WorldWideScience

Sample records for service quality monitoring

  1. CMS data quality monitoring web service

    International Nuclear Information System (INIS)

    Tuura, L; Eulisse, G; Meyer, A

    2010-01-01

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

  2. CMS data quality monitoring web service

    Energy Technology Data Exchange (ETDEWEB)

    Tuura, L; Eulisse, G [Northeastern University, Boston, MA (United States); Meyer, A, E-mail: lat@cern.c, E-mail: giulio.eulisse@cern.c, E-mail: andreas.meyer@cern.c [DESY, Hamburg (Germany)

    2010-04-01

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

  3. Monitoring the Quality of Services in Electronic Banking

    OpenAIRE

    Jovovic Radislav; Lekic Elvis; Jovovic Miroslav

    2016-01-01

    Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality...

  4. Implementation of quality standards in an individual monitoring service

    International Nuclear Information System (INIS)

    Hyvoenen, H.; Vartiainen, E.

    2001-01-01

    In this paper the implementation of a quality system to the procedures of an individual monitoring service (IMS) is described from the practical perspective. The IMS of the Radiation and Nuclear Safety Authority (STUK) is used as an example. The IMS of STUK monitors about 8500 persons mainly working in hospitals, industry and research centres. The current thermoluminescence dosemeter (TLD) system was introduced in 1992 and the whole service changed to TLDs in 1995. The quality system compatible with the quality standards was introduced in 1999. An application for accreditation to full EN45001 and ISO/IEC Guide 25 was made in December 1999, accreditation was achieved in August 2000 by the Finnish Accreditation Service (FINAS). The considerations needed for the quality system to fulfil the requirements of the quality standards are reported. (author)

  5. Implementation of quality standards in an individual monitoring service

    Energy Technology Data Exchange (ETDEWEB)

    Hyvoenen, H.; Vartiainen, E

    2001-07-01

    In this paper the implementation of a quality system to the procedures of an individual monitoring service (IMS) is described from the practical perspective. The IMS of the Radiation and Nuclear Safety Authority (STUK) is used as an example. The IMS of STUK monitors about 8500 persons mainly working in hospitals, industry and research centres. The current thermoluminescence dosemeter (TLD) system was introduced in 1992 and the whole service changed to TLDs in 1995. The quality system compatible with the quality standards was introduced in 1999. An application for accreditation to full EN45001 and ISO/IEC Guide 25 was made in December 1999, accreditation was achieved in August 2000 by the Finnish Accreditation Service (FINAS). The considerations needed for the quality system to fulfil the requirements of the quality standards are reported. (author)

  6. Implementation of quality control systematics for personnel monitoring services

    International Nuclear Information System (INIS)

    Franco, J.O.A.

    1984-01-01

    The implementation of statistical quality control techniques used in industrial practise is proposed to dosimetric services. 'Control charts' and 'sampling inspection' are adapted respectively for control of measuring process and of dose results produced in routine. A chapter on Radiation Protection and Personnel Monitoring was included. (M.A.C.) [pt

  7. Monitoring the Quality of Services in Electronic Banking

    Directory of Open Access Journals (Sweden)

    Jovovic Radislav

    2016-09-01

    Full Text Available Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality of e-banking services but they must be adjusted to the specific environment that is analysed in order to obtain reliable and quality information. The qualitative and quantitative research methods are applied in this paper in order to a get adjusted theoretical model (instrument for measuring the quality of electronic banking services. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument for measuring quality of online banking allows obtaining reliable data, and information in the particular environment. And the results are: significant information about the quality of e-banking, modified theoretical model, information about the dimensions of quality of e-banking, customer satisfaction, and pathways and guidelines for the improvement of e-banking. The measuring of quality of electronic banking services in not one time activity but repeated one, as permanent monitoring strategy. This research is widely applicable even though it was conducted in the context of Montenegrin e-banking, since most of the banks in Montenegro are owned by well-known European banks, and it is expected that the obtained knowledge and information can be generalized.

  8. Internal quality control program for individual monitoring service

    Energy Technology Data Exchange (ETDEWEB)

    Mauricio, Claudia L.P.; Moura Junior, Jose; Patrao, Karla C.S. [Instituto de Radioprotecao e Dosimetria (IRD/CNEN-RJ), Rio de Janeiro, RJ (Brazil)]. E-mail: claudia@ird.gov.br; moura@ird.gov.br; karla@ird.gov.br

    2007-07-01

    With a focus on continuous improvement, since 2002, a special internal procedure for following and checking the performance of our individual monitoring services has been implemented. A fictitious installation, named 'Fantasma' has been created, initially, with 4 film badges and 7 thermoluminescent dosimetric ring users. Since 2005, this quality control program includes also the albedo neutron individual monitoring service. Monthly, the 'Fantasma' test monitors are irradiated by traceable Cs-137 and Am-Be sources. The calibration quantities are: the photon dose equivalent (H{sub x}) for the photographic individual monitor, the maximum dose equivalent (MADE) for the albedo neutron individual monitor and the personal dose equivalent at 0.07 mm depth (H{sub p}(0.07)) for ring monitor. Up to now, all results show compliance with the specific trumpet curves acceptance limits. Once, a small sub-evaluation tendency has been noted and this information was used to improve the film system. For the photographic film system, the evaluated value to reference dose ratios range from 0.71 to 1.12, with a mean value of 0.91 {+-} 0.12. For the ring system, the ratio ranges from 0.69 to 1.40, with a mean value of 1.02 {+-} 0.07. For the neutron system, which presents intrinsic larger uncertainties, the ratio ranged from 0.67 to 1.88, with mean value of 1.16 {+-} 0.27. (author)

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

    Science.gov (United States)

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

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

  10. Quality Assurance in Individual Monitoring: 10 Years of Performance Monitoring of the TLD Based TNO Individual Monitoring Service (invited paper)

    International Nuclear Information System (INIS)

    Dijk, J.W.E. van

    1998-01-01

    The QA subscription forms the nucleus of the Quality Assurance (QA) programme of the TLD-based Individual Monitoring Service of TNO-CSD. This QA subscription is the subscription of a dummy customer to the service. As this customer is treated exactly like a normal customer, all aspects of the service are monitored by the QA subscription. An overview is given of 10 years of monitoring the performance of the service. Various improvements over the past decade have resulted in a standard deviation in a low dose measurement of 0.01 mSv and a relative standard deviation at higher doses of 5%. These figures represent the performance under routine circumstances and thus include variations due to variations in the natural background from place to place and, for example, due to transport. (author)

  11. Quality Assurance in Individual Monitoring: 10 Years of Performance Monitoring of the TLD Based TNO Individual Monitoring Service (invited paper)

    Energy Technology Data Exchange (ETDEWEB)

    Dijk, J.W.E. van

    1998-07-01

    The QA subscription forms the nucleus of the Quality Assurance (QA) programme of the TLD-based Individual Monitoring Service of TNO-CSD. This QA subscription is the subscription of a dummy customer to the service. As this customer is treated exactly like a normal customer, all aspects of the service are monitored by the QA subscription. An overview is given of 10 years of monitoring the performance of the service. Various improvements over the past decade have resulted in a standard deviation in a low dose measurement of 0.01 mSv and a relative standard deviation at higher doses of 5%. These figures represent the performance under routine circumstances and thus include variations due to variations in the natural background from place to place and, for example, due to transport. (author)

  12. Quality Assurance for a TLD Based Individual Monitoring Service (invited paper)

    Energy Technology Data Exchange (ETDEWEB)

    Julius, H.W.; Van Dijk, J.W.E. [Arnhem (Netherlands)

    1999-07-01

    Approved Individual Monitoring Services should, in addition to complying with specific national performance requirements, also have implemented a quality assurance (QA) and quality control (QC) programme as an integral part of the operation. Essential elements of a QA/QC programme are discussed. Some practical hints and examples of QA practices are given, focussing on the application of thermoluminescence dosimetry. (author)

  13. Monitoring quality and coverage of harm reduction services for people who use drugs

    DEFF Research Database (Denmark)

    Wiessing, Lucas; Ferri, Marica; Běláčková, Vendula

    2017-01-01

    indicators and to present a framework for extending them with additional indicators of coverage and quality of harm reduction services, for monitoring and evaluation at international, national or subnational levels. The ultimate aim is to improve these services in order to reduce health and social problems......BACKGROUND AND AIMS: Despite advances in our knowledge of effective services for people who use drugs over the last decades globally, coverage remains poor in most countries, while quality is often unknown. This paper aims to discuss the historical development of successful epidemiological...... before their scaling up and routine implementation, to evaluate their effectiveness in comparing service coverage and quality across countries. CONCLUSIONS: The establishment of an improved set of validated and internationally agreed upon best practice indicators for monitoring harm reduction service...

  14. Enabling Bus Transit Service Quality Co-Monitoring Through Smartphone-Based Platform

    DEFF Research Database (Denmark)

    Li, Corinna; Zegras, P. Christopher; Zhao, Fang

    2017-01-01

    ’ word, meaning “agencies using public feedback to supplement official monitoring and regulation.”] bus service quality. The pilot project adapted a smartphone-based travel survey system, Future Mobility Sensing, to collect real-time customer feedback and objective operational measurements on specific...

  15. A Survey on Quality of Service Monitoring and Analysis of Network of Agricultural Science and Technology Resources

    OpenAIRE

    Jian , Ma

    2014-01-01

    International audience; First, current situation on Network of agricultural science and technology resources is described. Then we pay much attention to the quality of service monitoring and analysis system of network resources. And finally, we come to the conclusion that the construction of Quality of service monitoring, analysis of network of agricultural science and technology resources is in great need.

