian affiliate of a traditional industry leader, Eli Lilly Italia,that was characterized...

  9. Performance Evaluation of IP Based Multimedia Services in UMTS

    Directory of Open Access Journals (Sweden)

    Riri Fitri SARI

    2008-01-01

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

  10. Measuring test coverage of SoA services

    NARCIS (Netherlands)

    Sneed, Harry M.; Verhoef, Chris

    2015-01-01

    One of the challenges of testing in a SoA environment is that testers do not have access to the source code of the services they are testing. Therefore they are not able to measure test coverage at the code level, as is done in conventional white-box testing. They are compelled to measure test

  11. Measuring and improving customer satisfaction with government services

    Science.gov (United States)

    Glen D. Alexander

    1995-01-01

    Two years ago, Ohio State Park developed a methodology of measuring customer satisfaction, to gauge the effectiveness of our customer service. What follows is a discussion of our installation of systems to measure and improve customer satisfaction, the interpretation of the data, and the positive results we have enjoyed.

  12. Balanced score card: A measurement for effective library services in ...

    African Journals Online (AJOL)

    This study presented balanced scorecard as a measurement for effective library services in academic libraries for sustainable education development. A study of Imo State University library, Owerri. In every organization, the importance of internal measurement appraisal and/or evaluation is very imperative. This helps the ...

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

    Directory of Open Access Journals (Sweden)

    Gregory Giuliani

    2013-12-01

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

  14. Performance Analysis of Information Services in a Grid Environment

    Directory of Open Access Journals (Sweden)

    Giovanni Aloisio

    2004-10-01

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

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

    Science.gov (United States)

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

    2018-04-01

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

  16. Introducing care pathway commissioning to primary dental care: measuring performance.

    Science.gov (United States)

    Harris, R; Bridgman, C; Ahmad, M; Bowes, L; Haley, R; Saleem, S; Singh, R; Taylor, S

    2011-12-09

    Care pathways have been used in a variety of ways: firstly to support quality improvement through standardising clinical processes, but also for secondary purposes, by purchasers of healthcare, to monitor activity and health outcomes and to commission services. This paper focuses on reporting a secondary use of care pathways: to commission and monitor performance of primary dental care services. Findings of a project involving three dental practices implementing a system based on rating patients according to their risk of disease and need for care are outlined. Data from surgery-based clinical databases and interviews from commissioners and providers are reported. The use of both process and outcome key performance indicators in this context is discussed, as well as issues which arise such as attributability of outcome measures and strategic approaches to improving quality of care.

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

    OpenAIRE

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

    2017-01-01

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

  18. Does public service performance affect top management turnover?

    OpenAIRE

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

    2010-01-01

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

  19. Key indicators for organizational performance measurement

    Directory of Open Access Journals (Sweden)

    Firoozeh Haddadi

    2014-09-01

    Full Text Available Each organization for assessing the amount of utility and desirability of their activities, especially in complex and dynamic environments, requires determining and ranking the vital performance indicators. Indicators provide essential links among strategy, execution and ultimate value creation. The aim of this paper is to develop a framework, which identifies and prioritizes Key Performance Indicators (KPIs that a company should focus on them to define and measure progress towards organizational objectives. For this purpose, an applied research was conducted in 2013 in an Iranian telecommunication company. We first determined the objectives of the company with respect to four perspectives of BSC (Balanced Scorecard framework. Next, performance indicators were listed and paired wise comparisons were accomplished by company's high-ranked employees through standard Analytic Hierarchy Process (AHP questionnaires. This helped us establish the weight of each indicator and to rank them, accordingly.

  20. Enabling High-Performance Computing as a Service

    KAUST Repository

    AbdelBaky, Moustafa

    2012-10-01

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

  1. The Performance of the Female Employees in Public Service

    Directory of Open Access Journals (Sweden)

    Titi Darmi

    2017-12-01

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

  2. 75 FR 55816 - Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2010-09-14

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

  3. 75 FR 68669 - Senior Executive Service; Departmental Performance Review Board

    Science.gov (United States)

    2010-11-08

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

  4. Measurement-based reliability/performability models

    Science.gov (United States)

    Hsueh, Mei-Chen

    1987-01-01

    Measurement-based models based on real error-data collected on a multiprocessor system are described. Model development from the raw error-data to the estimation of cumulative reward is also described. A workload/reliability model is developed based on low-level error and resource usage data collected on an IBM 3081 system during its normal operation in order to evaluate the resource usage/error/recovery process in a large mainframe system. Thus, both normal and erroneous behavior of the system are modeled. The results provide an understanding of the different types of errors and recovery processes. The measured data show that the holding times in key operational and error states are not simple exponentials and that a semi-Markov process is necessary to model the system behavior. A sensitivity analysis is performed to investigate the significance of using a semi-Markov process, as opposed to a Markov process, to model the measured system.

  5. Building and measuring a high performance network architecture

    Energy Technology Data Exchange (ETDEWEB)

    Kramer, William T.C.; Toole, Timothy; Fisher, Chuck; Dugan, Jon; Wheeler, David; Wing, William R; Nickless, William; Goddard, Gregory; Corbato, Steven; Love, E. Paul; Daspit, Paul; Edwards, Hal; Mercer, Linden; Koester, David; Decina, Basil; Dart, Eli; Paul Reisinger, Paul; Kurihara, Riki; Zekauskas, Matthew J; Plesset, Eric; Wulf, Julie; Luce, Douglas; Rogers, James; Duncan, Rex; Mauth, Jeffery

    2001-04-20

    Once a year, the SC conferences present a unique opportunity to create and build one of the most complex and highest performance networks in the world. At SC2000, large-scale and complex local and wide area networking connections were demonstrated, including large-scale distributed applications running on different architectures. This project was designed to use the unique opportunity presented at SC2000 to create a testbed network environment and then use that network to demonstrate and evaluate high performance computational and communication applications. This testbed was designed to incorporate many interoperable systems and services and was designed for measurement from the very beginning. The end results were key insights into how to use novel, high performance networking technologies and to accumulate measurements that will give insights into the networks of the future.

  6. Measuring service line competitive position. A systematic methodology for hospitals.

    Science.gov (United States)

    Studnicki, J

    1991-01-01

    To mount a broad effort aimed at improving their competitive position for some service or group of services, hospitals have begun to pursue product line management techniques. A few hospitals have even reorganized completely under the product line framework. The benefits include focusing accountability for operations and results, facilitating coordination between departments and functions, stimulating market segmentation, and promoting rigorous examination of new and existing programs. As part of its strategic planning process, a suburban Baltimore hospital developed a product line management methodology with six basic steps: (1) define the service lines (which they did by grouping all existing diagnosis-related groups into 35 service lines), (2) determine the contribution of each service line to total inpatient volume, (3) determine trends in service line volumes (by comparing data over time), (4) derive a useful comparison group (competing hospitals or groups of hospitals with comparable size, scope of services, payer mix, and financial status), (5) review multiple time frames, and (6) summarize the long- and short-term performance of the hospital's service lines to focus further analysis. This type of systematic and disciplined analysis can become part of a permanent strategic intelligence program. When hospitals have such a program in place, their market research, planning, budgeting, and operations will be tied together in a true management decision support system.

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

    Science.gov (United States)

    Miloslavsky, Eli M; Chang, Yuchiao

    2017-12-01

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

  8. Measuring performances of linux hyper visors

    International Nuclear Information System (INIS)

    Chierici, A.; Veraldi, R.; Salomoni, D.

    2009-01-01

    Virtualisation is a now proven software technology that is rapidly transforming the I T landscape and fundamentally changing the way people make computations and implement services. Recently, all major software producers (e.g., Microsoft and Red Hat) developed or acquired virtualisation technologies. Our institute (http://www.CNAF.INFN.it) is a Tier l for experiments carried on at the Large Hadron Collider at CERN (http://lhc.web.CERN.ch/lhc/) and is experiencing several benefits from virtualisation technologies, like improving fault tolerance, providing efficient hardware resource usage and increasing security. Currently, the virtualisation solution we adopted is xen, which is well supported by the Scientific Linux distribution, widely used by the High-Energy Physics (HEP) community. Since Scientific Linux is based on Red Hat E S, we felt the need to investigate performances and usability differences with the new k vm technology, recently acquired by Red Hat. The case study of this work is the Tier2 site for the LHCb experiment hosted at our institute; all major grid elements for this Tier2 run on xen virtual machines smoothly. We will investigate the impact on performance and stability that a migration to k vm would entail on the Tier2 site, as well as the effort required by a system administrator to deploy the migration.

  9. Team performance measures for abnormal plant operations

    International Nuclear Information System (INIS)

    Montgomery, J.C.; Seaver, D.A.; Holmes, C.W.; Gaddy, C.D.; Toquam, J.L.

    1990-01-01

    In order to work effectively, control room crews need to possess well-developed team skills. Extensive research supports the notion that improved quality and effectiveness are possible when a group works together, rather than as individuals. The Nuclear Regulatory Commission (NRC) has recognized the role of team performance in plant safety and has attempted to evaluate licensee performance as part of audits, inspections, and reviews. However, reliable and valid criteria for team performance have not yet been adequately developed. The purpose of the present research was to develop such reliable and valid measures of team skills. Seven dimensions of team skill performance were developed on the basis of input from NRC operator licensing examiners and from the results of previous research and experience in the area. These dimensions included two-way communications, resource management, inquiry, advocacy, conflict resolution/decision-making, stress management, and team spirit. Several different types of rating formats were developed for use with these dimensions, including a modified Behaviorally Anchored Rating Scale (BARS) format and a Behavioral Frequency format. Following pilot-testing and revision, observer and control room crew ratings of team performance were obtained using 14 control room crews responding to simulator scenarios at a BWR and a PWR reactor. It is concluded, overall, that the Behavioral Frequency ratings appeared quite promising as a measure of team skills but that additional statistical analyses and other follow-up research are needed to refine several of the team skills dimensions and to make the scales fully functional in an applied setting

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

    DEFF Research Database (Denmark)

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

    2008-01-01

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

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

    CERN Document Server

    Kakadia, Deepak; Gilgur, Alexander

    2017-01-01

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

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

    Science.gov (United States)

    Georgopoulos, B S

    1985-07-01

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

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

    Science.gov (United States)

    Yildiz, Suleyman M.; Kara, Ali

    2009-01-01

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

  14. Performance Analyses in an Assistive Technology Service Delivery Process

    DEFF Research Database (Denmark)

    Petersen, Anne Karin

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

  15. Strategic performance management: development of a performance measurement system at the Mayo Clinic.

    Science.gov (United States)

    Curtright, J W; Stolp-Smith, S C; Edell, E S

    2000-01-01

    Managing and measuring performance become exceedingly complex as healthcare institutions evolve into integrated health systems comprised of hospitals, outpatient clinics and surgery centers, nursing homes, and home health services. Leaders of integrated health systems need to develop a methodology and system that align organizational strategies with performance measurement and management. To meet this end, multiple healthcare organizations embrace the performance-indicators reporting system known as a "balanced scorecard" or a "dashboard report." This discrete set of macrolevel indicators gives senior management a fast but comprehensive glimpse of the organization's performance in meeting its quality, operational, and financial goals. The leadership of outpatient operations for Mayo Clinic in Rochester, Minnesota built on this concept by creating a performance management and measurement system that monitors and reports how well the organization achieves its performance goals. Internal stakeholders identified metrics to measure performance in each key category. Through these metrics, the organization links Mayo Clinic's vision, primary value, core principles, and day-to-day operations by monitoring key performance indicators on a weekly, monthly, or quarterly basis.

  16. Development of a Measure of Housing and Housing Services.

    Science.gov (United States)

    Clark, Colleen; Young, M Scott; Teague, Gregory; Rynearson-Moody, Sarah

    2016-01-01

    The Housing Program Measure (HPM) was designed to document critical elements of a range of housing program types and associated services. Qualitative methods, including literature review and open-ended interviews, were used to determine pertinent HPM domains and to develop the pool of items. The measure was pre-tested, and reliability and validity analyses were applied to revise and strengthen the measure. The resulting measure furthers homelessness research by providing a tool that can be used to define housing and housing services interventions across diverse projects and disciplines, to facilitate program management by matching housing resources to the needs of homeless individuals, and to support model development by measuring progress to goals.