  16. Enabling Bus Transit Service Quality Co-Monitoring Through Smartphone-Based Platform

    DEFF Research Database (Denmark)

    Li, Corinna; Zegras, P. Christopher; Zhao, Fang

    2017-01-01

    ’ word, meaning “agencies using public feedback to supplement official monitoring and regulation.”] bus service quality. The pilot project adapted a smartphone-based travel survey system, Future Mobility Sensing, to collect real-time customer feedback and objective operational measurements on specific...... monitoring through a more real-time, customer-centric perspective. The pilot project operated publicly for 3 months on the Silver Line bus rapid transit in Boston, Massachusetts. Seventy-six participants completed the entrance survey; half of them actively participated and completed more than 500...

  17. Non-intrusive Packet-Layer Model for Monitoring Video Quality of IPTV Services

    Science.gov (United States)

    Yamagishi, Kazuhisa; Hayashi, Takanori

    Developing a non-intrusive packet-layer model is required to passively monitor the quality of experience (QoE) during service. We propose a packet-layer model that can be used to estimate the video quality of IPTV using quality parameters derived from transmitted packet headers. The computational load of the model is lighter than that of the model that takes video signals and/or video-related bitstream information such as motion vectors as input. This model is applicable even if the transmitted bitstream information is encrypted because it uses transmitted packet headers rather than bitstream information. For developing the model, we conducted three extensive subjective quality assessments for different encoders and decoders (codecs), and video content. Then, we modeled the subjective video quality assessment characteristics based on objective features affected by coding and packet loss. Finally, we verified the model's validity by applying our model to unknown data sets different from training data sets used above.

  18. The Copernicus Atmosphere Monitoring Service: facilitating the prediction of air quality from global to local scales

    Science.gov (United States)

    Engelen, R. J.; Peuch, V. H.

    2017-12-01

    The European Copernicus Atmosphere Monitoring Service (CAMS) operationally provides daily forecasts of global atmospheric composition and regional air quality. The global forecasting system is using ECMWF's Integrated Forecasting System (IFS), which is used for numerical weather prediction and which has been extended with modules for atmospheric chemistry, aerosols and greenhouse gases. The regional forecasts are produced by an ensemble of seven operational European air quality models that take their boundary conditions from the global system and provide an ensemble median with ensemble spread as their main output. Both the global and regional forecasting systems are feeding their output into air quality models on a variety of scales in various parts of the world. We will introduce the CAMS service chain and provide illustrations of its use in downstream applications. Both the usage of the daily forecasts and the usage of global and regional reanalyses will be addressed.

  19. Development of picture quality monitoring system for IPTV service based on the reduced reference framework

    Science.gov (United States)

    Sugimoto, Osamu; Kawada, Ryoichi; Koike, Atsushi

    2006-01-01

    The authors developed a software-based realtime IPTV monitoring system based on Reduced Reference framework, and evaluated the proposed system. One of the quality issues of the IPTV service is the picture quality degradation caused by packet loss. The proposed system precisely estimates the PSNR of the corrupted received picture by extracting and comparing image features from transmission and receiver side. Computer simulations show that PSNR estimation with a 0.945 correlation coefficient at a data channel bitrate of 36kbps is possible using the proposed system.

  20. Methodology for calculating perception of the user experience of the quality of monitored integrated telecommunications operator services

    NARCIS (Netherlands)

    2011-01-01

    The invention relates to a method for calculating perception of the user experience of the quality of monitored integrated telecommunications operator services. For this purpose, data from the monitoring of user services is used, along with questionnaires previously completed by a representative

  1. Assessment of patient satisfaction with acute pain management service: Monitoring quality of care in clinical setting

    Directory of Open Access Journals (Sweden)

    Fizzah Farooq

    2016-01-01

    Full Text Available Background and Aims: Assessment of patient satisfaction is an important tool for monitoring the quality of care in hospitals. The aim of this survey was to develop a reliable tool to assess patient satisfaction with acute pain management service (APMS and identify variables affecting this so that care can be improved. Methods: A questionnaire was developed and administered to  patients after being discharged from APMS care by an unbiased person. Data collected from record included patient demographics, surgical procedure, analgesic modality, co-analgesics and dynamic and static pain scores. Questions included pain expected and pain experienced, APMS response time, quality of pain relief with treatment, professionalism of APMS team, overall experience of pain relief and choosing/suggesting same modality for themselves/family/friends again. Five-point Likert scale was used for most of the options. Statistical analysis was done using SPSS 19. Results: Frequency and percentages were computed for qualitative observation and presented on pie chart and histogram. Seventy-one per cent patients expected severe pain while 43% actually experienced it. About 79.4% would choose same analgesia modality in future for self/family/friends. Ninety-nine per cent found APMS staff courteous and professional. About 89% rated their experience of pain management as excellent to very good. Conclusion: The survey of patients′ satisfaction to monitor the quality of care provided by APMS provided positive inputs on its role. This also helps to identify areas requiring improvement in care and as a tool to gauge the quality of care.

  2. Quality assurance and quality control programme in use at the individual monitoring service of ITN-DPRSN

    Energy Technology Data Exchange (ETDEWEB)

    Alves, J.G.; Novais, I.; Rangel, S.; Flores, E. [Instituto Tecnologico e Nuclear, Dept. de Proteccao Radiologica e Seguranca Nuclear Estrada Nacional, Sacavem (Portugal)

    2006-07-01

    The Individual Monitoring Service (I.M.S.) of the Departamento de Proteccao Radiologica e Seguranca Nuclear (D.P.R.S.N.) at the Instituto Tecnologico e Nuclear (I.T.N.) in Portugal operates a thermoluminescence dosimetry system to monitor approximately 3,000 workers for external radiation exposure on a monthly basis. The workers come from nearly 230 facilities in the medical, research and conventional industry fields of activity and almost 85% of the people monitored in 2005 are from medical facilities. The TLD system in use is based on two Harshaw 6600 automatic readers and on the Harshaw 8814 T.L. card and holder containing two detector elements of LiF:Mg,Ti (TLD-100) for the evaluation of Hp(10) and Hp(0.07). All the workers are monitored on a monthly basis using whole body dosemeters. The I.M.S. has implemented a Quality Assurance and Quality Control (Q.A./Q.C.) programme that covers all the aspects of monitoring, from the monitoring request of a customer to the final issue of a dose report. The main aspects of the Q.A./Q.C. programme implemented at the I.M.S. will be presented in this paper using fluxograms and schemes. Several issues will be addressed, e.g., administrative procedures, technical procedures, dealing with complaints, training of staff, etc. The relationship of the I.M.S. with external entities like the customer, the regulatory authority, the central dose registry, the calibration facility, suppliers, maintenance providers, etc. will be mentioned on the administrative procedures described as well as on the technical procedures where applicable. The main technical procedures will be presented in this paper and references will be made to a TLD Quality Control database internally developed and designed for the storage of important Q.C. parameters like the element correction coefficients, reader calibration factors, electronic quality control data generated on a daily basis, and the study of their evolution with time. (author)

  3. Quality assurance and quality control programme in use at the individual monitoring service of ITN-DPRSN

    International Nuclear Information System (INIS)

    Alves, J.G.; Novais, I.; Rangel, S.; Flores, E.

    2006-01-01

    The Individual Monitoring Service (I.M.S.) of the Departamento de Proteccao Radiologica e Seguranca Nuclear (D.P.R.S.N.) at the Instituto Tecnologico e Nuclear (I.T.N.) in Portugal operates a thermoluminescence dosimetry system to monitor approximately 3,000 workers for external radiation exposure on a monthly basis. The workers come from nearly 230 facilities in the medical, research and conventional industry fields of activity and almost 85% of the people monitored in 2005 are from medical facilities. The TLD system in use is based on two Harshaw 6600 automatic readers and on the Harshaw 8814 T.L. card and holder containing two detector elements of LiF:Mg,Ti (TLD-100) for the evaluation of Hp(10) and Hp(0.07). All the workers are monitored on a monthly basis using whole body dosemeters. The I.M.S. has implemented a Quality Assurance and Quality Control (Q.A./Q.C.) programme that covers all the aspects of monitoring, from the monitoring request of a customer to the final issue of a dose report. The main aspects of the Q.A./Q.C. programme implemented at the I.M.S. will be presented in this paper using fluxograms and schemes. Several issues will be addressed, e.g., administrative procedures, technical procedures, dealing with complaints, training of staff, etc. The relationship of the I.M.S. with external entities like the customer, the regulatory authority, the central dose registry, the calibration facility, suppliers, maintenance providers, etc. will be mentioned on the administrative procedures described as well as on the technical procedures where applicable. The main technical procedures will be presented in this paper and references will be made to a TLD Quality Control database internally developed and designed for the storage of important Q.C. parameters like the element correction coefficients, reader calibration factors, electronic quality control data generated on a daily basis, and the study of their evolution with time. (author)

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

    Science.gov (United States)

    Gaidukova, G. N.

    2014-01-01

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

  5. A service for monitoring the quality of intraoperative cone beam CT images

    Directory of Open Access Journals (Sweden)

    Heckel Frank

    2016-09-01

    Full Text Available In recent years, operating rooms (ORs have transformed into integrated operating rooms, where devices are able to communicate, exchange data, or even steer and control each other. However, image data processing is commonly done by dedicated workstations for specific clinical use-cases. In this paper, we propose a concept for a dynamic service component for image data processing on the example of automatic image quality assessment (AQUA of intraoperative cone beam computed tomography (CBCT images. The service is build using the Open Surgical Communication Protocol (OSCP and the standard for Digital Imaging and Communications in Medicine (DICOM. We have validated the proposed concept in an integrated demonstrator OR.

  6. Towards Integrating Soil Quality Monitoring Targets as Measures of Soil Natural Capital Stocks with the Provision of Ecosystem Services

    Science.gov (United States)

    Taylor, M. D.; Mackay, A. D.; Dominati, E.; Hill, R. B.

    2012-04-01

    This paper presents the process used to review soil quality monitoring in New Zealand to better align indicators and indicator target ranges with critical values of change in soil function. Since its inception in New Zealand 15 year ago, soil quality monitoring has become an important state of the environment reporting tool for Regional Councils. This tool assists councils to track the condition of soils resources, assess the impact of different land management practices, and provide timely warning of emerging issues to allow early intervention and avoid irreversible loss of natural capital stocks. Critical to the effectiveness of soil quality monitoring is setting relevant, validated thresholds or target ranges. Provisional Target Ranges were set in 2003 using expert knowledge available and data on production responses. Little information was available at that time for setting targets for soil natural capital stocks other than those for food production. The intention was to revise these provisional ranges as further information became available and extend target ranges to cover the regulating and cultural services provided by soils. A recently developed ecosystems service framework was used to explore the feasibility of linking soil natural capital stocks measured by the current suite of soil quality indicators to the provision of ecosystem services by soils. Importantly the new approach builds on and utilises the time series data sets collected by current suite of soil quality indicators, adding value to the current effort, and has the potential to set targets ranges based on the economic and environmental outcomes required for a given farm, catchment or region. It is now timely to develop a further group of environmental indicators for measuring specific soil issues. As with the soil quality indicators, these environmental indicators would be aligned with the provision of ecosystem services. The toolbox envisaged is a set of indicators for specific soil issues

  7. Subjective video quality comparison of HDTV monitors

    Science.gov (United States)

    Seo, G.; Lim, C.; Lee, S.; Lee, C.

    2009-01-01

    HDTV broadcasting services have become widely available. Furthermore, in the upcoming IPTV services, HDTV services are important and quality monitoring becomes an issue, particularly in IPTV services. Consequently, there have been great efforts to develop video quality measurement methods for HDTV. On the other hand, most HDTV programs will be watched on digital TV monitors which include LCD and PDP TV monitors. In general, the LCD and PDP TV monitors have different color characteristics and response times. Furthermore, most commercial TV monitors include post-processing to improve video quality. In this paper, we compare subjective video quality of some commercial HD TV monitors to investigate the impact of monitor type on perceptual video quality. We used the ACR method as a subjective testing method. Experimental results show that the correlation coefficients among the HDTV monitors are reasonable high. However, for some video sequences and impairments, some differences in subjective scores were observed.

  8. The BioCASe Monitor Service - A tool for monitoring progress and quality of data provision through distributed data networks

    Directory of Open Access Journals (Sweden)

    Falko Glöckler

    2013-09-01

    However, the BMS can potentially be used with any conceptual data schema and protocols for querying web services. Through flexible configuration options it is highly adaptable to specific requirements and needs. Thus, the BMS can be easily implemented into coordination workflows and reporting duties within other distributed data network projects.

  9. Operational monitoring and forecasting of bathing water quality through exploiting satellite Earth observation and models: The AlgaRisk demonstration service

    Science.gov (United States)

    Shutler, J. D.; Warren, M. A.; Miller, P. I.; Barciela, R.; Mahdon, R.; Land, P. E.; Edwards, K.; Wither, A.; Jonas, P.; Murdoch, N.; Roast, S. D.; Clements, O.; Kurekin, A.

    2015-04-01

    Coastal zones and shelf-seas are important for tourism, commercial fishing and aquaculture. As a result the importance of good water quality within these regions to support life is recognised worldwide and a number of international directives for monitoring them now exist. This paper describes the AlgaRisk water quality monitoring demonstration service that was developed and operated for the UK Environment Agency in response to the microbiological monitoring needs within the revised European Union Bathing Waters Directive. The AlgaRisk approach used satellite Earth observation to provide a near-real time monitoring of microbiological water quality and a series of nested operational models (atmospheric and hydrodynamic-ecosystem) provided a forecast capability. For the period of the demonstration service (2008-2013) all monitoring and forecast datasets were processed in near-real time on a daily basis and disseminated through a dedicated web portal, with extracted data automatically emailed to agency staff. Near-real time data processing was achieved using a series of supercomputers and an Open Grid approach. The novel web portal and java-based viewer enabled users to visualise and interrogate current and historical data. The system description, the algorithms employed and example results focussing on a case study of an incidence of the harmful algal bloom Karenia mikimotoi are presented. Recommendations and the potential exploitation of web services for future water quality monitoring services are discussed.

  10. Quality Management of Services

    Directory of Open Access Journals (Sweden)

    Yuriy I. Dreizis

    2016-10-01

    Full Text Available It is shown that services take the leading place in modern, post-industrial society. The world economy has passed the period of deindustrialization and became service economy. Fundamentals of service economy are not physical goods, but service. The special nature of service and its property demands the mechanism of management, other than physical goods. Ensuring necessary quality of the provided service is one of the main problems, which is put before the organization by peculiar properties of service. Therefore, quality management of service is the most important branch of management of the modern organization.

  11. CODAS object monitoring service

    International Nuclear Information System (INIS)

    Wheatley, M.R.; Rainford, M.

    2001-01-01

    The primary Control and Data Acquisition System (CODAS) of JET is based on a TCP/IP network of more than 150 computers. The CODAS computers provide the JET machine control and data acquisition for over 70,000 digital and analog signals. The Object Monitoring Service (OMS) is used by applications for monitoring objects for presentation to the JET machine operators and for the operation of individual software components (such as valve state, access control, mimic definition changes and internal data distribution). Each server typically handles connections from around 60 clients monitoring upwards of 2000 objects. Some servers have over 150 clients and 5000 objects. Acquisition libraries are dynamically linked into a running server as required either to acquire data values for objects or to forward requests to other OMS servers. A mechanism involving dynamic linking allows new libraries to be integrated without stopping or changing running software. OMS provides a very reliable and highly successful 'data-type independent' means of monitoring many different objects. It allows applications to take advantage of new data sources, without the need to change existing code

  12. Air Quality Monitoring Programme

    DEFF Research Database (Denmark)

    Kemp, K.; Palmgren, F.

    The Danish Air Quality Monitoring Programme (LMP IV) has been revised in accordance with the Framework Directive and the first three daughter directives of SO2, NOx/NO2, PM10, lead, benzene, CO and ozone. PM10 samplers are under installation and the installation will be completed during 2002...

  13. Air Quality Monitoring Programme

    DEFF Research Database (Denmark)

    Kemp, K.; Palmgren, F.

    The air quality in Danish cities has been monitored continuously since 1982 within the Danish Air Quality (LMP) network. The aim has been to follow the concentration levels of toxic pollutants in the urban atmosphere and to provide the necessary knowledge to assess the trends, to perform source...... apportionment, and to evaluate the chemical reactions and the dispersion of the pollutants in the atmosphere. In 2002 the air quality was measured in four Danish cities and at two background sites. NO2 and PM10 were at several stations found in concentrations above the new EU limit values, which the Member...

  14. Headache service quality

    DEFF Research Database (Denmark)

    Schramm, Sara; Uluduz, Derya; Gouveia, Raquel Gil

    2016-01-01

    , producing evidence of what is majority practice. They also uncovered deficits that might be remedied in order to improve quality. They offer the means of setting benchmarks against which service quality may be judged. The next step is to take the evaluation process into non-specialist care (EHF/LTB levels 1...

  15. Reliability in individual monitoring service.

    Science.gov (United States)

    Mod Ali, N

    2011-03-01

    As a laboratory certified to ISO 9001:2008 and accredited to ISO/IEC 17025, the Secondary Standard Dosimetry Laboratory (SSDL)-Nuclear Malaysia has incorporated an overall comprehensive system for technical and quality management in promoting a reliable individual monitoring service (IMS). Faster identification and resolution of issues regarding dosemeter preparation and issuing of reports, personnel enhancement, improved customer satisfaction and overall efficiency of laboratory activities are all results of the implementation of an effective quality system. Review of these measures and responses to observed trends provide continuous improvement of the system. By having these mechanisms, reliability of the IMS can be assured in the promotion of safe behaviour at all levels of the workforce utilising ionising radiation facilities. Upgradation of in the reporting program through a web-based e-SSDL marks a major improvement in Nuclear Malaysia's IMS reliability on the whole. The system is a vital step in providing a user friendly and effective occupational exposure evaluation program in the country. It provides a higher level of confidence in the results generated for occupational dose monitoring of the IMS, thus, enhances the status of the radiation protection framework of the country.

  16. Systematic monitoring of male circumcision scale-up in Nyanza, Kenya: exploratory factor analysis of service quality instrument and performance ranking.

    Science.gov (United States)

    Omondi Aduda, Dickens S; Ouma, Collins; Onyango, Rosebella; Onyango, Mathews; Bertrand, Jane

    2014-01-01

    Considerable conceptual and operational complexities related to service quality measurements and variability in delivery contexts of scaled-up medical male circumcision, pose real challenges to monitoring implementation of quality and safety. Clarifying latent factors of the quality instruments can enhance contextual applicability and the likelihood that observed service outcomes are appropriately assessed. To explore factors underlying SYMMACS service quality assessment tool (adopted from the WHO VMMC quality toolkit) and; determine service quality performance using composite quality index derived from the latent factors. Using a comparative process evaluation of Voluntary Medical Male Circumcision Scale-Up in Kenya site level data was collected among health facilities providing VMMC over two years. Systematic Monitoring of the Medical Male Circumcision Scale-Up quality instrument was used to assess availability of guidelines, supplies and equipment, infection control, and continuity of care services. Exploratory factor analysis was performed to clarify quality structure. Fifty four items and 246 responses were analyzed. Based on Eigenvalue >1.00 cut-off, factors 1, 2 & 3 were retained each respectively having eigenvalues of 5.78; 4.29; 2.99. These cumulatively accounted for 29.1% of the total variance (12.9%; 9.5%; 6.7%) with final communality estimates being 13.06. Using a cut-off factor loading value of ≥0.4, fifteen items loading on factor 1, five on factor 2 and one on factor 3 were retained. Factor 1 closely relates to preparedness to deliver safe male circumcisions while factor two depicts skilled task performance and compliance with protocols. Of the 28 facilities, 32% attained between 90th and 95th percentile (excellent); 45% between 50th and 75th percentiles (average) and 14.3% below 25th percentile (poor). the service quality assessment instrument may be simplified to have nearly 20 items that relate more closely to service outcomes. Ranking of

  17. MANAGING SERVICE QUALITY

    OpenAIRE

    Andreea BUDEANU

    2015-01-01

    Services are today the dominant sector of the economic activity both in terms of economic performance and labor utilization. Becoming an essential part of today’s society, they are considered the basis of a healthy economy, fact that has increased the importance of services and the research in the field. One of the biggest challenges regarding this sector is the evaluation and assurance of quality. There is still a lack of unanimity regarding the definitions, measurement procedures and the a...