  17. Performance measurement with fuzzy data envelopment analysis

    CERN Document Server

    Tavana, Madjid

    2014-01-01

    The intensity of global competition and ever-increasing economic uncertainties has led organizations to search for more efficient and effective ways to manage their business operations.  Data envelopment analysis (DEA) has been widely used as a conceptually simple yet powerful tool for evaluating organizational productivity and performance. Fuzzy DEA (FDEA) is a promising extension of the conventional DEA proposed for dealing with imprecise and ambiguous data in performance measurement problems. This book is the first volume in the literature to present the state-of-the-art developments and applications of FDEA. It is designed for students, educators, researchers, consultants and practicing managers in business, industry, and government with a basic understanding of the DEA and fuzzy logic concepts.

  18. IASI instrument: technical description and measured performances

    Science.gov (United States)

    Hébert, Ph.; Blumstein, D.; Buil, C.; Carlier, T.; Chalon, G.; Astruc, P.; Clauss, A.; Siméoni, D.; Tournier, B.

    2017-11-01

    IASI is an infrared atmospheric sounder. It will provide meteorologist and scientific community with atmospheric spectra. The IASI system includes 3 instruments that will be mounted on the Metop satellite series, a data processing software integrated in the EPS (EUMETSAT Polar System) ground segment and a technical expertise centre implemented in CNES Toulouse. The instrument is composed of a Fourier transform spectrometer and an associated infrared imager. The optical configuration is based on a Michelson interferometer and the interferograms are processed by an on-board digital processing subsystem, which performs the inverse Fourier transforms and the radiometric calibration. The infrared imager co-registers the IASI soundings with AVHRR imager (AVHRR is another instrument on the Metop satellite). The presentation will focus on the architectures of the instrument, the description of the implemented technologies and the measured performance of the first flight model. CNES is leading the IASI program in association with EUMETSAT. The instrument Prime is ALCATEL SPACE.

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

    Science.gov (United States)

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

    2010-01-01

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

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

    Science.gov (United States)

    Mesabbah, Mohammed; Arisha, Amr

    2016-01-01

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

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

    Science.gov (United States)

    Cohen, Howard J; Van Orden, Drew R

    2008-03-01

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

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

    Science.gov (United States)

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

    2016-10-01

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

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

    Directory of Open Access Journals (Sweden)

    Dewa Ayu i Laksmiadi Janapriat

    2016-03-01

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

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

    Science.gov (United States)

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

    2016-06-01

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

  5. Measures to improve the quality of hotel services

    Directory of Open Access Journals (Sweden)

    Anca MADAR

    2017-07-01

    Full Text Available This article aims to exemplify how, starting from the evaluation of customer satisfaction on service quality, the hotel units’ management, can apply different measures and strategies to improve it. To achieve the target, a marketing research survey is conducted based on a sample of 120 customers of Hotel „Kronwell” at the end of 2013. After analysing customer’ responses a series of measures have been taken to improve the quality of services offered by this hotel, then at the end of 2015 a new research was achieved, based on the same questionnaire. The results of this research highlight the increasing of customer satisfaction as a result of improving the quality of hotel services, supported by growth in net profit, turnover and decrease of employees’ number.

  6. Identifying Shortcomings in the Measurement of Service Quality.

    Science.gov (United States)

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

    2000-01-01

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

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

    Science.gov (United States)

    Mehralian, Gholamhossein; Babapour, Jafar; peiravian, farzad

    2016-01-01

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

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

    Science.gov (United States)

    Mehralian, Gholamhossein; Babapour, Jafar; Peiravian, Farzad

    2016-01-01

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

  9. A measurement-based performability model for a multiprocessor system

    Science.gov (United States)

    Ilsueh, M. C.; Iyer, Ravi K.; Trivedi, K. S.

    1987-01-01

    A measurement-based performability model based on real error-data collected on a multiprocessor system is described. Model development from the raw errror-data to the estimation of cumulative reward is described. Both normal and failure behavior of the system are characterized. The measured data show that the holding times in key operational and failure states are not simple exponential and that semi-Markov process is necessary to model the system behavior. A reward function, based on the service rate and the error rate in each state, is then defined in order to estimate the performability of the system and to depict the cost of different failure types and recovery procedures.

  10. Towards Effective Educational Politics through Improving the Performance Measurement System

    Directory of Open Access Journals (Sweden)

    Tuuli Reisberg

    2013-01-01

    Full Text Available Educational field is impelled to increase performance and quality, financial discipline, strategic behaviour and its goals in order to enhance “effectiveness”. As a result the incorporation of private sector management practices into the educational field is taking place. But it is important to notice that a proliferation of private managerial practices into the educational field goes along with a conflict-laden and contradictory process. Education provides an important area of implementation for techniques of performance evaluation aimed at improving the performance of public services. One of the most common conceptual frameworks in measuring organisational performance takes the form of a production function where the educational institution is seen as analogous to a company transforming inputs into outputs and outcomes through a production process. But the problems and the vagueness in determining educational system’s inputs, outputs and outcomes cause difficulties in making political decisions and that is why clear policy prescriptions have been difficult to derive. The purpose of this article is to create a discussion whether performance measurement should be a part of decision-making in educational politics. The authors debate about incorporating private sector management practices into the educational field. The debate is based on the example of evaluating the social impact in the educational field and the performance of teachers’ work in the educational system. The article consists of three parts. Firstly, the theoretical background of the performance measurement in educational field is discussed. Secondly, the important criteria for performance measurement design and political issues are argued. Thirdly, the evaluated shortcomings in Estonian educational organisations, which restrict them to be effective, are brought out. Relieving some of these shortcomings could be in authority of Estonian educational politics.

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

    Science.gov (United States)

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

    2015-07-01

    This study theorized and examined the influence of the interaction between Service-Oriented high-performance work systems (HPWSs) and service leadership on collective customer knowledge and service climate. Using a sample of 569 employees and 142 managers in footwear retail stores, we found that Service-Oriented HPWSs and service leadership reduced the influences of one another on collective customer knowledge and service climate, such that the positive influence of service leadership on collective customer knowledge and service climate was stronger when Service-Oriented HPWSs were lower than when they were higher or the positive influence of Service-Oriented HPWSs on collective customer knowledge and service climate was stronger when service leadership was lower than when it was higher. We further proposed and found that collective customer knowledge and service climate were positively related to objective financial outcomes through service performance. Implications for the literature and managerial practices are discussed. (c) 2015 APA, all rights reserved).

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

    Science.gov (United States)

    Boyce, Crystal

    2017-01-01

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

  13. The Human Service Scale: A New Measure for Evaluation

    Science.gov (United States)

    Reagles, Kenneth W.; Butler, Alfred S.

    1976-01-01

    The Human Service Scale is an assessment instrument for measuring the progress of the rehabilitation client and the effectiveness of rehabilitation programs. The theory behind the scale is based on Maslow's hierarchy of human needs. The development and some potential uses of the scale are discussed. (EC)

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

    Directory of Open Access Journals (Sweden)

    Alexandra - Elena RUSĂNEANU

    2014-06-01

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

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

    OpenAIRE

    Schmoltzi, Christina; Wallenburg, Carl Marcus

    2011-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Muhammed Kürşad Özlen

    2014-07-01

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

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

    OpenAIRE

    Elena TUDOSE (IORGA)

    2013-01-01

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

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

    Science.gov (United States)

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

    2016-03-01

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

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

    Science.gov (United States)

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

    2016-08-01

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

  20. Human performance assessment: methods and measures

    International Nuclear Information System (INIS)

    Andresen, Gisle; Droeivoldsmo, Asgeir

    2000-10-01

    The Human Error Analysis Project (HEAP) was initiated in 1994. The aim of the project was to acquire insights on how and why cognitive errors occur when operators are engaged in problem solving in advanced integrated control rooms. Since human error had not been studied in the HAlden Man-Machine LABoratory (HAMMLAB) before, it was also necessary to carry out research in methodology. In retrospect, it is clear that much of the methodological work is relevant to human-machine research in general, and not only to research on human error. The purpose of this report is, therefore, to give practitioners and researchers an overview of the methodological parts of HEAP. The scope of the report is limited to methods used throughout the data acquisition process, i.e., data-collection methods, data-refinement methods, and measurement methods. The data-collection methods include various types of verbal protocols, simulator logs, questionnaires, and interviews. Data-refinement methods involve different applications of the Eyecon system, a flexible data-refinement tool, and small computer programs used for rearranging, reformatting, and aggregating raw-data. Measurement methods involve assessment of diagnostic behaviour, erroneous actions, complexity, task/system performance, situation awareness, and workload. The report concludes that the data-collection methods are generally both reliable and efficient. The data-refinement methods, however, should be easier to use in order to facilitate explorative analyses. Although the series of experiments provided an opportunity for measurement validation, there are still uncertainties connected to several measures, due to their reliability still being unknown. (Author). 58 refs.,7 tabs

  1. Accreditation and the Development of Process Performance Measures

    DEFF Research Database (Denmark)

    Bie Bogh, Søren

    Accreditation is an external review process used to assess how well an organisation performs relative to established standards. Accreditation provides a framework for continuous quality improvement, and health services worldwide embrace accreditation and use it as a strategy to improve quality...... on quality of care using nationwide quantitative designs aimed at detecting changes over time in hospital performance in relation to both voluntary (Study 1) and mandatory accreditation (Study 2). Further, a qualitative study (Study 3) was conducted to complement the findings in Study 2. To examine...... was used to examine the mandatory accreditation programme. The quantitative study was a multilevel, longitudinal, stepped-wedge, nationwide study of process performance measures based on data from patients admitted for acute stroke, heart failure, ulcer, diabetes, breast cancer and lung cancer...

  2. Sources and performance criteria of uncertainty of reference measurement procedures.

    Science.gov (United States)

    Mosca, Andrea; Paleari, Renata

    2018-05-29

    This article wants to focus on the today available Reference Measurement Procedures (RMPs) for the determination of various analytes in Laboratory Medicine and the possible tools to evaluate their performance in the laboratories who are currently using them. A brief review on the RMPs has been performed by investigating the Joint Committee for Traceability in Laboratory Medicine (JCTLM) database. In order to evaluate their performances, we have checked the organization of three international ring trials, i.e. those regularly performed by the IFCC External Quality assessment scheme for Reference Laboratories in Laboratory Medicine (RELA), by the Center for Disease Control and Prevention (CDC) cholesterol network and by the IFCC Network for HbA 1c . Several RMPs are available through the JCTLM database, but the best way to collect information about the RMPs and their uncertainties is to look at the reference measurement service providers (RMS). This part of the database and the background on how to listed in the database is very helpful for the assessment of expanded uncertainty (MU) and performance in general of RMPs. Worldwide, 17 RMS are listed in the database, and for most of the measurands more than one RMS is able to run the relative RMPs, with similar expanded uncertainties. As an example, for a-amylase, 4 SP offer their services with MU between 1.6 and 3.3%. In other cases (such as total cholesterol, the U may span over a broader range, i.e. from 0.02 to 3.6%). With regard to the performance evaluation, the approach is often heterogenous, and it is difficult to compare the performance of laboratories running the same RMP for the same measurand if involved in more than one EQAS. The reference measurement services have been created to help laboratory professionals and manufacturers to implement the correct metrological traceability, and the JCTLM database is the only correct way to retrieve all the necessary important information to this end. Copyright © 2018

  3. Measurement of Water Quality Parameters for Before and After Maintenance Service in Water Filter System

    Directory of Open Access Journals (Sweden)

    Shaharudin Nuraida

    2017-01-01

    Full Text Available An adequate supply of safe drinking water is one of major ways to obtain healthy life. Water filter system is one way to improve the water quality. However, to maintain the performance of the system, it need to undergo the maintenance service. This study evaluate the requirement of maintenance service in water filter system. Water quality was measured before and after maintenance service. Parameters measured were pH, turbidity, residual chlorine, nitrate and heavy metals and these parameters were compared with National Drinking Water Quality Standards. Collection of data were involved three housing areas in Johor. The quality of drinking water from water filter system were analysed using pH meter, turbidity meter, DR6000 and Inductively Coupled Plasma-Mass Spectrometer. pH value was increased from 16.4% for before maintenance services to 30.7% for after maintenance service. Increment of removal percentage for turbidity, residual chlorine and nitrate after maintenance were 21.5, 13.6 and 26.7, respectively. This result shows that maintenance service enhance the performance of the system. However, less significant of maintenance service for enhance the removal of heavy metals which the increment of removal percentage in range 0.3 to 9.8. Only aluminium shows percentage removal for after maintenance with 92.8% lower compared to before maintenance service with 95.5%.

  4. Problems in air traffic management. VII., Job training performance of air traffic control specialists - measurement, structure, and prediction.

    Science.gov (United States)

    1965-07-01

    A statistical study of training- and job-performance measures of several hundred Air Traffic Control Specialists (ATCS) representing Enroute, Terminal, and Flight Service Station specialties revealed that training-performance measures reflected: : 1....

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

    NARCIS (Netherlands)

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

    2011-01-01

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

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

    Science.gov (United States)

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

    2009-04-01

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

  7. Measuring the degree of integration for an integrated service network

    Directory of Open Access Journals (Sweden)

    Chenglin Ye

    2012-09-01

    Full Text Available Background: Integration involves the coordination of services provided by autonomous agencies and improves the organization and delivery of multiple services for target patients. Current measures generally do not distinguish between agencies' perception and expectation. We propose a method for quantifying the agencies' service integration. Using the data from the Children's Treatment Network (CTN, we aimed to measure the degree of integration for the CTN agencies in York and Simcoe.  Theory and Methods: We quantified the integration by the agreement between perceived and expected levels of involvement and calculated four scores from different perspectives for each agency. We used the average score to measure the global network integration and examined the sensitivity of the global score.  Results: Most agencies' integration scores were less than 65%. As measured by the agreement between every other agency's perception and expectation, the overall integration of CTN in Simcoe and York was 44% (95% CI: 39% - 49% and 52% (95% CI: 48% - 56%, respectively. The sensitivity analysis showed that the global scores were robust.  Conclusion: Our method extends existing measures of integration and possesses a good extent of validity. We can also apply the method in monitoring improvement and linking integration with other outcomes.

  8. Measuring the degree of integration for an integrated service network

    Directory of Open Access Journals (Sweden)

    Chenglin Ye

    2012-09-01

    Full Text Available Background: Integration involves the coordination of services provided by autonomous agencies and improves the organization and delivery of multiple services for target patients. Current measures generally do not distinguish between agencies' perception and expectation. We propose a method for quantifying the agencies' service integration. Using the data from the Children's Treatment Network (CTN, we aimed to measure the degree of integration for the CTN agencies in York and Simcoe. Theory and Methods: We quantified the integration by the agreement between perceived and expected levels of involvement and calculated four scores from different perspectives for each agency. We used the average score to measure the global network integration and examined the sensitivity of the global score. Results: Most agencies' integration scores were less than 65%. As measured by the agreement between every other agency's perception and expectation, the overall integration of CTN in Simcoe and York was 44% (95% CI: 39% - 49% and 52% (95% CI: 48% - 56%, respectively. The sensitivity analysis showed that the global scores were robust. Conclusion: Our method extends existing measures of integration and possesses a good extent of validity. We can also apply the method in monitoring improvement and linking integration with other outcomes. 

  9. Performance measurements of hybrid PIN diode arrays

    International Nuclear Information System (INIS)

    Jernigan, J.G.; Arens, J.F.; Collins, T.; Herring, J.; Shapiro, S.L.; Wilburn, C.D.

    1990-05-01

    We report on the successful effort to develop hybrid PIN diode arrays and to demonstrate their potential as components of vertex detectors. Hybrid pixel arrays have been fabricated by the Hughes Aircraft Co. by bump bonding readout chips developed by Hughes to an array of PIN diodes manufactured by Micron Semiconductor Inc. These hybrid pixel arrays were constructed in two configurations. One array format having 10 x 64 pixels, each 120 μm square, and the other format having 256 x 256 pixels, each 30 μm square. In both cases, the thickness of the PIN diode layer is 300 μm. Measurements of detector performance show that excellent position resolution can be achieved by interpolation. By determining the centroid of the charge cloud which spreads charge into a number of neighboring pixels, a spatial resolution of a few microns has been attained. The noise has been measured to be about 300 electrons (rms) at room temperature, as expected from KTC and dark current considerations, yielding a signal-to-noise ratio of about 100 for minimum ionizing particles. 4 refs., 13 figs

  10. VPN (Virtual Private Network) Performance Measurements

    Energy Technology Data Exchange (ETDEWEB)

    Calderon, Calixto; Goncalves, Joao G.M.; Sequeira, Vitor [Joint Research Centre, Ispra (Italy). Inst. for the Protection and Security of the Citizen; Vandaele, Roland; Meylemans, Paul [European Commission, DG-TREN (Luxembourg)

    2003-05-01

    Virtual Private Networks (VPN) is an important technology allowing for secure communications through insecure transmission media (i.e., Internet) by adding authentication and encryption to the existing protocols. This paper describes some VPN performance indicators measured over international communication links. An ISDN based VPN link was established between the Joint Research Centre, Ispra site, Italy, and EURATOM Safeguards in Luxembourg. This link connected two EURATOM Safeguards FAST surveillance stations, and used different vendor solutions hardware (Cisco router 1720 and Nokia CC-500 Gateway). To authenticate and secure this international link, we have used several methods at the different levels of the seven-layered ISO network protocol stack (i.e., Callback feature, CHAP - Challenge Handshake Protocol - authentication protocol). The tests made involved the use of different encryption algorithms and the way session secret keys are periodically renewed, considering these elements influence significantly the transmission throughput. Future tests will include the use of a wide variety of wireless media transmission and terminal equipment technologies, in particular PDAs (Personal Digital Assistants) and Notebook PCs. These tests aim at characterising the functionality of VPNs whenever field inspectors wish to contact headquarters to access information from a central archive database or transmit local measurements or documents. These technologies cover wireless transmission needs at different geographical scales: roombased level Bluetooth, floor or building level Wi-Fi and region or country level GPRS.

  11. MEASURING GROCERY STORES SERVICE QUALITY IN INDONESIA: A RETAIL SERVICE QUALITY SCALE APPROACH

    Directory of Open Access Journals (Sweden)

    Leonnard Leonnard

    2017-12-01

    Full Text Available The growing number of modern grocery stores in Indonesia is a challenge for each grocery store to maintain and increase their number of consumers. The success of maintaining and improving service quality will affect long-term profitability and business sustainability. Therefore, in this study, we examined consumer perceptions of service quality in one of modern grocery stores in Indonesia. Data were collected from 387 consumers of grocery stores in Jakarta, Bogor, Depok, Bekasi, Cibubur, and Subang. Structural Equation Modeling (SEM through Maximum likelihood and Bayesian estimation was employed to analyze the data. The finding indicated that the five indicators of the retail service quality scale consisting of physical aspects, reliability, personal interactions, problem solving and policies provided  valid multi-item instruments in measuring consumer perceptions of service quality in grocery stores.

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

    Directory of Open Access Journals (Sweden)

    Chinyeaka J. Igbokwe-Ibeto

    2015-12-01

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

  13. Child and adolescent service experience (ChASE): measuring service quality and therapeutic process.

    Science.gov (United States)

    Day, Crispin; Michelson, Daniel; Hassan, Imren

    2011-11-01

    OBJECTIVES. Dissatisfaction with services has been associated with poorer child mental health outcomes, early treatment termination as well as disagreements over the nature of mental health difficulties, reasons for referral and therapy goals. The development of straightforward, reliable, and accurate methods of eliciting service users' views is essential within child and adolescent mental health care. This paper describes the development of the child and adolescent service experience (ChASE), a tool to measure children and young people's service experience DESIGN. The study comprises a non-experimental, cross-sectional design. METHODS. Participants were 132 mental health service users aged 8-18 years. Participants and their main carer completed the ChASE, Parent Satisfaction Questionnaire (PSQ) (Stallard, 1996) and Strengths and Difficulties (SDQ) Impact Supplement. Clinicians completed the SDQ Impact Supplement and provided clinical activity data. A sub-sample of participants completed the ChASE on a second occasion, 6 weeks after the completion of the first questionnaire. RESULTS. Scrutiny of ChASE data indicated high levels of completion. Principal axis factoring identified three factors within the ChASE: Relationship, Privacy, and Session Activity. The ChASE has good internal consistency and test-retest reliability. Significant correlations were found between the ChASE and carer satisfaction, service use, and youth clinical outcomes. CONCLUSIONS. The ChASE is a short, psychometrically robust tool for routine measurement of children, and young people's experience of mental health services, which users can complete easily. The results underline the importance of alliance factors to children and young people and their association with clinical improvement as well as the potential for the ChASE to be used a measure of children's therapeutic progress and alliance. ©2011 The British Psychological Society.

  14. DESIGNING COMPANY PERFORMANCE MEASUREMENT SYSTEM USING BALANCE SCORECARD APPROACH

    Directory of Open Access Journals (Sweden)

    Cecep Mukti Soleh

    2015-05-01

    Full Text Available This research aimed to design how to measure company performance by using balance scorecard approach in coal transportation services industry. Depth interview was used to obtain qualitative data determination of strategic objectives, key performance indicators, strategic initiatives, and in charge units for each balanced scorecard perspectives while the quantitative data were obtained from weighting through questionnaires and analyzed using paired comparison to get a perspective what mostly affected the performance of the company. To measure the achievement of corporate performance, each KPI used (1 the scoring system with the methods that higher is better, lower is better and precise is better; (2 traffic light system with the help of green, yellow, red for identification of target achievement. This research result shows that in the balance scorecard perspective, the most influences on the overall performance of the company include the customer's perspective (31%, financial perspective (29%, internal business processes (21%, learning, and growth 19%. Keywords: balance scorecard, paired comparison, coal transportation serviceABSTRAKPenelitian ini bertujuan untuk merancang pengukuran kinerja perusahaan dengan menggunakan pendekatan balance scorecard di industri jasa pengangkutan batu bara. Data kualitatif diperoleh melalui indepth interview digunakan untuk menentukan sasaran strategik, indikator kinerja utama, inisiatif strategi dan penanggungjawab setiap divisi setiap perspektif balance scorecard, sedangkan data kuantitatif digunakan untuk pembobotan melalui kuesioner dan dianalisis dengan menggunakan metode paired comparisson untuk mendapatkan perspektif yang paling berpengaruh terhadap kinerja perusahaan. Ukuran pencapaian kinerja perusahaan dari setiap KPI menggunakan; (1 scoring system dengan bantuan metode higher is better, lower is better dan precise is better;(2 traffic light system dengan menggunakan bantuan warna hijau, kuning, merah

  15. Lean Principles’Potential Measurement Framework for Service Organization

    Directory of Open Access Journals (Sweden)

    M. D. Vadhvani

    2016-06-01

    Full Text Available Role of service sector can be considered vital as these industries are accountable for accelerating the major functions of the secondary organizations. Hence it is a very important element of economy in enhancing competitive dimensions- quality, flexibility, cost and delivery. Improvement initiatives such as Total Quality Management, Lean Practices, and Leansigma focus on increasing the competitive dimensions. Among these Lean Practices are having the inherent principles of reducing the cost and increasing the quality by focusing the non value added activities from the value chain of the service or product. Lean Principles (LPs are being practiced since long by the organizations of secondary sectors and followed by that of the tertiary sectors. Albeit the reported improvement achieved are limited by the drawbacks such as lack of proper set of guidelines, partial features of measurable characteristics, lack of guideline for measurement. Present work proposes a measurement frame work with aids of flowchart and questionnaire for measuring the potential of LPs in service organization which help them to take accompanying initiatives to implement the LPs.

  16. User involvement in measuring service quality of local authority occupational therapy services: a new approach.

    NARCIS (Netherlands)

    Sixma, H.J.; Calnan, S.; Calnan, M.; Groenewegen, P.P.

    2001-01-01

    The aim of this paper is two-fold: (i) to describe the development of a new measuring instrument for quality of care from the perspective of the users of local authority Occupational Therapy (OT) services, and (ii) to evaluate the potential of the new instrument as a standardized approach for the

  17. MEASURING AND MODELLING INTERNET BANKING SERVICE QUALITY IN SOUTH AFRICA

    OpenAIRE

    Redda, Ephrem Habtemichael; Surujlal, Jhalukpreya

    2017-01-01

    The purpose of this study was to develop a measuring and modelling instrument of Internet banking service quality (IBSQ) for the South African banking sector. Snowball and convenience sampling, both non-probability techniques were used to recruit participants for the study. A total of 310 Internet banking customer responses were utilised in the analysis. Using exploratory factor analysis (EFA), eight determinant factors that explained IBSQ were extracted. Following this, the study...

  18. Performance Monitoring Framework for Service Oriented System Lifecycle

    OpenAIRE

    Masood , Tehreem; Cherifi , Chantal; Moalla , Néjib

    2016-01-01

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

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

    International Nuclear Information System (INIS)

    Jenkins, C.F.