  18. Portable water quality monitoring system

    Science.gov (United States)

    Nizar, N. B.; Ong, N. R.; Aziz, M. H. A.; Alcain, J. B.; Haimi, W. M. W. N.; Sauli, Z.

    2017-09-01

    Portable water quality monitoring system was a developed system that tested varied samples of water by using different sensors and provided the specific readings to the user via short message service (SMS) based on the conditions of the water itself. In this water quality monitoring system, the processing part was based on a microcontroller instead of Lead and Copper Rule (LCR) machines to receive the results. By using four main sensors, this system obtained the readings based on the detection of the sensors, respectively. Therefore, users can receive the readings through SMS because there was a connection between Arduino Uno and GSM Module. This system was designed to be portable so that it would be convenient for users to carry it anywhere and everywhere they wanted to since the processor used is smaller in size compared to the LCR machines. It was also developed to ease the user to monitor and control the water quality. However, the ranges of the sensors' detection still a limitation in this study.

  19. SERVICE QUALITY IN THE PUBLIC SERVICE

    OpenAIRE

    Prabha Ramseook-Munhurrun; Soolakshna D. Lukea-Bhiwajee; Perunjodi Naidoo

    2010-01-01

    The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper investigates how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major public sector department in Mauritius. The survey captures c...

  20. Data Quality Screening Service

    Science.gov (United States)

    Strub, Richard; Lynnes, Christopher; Hearty, Thomas; Won, Young-In; Fox, Peter; Zednik, Stephan

    2013-01-01

    A report describes the Data Quality Screening Service (DQSS), which is designed to help automate the filtering of remote sensing data on behalf of science users. Whereas this process often involves much research through quality documents followed by laborious coding, the DQSS is a Web Service that provides data users with data pre-filtered to their particular criteria, while at the same time guiding the user with filtering recommendations of the cognizant data experts. The DQSS design is based on a formal semantic Web ontology that describes data fields and the quality fields for applying quality control within a data product. The accompanying code base handles several remote sensing datasets and quality control schemes for data products stored in Hierarchical Data Format (HDF), a common format for NASA remote sensing data. Together, the ontology and code support a variety of quality control schemes through the implementation of the Boolean expression with simple, reusable conditional expressions as operands. Additional datasets are added to the DQSS simply by registering instances in the ontology if they follow a quality scheme that is already modeled in the ontology. New quality schemes are added by extending the ontology and adding code for each new scheme.

  1. Monitoring CMS tracker construction and data quality using a Grid/Web service based on a visualization tool

    CERN Document Server

    Zito, Giuseppe; Regano, A

    2004-01-01

    The complexity of the CMS tracker (more than 50 million channels to monitor) now in construction in ten laboratories worldwide with hundreds of interested people, will require new tools for monitoring both the hardware and the software. In our approach we use both visualization tools and Grid services to make this monitoring possible. The use of visualization enables us to represent in a single computer screen all those million channels at once. The Grid will make it possible to get enough data and computing power in order to check every channel and also to reach the experts everywhere in the world allowing the early discovery of problems. We report here on a first prototype developed using the Grid environment already available now in CMS i.e. LCG2. This prototype consists on a Java client which implements the GUI for tracker visualization and two data servers connected to the tracker construction database and to Grid catalogs of event datasets. All the communication between client and servers is done using ...

  2. 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...

  3. Monitoring Accessibility Services in Digital Television

    Directory of Open Access Journals (Sweden)

    Francisco Utray

    2012-01-01

    Full Text Available This paper addresses methodology and tools applied to the monitoring of accessibility services in digital television at a time when the principles of accessibility and design are being considered in all new audiovisual media communication services. The main objective of this research is to measure the quality and quantity of existing accessibility services offered by digital terrestrial television (DTT. The preliminary results, presented here, offer the development of a prototype for automatic monitoring and a methodology for obtaining quality measurements, along with the conclusions drawn by initial studies carried out in Spain. The recent approval of the UN Convention on the Rights of Persons with Disabilities gives special relevance to this research because it provides valuable guidelines to help set the priorities to improve services currently available to users.

  4. Quality assurance services

    International Nuclear Information System (INIS)

    For over 20 years the quality assurance services at the Springfields Laboratories have been concerned with manufacturing both simple and complex engineering products to the highest standard. The scientists working there have considerable expertise in the practical application of quality control and the development and design of inspection and non-destructive testing equipment. The folder contains six sheets or leaflets illustrating the work and equipment. The subjects are the mechanical standards laboratory, non-destructive testing, the digitising table, the peripheral camera, automated measurement, data handling and presentation, and the computer controlled three axis co-ordinate measuring machine. (U.K.)

  5. Performance and Quality Assessment of the Forthcoming Copernicus Marine Service Global Ocean Monitoring and Forecasting Real-Time System

    Science.gov (United States)

    Lellouche, J. M.; Le Galloudec, O.; Greiner, E.; Garric, G.; Regnier, C.; Drillet, Y.

    2016-02-01

    Mercator Ocean currently delivers in real-time daily services (weekly analyses and daily forecast) with a global 1/12° high resolution system. The model component is the NEMO platform driven at the surface by the IFS ECMWF atmospheric analyses and forecasts. Observations are assimilated by means of a reduced-order Kalman filter with a 3D multivariate modal decomposition of the forecast error. It includes an adaptive-error estimate and a localization algorithm. Along track altimeter data, satellite Sea Surface Temperature and in situ temperature and salinity vertical profiles are jointly assimilated to estimate the initial conditions for numerical ocean forecasting. A 3D-Var scheme provides a correction for the slowly-evolving large-scale biases in temperature and salinity.Since May 2015, Mercator Ocean opened the Copernicus Marine Service (CMS) and is in charge of the global ocean analyses and forecast, at eddy resolving resolution. In this context, R&D activities have been conducted at Mercator Ocean these last years in order to improve the real-time 1/12° global system for the next CMS version in 2016. The ocean/sea-ice model and the assimilation scheme benefit among others from the following improvements: large-scale and objective correction of atmospheric quantities with satellite data, new Mean Dynamic Topography taking into account the last version of GOCE geoid, new adaptive tuning of some observational errors, new Quality Control on the assimilated temperature and salinity vertical profiles based on dynamic height criteria, assimilation of satellite sea-ice concentration, new freshwater runoff from ice sheets melting …This presentation doesn't focus on the impact of each update, but rather on the overall behavior of the system integrating all updates. This assessment reports on the products quality improvements, highlighting the level of performance and the reliability of the new system.

  6. Monitoring and evaluating soil quality

    NARCIS (Netherlands)

    Bloem, J.; Schouten, A.J.; Sørensen, S.J.; Rutgers, M.; Werf, van der A.K.; Breure, A.M.

    2006-01-01

    This book provides a selection of microbiological methods that are already applied in regional or national soil quality monitoring programs. It is split into two parts: part one gives an overview of approaches to monitoring, evaluating and managing soil quality. Part two provides a selection of

  7. Factors Affecting Medical Service Quality.

    Science.gov (United States)

    Mosadeghrad, Ali Mohammad

    2014-02-01

    A better understanding of factors influencing quality of medical service can pinpoint better strategies for quality assurance in medical services. This study aimed to identify factors affecting the quality of medical services provided by Iranian physicians. Exploratory in-depth individual interviews were conducted with sixty-four physicians working in various medical institutions in Iran. Individual, organizational and environmental factors enhance or inhibit the quality of medical services. Quality of medical services depends on the personal factors of the physician and patient, and factors pertaining to the healthcare setting and the broader environment. Differences in internal and external factors such as availability of resources, patient cooperation and collaboration among providers affect the quality of medical services and patient outcomes. Supportive leadership, proper planning, education and training and effective management of resources and processes improve the quality of medical services. This article contributes to healthcare theory and practice by developing a conceptual framework for understanding factors that influence medical services quality.

  8. MANAGING SERVICE QUALITY

    Directory of Open Access Journals (Sweden)

    Andreea BUDEANU

    2015-04-01

    Full Text Available Services are today the dominant sector of the economic activity both in terms of economic performance and labor utilization. Becoming an essential part of today’s society, they are considered the basis of a healthy economy, fact that has increased the importance of services and the research in the field. One of the biggest challenges regarding this sector is the evaluation and assurance of quality. There is still a lack of unanimity regarding the definitions, measurement procedures and the aspects that need to be provided and measured. Through this article we intend to treat these subjects and provide a broad perspective on this topic. Thus, we hope to highlight some practices and directions that could be relevant for the organizations in this field.

  9. Water Quality Monitoring Manual.

    Science.gov (United States)

    Mason, Fred J.; Houdart, Joseph F.