    1997-01-01

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

  20. Performance measurement integrated information framework in e-Manufacturing

    Science.gov (United States)

    Teran, Hilaida; Hernandez, Juan Carlos; Vizán, Antonio; Ríos, José

    2014-11-01

    The implementation of Internet technologies has led to e-Manufacturing technologies becoming more widely used and to the development of tools for compiling, transforming and synchronising manufacturing data through the Web. In this context, a potential area for development is the extension of virtual manufacturing to performance measurement (PM) processes, a critical area for decision making and implementing improvement actions in manufacturing. This paper proposes a PM information framework to integrate decision support systems in e-Manufacturing. Specifically, the proposed framework offers a homogeneous PM information exchange model that can be applied through decision support in e-Manufacturing environment. Its application improves the necessary interoperability in decision-making data processing tasks. It comprises three sub-systems: a data model, a PM information platform and PM-Web services architecture. A practical example of data exchange for measurement processes in the area of equipment maintenance is shown to demonstrate the utility of the model.

  1. Mapping service quality : measuring and comparing quality of experience and quality of service for Internet-based map services

    OpenAIRE

    Eriksén, Sara; Eliasson, Charlott; Fiedler, Markus; Chevul, Stefan; Ekelin, Annelie

    2007-01-01

    In this paper, we present an on-going research project in which we are focusing on examining how users of map-based services on-line experience the quality of these services when the traffic load is high, and how the users' experiences of acceptable or not acceptable quality can be related to measurable parameters which can be used to manage network traffic and improve technical solutions. The project is a multi- and interdisciplinary project in cooperation between researchers within human wo...

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

    Science.gov (United States)

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

    2015-03-01

    Paying for performance provides financial rewards to medical care providers for improvements in performance measured by utilization and quality of care indicators. In 2006, Rwanda began a pay for performance scheme to improve health services delivery, including HIV/AIDS services. Using a prospective quasi-experimental design, this study examines the scheme's impact on individual and couples HIV testing. We find a positive impact of pay for performance on HIV testing among married individuals (10.2 percentage points increase). Paying for performance also increased testing by both partners by 14.7 percentage point among discordant couples in which only one of the partners is an AIDS patient. Copyright © 2014. Published by Elsevier B.V.

  3. Measuring functional service quality using SERVQUAL in a high-dependence health service relationship.

    Science.gov (United States)

    Clark, W Randy; Clark, Leigh Anne

    2007-01-01

    Although there is a growing concern about health care quality, little research has focused on how to measure quality in long-term care settings. In this article, we make the following observations: (1) most users of the SERVQUAL instrument reassess customers' expectations each time they measure quality perceptions; (2) long-term care relationships are likely to be ongoing, dependent relationships; (3) because of this dependence, customers in the long-term care setting are likely to reduce their expectations when faced with poor service quality; (4) by using this "settled" expectations level, service providers may make biased conclusions of quality improvements. We recommend various methods for overcoming or minimizing this "settling" effect and propose modifications to the SERVQUAL gap 5 measure to assess quality in a long-term care setting.

  4. Measured residual stresses in overlay pipe weldments removed from service

    International Nuclear Information System (INIS)

    Shack, W.J.

    1985-02-01

    Surface and throughwall residual stresses were measured on an elbow-to-pipe weldment that had been removed from the Hatch-2 reactor about a year after the application of a weld overlay. The results were compared with experimental measurements on three mock-up weldments and with finite-element calculations. The comparison shows that there are significant differences in the form and magnitude of the residual stress distributions. However, even after more than a year of service, the residual stresses over most of the inner surface of the actual plant weldment with an overlay were strongly compressive. 3 refs., 7 figs

  5. The Effects Of Leadership Styles On Goal Clarity And Fairness Mediated Used Performance Measure

    OpenAIRE

    Amris Rusli Tanjung; Yesi Mutia Basri

    2017-01-01

    This paper investigate the effects of superiors performance evaluation behaviors on subordinates work-related attitudes mediated used performance measure. We used leadership style initiating structure and consideration and performance measure use objective and subjective measures on managerial work related attitudes goal clarity and evaluation fairness. We test our hypotheses using survey data from 56 middle-level managers in 4 services organizations. The results from Structural Equation Mode...

  6. Discussing performance management architecture in public service broadcasting

    DEFF Research Database (Denmark)

    Tambo, Torben; Gabel, Ole Dahl

    2014-01-01

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

  7. 77 FR 62211 - Senior Executive Services (SES) Performance Review Board: Update

    Science.gov (United States)

    2012-10-12

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

  8. Measuring the Performance of School Superintendent

    Science.gov (United States)

    Ansar

    2015-01-01

    School superintendent has a strategic role in the effort to improve the quality of education, referred to the responsibility to give service and assistance for the teachers and headmasters which will affect the improvement of learning quality in school. Yet, the strategic role and function of superintendent, in fact, is still reflecting its ideal…

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

    DEFF Research Database (Denmark)

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

    2014-01-01

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

  10. In search of hospitality: theoretical and practical issues in performance measurement and management in hotels

    OpenAIRE

    Mattimoe, Ruth B.T.; Tivnan, John Paul

    2017-01-01

    The purpose of this chapter is to outline the performance measurement and management (PMM) literature on hotels against the background of the generic literature in the same area. The context of hotels is very important, because they are situated within the economically important service sector. Tourism is a service industry of significant importance to the economies of both Ireland and England

  11. 26 CFR 801.1 - Balanced performance measurement system; in general.

    Science.gov (United States)

    2010-04-01

    ... general. 801.1 Section 801.1 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT OF THE TREASURY... WITHIN THE INTERNAL REVENUE SERVICE § 801.1 Balanced performance measurement system; in general. (a) In general. (1) The regulations in this part 801 implement the provisions of sections 1201 and 1204 of the...

  12. Blind test results - measure of incessant progress in personnel monitoring services at Kudankulam Nuclear Power Project

    International Nuclear Information System (INIS)

    Jashi, K.B.; Ashok Kumar, A.; Pandaram, P.

    2018-01-01

    Personnel Monitoring Services (PMS) at Thermoluminescent Dosimeter (TLD) laboratory, Kudankulam Nuclear Power Project (KKNPP) involve monitoring of about 1500 radiation workers of KKNPP for external radiation exposure on monthly basis. Quality assurance in PMS provides an overall estimate of accuracy which depends not only upon the dosimeter quality and reader performance but also on data interpretation, applicable software and the system. Therefore it measures the effectiveness of quality control mechanism. Blind test is an effective tool to check the performance of the processor without their knowledge during routine processing of the service cards

  13. Consumer-Based Brand Equity of Products and Services: Assessing a Measurement Model with Competing Brands

    Directory of Open Access Journals (Sweden)

    Rafael Barreiros Porto

    2018-04-01

    Full Text Available  Objective: Identifying which brand in a category conveys more or less value to the consumer raises questions about the composition of brand equity measures and the brands that make up the category. Measures to identify Consumer-Based Brand Equity (CBBE may include functional assessments of consumer’s brand choice and firms’ brand performance, as long as they embrace competing brands. In view of this, this study comes up with a validation of a measurement model of Consumer-Based Brand Equity for competing brands of products and services, testing for possible moderation (product / service and experienced / non-experienced consumers. Method: Appraising 39 brands, the model was composed of 6 metrics: awareness, perceived quality, loyalty, association, exclusiveness and willingness to pay a price premium. Confirmatory factorial analysis revealed the CBBE structure and multigroup moderation tests showed the comparisons between products and services and between experienced and non-experienced consumers. Main Result: The metrics have convergent validity with very good model fit. The metrics are similar for products / services, but different for consumers with / without experience (evidence of moderation. Contributions: Based on this measure, researchers and marketers can identify whether their brand's performance has been perceived better or worse than that of their competitors. Relevance/Originality: This article is the first to offer a more complete scale to assess the consumer-based brand equity of products and services, allowing the researcher to compare the competitiveness between brands. 

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

    NARCIS (Netherlands)

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

    2011-01-01

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

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

    Science.gov (United States)

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

    2008-01-01

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

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

    African Journals Online (AJOL)

    mpho ngoepe

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

  17. Library performance measurement in the digital age

    OpenAIRE

    Conyers, A.; Payne, Philip

    2011-01-01

    Book synopsis: University libraries around the world have embraced the possibilities of the digital learning environment, facilitating its use and proactively seeking to develop the provision of electronic resources and services. The digital environment offers opportunities and challenges for librarians in all aspects of their work - in information literacy, virtual reference, institutional repositories, e-learning, managing digital resources and social media. The authors in this timely book ...

  18. Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service.

    Science.gov (United States)

    Crossno, J E; Berkins, B; Gotcher, N; Hill, J L; McConoughey, M; Walters, M

    2001-04-01

    In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.

  19. Measurement protocol for performance testing of the determination of tritium in water

    International Nuclear Information System (INIS)

    1993-01-01

    In the Health and Safety Executive's ''Requirements for the Approval of Dosimetry Services under the Ionising Radiations Regulations 1985'', it is stipulated that dosimetry services seeking approval must show that they have successfully completed a performance test. The services must arrange for the tests to be carried out on application and thereafter every 18 months, by a laboratory which has received accreditation from the National Measurement Accreditation Service (NAMAS) for conducting the performance tests. Accreditation by NAMAS ensures that the laboratories carrying out the performance tests are of an appropriate standard. It includes requirements for quality control and audit procedures, to authenticate traceability to national standards, and to provide a reliable record keeping system for the performance tests. A list of laboratories which are accredited by NAMAS for carrying out HSE published performance tests will be maintained by the Secretary of the Dosimetry Services Panel. The performance tests must be carried out to published protocols. The results have to be expressed in terms of bias and random error, as defined in HSE's criteria for performance tests. The purpose here is to provide a protocol for laboratories to conduct performance tests on dosimetry services performing tritium determinations in urine. The test is deliberately not exhaustive, instead it is a simple test allowing the basic performance of a service to be assessed for approval. (author)

  20. High Job Performance Through Co-Developing Performance Measures With Employees

    NARCIS (Netherlands)

    Groen, Bianca A.C.; Wilderom, Celeste P.M.; Wouters, Marc

    2017-01-01

    According to various studies, employee participation in the development of performance measures can increase job performance. This study focuses on how this job performance elevation occurs. We hypothesize that when employees have participated in the development of performance measures, they

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

    Directory of Open Access Journals (Sweden)

    Ming-Lu Wu

    2013-12-01

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

  2. Power quality measurement service in the support of large customers

    Energy Technology Data Exchange (ETDEWEB)

    Levesque, F. [Hydro-Quebec, Montreal, PQ (Canada)

    2006-07-01

    Power quality and how it is measured among Hydro Quebec's major customers were the focus of this conference presentation. Background information on Hydro Quebec and its customers was provided with reference to information on clients, employees and how the organization is organized. The presentation also included a discussion of power quality and how it is delivered at Hydro Quebec. For example, characteristics and target values of the voltage supplied by Hydro Quebec for high, medium and low voltages were examined. Personnel responsible for the grid have created a system to document each event submitted by customers. Documenting the actual power quality at the point of common coupling allows benchmarking of real data against announced characteristics and target values. This approach quantifies disturbances and helps to find and focus on disturbances that really influence large customers, mainly industrials. Portable and permanent installations issues were discussed followed by a discussion of a new service offering power quality metering on a regular basis. This metering service includes a complete analysis and technical support with dedicated expertise since customers are rarely fully experienced in power quality. The metering service is presented from the perspective of preventive maintenance with continuous quantification of a large number of indicators to assess the quality of the delivered power. Essential tools that customers can benefit from with this new service include real time electronic mail notification, weekly reporting and ad hoc technical support. This combination of various levels of services allows Hydro-Quebec to address the needs of these large customers in a flexible way. figs.

  3. CONSIDERATIONS ON MEASURING PERFORMANCE AND MARKET STRUCTURE

    OpenAIRE

    Spiridon Cosmin Alexandru

    2011-01-01

    According to neoclassical theory, the relationship between the price, respectively of marginal cost and market structures, the methods for determining the performance of a firm or of an industry, deviate from the model of perfect competition. Assessing performance involves performing comparisons, reporting that their reference level can be a standard value, or a statistical value which can be a national-regional average, a homogeneous group, or an average value at a market level. Modern theor...

  4. The Performance Blueprint: An Integrated Logic Model Developed To Enhance Performance Measurement Literacy: The Case of Performance-Based Contract Management.

    Science.gov (United States)

    Longo, Paul J.

    This study explored the mechanics of using an enhanced, comprehensive multipurpose logic model, the Performance Blueprint, as a means of building evaluation capacity, referred to in this paper as performance measurement literacy, to facilitate the attainment of both service-delivery oriented and community-oriented outcomes. The application of this…

  5. Measuring individual work performance: Identifying and selecting indicators

    NARCIS (Netherlands)

    Koopmans, L.; Bernaards, C.M.; Hildebrandt, V.H.; de Vet, H.C.W.; van der Beek, A.J.