    This manual is designed for students involved in environmental education programs dealing with water pollution problems. By establishing a network of Environmental Monitoring Stations within the educational system, four steps toward the prevention, control, and abatement of water pollution are proposed. (1) Train students to recognize, monitor,…

  10. R2 Water Quality Portal Monitoring Stations

    Science.gov (United States)

    The Water Quality Data Portal (WQP) provides an easy way to access data stored in various large water quality databases. The WQP provides various input parameters on the form including location, site, sampling, and date parameters to filter and customize the returned results. The The Water Quality Portal (WQP) is a cooperative service sponsored by the United States Geological Survey (USGS), the Environmental Protection Agency (EPA) and the National Water Quality Monitoring Council (NWQMC) that integrates publicly available water quality data from the USGS National Water Information System (NWIS) the EPA STOrage and RETrieval (STORET) Data Warehouse, and the USDA ARS Sustaining The Earth??s Watersheds - Agricultural Research Database System (STEWARDS).

  11. Are we monitoring the quality of cataract surgery services? A qualitative situation analysis of attitudes and practices in a large city in South Africa.

    Science.gov (United States)

    Haastrup, Oluwatosin O O; Buchan, John C; Cassels-Brown, Andy; Cook, Colin

    2015-01-01

    To evaluate the current quality "assurance" and "improvement" mechanisms, the knowledge, attitudes and practices of cataract surgeons in a large South African city. A total of 17 in-depth semi-structured interviews were conducted with ophthalmologists in June 2012 at 2 tertiary institutions in the Republic of South Africa. Recruitment of the purposive sample was supplemented by snowball sampling. The study participants were 5 general ophthalmologists and 2 pediatric ophthalmologists; 4 senior and 4 junior registrars and a medical officer. Participants were interviewed by a trained qualitative interviewer. The interview lasted between 20 and 60 min. The interviews were recorded, transcribed verbatim and analyzed for thematic content. Mechanisms for quality assurance were trainee logbooks and subjective senior staff observation. Clinicians were encouraged, but not obliged to self-audit. Quality improvement is incentivized by personal integrity and ambition. Poorly performing departments are inconspicuous, especially nationally, and ophthalmologists rely on the impression to gauge the quality of service provided by colleagues. Currently, word of mouth is the method for determining the better cataract surgical centers. The quality assurance mechanisms were dependent on insight and integrity of the individual surgeons. No structures were described that would ensure the detection of surgeons with higher than expected complication rates. Currently, audits are not enforced, and surgical outcomes are not well monitored due to concerns that this may lead to lack of openness among ophthalmologists.

  12. 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...

  13. Quality Customer Service Action Plan

    International Nuclear Information System (INIS)

    2008-12-01

    Since its establishment in 1992 the RPII has been committed to the provision of high quality services to its customers. This report outlines how the RPII will work towards providing a high quality service to our customers and the standards we aim for in the provision of our services

  14. Water Quality Monitoring

    Science.gov (United States)

    2002-01-01

    With the backing of NASA, researchers at Michigan State University, the University of Minnesota, and the University of Wisconsin have begun using satellite data to measure lake water quality and clarity of the lakes in the Upper Midwest. This false color IKONOS image displays the water clarity of the lakes in Eagan, Minnesota. Scientists measure the lake quality in satellite data by observing the ratio of blue to red light in the satellite data. When the amount of blue light reflecting off of the lake is high and the red light is low, a lake generally had high water quality. Lakes loaded with algae and sediments, on the other hand, reflect less blue light and more red light. In this image, scientists used false coloring to depict the level of clarity of the water. Clear lakes are blue, moderately clear lakes are green and yellow, and murky lakes are orange and red. Using images such as these along with data from the Landsat satellites and NASA's Terra satellite, the scientists plan to create a comprehensive water quality map for the entire Great Lakes region in the next few years. For more information, read: Testing the Waters (Image courtesy Upper Great Lakes Regional Earth Science Applications Center, based on data copyright Space Imaging)

  15. On Quality of Service Management

    National Research Council Canada - National Science Library

    Lee, Chen

    1999-01-01

    A quality of service (QoS) management framework for systems is presented that satisfies application needs along multiple dimensions such as timeliness, reliability, cryptographic security and other application specific quality requirements...

  16. Using business intelligence to monitor clinical quality metrics.

    Science.gov (United States)

    Resetar, Ervina; Noirot, Laura A; Reichley, Richard M; Storey, Patricia; Skiles, Ann M; Traynor, Patrick; Dunagan, W Claiborne; Bailey, Thomas C

    2007-10-11

    BJC HealthCare (BJC) uses a number of industry standard indicators to monitor the quality of services provided by each of its hospitals. By establishing an enterprise data warehouse as a central repository of clinical quality information, BJC is able to monitor clinical quality performance in a timely manner and improve clinical outcomes.

  17. Quality of Service Attributes for Software as a Service

    Directory of Open Access Journals (Sweden)

    Lukas Burkon

    2013-07-01

    Full Text Available Software as a Service (SaaS has been developing for over ten years and, is reaching a mature level, where quality and its monitoring and management become significant. Although, SaaS is derived from the ASP model, SaaS background and architecture is different and therefore also SaaS quality management is based on different concepts. This paper is focused on the difference between traditional IT outsourcing and SaaS and proposes a set of quality attributes appropriate for the management of the SaaS quality.

  18. Near-facility environmental monitoring quality assurance project plan

    International Nuclear Information System (INIS)

    McKinney, S.M.

    1997-01-01

    This Quality Assurance Project Plan addresses the quality assurance requirements for the activities associated with the preoperational and near facility environmental monitoring performed by Waste Management Federal Services, Inc., Northwest Operations and supersedes WHC-EP-0538-2. This plan applies to all sampling and monitoring activities performed by waste management Federal Services, Inc., Northwest Operations in implementing facility environmental monitoring at the Hanford Site

  19. Improving and monitoring air quality.

    Science.gov (United States)

    DuPont, André

    2018-05-01

    Since the authorization of the Clean Air Act Amendments of 1990, the air quality in the USA has significantly improved because of strong public support. The lessons learned over the last 25 years are being shared with the policy analysts, technical professionals, and scientist who endeavor to improve air quality in their communities. This paper will review how the USA has achieved the "high" standard of air quality that was envisioned in the early 1990s. This document will describe SO 2 gas emission reduction technology and highlight operation of emission monitoring technology. This paper describes the basic process operation of an air pollution control scrubber. A technical review of measures required to operate and maintain a large-scale pollution control system will be described. Also, the author explains how quality assurance procedures in performance of continuous emission monitoring plays a significant role in reducing air pollution.

  20. Open environmental data sets - prospect of co-operation between public and private sector in water quality monitoring. Final report of Water Quality Service for Lakes -project; Avoin ympaeristoetieto - yhteistyoen kehittaeminen vesistoejen seurannassa. Jaervien vedenlaatupalvelu -hankkeen loppuraportti

    Energy Technology Data Exchange (ETDEWEB)

    Anttila, S.; Broeckl, M.; Herlevi, A. (and others)

    2012-04-15

    Data sets collected by the public sector are common property and should be freely available. Effective usage of this open data is anticipated to create new information and services, but also to develop welfare for humans. Insufficient usage of public and open environmental data sets in the private sector has been recognized as a problem. Reasons for this can be found from the non-commercial nature of environmental data, the way it is collected and archived, but also from the strong role of public sector in this field. In the Water Quality Service for Lakes -project (Tekes, 2009-2012), we wanted to advance the utilization of the public data sets in the private sector, as well as to promote the co-operation between these two sectors. Starting point was to develop local research infrastructure in the way that collected information would be easily accessible to private companies. This was realized by creating a data base that gathers water quality information from several data sources and provides a standardized interface for the data utilization. In addition, project provided a variety of research results including a questionnaire survey targeted to the users of water quality information, and the methods to increase the accuracy of collected data and to create forecasts from it. A concrete result from the project was also the development of 'laymans' water quality measurement device named as Secchi3000. A digital camera installed in e.g. mobile phones can be used with Secchi3000 device to measure water quality of different natural waters. This new innovation has great potential in e.g. citizen based monitoring. The challenges and opportunities to create business based on the public environmental data were revolved in two work shops. In this publication the prospects of co-operation between public and private sector are discussed based on the results of the Water Quality Service for lakes -project. (orig.)

  1. Quality monitored distributed voting system

    Science.gov (United States)

    Skogmo, David

    1997-01-01

    A quality monitoring system can detect certain system faults and fraud attempts in a distributed voting system. The system uses decoy voters to cast predetermined check ballots. Absent check ballots can indicate system faults. Altered check ballots can indicate attempts at counterfeiting votes. The system can also cast check ballots at predetermined times to provide another check on the distributed voting system.

  2. Service quality in hotel industry

    OpenAIRE

    Mitreva, Elizabeta; Miteva, Natasa; Saneva, Dusica

    2017-01-01

    Quality assessment is one of the greatest challenges of hotel industry. Given its complex nature, numerous technics help in quality measurement, assessment and management. Following this it can be achieved full quality management and with that sustainable business development to the satisfaction of all stakeholders. In service industries quality is measured according to consumers’ expectation and perception. The aim of this paper is to, through literature review, to get the importance of qual...

  3. Quality of Service Attributes for Software as a Service

    OpenAIRE

    Lukas Burkon

    2013-01-01

    Software as a Service (SaaS) has been developing for over ten years and, is reaching a mature level, where quality and its monitoring and management become significant. Although, SaaS is derived from the ASP model, SaaS background and architecture is different and therefore also SaaS quality management is based on different concepts. This paper is focused on the difference between traditional IT outsourcing and SaaS and proposes a set of quality attributes appropriate for the management of th...

  4. Factors affecting dental service quality.

    Science.gov (United States)

    Bahadori, Mohammadkarim; Raadabadi, Mehdi; Ravangard, Ramin; Baldacchino, Donia

    2015-01-01

    Measuring dental clinic service quality is the first and most important factor in improving care. The quality provided plays an important role in patient satisfaction. The purpose of this paper is to identify factors affecting dental service quality from the patients' viewpoint. This cross-sectional, descriptive-analytical study was conducted in a dental clinic in Tehran between January and June 2014. A sample of 385 patients was selected from two work shifts using stratified sampling proportional to size and simple random sampling methods. The data were collected, a self-administered questionnaire designed for the purpose of the study, based on the Parasuraman and Zeithaml's model of service quality which consisted of two parts: the patients' demographic characteristics and a 30-item questionnaire to measure the five dimensions of the service quality. The collected data were analysed using SPSS 21.0 and Amos 18.0 through some descriptive statistics such as mean, standard deviation, as well as analytical methods, including confirmatory factor. Results showed that the correlation coefficients for all dimensions were higher than 0.5. In this model, assurance (regression weight=0.99) and tangibility (regression weight=0.86) had, respectively, the highest and lowest effects on dental service quality. The Parasuraman and Zeithaml's model is suitable to measure quality in dental services. The variables related to dental services quality have been made according to the model. This is a pioneering study that uses Parasuraman and Zeithaml's model and CFA in a dental setting. This study provides useful insights and guidance for dental service quality assurance.

  5. The ALICE data quality monitoring

    International Nuclear Information System (INIS)

    Haller, B von; Roukoutakis, F; Chapeland, S; Carena, F; Carena, W; Barroso, V Chibante; Costa, F; Divia, R; Fuchs, U; Makhlyueva, I; Schossmaier, K; Soos, C; Vyvre, P Vande; Altini, V

    2010-01-01

    ALICE is one of the four experiments installed at the CERN Large Hadron Collider (LHC), especially designed for the study of heavy-ion collisions. The online Data Quality Monitoring (DQM) is an important part of the data acquisition (DAQ) software. It involves the online gathering, the analysis by user-defined algorithms and the visualization of monitored data. This paper presents the final design, as well as the latest and coming features, of the ALICE's specific DQM software called AMORE (Automatic MonitoRing Environment). It describes the challenges we faced during its implementation, including the performances issues, and how we tested and handled them, in particular by using a scalable and robust publish-subscribe architecture.We also review the on-going and increasing adoption of this tool amongst the ALICE collaboration and the measures taken to develop, in synergy with their respective teams, efficient monitoring modules for the sub-detectors. The related packaging and release procedure needed by such a distributed framework is also described. We finally overview the wide range of usages people make of this framework, and we review our own experience, before and during the LHC start-up, when monitoring the data quality on both the sub-detectors and the DAQ side in a real-world and challenging environment.

  6. Quality control and quality assurance in individual monitoring of ionising radiations

    International Nuclear Information System (INIS)

    Dutt, J.C.; Lindborg, L.

    1994-01-01

    This paper describes the programmes and approaches that are to be considered in developing and introducing quality assurance and quality control procedures in individual monitoring services. Quality assurance and quality control in individual monitoring services are essential to maintain quality and are of increasing importance in order to meet the requirements of national regulations and international standards and guidelines. It is recommended here that all organisations offering individual monitoring services should run their services based on the principles of Quality System as given in the European Standard EN45001 and maintain a property resources QA/QC programme as an integral part of their operations. All aspects of QA/QC in individual monitoring services starting from the initial selection, installation, calibration, and operation to the final products including dose reporting, dose record keeping, dealing with customers' complaints and product liability issues have been discussed. (Author)

  7. [Analytical quality in biological monitoring of workers exposed to chemicals: experience of the Prevention and Safety at the Workplace Service in Modena].

    Science.gov (United States)

    Alpaca, R I Paredes; Migliore, A; Di Rico, R; Canali, Claudia; Rota, Cristina; Trenti, T; Cariani, Elisabetta

    2010-01-01

    The quality of laboratory data is one of the main factors in guaranteeing efficacy of biological monitoring. To analyze the quality of laboratory data used for biological monitoring of exposed workers. A survey involving 18 companies employing 945 workers in the area of Modena, Italy, was carried out in 2008. Most of the 9 private laboratories receiving biological samples did not perform directly part or all of the laboratory assessments requested, but this was not indicated in the final report. Major problems were observed in the application of internal quality control, and only one laboratory participated in external quality assessment for blood lead measurements. Our results raise major concerns on the traceability and reliability of laboratory assessments performed for biomonitoring of exposed workers. Systematic evaluation of the quality of analytical data would be highly recommendable.

  8. Quality of Service Renegotiations

    OpenAIRE

    Almesberger, Werner; Giordano, Silvia; Le Boudec, Jean-Yves

    1998-01-01

    Giving users simple access to QoS selection capability of ATM networks is important for the future of integrated services networks. We describe the first instance of an application in which users had the capacity to tune ATM traffic parameters with a button, at run time. To achieve this we implemented the necessary signaling extension on ATM switches as well as on end-systems. Furthermore, we extended Arequipa (Application REQested IP over ATM

  9. SERVICE QUALITY AND PROFITABILITY

    OpenAIRE

    Katarina Panić

    2012-01-01

    In recent years there have beenchanges in marketing focus. For ‘50s we may say itwas period of mass marketing, for ‘70s the time ofmarketing segmentation, and ‘90s representsperiod of personalized marketing. Today’s accent ison the concept of relationship. Importance ofrelationship marketing, in the area of services, isdirectly linked with principle that customer’ssatisfaction and loyalty are closely related toprofitability. This article presents analysis of newservice paradigm which foregrou...

  10. Quality of Service Renegotiations

    OpenAIRE

    Almesberger, W.; Chandran, L.; Giordano, S.; Le Boudec, Jean-Yves; Schmid, R.

    1998-01-01

    Giving users simple access to QoS selection capability of ATM networks is important for the future of integrated services networks. We describe the first instance of an application in which users had the capacity to tune ATM traffic parameters with a button, at run time. To achieve this we implemented the necessary signaling extension on ATM switches as well as on end-systems. Furthermore, we extended Arequipa (Application REQested IP over ATM; a mechanism that enables applications to request...

  11. E-Service Quality Management

    Science.gov (United States)

    Batagan, Lorena; Pocovnicu, Adrian; Capisizu, Sergiu

    2009-01-01

    A characteristic of today's society is the increasing use of modern information and communication technologies in all areas. Computer applications, called e-services, are being developed to provide efficient access to services, electronically. Quality management systems are needed to provide a consistent way to select, evaluate, prioritize and…

  12. Columbia River water quality monitoring

    International Nuclear Information System (INIS)

    Anon.

    1983-01-01

    Waste water from Hanford activities is discharged at eight points along the Hanford reach of the Columbia River. These discharges consist of backwash water from water intake screens, cooling water, river bank springs, water storage tank overflow, and fish laboratory waste water. Each discharge point is identified in an existing National Pollutant Discharge Elimination System (NPDES) permit issued by the EPA. Effluents from each of these outfalls are routinely monitored and reported by the operating contractors as required by their NPDES permits. Measurements of several Columbia River water quality parameters were conducted routinely during 1982 both upstream and downstream of the Hanford Site to monitor any effects on the river that may be attributable to Hanford discharges and to determine compliance with the Class A designation requirements. The measurements indicated that Hanford operations had a minimal, if any, impact on the quality of the Columbia River water

  13. QUALITY IN HEALTH SERVICES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    DORU CÎRNU

    2017-04-01

    Full Text Available The service sector plays an increasingly large modern market economies. By being unable to provide customers a tangible product in the hands of service providers makes the situation more difficult. Their success depends on customer satisfaction, which expect a certain benefit for the money paid, on quality, on mutual trust and many other attributes. What is very interesting is that they may differ from client to client, and there is no guarantee satisfaction to all customers, even if the service provided is the same. This shows the complex nature of services and efforts on service providers would have to be made permanent in order to attract more customers. This paper addresses the issues of continuous quality improvement of health services as an important part of the services sector. Until recently, these services in Romania although under strict control of the state, had a large number of patients who are given very little attention, which is why quality improvement acestoraa was compulsory. Opening and changing economic environment, increasing customer demands, forced hospitals that serve as a nodal point between these services and their applicants to adopt modern management methods and techniques to become competitive and to give patients the quality service expected. Modern society has always sought to provide the means to ensure good health closer to the needs of modern man. These have become more complex and more expensive and naturally requires financial resources increasingly mari.Este why, every time, all the failures alleging lack of money and resources in general. Is it true? Sometimes yes, often, no! The truth is that human and material resources are not used in an optimal way. The answer lies mainly in quality management. We will see what should be done in this regard.

  14. Automated monitoring of recovered water quality

    Science.gov (United States)

    Misselhorn, J. E.; Hartung, W. H.; Witz, S. W.

    1974-01-01

    Laboratory prototype water quality monitoring system provides automatic system for online monitoring of chemical, physical, and bacteriological properties of recovered water and for signaling malfunction in water recovery system. Monitor incorporates whenever possible commercially available sensors suitably modified.

  15. 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.

  16. CUSTOMER SERVICES AND PRODUCT QUALITY

    Directory of Open Access Journals (Sweden)

    NEAMŢU Liviu

    2013-04-01

    Full Text Available Objective level of product is a combination of material elements. They are supplemented by satisfying highly heterogeneous and complex motivations, representing highly diverse subjective functions associated to product until individualization for each type of consumption. Thus it observes highly surprising developments of subjective function associated with a product and which determines in the consumer's opinion the quality level of the product. The present study examines the role of associated services covering the subjective function of the product in view of the fact that the utility or subjective function is dependent on elements such as style, fashion and fads. Consumers will no longer accept products with average quality of related services. For a company that wants to stay in the market and achieve profitability, the only solution is moving towards a complete product package type goods-services. Associated services are thus an indicator of quality and the best customer loyalty insurance policy, there is a close relationship between the quality of services provided by a firm, customer satisfaction and company profitability.