    2014-01-01

    BACKGROUND: Theoretically, individual work performance (IWP) can be divided into four dimensions: task performance, contextual performance, adaptive performance, and counterproductive work behavior. However, there is no consensus on the indicators used to measure these dimensions.

  6. Measuring individual work performance: identifying and selecting indicators

    NARCIS (Netherlands)

    Koopmans, L.; Bernaards, C.M.; Hildebrandt, V.H.; Vet, H.C de; Beek, A.J. van der

    2014-01-01

    BACKGROUND: Theoretically, individual work performance (IWP) can be divided into four dimensions: task performance, contextual performance, adaptive performance, and counterproductive work behavior. However, there is no consensus on the indicators used to measure these dimensions. OBJECTIVE: This

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

    Energy Technology Data Exchange (ETDEWEB)

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

    2016-07-01

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

  8. Developing integrated benchmarks for DOE performance measurement

    Energy Technology Data Exchange (ETDEWEB)

    Barancik, J.I.; Kramer, C.F.; Thode, Jr. H.C.

    1992-09-30

    The objectives of this task were to describe and evaluate selected existing sources of information on occupational safety and health with emphasis on hazard and exposure assessment, abatement, training, reporting, and control identifying for exposure and outcome in preparation for developing DOE performance benchmarks. Existing resources and methodologies were assessed for their potential use as practical performance benchmarks. Strengths and limitations of current data resources were identified. Guidelines were outlined for developing new or improved performance factors, which then could become the basis for selecting performance benchmarks. Data bases for non-DOE comparison populations were identified so that DOE performance could be assessed relative to non-DOE occupational and industrial groups. Systems approaches were described which can be used to link hazards and exposure, event occurrence, and adverse outcome factors, as needed to generate valid, reliable, and predictive performance benchmarks. Data bases were identified which contain information relevant to one or more performance assessment categories . A list of 72 potential performance benchmarks was prepared to illustrate the kinds of information that can be produced through a benchmark development program. Current information resources which may be used to develop potential performance benchmarks are limited. There is need to develop an occupational safety and health information and data system in DOE, which is capable of incorporating demonstrated and documented performance benchmarks prior to, or concurrent with the development of hardware and software. A key to the success of this systems approach is rigorous development and demonstration of performance benchmark equivalents to users of such data before system hardware and software commitments are institutionalized.

  9. Measuring Student Performance in General Organic Chemistry

    Science.gov (United States)

    Austin, Ara C.; Ben-Daat, Hagit; Zhu, Mary; Atkinson, Robert; Barrows, Nathan; Gould, Ian R.

    2015-01-01

    Student performance in general organic chemistry courses is determined by a wide range of factors including cognitive ability, motivation and cultural capital. Previous work on cognitive factors has tended to focus on specific areas rather than exploring performance across all problem types and cognitive skills. In this study, we have categorized…

  10. Lightweight Provenance Service for High-Performance Computing

    Energy Technology Data Exchange (ETDEWEB)

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

    2017-09-09

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

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

    Science.gov (United States)

    Putri, Nilda Tri; Anggraini, Larisa

    2018-03-01

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

  12. Measured performance of the GTA rf systems

    International Nuclear Information System (INIS)

    Denney, P.M.; Jachim, S.P.

    1993-01-01

    This paper describes the performance of the RF systems on the Ground Test Accelerator (GTA). The RF system architecture is briefly described. Among the RF performance results presented are RF field flatness and stability, amplitude and phase control resolution, and control system bandwidth and stability. The rejection by the RF systems of beam-induced disturbances, such as transients and noise, are analyzed. The observed responses are also compared to computer-based simulations of the RF systems for validation

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

    Science.gov (United States)

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

    2016-12-01

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

  14. Measuring collections effort improves cash performance.

    Science.gov (United States)

    Shutts, Joe

    2009-09-01

    Having a satisfied work force can lead to an improved collections effort. Hiring the right people and training them ensures employee engagement. Measuring collections effort and offering incentives is key to revenue cycle success.

  15. 46 CFR 160.051-5 - Design and performance of Coastal Service inflatable liferafts.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 6 2010-10-01 2010-10-01 false Design and performance of Coastal Service inflatable... Liferafts for Domestic Service § 160.051-5 Design and performance of Coastal Service inflatable liferafts. To obtain Coast Guard approval, each Coastal Service inflatable liferaft must comply with subpart 160...

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

    International Nuclear Information System (INIS)

    Kolos, S; Boutsioukis, G; Hauser, R

    2012-01-01

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

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

    NARCIS (Netherlands)

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

    2013-01-01

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

  18. Reduction in the balanced scorecard performance measurement ...

    African Journals Online (AJOL)

    In this paper, we compare PCA and ordinal logistic regression in ranking the manufacturing systems. In this regard we present an integrated framework for assessment and ranking of manufacturing systems based on management and organizational performance indicators. To achieve the objectives of this study, ...

  19. Measuring Institutional Performance in Higher Education.

    Science.gov (United States)

    Meyerson, Joel W., Ed.; Massy, William F., Ed.

    This collection of seven essays from the Stanford Forum for Higher Education Futures focuses on how downsizing, quality management, and reengineering have are affecting higher education. An introductory paper, "Introduction: Change in Higher Education: Its Effect on Institutional Performance," (Joel W. Meyerson and Sandra L. Johnson)…

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

    Directory of Open Access Journals (Sweden)

    BOZGA LIVIU

    2015-06-01

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

  1. Performance measurement of supply chain flexibility using witness

    Directory of Open Access Journals (Sweden)

    Rituraj Chandrakar

    2012-10-01

    Full Text Available In today’s global scenario of intense competition and environmental uncertainty flexibility in supply chain has an important role to play for the existence of any supply chain business. A need to be responsive to the constantly changing market scenario and cater to the customer needs, a certain degree of flexibility is required, which requires the coordination of many plants to produce and deliver goods to customers located in different places, and suppliers, which provide each plant with the required components. This paper intends to measure the degree of flexibility required for a two stage supply chain and assessing both the supplier flexibility and the assembler flexibility. In this paper, nine configurations of the SC are considered resulting from the combination of the three degrees of supplier and manufacturer flexibility, i.e. no flexibility, limited flexibility and total flexibility, respectively. Simulation model representing the different flexibility configurations are evaluated and the performance of each configuration analyzed to determine the flexibility configuration suitable to a supply chain. In particular the performance analysis of lead time, work-in-process, service level and cost are measured to determine the suitable flexibility.

  2. CONFOCAL MICROSCOPY SYSTEM PERFORMANCE: LASER POWER MEASUREMENTS

    Science.gov (United States)

    Laser power abstract The reliability of the confocal laser-scanning microscope (CLSM) to obtain intensity measurements and quantify fluorescence data is dependent on using a correctly aligned machine that contains a stable laser power. The laser power test appears to be one ...

  3. The sensitivity of capital services measurement : Measure all assets and the cost of capital

    NARCIS (Netherlands)

    Inklaar, R.

    The measurement of capital inputs is still a contentious issue: many choices have to be made that have potentially large effects on the resulting capital input series. This paper compares a large number of methodological choices and their impact on U.S. capital services at the industry and aggregate

  4. Performance measures for aging of nuclear power plants

    International Nuclear Information System (INIS)

    Ross, D.F. Jr.

    1993-01-01

    The Nuclear Power Plant licenses are granted by the US Nuclear Regulatory Commission (NRC) for a 40-year term. There is at present consideration being given to extending the authorized service lifetime beyond that, perhaps for a total of 60 or 70 years total. A logical concern for such a length of operation is whether the plant ages in such a way as to be significantly less safe as it gets older. As a corollary to this, there would be the question as to how to measure a diminution in plant safety. Each operating utility has, of course, ways to observe the plant performance. It has maintenance and surveillance programs which are used for this purpose. The NRC maintains a presence at each operating plant in the form of resident inspectors. The NRC also receives utility reports which may then be used to synthesize operating performance. It also reviews plant performance directly through what is known as the Systematic Assessment of Licensee Performance (SALP). In the paper the various data management programs used by the NRC will be described. The results of each program is presented, and observations are made as to the potential effect of age on safety performance. It is also necessary to define the size of the population being examined. There are at present 109 operating reactors. The age distribution is used to normalize the data. Some of the indicators discussed in this paper are concerned more with the indirect effect of aging, such as inadvertent shutdown. The regulated industry maintains a program known as the Nuclear Power Reliability Data System (NPRDS) to which the electric utilities participate in a voluntary manner. Data from NPRDS can be accessed to observe the direct aging effect; this is not covered in this paper. To the degree that plant operating staff learns how to cope with aging equipment and operate in a safe manner nonetheless, the performance indicators would not fully reflect the aging effect

  5. APPLICATION OF THE GAP TECHNIQUE IN MEASURING SERVICE QUALITY IN EGYPTIAN FEDERATION KARATE

    Directory of Open Access Journals (Sweden)

    Khalil Samira

    2010-08-01

    Full Text Available This study aims to measure the gap between the administration and the beneficiaries of the quality of the service in the federation and sport regions of Karate. The sample of this study was chosen randomly between the members of the board of directors of the Federation and regions, the coaches , referees and players registered in theEgyptian Federation of Karate whose numbers are (149. The sample of the study was classified into two beneficiary classes. The first beneficiary class is coaches and referees whose number are (70 persons and their administration is the members of the board of directors of the Federation and its regions whose number are (14persons. The second class is the players whose number are (65 players and their administration is the members ofthe board of directors of the Federation and its regions the referees and coaches' number are (84 persons. This study used a questionnaire (SERVQUAL to measure the quality of the service. Results pointed to a negative gap between the expectations of the beneficiaries of the excellent service level and the perceptions of the administrations of these expectations.These results refer to the weakness of administration ability in the Egyptian Federation of Karate to know the needs and desires of beneficiaries from (coaches-referees- players of the quality level in the service provided to them. The existence of a relative gap between the perceptions of the beneficiaries of the service actually provided and the administration of the qualities of the service actually provided, therefore itrefers to the decline the motive level of the administration of Egyptian Federation of Karate to provide the service to the beneficiaries in a form that conforms with what the administration already decided for the specifications. The existence of a negative gap between the expectations of the beneficiaries of the level of theexcellent service and its perception of the actual performance of this service refers to

  6. Services

    International Nuclear Information System (INIS)

    Hardeman, F.

    1998-01-01

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

  7. Measurements of operator performance - an experimental setup

    International Nuclear Information System (INIS)

    Netland, K.

    1980-01-01

    The human has to be considered as an important element in a process control system, even if the degree of automation is extremely high. Other elements, e.g. computer, displays, etc., can to a large extent be described and quantified. The human (operator), is difficult to describe in a precise way, and it is just as difficult to predict his thinking and acting in a control room environment. Many factors influence his performance, such as: experience, motivation, level of knowledge, training, control environment, job organization, etc. These factors have to a certain degree to be described before guidelines for design of the man-process interfaces and the control room layout can be developed. For decades, the psychological science has obtained knowledge of the human mind and behaviour. This knowledge should have the potential of a positive input on our effort to describe the factors influencing the operator performance. Even if the human is complex, a better understanding of his thinking and acting, and a more precise description of the factors influencing his performance can be obtained. At OECD Halden Reactor Project an experimental set-up for such studies has been developed and implemented in the computer laboratory. The present set-up includes elements as a computer- and display-based control room, a simulator representing a nuclear power plant, training programme for the subjects, and methods for the experiments. Set-up modules allow reconfiguration of experiments. (orig./HP)

  8. Evaluating performance measures to determine training effectiveness

    International Nuclear Information System (INIS)

    Klemm, R.W.; Feiza, A.S.

    1987-01-01

    This research was conceived and dedicated to helping the CECo training organization become a more integrated part of the corporate business. The target population for this study was nuclear and fossil generating station employees who directly impacted the production of electricity. The target sample (n = 150) included: instrument, mechanical, and electrical maintenance personnel; control room operators; engineers, radiation chemists, and other technical specialists; and equipment operators and attendants. A total of four instruments were utilized by this study. Three instruments were administered to the generating station personnel. These included a demographic form, a learning style profile, and a motivational style profile. The focal instrument, a performance skills rating form, was administered to supervisory personnel. Data analysis consisted of three major parts. Part one established internal consistency through Cronbach alpha statistics. Part two provides summary statistics and breakdown tables for important variables. Part three provides inferential statistics responding to the research questions. All six Performance Skills variables discriminated significantly between the trained and non-trained groups (p .001). In all cases, the mean value for the trained group exceeded the mean value for the non-trained group. Implications for further research indicate that training does have a quantifiable effect on job performance

  9. 38 CFR 1.929 - Reduction of debt through performance of work-study services.