  17. Factors Influencing Healthcare Service Quality

    Directory of Open Access Journals (Sweden)

    Ali Mohammad Mosadeghrad

    2014-07-01

    Full Text Available Background The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations. Results Quality in healthcare is a production of cooperation between the patient and the healthcare provider in a supportive environment. Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality. Healthcare quality can be improved by supportive visionary leadership, proper planning, education and training, availability of resources, effective management of resources, employees and processes, and collaboration and cooperation among providers. Conclusion This article contributes to healthcare theory and practice by developing a conceptual framework that provides policy-makers and managers a practical understanding of factors that affect healthcare service quality.

  18. Quality of service in the Netherlands

    Energy Technology Data Exchange (ETDEWEB)

    Knijp, J.; Zwart, T. de; Frenken, R.M.L. [KEMA (Netherlands)

    1997-12-31

    Growing competition between utilities, changing legislation and increased usage of sensitive and disturbing end-user equipment, are some reasons for growing attention for the customers` view towards the product electricity and its related services. This growing interest certainly does not mean that the technical quality level always has to be increased. This depends mainly on the requirements and expectations of the customers. Achieving a reliable power supply at high quality level requires enormous investments. For electric utilities, it is important to know how the customers value the delivered products and services in order to determine if the investments are proportionally. Utilities need new tools and techniques to search for an optimal quality level for each customer. Product differentiation and additional services can be developed if the right information is available. In 1994 KEMA has started a project called: Quality of service. During the project different methods and techniques have been developed. In this paper three tools will be presented. The ``customer simulator``, the Dutch power quality monitoring programme and the ``PSQ-indicator``. (Author)

  19. Quality Assessment of Family Planning Services in Ife/Ijesa ...

    African Journals Online (AJOL)

    Context: Medical audit in healthcare has a goal to monitor and upgrade the standard of health care in a setting. Whether a client will accept, use effectively and continue to practice contraception depends on the quality of services rendered. Objective: To assess the quality of our family planning services as perceived by our ...

  20. Service Quality in Postgraduate Education

    Science.gov (United States)

    Angell, Robert J.; Heffernan, Troy W.; Megicks, Phil

    2008-01-01

    Purpose: Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service…

  1. Service quality in contracted facilities.

    Science.gov (United States)

    Rabbani, Fauziah; Pradhan, Nousheen Akber; Zaidi, Shehla; Azam, Syed Iqbal; Yousuf, Farheen

    2015-01-01

    The purpose of this paper is to explore the readiness of contracted and non-contracted first-level healthcare facilities in Pakistan to deliver quality maternal and neonatal health (MNH) care. A balanced scorecard (BSC) was used as the assessment framework. Using a cross-sectional study design, two rural health centers (RHCs) contracted out to Aga Khan Health Service, Pakistan were compared with four government managed RHCs. A BSC was designed to assess RHC readiness to deliver good quality MNH care. In total 20 indicators were developed, representing five BSC domains: health facility functionality, service provision, staff capacity, staff and patient satisfaction. Validated data collection tools were used to collect information. Pearson χ2, Fisher's Exact and the Mann-Whitney tests were applied as appropriate to detect significant service quality differences among the two facilities. Contracted facilities were generally found to be better than non-contracted facilities in all five BSC domains. Patients' inclination for facility-based delivery at contracted facilities was, however, significantly higher than non-contracted facilities (80 percent contracted vs 43 percent non-contracted, p=0.006). The study shows that contracting out initiatives have the potential to improve MNH care. This is the first study to compare MNH service delivery quality across contracted and non-contracted facilities using BSC as the assessment framework.

  2. Air Quality Monitoring: Risk-Based Choices

    Science.gov (United States)

    James, John T.

    2009-01-01

    Air monitoring is secondary to rigid control of risks to air quality. Air quality monitoring requires us to target the credible residual risks. Constraints on monitoring devices are severe. Must transition from archival to real-time, on-board monitoring. Must provide data to crew in a way that they can interpret findings. Dust management and monitoring may be a major concern for exploration class missions.

  3. ATLAS Offline Data Quality Monitoring

    CERN Document Server

    Adelman, J; Boelaert, N; D'Onofrio, M; Frost, J A; Guyot, C; Hauschild, M; Hoecker, A; Leney, K J C; Lytken, E; Martinez-Perez, M; Masik, J; Nairz, A M; Onyisi, P U E; Roe, S; Schatzel, S; Schaetzel, S; Wilson, M G

    2010-01-01

    The ATLAS experiment at the Large Hadron Collider reads out 100 Million electronic channels at a rate of 200 Hz. Before the data are shipped to storage and analysis centres across the world, they have to be checked to be free from irregularities which render them scientifically useless. Data quality offline monitoring provides prompt feedback from full first-pass event reconstruction at the Tier-0 computing centre and can unveil problems in the detector hardware and in the data processing chain. Detector information and reconstructed proton-proton collision event characteristics are distilled into a few key histograms and numbers which are automatically compared with a reference. The results of the comparisons are saved as status flags in a database and are published together with the histograms on a web server. They are inspected by a 24/7 shift crew who can notify on-call experts in case of problems and in extreme cases signal data taking abort.

  4. [Construction and implementation of two quality indicators in nursing services].

    Science.gov (United States)

    de Moura, Gisela Maria Schebela Souto; Juchem, Beatriz Cavalcanti; Falk, Maria Lucia Rodrigues; de Magalhães, Ana Maria Muller; Suzuki, Lyliam Midori

    2009-03-01

    Indicators monitor the quality of services and improve the attention offered to the patients. Hospital de Clinicas de Porto Alegre, Rio Grande do Sul, Brazil, has been developing strategies to assess its services according to its institutional management policy of quality The present study aims to report the experience at this university hospital with the construction and implementation of quality indicators in its nursing services. In 2006, four indicators were established: incidence of pressure ulcer, with a goal of quality of nursing services, for this is a large hospital.

  5. STATISTICS IN SERVICE QUALITY ASSESSMENT

    Directory of Open Access Journals (Sweden)

    Dragana Gardašević

    2012-09-01

    Full Text Available For any quality evaluation in sports, science, education, and so, it is useful to collect data to construct a strategy to improve the quality of services offered to the user. For this purpose, we use statistical software packages for data processing data collected in order to increase customer satisfaction. The principle is demonstrated by the example of the level of student satisfaction ratings Belgrade Polytechnic (as users the quality of institutions (Belgrade Polytechnic. Here, the emphasis on statistical analysis as a tool for quality control in order to improve the same, and not the interpretation of results. Therefore, the above can be used as a model in sport to improve the overall results.

  6. Healthcare service quality: towards a broad definition.

    Science.gov (United States)

    Mosadeghrad, Ali Mohammad

    2013-01-01

    The main purpose of this study is to define healthcare quality to encompass healthcare stakeholder needs and expectations because healthcare quality has varying definitions for clients, professionals, managers, policy makers and payers. This study represents an exploratory effort to understand healthcare quality in an Iranian context. In-depth individual and focus group interviews were conducted with key healthcare stakeholders. Quality healthcare is defined as "consistently delighting the patient by providing efficacious, effective and efficient healthcare services according to the latest clinical guidelines and standards, which meet the patient's needs and satisfies providers". Healthcare quality definitions common to all stakeholders involve offering effective care that contributes to the patient well-being and satisfaction. This study helps us to understand quality healthcare, highlighting its complex nature, which has direct implications for healthcare providers who are encouraged to regularly monitor healthcare quality using the attributes identified in this study. Accordingly, they can initiate continuous quality improvement programmes to maintain high patient-satisfaction levels. This is the first time a comprehensive healthcare quality definition has been developed using various healthcare stakeholder perceptions and expectations.

  7. Monitoring drinking water quality in South Africa: Designing ...

    African Journals Online (AJOL)

    In South Africa, the management and monitoring of drinking water quality is governed by policies and regulations based on international standards. Water Service Authorities, which are either municipalities or district municipalities, are required to submit information regarding water quality and the management thereof ...

  8. Understanding and Monitoring Cloud Services

    NARCIS (Netherlands)

    Drago, Idilio

    2013-01-01

    Cloud services have changed the way computing power is delivered to customers. The advantages of the cloud model have fast resulted in powerful providers. However, this success has not come without problems. Cloud providers have been related to major failures, including outages and performance

  9. Improving coal quality and service

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2001-06-01

    Russia's new coal export industry has quickly produced a generation of extremely experienced operators. While improvements are happening, can buyers also expect the service, flexibility and quality control that they get from other export sources? In the light of the first-ever Coaltrans Russia conference held in April the article reports on developments in Russia's coal industry, quoting from many of the papers presented. 5 photos.

  10. Autonomous nutrient detection for water quality monitoring

    OpenAIRE

    Maher, Damien; Cleary, John; Cogan, Deirdre; Diamond, Dermot

    2012-01-01

    The ever increasing demand for real time environmental monitoring is currently being driven by strong legislative and societal drivers. Low cost autonomous environmental monitoring systems are required to meet this demand as current monitoring solutions are insufficient. This poster presents an autonomous nutrient analyser platform for water quality monitoring. Results from a field trial of the nutrient analyser are reported along with current work to expand the range of water quality targ...

  11. Iowater Water Quality Monitoring Sites

    Data.gov (United States)

    Iowa State University GIS Support and Research Facility — This coverage contains points representing monitoring locations on streams, lakes and ponds that have been registered by IOWATER monitors. IOWATER, Iowa's volunteer...

  12. Impact of service quality management (SQM) practices on Indian railways : study of South Central Railways.

    Science.gov (United States)

    2010-09-01

    The main objective of this study is to present a framework developed for assisting Railways to monitor and : control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of : Indian Railways by develo...

  13. Near-Facility Environmental Monitoring Quality Assurance Project Plan

    International Nuclear Information System (INIS)

    MCKINNEY, S.M.