    Science.gov (United States)

    2010-07-01

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

  10. "Productivity performance measurement - follow-up"

    DEFF Research Database (Denmark)

    Kristensen, Troels

    2008-01-01

    The Danish Ministry of Health has published the third annual report on hospital productivity. This experience has contributed to policy goals becoming more detailed and ambitious. New policy goals are: to include hospital productivity measures at less aggregated levels, to include labour producti...... productivity and hospital psychiatric care, to provide web-based solutions that facilitate access to productivity data, and to develop new classifications of hospital levels related to structural reforms....

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

    Science.gov (United States)

    Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

    2015-03-01

    Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. PsycINFO Database Record (c) 2015 APA, all rights reserved.

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

    Science.gov (United States)

    Kocoglu, Deniz; Emiroglu, Oya Nuran

    2017-03-01

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

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

    Directory of Open Access Journals (Sweden)

    Deniz Kocoglu

    2017-03-01

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

  14. Measuring systemic performance of the Lithuanian government

    OpenAIRE

    Nakrošis, Vitalis

    2008-01-01

    This paper seeks assessing the dynamics of Lithuania's governmental perfor­mance and comparing it to other countries. It draws on a simple logical model, linking the inputs of the government to its outputs and outcomes. It was found that performance of the Lithuanian government is average and even poor, if compared with the EU aver­age or such countries as Estonia and Ireland. This is despite the fact the public mode of production is rather expensive in Lithuania and the number of public empl...

  15. QUALITY OF SERVICE AND CONDITIONS OF CUSTOMER SATISFACTION MEASUREMENT

    Directory of Open Access Journals (Sweden)

    Renata Winkler

    2014-09-01

    Full Text Available The starting point for the considerations made in the article is to compare such categories as product quality and service quality. An essential part of analysis is devoted to the relation of quality of service and satisfaction with the service. In the article discusses the grounds of designing and preparing customer satisfaction survey of services.

  16. A Data Specification for Software Project Performance Measures: Results of a Collaboration on Performance Measurement

    National Research Council Canada - National Science Library

    Kasunic, Mark

    2008-01-01

    ... between completed projects. These terms and definitions were developed using a collaborative, consensus-based approach involving the Software Engineering Institute's Software Engineering Process Management program and service...

  17. Drivers of Performance Measurement Use: Empirical Evidence from Serbia

    Directory of Open Access Journals (Sweden)

    Miloš Milosavljević

    2016-05-01

    Full Text Available In the last decades, the interest of academics and practitioners for the efficiency of performance measurement system use has grown rapidly. The aim of this paper is to examine, articulate and test the relationship between maturity of performance measurement systems, strategic compliance of performance measurement and managerial orientation, on one side, and the portfolio of performance measurement uses, on the other. Data were collected from 86 Serbian companies. The results indicate that the most influential factor for diversified use of performance measurement is the maturity of the system. The paper also discusses theoretical contributions, implications for managers and scholars, and recommendations for decision-makers.

  18. Freight corridor performance measurement system: A framework for South Africa

    Directory of Open Access Journals (Sweden)

    Jan H. Havenga

    2016-11-01

    Full Text Available Background: On a national level, South Africa’s freight logistics industry is inefficient. The country ranks 36th out of 40 countries in terms of transport productivity (tonne kilometres as a ratio of gross domestic product, or GDP; the ratio of freight logistics costs to GDP measured 11.1% in 2013, compared to that of developed regions which measures in the order of 9%; and rail tonne-km market share on the two most dense long-distance corridors, namely, GautengDurban and Gauteng-Cape Town, is only 12.8% and 4.4%, respectively, whereas rail is globally acknowledged as a more efficient provider of long-distance freight solutions, given appropriate investments and service commitments. Objectives: A cornerstone of improved national freight logistics performance is the availability of reliable indicators to quantify the efficiency and capacity of the logistics network over the intermediate and long term, thereby enabling an evidence-based policy and investment environment. The objective of this article is to describe the foundation framework (i.e. phase 1 for South Africa’s freight corridor performance measurement system (CPMS. Once populated, the CPMS will be a key generator of indicators to facilitate the systemic management of corridors as a national production factor and thereby contributing to South Africa’s competitiveness. Method: The design of South Africa’s CPMS was informed by desktop research and refined through an extensive stakeholder consultation process. A distinction was made between South Africa’s dedicated bulk corridors and the multi-modal corridors. Results: Facilitating both stakeholder involvement and agreement on key indicators, as well as the eventual development of a system supporting the population, aggregation and dissemination of the CPMS are critical outcomes for the management of corridors as a national production factor. Three overarching corridor indicators were defined, relating to increased throughput

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

    Directory of Open Access Journals (Sweden)

    Abiodun Eniola Alao

    2014-07-01

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

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

    International Nuclear Information System (INIS)

    Jones, L.R.

    1975-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Claudia GRIGORE

    2011-06-01

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

  2. The Effects Of Leadership Styles On Goal Clarity And Fairness Mediated Used Performance Measure

    Directory of Open Access Journals (Sweden)

    Amris Rusli Tanjung

    2017-04-01

    Full Text Available This paper investigate the effects of superiors performance evaluation behaviors on subordinates work-related attitudes mediated used performance measure. We used leadership style initiating structure and consideration and performance measure use objective and subjective measures on managerial work related attitudes goal clarity and evaluation fairness. We test our hypotheses using survey data from 56 middle-level managers in 4 services organizations. The results from Structural Equation Model with PLS show that an initiating structure leadership style has significant effect goal clarity and used objective performance measure mediated relationship initiating structure and goal clarity and used subjective performance measure not mediated relationship consideration leadership style and fairness in evaluation. Consideration leadership behavior instead only has a direct impact on fairness in evaluation. These findings have important implications for management accounting research on superiors use of performance measures and provide an explanation of some of the problematic findings in the literature.

  3. Employee participation in developing performance measures and job performance: on the role of measurement properties and incentives

    NARCIS (Netherlands)

    Groen, B.; Wouters, M.; Wilderom, C.

    2013-01-01

    Involving employees in the development of performance measures often results in better employee job performance. Yet not all prior studies find such a direct effect. This study explains these inconsistent findings. It focuses on the measurement properties of performance measures and using them for

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

    CERN Document Server

    Kolos, S; The ATLAS collaboration; Hauser, R

    2012-01-01

    The ATLAS experiment is being operated by highly distributed computing system which is constantly producing a lot of status information which is used to monitor the experiment operational conditions as well as to access the quality of the physics data being taken. For example the ATLAS High Level Trigger(HLT) algorithms are executed on the online computing farm consisting from about 1500 nodes. Each HLT algorithm is producing few thousands histograms, which have to be integrated over the whole farm and carefully analyzed in order to properly tune the event rejection. In order to handle such non-physics data the Information Service (IS) facility has been developed in the scope of the ATLAS TDAQ project. The IS provides high-performance scalable solution for information exchange in distributed environment. In the course of an ATLAS data taking session the IS handles about hundred gigabytes of information which is being constantly updated with the update interval varying from a second to few tens of seconds. IS ...

  5. Evaluation of pharmacy generalists performing antimicrobial stewardship services.

    Science.gov (United States)

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

    2015-08-01

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

  6. Library performance and service competition developing strategic responses

    CERN Document Server

    White, Larry Nash

    2008-01-01

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

  7. Behind the NAT – A Measurement Based Evaluation of Cellular Service Quality

    OpenAIRE

    Kaup, Fabian; Michelinakis, Foivos; Bui, Nicola; Widmer, Joerg; Wac, Katarzyna; Hausheer, David

    2015-01-01

    Abstract—Mobile applications such as VoIP, (live) gaming, or video streaming have diverse QoS requirements ranging from low delay to high throughput. The optimization of the network quality experienced by end-users requires detailed knowledge of the expected network performance. Also, the achieved service quality is affected by a number of factors, including network operator and available technologies. However, most studies focusing on measuring the cellular network do not consider the perfor...

  8. Performance Measurement of Complex Event Platforms

    Directory of Open Access Journals (Sweden)

    Eva Zámečníková

    2016-12-01

    Full Text Available The aim of this paper is to find and compare existing solutions of complex event processing platforms (CEP. CEP platforms generally serve for processing and/or predicting of high frequency data. We intend to use CEP platform for processing of complex time series and integrate a solution for newly proposed method of decision making. The decision making process will be described by formal grammar. As there are lots of CEP solutions we will take the following characteristics under consideration - the processing in real time, possibility of processing of high volume data from multiple sources, platform independence, platform allowing integration with user solution and open license. At first we will talk about existing CEP tools and their specific way of use in praxis. Then we will mention the design of method for formalization of business rules used for decision making. Afterwards, we focus on two platforms which seem to be the best fit for integration of our solution and we will list the main pros and cons of each approach. Next part is devoted to benchmark platforms for CEP. Final part is devoted to experimental measurements of platform with integrated method for decision support.

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

    Directory of Open Access Journals (Sweden)

    Nejla Kerfai

    2016-06-01

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

  10. THE DEVELOPMENT OF A PERFORMANCE MEASUREMENT SYSTEM FOR MAINTENANCE

    Directory of Open Access Journals (Sweden)

    J.K. Visser

    2012-01-01

    Full Text Available

    ENGLISH ABSTRACT: Business enterprises are under increasing pressure to become internationally competitive due to globalisation. World-class companies from abroad can now easily compete with local companies, introducing high quality products and services to the local community and industry. The pace of technological change is also forcing companies to increase productivity and to become more cost effective. Performance management is part of the strategic management process in the business enterprise and the maintenance department therefore has to address this as part of the strategy formulation for the maintenance function. This paper outlines the strategic management process that is required in the maintenance department and defines a systematic process to develop a performance measurement system for maintenance.

    AFRIKAANSE OPSOMMING: Besigheidsondernemings is onder toenemende druk om internasionaal kompeterend te word weens globalisering. Wêreldklas maatskappye kan nou maklik met plaaslike maatskappye meeding deur hoë kwaliteit produkte en dienste aan die plaaslike gemeenskap en nywerheid te lewer. Die tempo van tegnologiese verandering dwing maatskappye ook om produktiwiteit te verhoog en meer koste-effektief te word. Prestasiebestuur is deel van strategiese bestuur in 'n onderneming en die instandhoudingsafdeling moet derhalwe prestasiebestuur aanspreek as deel van die ontwikkeling van strategie vir die instandhoudingsfunksie. Hierdie artikel bespreek die strategiese bestuursproses soos benodig in die instandhoudingsafdeling en stel 'n sistematiese proses voor vir die ontwikkeling van 'n prestasiemetingstelsel vir instandhouding.

  11. Measured Performance of a Low Temperature Air Source Heat Pump

    Energy Technology Data Exchange (ETDEWEB)

    Johnson, R. K. [Johnson Research LLC, Pueblo West, CO (United States)

    2013-09-01

    A 4-ton Low Temperature Heat Pump (LTHP) manufactured by Hallowell International was installed in a residence near New Haven, Connecticut and monitored over two winters of operation. After attending to some significant service issues, the heat pump operated as designed. This report should be considered a review of the dual compressor 'boosted heat pump' technology. The Low Temperature Heat Pumpsystem operates with four increasing levels of capacity (heat output) as the outdoor temperature drops. The system was shown to select capacity correctly, supplying the appropriate amount of heat to the house across the full range of outdoor temperatures. The system's Coefficient of Performance (Seasonal COP, or SCOP) over two entire winters was calculated, based on measured data, to be 3.29over the first winter and 2.68 over the second winter. A second seasonal efficiency calculation by a different method yielded a SCOP of 2.78 for the first winter and 2.83 for the second winter. This second seasonal efficiency calculation was determined by comparing measured heat pump energy use to the in situ energy use with resistance heat alone. This method is the ratio of the slopes of thedaily energy use load lines.

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

    Directory of Open Access Journals (Sweden)

    Linda Blignaut

    2014-10-01

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

  13. Measuring the impact of employment services centres in Lebanon ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    This project will enhance the capacity of employment services centres (ESC) in Palestinian ... employment counseling and job matching services for male and female ... and terms of employment (such as the presence of a contract, work hours, ...

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

    Science.gov (United States)

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

    2015-02-01

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

  15. Multiuser MIMO: Principle, Performance in Measured Channels and Applicable Service

    DEFF Research Database (Denmark)

    Bauch, Gerhard; Tejera, Pedro; Utschick, Wolfgang

    2007-01-01

    The exploitation of multiuser diversity and the application of multiple antennas at transmitter and receiver are considered to be key technologies for future highly bandwidthefficient wireless systems. We combine both ideas in a downlink multicarrier transmission scheme where multiple users compe...

  16. Measuring exposure in DDoS protection services

    NARCIS (Netherlands)

    Jonker, Mattijs; Sperotto, Anna

    2017-01-01

    Denial-of-Service attacks have rapidly gained in popularity over the last decade. The increase in frequency, size, and complexity of attacks has made DDoS Protection Services (DPS) an attractive mitigation solution to which the protection of services can be outsourced. Despite a thriving market and

  17. Performance measurement, expectancy and agency theory: An experimental study

    NARCIS (Netherlands)

    Sloof, R.; van Praag, C.M.

    2008-01-01

    Theoretical analyses of (optimal) performance measures are typically performed within the realm of the linear agency model. This model implies that, for a given compensation scheme, the agent’s optimal effort is unrelated to the amount of noise in the performance measure. In contrast, expectancy

  18. The uses of outcome measures within multidisciplinary early childhood intervention services: a systematic review.

    Science.gov (United States)

    Calder, Samuel; Ward, Roslyn; Jones, Megan; Johnston, Jenelle; Claessen, Mary

    2017-07-18

    Purpose of the article: To review the use of outcome measures, across the domains of activity, participation, and environment, within multidisciplinary early childhood intervention services. A systematic literature search was undertaken that included four electronic databases: Medline, CINAHL, EMBASE, and the Cochrane Library and Cochrane Database of Systematic Review. Inclusion criteria were age 0-24 months, having or at risk of a developmental disability, in receipt of multidisciplinary early childhood intervention services, and included outcome measures across all domains of the International Classification of Functioning-Child & Youth (ICF-CY). Only peer-reviewed journal articles were considered. Eligible studies were coded using the Oxford Levels of Evidence. Methodological quality was assessed using the Physiotherapy Evidence Database (PEDro) Scale for randomised controlled trials and the QualSyst for non-randomised control trials. Of the total of 5764 records identified, 10 were considered to meet inclusion criteria. Fourteen outcome measures were identified, addressing the domains of activity, participation, and environment. Of these, eight have been recommended in the early intervention literature. While the methodological quality of the 10 studies varied, these papers make a contribution to the body of research that acknowledges the role of routine and enriched environments. Implications for Rehabilitation Core practice elements of multidisciplinary early childhood intervention services indicate it is necessary to select outcome measures framed within the International Classification of Functioning-Child & Youth to inform clinical decision-making for measuring intervention effectiveness across the domains of activity, participation and environment. Of the identified measures, three (Canadian Occupational Performance Measure, Pediatric Evaluation of Disability Inventory, and Goal Attainment Scaling) are well-established and identified in the literature as

  19. 48 CFR 52.222-49 - Service Contract Act-Place of Performance Unknown.

    Science.gov (United States)

    2010-10-01

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

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

    Directory of Open Access Journals (Sweden)

    Jorge Linuesa-Langreo

    2017-05-01

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

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

    Science.gov (United States)

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

    2017-01-01

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

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

    Science.gov (United States)

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

    2017-01-01

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

  3. Development of material measures for performance verifying surface topography measuring instruments

    International Nuclear Information System (INIS)

    Leach, Richard; Giusca, Claudiu; Rickens, Kai; Riemer, Oltmann; Rubert, Paul

    2014-01-01

    The development of two irregular-geometry material measures for performance verifying surface topography measuring instruments is described. The material measures are designed to be used to performance verify tactile and optical areal surface topography measuring instruments. The manufacture of the material measures using diamond turning followed by nickel electroforming is described in detail. Measurement results are then obtained using a traceable stylus instrument and a commercial coherence scanning interferometer, and the results are shown to agree to within the measurement uncertainties. The material measures are now commercially available as part of a suite of material measures aimed at the calibration and performance verification of areal surface topography measuring instruments

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

    Science.gov (United States)

    Nadiri, Halil; Tanova, Cem

    2016-01-01

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

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

    DEFF Research Database (Denmark)

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

    2015-01-01

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

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

    Science.gov (United States)

    McCance, Tanya; Wilson, Val; Kornman, Kelly

    2016-07-01

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

  7. 77 FR 33808 - Agency Information Collection; Activity Under OMB Review: Airline Service Quality Performance...

    Science.gov (United States)

    2012-06-07

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

  8. PERFORMANCE MEASURES OF STUDENTS IN EXAMINATIONS: A STOCHASTIC APPROACH

    OpenAIRE

    Goutam Saha; GOUTAM SAHA

    2013-01-01

    Data on Secondary and Higher Secondary examination (science stream) results from Tripura (North-East India) schools are analyzed to measure the performance of students based on tests and also the performance measures of schools based on final results and continuous assessment processes are obtained. The result variation in terms of grade points in the Secondary and Higher Secondary examinations are analysed using different sets of performance measures. The transition probabilities from one g...

  9. Behind the NAT??? A measurement based evaluation of cellular service quality

    DEFF Research Database (Denmark)

    Kaup, F.; Michelinakis, F.; Bui, N.

    2015-01-01

    Mobile applications such as VoIP, (live) gaming, or video streaming have diverse QoS requirements ranging from low delay to high throughput. The optimization of the network quality experienced by end-users requires detailed knowledge of the expected network performance. Also, the achieved service...... quality is affected by a number of factors, including network operator and available technologies. However, most studies focusing on measuring the cellular network do not consider the performance implications of network configuration and management. To this end, this paper reports about an extensive data...

  10. 7 CFR 54.1024 - Who shall perform appeal service.

    Science.gov (United States)

    2010-01-01

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

  11. Procedure for Measuring and Reporting Commercial Building Energy Performance

    Energy Technology Data Exchange (ETDEWEB)

    Barley, D.; Deru, M.; Pless, S.; Torcellini, P.

    2005-10-01

    This procedure is intended to provide a standard method for measuring and characterizing the energy performance of commercial buildings. The procedure determines the energy consumption, electrical energy demand, and on-site energy production in existing commercial buildings of all types. The performance metrics determined here may be compared against benchmarks to evaluate performance and verify that performance targets have been achieved.

  12. The Aviation Performance Measuring System (APMS): An Integrated Suite of Tools for Measuring Performance and Safety

    Science.gov (United States)

    Statler, Irving C.; Connor, Mary M. (Technical Monitor)

    1998-01-01

    This is a report of work in progress. In it, I summarize the status of the research and development of the Aviation Performance Measuring System (APMS) for managing, processing, and analyzing digital flight-recorded data, The objectives of the NASA-FAA APMS research project are to establish a sound scientific and technological basis for flight-data analysis, to define an open and flexible architecture for flight-data analysis systems, and to articulate guidelines for a standardized database structure on which to continue to build future flight-data-analysis extensions. APMS offers to the air transport community an open, voluntary standard for flight-data-analysis software; a standard that will help to ensure suitable functionality and data interchangeability among competing software programs. APMS will develop and document the methodologies, algorithms, and procedures for data management and analyses to enable users to easily interpret the implications regarding safety and efficiency of operations. APMS does not entail the implementation of a nationwide flight-data-collection system. It is intended to provide technical tools to ease the large-scale implementation of flight-data analyses at both the air-carrier and the national-airspace levels in support of their Flight Operations and Quality Assurance (FOQA) Programs and Advanced Qualifications Programs (AQP). APMS cannot meet its objectives unless it develops tools that go substantially beyond the capabilities of the current commercially available software and supporting analytic methods that are mainly designed to count special events. These existing capabilities, while of proven value, were created primarily with the needs-of aircrews in mind. APMS tools must serve the needs of the government and air carriers, as well as aircrews, to fully support the FOQA and AQP programs. They must be able to derive knowledge not only through the analysis of single flights (special-event detection), but also through

  13. Transportation performance measures for outcome based system management and monitoring.

    Science.gov (United States)

    2014-09-01

    The Oregon Department of Transportation (ODOT) is mature in its development and use of : performance measures, however there was not a standard approach for selecting measures nor : evaluating if existing ones were used to inform decision-making. Thi...

  14. Performance Measures for Public Participation Methods : Final Report

    Science.gov (United States)

    2018-01-01

    Public engagement is an important part of transportation project development, but measuring its effectiveness is typically piecemealed. Performance measurementdescribed by the Urban Institute as the measurement on a regular basis of the results (o...

  15. Measuring the marketing performances of state forest enterprises in ...

    African Journals Online (AJOL)

    Measuring the marketing performances of state forest enterprises in Turkey. ... This study covers a limited period of time (1999 - 2003), and 41 variables were developed in order to measure the marketing ... AJOL African Journals Online.

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

    OpenAIRE

    Ayşenur DOĞRU; Cemile SOLAK FIŞKIN

    2016-01-01

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

  17. Joint Integration Test Facility (JITF) Engineering II Performance Measurement Plans

    National Research Council Canada - National Science Library

    Boucher, Joanne

    2001-01-01

    ..., effectiveness, and accountability in federal programs and spending. The plan establishes six separate performance measurements, which correlate directly to customer satisfaction, Intelligence Mission Application (IMA...

  18. New’ Performance Measures: Determinants of Their Use and Their Impact on Performance

    NARCIS (Netherlands)

    F.H.M. Verbeeten (Frank)

    2005-01-01

    textabstractThis study investigates the extent to which Dutch organizations use ‘new’ performance measures to deal with the perceived inadequacies of traditional accounting performance measures. In addition, the determinants of the use of these ‘new’ performance measures are documented; finally, the

  19. Measuring the quality of provided services for patients with chronic kidney disease.

    Science.gov (United States)

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

    2014-09-01

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

  20. Measuring tangibility and assurance as determinants of service quality for public health care in South Africa

    Directory of Open Access Journals (Sweden)

    J. De Jager

    2007-12-01

    Full Text Available Purpose: The purpose of this research is to measure service quality offered to patients treated in a government controlled hospital in South Africa. Desig/Methodology/Approach: A service satisfaction survey was conducted amongst patients treated at a provincial hospital in Gauteng. The attitudes of the patients were tested regarding pre-identified service quality aspects related to health care. Tangibility and assurance categories are analysed for the purposes of this paper. A total of 583 in- and out-patients were selected at random and were personally interviewed. A five point Likert type scale was used to measure their expectations and perceived performance. Findings: These indicated patient dissatisfaction with both service quality dimensions measured, although significant differences exist between in- and out-patients. Personal safety and cleanliness of facilities were regarded as the most important variables in the assurance and tangibility dimensions. The level of satisfaction was the highest for clear information signage and communication at an understandable level in the tangibility-and assurance categories, respectively. Implications: This paper presents a comprehensive framework for prioritising important issues by provincial hospital management policy makers to satisfy patients' expectations and, because they have more authority over expenditure, the findings are important in the interest of supplying acceptable health care. Originality/Value: This study challenges existing work on health care services. Its significance lies in investigating the diversified health care needs and wants of various cultural groups in South Africa, because it focuses on service quality as experienced by in- and out-patients. It offers a new framework from an original South African perspective, focusing on differences and similarities between in- and outpatients of a Gauteng public hospital.

  1. Measuring service quality and a comparative analysis in airline industry

    Directory of Open Access Journals (Sweden)

    Mohammad Mehdi Izadi

    2013-01-01

    Full Text Available Quality of services in airline industry plays an important role in market penetration and customer retention. In this paper, we present a factor analysis to find important factors in Iranian Airline industry. The study designs a questionnaire consist of 35 questions and distribute it among 200 customers who regularly use services from 16 different airlines and they are investigated based on the implementation of factor analysis. The results of our survey determines seven important factors including physical features of the environment, Kettering, Pre-flight passenger services, Ability to respond, Reliability, Passenger service flight and Virtual Passenger Services. The paper discusses that improving these seven factors can significantly improve service quality in this sector.

  2. The Implementation of Performance Measurement System (PMS: Malaysian Facilities Management (FM Industry

    Directory of Open Access Journals (Sweden)

    Myeda N.E.

    2014-01-01

    Full Text Available Performance Measurement System (PMS is an effective performance measurement tool and technique that is being widely implemented in the global industries. Literature has suggested the significant contributions of its implementation in enhancing the strategic service delivery and performance. However, there is little study undertaken to explore the PMS implementation in Facilities Management (FM industry, particularly focusing on Malaysia. This study explores the PMS practice among FM practitioners and their knowledge in Performance Measurement (PM generally. Findings from this study also proposed the 20 contributing factors that the FM practitioners believed are the barriers in implementing PMS. This research also suggests the future research opportunities in developing a PMS framework that can be used as guidance for FM service delivery in Malaysia.

  3. How to Measure Quality of Service Using Unstructured Data Analysis: A General Method Design

    Directory of Open Access Journals (Sweden)

    Lucie Sperková,

    2015-10-01

    Full Text Available The aim of the paper is to design a general method usable for measuring the quality of the service from the customer’s point of view with the help of content analytics. Large amount of unstructured data is created by customers of the service. This data can provide a valuable feedback from the service usage. Customers talk among themselves about their experiences and feelings from consumption of the service. The design of the method is based on a systematic literature review in the area of the service quality and unstructured data analysis. Analytics and quality measurement models are collected and critically evaluated regarding their potential use for measuring IT service quality. The method can be used by IT service provider to measure and monitor service quality based on World-of-Mouth in order to continual service improvement.

  4. Performance measurement procedures that support innovativeness rather than hamper it

    NARCIS (Netherlands)

    Kerssens-van Drongelen, I.C.; Harkink, E.W.F.P.M.; Blomqvist, Kirsimarja; Ojanen, Ville; Kuittinen, Ossi

    2004-01-01

    This paper addresses the contemporary challenges in increasing firm-level innovativeness and developing appropriate performance metrics. The authors discuss these challenges and provide a literature review on the innovation enhancing factors in service industries. They subsequently study the case of

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

    Directory of Open Access Journals (Sweden)

    A. A. Lobzhanidze

    2016-01-01

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

  6. IMPROVING PUBLIC SERVICES THROUGH A ORGANIZATIONAL PERFORMANCE MANAGEMENT

    Directory of Open Access Journals (Sweden)

    IOANA STĂNCESCU

    2010-01-01

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

  7. Measuring the Adoption of DDoS Protection Services

    NARCIS (Netherlands)

    Jonker, Mattijs; Sperotto, Anna; van Rijswijk, Roland M.; Sadre, R.; Pras, Aiko

    2016-01-01

    Distributed Denial-of-Service (DDoS) attacks have steadily gained in popularity over the last decade, their intensity ranging from mere nuisance to severe. The increased number of attacks, combined with the loss of revenue for the targets, has given rise to a market for DDoS Protection Service (DPS)

  8. Measuring Service Quality in Recreational Programs with SERVQUAL.

    Science.gov (United States)

    Bauch, Joel R.

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

  9. Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.

    Science.gov (United States)

    Raub, Steffen; Liao, Hui

    2012-05-01

    We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings. (PsycINFO Database Record (c) 2012 APA, all rights reserved).

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

    Directory of Open Access Journals (Sweden)

    Marikka Heikkilä

    2014-08-01

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

  11. Measuring Cloud Service Health Using NetFlow/IPFIX

    DEFF Research Database (Denmark)

    Drago, Idilio; Hofstede, Rick; Sadre, Ramin

    2015-01-01

    The increasing trend of outsourcing services to cloud providers is changing the way computing power is delivered to enterprises and end users. Although cloud services offer several advantages, they also make cloud consumers strongly dependent on providers. Hence, consumers have a vital interest...... to be immediately informed about any problems in their services. This paper aims at a first step toward a network-based approach to monitor cloud services. We focus on severe problems that affect most services, such as outages or extreme server overload, and propose a method to monitor these problems that relies...... solely on the traffic exchanged between users and cloud providers. Our proposal is entirely based on NetFlow/IPFIX data and, therefore, explicitly targets high-speed networks. By combining a methodology to reassemble and classify flow records with stochastic estimations, our proposal has the distinct...

  12. Environmental Uncertainty, Performance Measure Variety and Perceived Performance in Icelandic Companies

    DEFF Research Database (Denmark)

    Rikhardsson, Pall; Sigurjonsson, Throstur Olaf; Arnardottir, Audur Arna

    and the perceived performance of the company. The sample was the 300 largest companies in Iceland and the response rate was 27%. Compared to other studies the majority of the respondents use a surprisingly high number of different measures – both financial and non-financial. This made testing of the three......The use of performance measures and performance measurement frameworks has increased significantly in recent years. The type and variety of performance measures in use has been researched in various countries and linked to different variables such as the external environment, performance...... measurement frameworks, and management characteristics. This paper reports the results of a study carried out at year end 2013 of the use of performance measures by Icelandic companies and the links to perceived environmental uncertainty, management satisfaction with the performance measurement system...

  13. Predicting Document Retrieval System Performance: An Expected Precision Measure.

    Science.gov (United States)

    Losee, Robert M., Jr.

    1987-01-01

    Describes an expected precision (EP) measure designed to predict document retrieval performance. Highlights include decision theoretic models; precision and recall as measures of system performance; EP graphs; relevance feedback; and computing the retrieval status value of a document for two models, the Binary Independent Model and the Two Poisson…

  14. Automating Performance Measures and Clinical Practice Guidelines: Differences and Complementarities.

    Science.gov (United States)

    Tu, Samson W; Martins, Susana; Oshiro, Connie; Yuen, Kaeli; Wang, Dan; Robinson, Amy; Ashcraft, Michael; Heidenreich, Paul A; Goldstein, Mary K

    2016-01-01

    Through close analysis of two pairs of systems that implement the automated evaluation of performance measures (PMs) and guideline-based clinical decision support (CDS), we contrast differences in their knowledge encoding and necessary changes to a CDS system that provides management recommendations for patients failing performance measures. We trace the sources of differences to the implementation environments and goals of PMs and CDS.

  15. Supply chain oriented performance measurement for automotive spare parts

    NARCIS (Netherlands)

    de Leeuw, S.L.J.M.; Beekman, L.

    2008-01-01

    Literature provides a number of conceptual frameworks and discussions on performance measurement in supply chains. However, most of these frameworks focus on a single link of a supply chain. Furthermore, there is a lack of empirical analysis and case studies on performance metrics and measurements

  16. Measuring the perceived quality of ophthalmology services in private organizations. A marketing perspective

    Science.gov (United States)

    Gheorghe, Iuliana Raluca; Gheorghe, Consuela-Mădălina; Purcărea, Victor Lorin

    2018-01-01

    Nowadays, the competition registered on the Romanian markets regarding the activity of private ophthalmology organizations has raised their interest in developing consumer-oriented strategies. The key factor that assures a differentiation as well as a competitive advantage is the service quality from a marketing perspective. Objectives: From a marketing perspective, service quality is measured as a perceived discrepancy between the consumers’ expectations and was actually performed in health care services. The most widely and validated measurement is the SERVQUAL scale. However, a variety of SERVQUAL scales have been applied in different health care environments without taking into consideration the specialty of the health care service. Thus, the objective of this paper was to measure the service quality in the Romanian ophthalmology private organizations using the SERVQUAL measurement, by identifying the SERVQUAL dimensions, which register the highest and the lowest gap scores. Materials and methods: The instrument for data collection was the SERVQUAL self-administered questionnaire that consisted of 22 items measured on a 5-point Likert scale. The sample size encompassed 100 participants and the sampling technique was the snowball. The internal consistency, validity and the reliability of the SERVQUAL scale was determined by the Cronbach’s alpha coefficients and factor analysis. The SERVQUAL questionnaire focused on 5 dimensions (tangibles, reliability, assurance, empathy and responsiveness) and each dimension, in its turn, was characterized by different items. Results: The mean age of the participants was 49.52 years, with a mean income of 3031 Romanian Currency and the mean period of wearing eyeglasses was 5 years (±2). Further, there were 47% females and 53% males. The overall internal consistency of the SERVQUAL scale, as well as the dimensions’ internal consistency were all above 0.7 and the factor analysis revealed that the items loaded properly on

  17. Measuring the perceived quality of ophthalmology services in private organizations. A marketing perspective.

    Science.gov (United States)

    Gheorghe, Iuliana Raluca; Gheorghe, Consuela-Mădălina; Purcărea, Victor Lorin

    2018-01-01

    Nowadays, the competition registered on the Romanian markets regarding the activity of private ophthalmology organizations has raised their interest in developing consumer-oriented strategies. The key factor that assures a differentiation as well as a competitive advantage is the service quality from a marketing perspective. From a marketing perspective, service quality is measured as a perceived discrepancy between the consumers' expectations and was actually performed in health care services. The most widely and validated measurement is the SERVQUAL scale. However, a variety of SERVQUAL scales have been applied in different health care environments without taking into consideration the specialty of the health care service. Thus, the objective of this paper was to measure the service quality in the Romanian ophthalmology private organizations using the SERVQUAL measurement, by identifying the SERVQUAL dimensions, which register the highest and the lowest gap scores. The instrument for data collection was the SERVQUAL self-administered questionnaire that consisted of 22 items measured on a 5-point Likert scale. The sample size encompassed 100 participants and the sampling technique was the snowball. The internal consistency, validity and the reliability of the SERVQUAL scale was determined by the Cronbach's alpha coefficients and factor analysis. The SERVQUAL questionnaire focused on 5 dimensions (tangibles, reliability, assurance, empathy and responsiveness) and each dimension, in its turn, was characterized by different items. The mean age of the participants was 49.52 years, with a mean income of 3031 Romanian Currency and the mean period of wearing eyeglasses was 5 years (±2). Further, there were 47% females and 53% males. The overall internal consistency of the SERVQUAL scale, as well as the dimensions' internal consistency were all above 0.7 and the factor analysis revealed that the items loaded properly on each dimension. Moreover, the gap scores of the

  18. A Data Specification for Software Project Performance Measures: Results of a Collaboration on Performance Measurement

    Science.gov (United States)

    2008-07-01

    cycle Evolution of a system, product, service, project or other human-made entity from conception through retirement [ ISO 12207 ]. Logical line of...012 [ ISO 1995] International Organization for Standardization. ISO /IEC 12207 :1995—Information technology— Software life cycle processes. http...definitions, authors were asked to use or align with already existing standards such as those available through ISO and IEEE when possible. Literature

  19. A Study on Relationships between Functional Performance and Task Performance Measure through Experiments in NPP MCR

    International Nuclear Information System (INIS)

    Jang, In Seok; Seong, Poong Hyun; Park, Jin Kyun

    2011-01-01

    Further improvements in levels of organization, management, man-machine interfaces, education, training, etc. are required, if high operating reliability of operators in huge and complex plants such as chemical plants and electrical power generating plants is to be maintained. Improvement requires good understanding of operators' behavior, including defining what is good performance for operators, especially in emergency situations. Human performance measures, therefore, are important to enhance performance and to reduce the probability of incidents and accidents in Nuclear Power Plants (NPPs). Operators' performance measures are used for multi-objectives such as control room design, human system interface evaluation, training, procedure and so on. There are two kinds of representative methods to measure operators' performance. These methods are now known as the functional performance measure and task performance measure. Functional performance measures are basically based on the plant process parameters. Functional performance measures indicate how well the operators controlled selected critical parameters. The parameters selected in this paper are derived from the four Critical Safety Functions (CSFs) identified in the emergency operating procedures such as achievement of subcriticality, maintenance of core cooling, maintenance of heat sink and maintenance of containment integrity. Task performance measures are based on the task analysis. Task analysis is to determine the tasks required and how operators are performed. In this paper, task analysis is done with ideal path for an accident completed by experts and Emergency Operation Procedure (EOP). However, most literatures related to operators' performance have been using one of these measures and there is no research to find out the relationships between two measures. In this paper, the relationships between functional performance measure and task performance measure are investigated using experiments. Shortly

  20. The relationships between common measures of glucose meter performance.

    Science.gov (United States)

    Wilmoth, Daniel R

    2012-09-01

    Glucose meter performance is commonly measured in several different ways, including the relative bias and coefficient of variation (CV), the total error, the mean absolute relative deviation (MARD), and the size of the interval around the reference value that would be necessary to contain a meter measurement at a specified probability. This fourth measure is commonly expressed as a proportion of the reference value and will be referred to as the necessary relative deviation. A deeper understanding of the relationships between these measures may aid health care providers, patients, and regulators in comparing meter performances when different measures are used. The relationships between common measures of glucose meter performance were derived mathematically. Equations are presented for calculating the total error, MARD, and necessary relative deviation using the reference value, relative bias, and CV when glucose meter measurements are normally distributed. When measurements are also unbiased, the CV, total error, MARD, and necessary relative deviation are linearly related and are therefore equivalent measures of meter performance. The relative bias and CV provide more information about meter performance than the other measures considered but may be difficult for some audiences to interpret. Reporting meter performance in multiple ways may facilitate the informed selection of blood glucose meters. © 2012 Diabetes Technology Society.