    2000-01-01

    This Quality Assurance Project Plan addresses the quality assurance requirements for the activities associated with the preoperational and near-facility environmental monitoring directed by Waste Management Technical Services and supersedes HNF-EP-0538-4. This plan applies to all sampling and monitoring activities performed by Waste Management Technical Services in implementing near-facility environmental monitoring at the Hanford Site. This Quality Assurance Project Plan is required by U.S. Department of Energy Order 5400.1 (DOE 1990) as a part of the Environmental Monitoring Plan (DOE-RL 1997) and is used to define: Environmental measurement and sampling locations used to monitor environmental contaminants near active and inactive facilities and waste storage and disposal sites; Procedures and equipment needed to perform the measurement and sampling; Frequency and analyses required for each measurement and sampling location; Minimum detection level and accuracy; Quality assurance components; and Investigation levels. Near-facility environmental monitoring for the Hanford Site is conducted in accordance with the requirements of U.S. Department of Energy Orders 5400.1 (DOE 1990), 5400.5 (DOE 1993), 5484.1 (DOE 1990), and 435.1 (DOE 1999), and DOE/EH-O173T (DOE 1991). It is Waste Management Technical Services' objective to manage and conduct near-facility environmental monitoring activities at the Hanford Site in a cost-effective and environmentally responsible manner that is in compliance with the letter and spirit of these regulations and other environmental regulations, statutes, and standards

  14. INCREASING THE QUALITY OF SERVICE : Case Service Desk

    OpenAIRE

    Åhlgren, Niklas

    2014-01-01

    The topic of this thesis was to study how service quality is formed and to use this outcome to improve the quality of an IT service desk. The goal was to bring value to the customers and to the company by orienting the service desk personnel towards better service quality. By giving the service desk personnel a better understanding of the business process, customer relationship management and service quality the employees would gain more insight in to their own importance when it comes to imp...

  15. Environmental Monitoring, Water Quality - MO 2009 Stream Team Volunteer Water Quality Monitoring Sites (SHP)

    Data.gov (United States)

    NSGIC State | GIS Inventory — This data set shows the monitoring locations of trained Volunteer Water Quality Monitors. A monitoring site is considered to be a 300 foot section of stream channel....

  16. 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.

  17. Quality control of thermoluminesce personal dose monitoring

    International Nuclear Information System (INIS)

    Shang Aiguo; He Wenchang; Zhao Fengtao

    2006-01-01

    In order to evaluate the influence factor to thermoluminesce personal dose monitoring result, the every question that can appear based on the fact was analyzed. The results show that the detector, annealing, measuring process can influence the monitoring result. It gives some measures to enhance monitoring quality. (authors)

  18. History plotting tool for Data Quality Monitoring

    International Nuclear Information System (INIS)

    Giordano, D.; Le Bihan, A.-C.; Pierro, A.; De Mattia, M.

    2010-01-01

    The size and complexity of the CMS detector makes the Data Quality Monitoring (DQM) system very challenging. Given the high granularity of the CMS sub-detectors, several approaches and tools have been developed to monitor the detector performance closely. We describe here the History DQM, a tool allowing the detector performance monitoring over time.

  19. Service Quality: A Concept not Fully Explored.

    Science.gov (United States)

    Hernon, Peter; Nitecki, Danuta A.

    2001-01-01

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

  20. Health equity monitoring for healthcare quality assurance.

    Science.gov (United States)

    Cookson, R; Asaria, M; Ali, S; Shaw, R; Doran, T; Goldblatt, P

    2018-02-01

    Population-wide health equity monitoring remains isolated from mainstream healthcare quality assurance. As a result, healthcare organizations remain ill-informed about the health equity impacts of their decisions - despite becoming increasingly well-informed about quality of care for the average patient. We present a new and improved analytical approach to integrating health equity into mainstream healthcare quality assurance, illustrate how this approach has been applied in the English National Health Service, and discuss how it could be applied in other countries. We illustrate the approach using a key quality indicator that is widely used to assess how well healthcare is co-ordinated between primary, community and acute settings: emergency inpatient hospital admissions for ambulatory care sensitive chronic conditions ("potentially avoidable emergency admissions", for short). Whole-population data for 2015 on potentially avoidable emergency admissions in England were linked with neighborhood deprivation indices. Inequality within the populations served by 209 clinical commissioning groups (CCGs: care purchasing organizations with mean population 272,000) was compared against two benchmarks - national inequality and inequality within ten similar populations - using neighborhood-level models to simulate the gap in indirectly standardized admissions between most and least deprived neighborhoods. The modelled inequality gap for England was 927 potentially avoidable emergency admissions per 100,000 people, implying 263,894 excess hospitalizations associated with inequality. Against this national benchmark, 17% of CCGs had significantly worse-than-benchmark equity, and 23% significantly better. The corresponding figures were 11% and 12% respectively against the similar populations benchmark. Deprivation-related inequality in potentially avoidable emergency admissions varies substantially between English CCGs serving similar populations, beyond expected statistical

  1. Service Quality Strategy: Implementation in Algarve Hotels

    OpenAIRE

    Carlos J. F. Cândido

    2010-01-01

    This chapter addresses the problem of service quality strategy implementation and undertakes a tentative validation of three models. The first focuses on service quality, as a function of quality gaps, while the second and third ones examine strategy implementation. The models aim to help to explain how to implement a service quality strategy that simultaneously avoids quality gaps and resistance to change. Sample data has been collected through questionnaires distributed within the p...

  2. Quality Management and Building Government Information Services.

    Science.gov (United States)

    Farrell, Maggie

    1998-01-01

    Discusses serving library-patron needs in terms of customer service and quality control. Highlights include tools for measuring the quality of service (e.g., the SERVQUAL survey), advisory boards or focus groups, library "service statements," changing patron needs, new information formats, and justifying depository library services. (JAK)

  3. A comprehensive health service evaluation and monitoring framework.

    Science.gov (United States)

    Reeve, Carole; Humphreys, John; Wakerman, John

    2015-12-01

    To develop a framework for evaluating and monitoring a primary health care service, integrating hospital and community services. A targeted literature review of primary health service evaluation frameworks was performed to inform the development of the framework specifically for remote communities. Key principles underlying primary health care evaluation were determined and sentinel indicators developed to operationalise the evaluation framework. This framework was then validated with key stakeholders. The framework includes Donabedian's three seminal domains of structure, process and outcomes to determine health service performance. These in turn are dependent on sustainability, quality of patient care and the determinants of health to provide a comprehensive health service evaluation framework. The principles underpinning primary health service evaluation were pertinent to health services in remote contexts. Sentinel indicators were developed to fit the demographic characteristics and health needs of the population. Consultation with key stakeholders confirmed that the evaluation framework was applicable. Data collected routinely by health services can be used to operationalise the proposed health service evaluation framework. Use of an evaluation framework which links policy and health service performance to health outcomes will assist health services to improve performance as part of a continuous quality improvement cycle. Copyright © 2015 The Authors. Published by Elsevier Ltd.. All rights reserved.

  4. Service models for remote healthcare monitoring systems.

    Science.gov (United States)

    Moorman, Bridget A

    2010-01-01

    These scenarios reflect where the future is heading for remote health monitoring technology and service expectations. Being able to manage a "system of systems" with timely service hand-off over seams of responsibility and system interfaces will become very important for a BMET or clinical engineer. These interfaces will include patient homes, clinician homes, commercial/civilian infrastructure, public utilities, vendor infrastructure as well as internal departmental domains. Concurrently, technology is changing rapidly resulting in newer software delivery modes and hardware appliances as well as infrastructure changes. Those who are able to de-construct the complex systems and identify infrastructure assumptions and seams of servicing responsibility will be able to better understand and communicate the expectations for service of these systems. Moreover, as identified in Case 1, prodigious use of underlying system monitoring tools (managing the "meta-data") could move servicing of these remote systems from a reactive approach to a proactive approach. A prepared healthcare organization will identify their current and proposed future service combination use cases and design service philosophies and expectations for those use cases, while understanding the infrastructure assumptions and seams of responsibility. This is the future of technical service to the healthcare clinicians and patients.

  5. Continuous Delivery and Quality Monitoring

    CERN Multimedia

    CERN. Geneva

    2016-01-01

    After introducing Continuous Delivery, I will switch the topic and try to answer the question how much should we invest in quality and how to do it efficiently. My observations reveal that software quality is often considered as the slo...

  6. Employee quality, monitoring environment and internal control

    OpenAIRE

    Chunli Liu; Bin Lin; Wei Shu

    2017-01-01

    We investigate the effect of internal control employees (ICEs) on internal control quality. Using special survey data from Chinese listed firms, we find that ICE quality has a significant positive influence on internal control quality. We examine the effect of monitoring on this result and find that the effect is more pronounced for firms with strict monitoring environments, especially when the firms implement the Chinese internal control regulation system (CSOX), have higher institutional ow...

  7. Negotiation and Monitoring of Service Level Agreements

    Science.gov (United States)

    Quillinan, Thomas B.; Clark, Kassidy P.; Warnier, Martijn; Brazier, Frances M. T.; Rana, Omer

    Service level agreements (SLAs) provide a means to define specific Quality of Service (QoS) guarantees between providers and consumers of services. Negotiation and definition of these QoS characteristics is an area of significant research. However, defining the actions that take place when an agreement is violated is a topic of more recent focus. This paper discusses recent advances in this field and propose some additional features that can help both consumers and producers during the enactment of services. These features include the ability to (re)negotiate penalties in an agreement, and specifically focuses on the renegotiation of penalties during enactment to reflect ongoing violations.

  8. Instruments for Water Quality Monitoring

    Science.gov (United States)

    Ballinger, Dwight G.

    1972-01-01

    Presents information regarding available instruments for industries and agencies who must monitor numerous aquatic parameters. Charts denote examples of parameters sampled, testing methods, range and accuracy of test methods, cost analysis, and reliability of instruments. (BL)

  9. The process approach to service quality management

    OpenAIRE

    Kamila Kowalik; Dorota Klimecka-Tatar

    2018-01-01

    In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relat...

  10. Staff report on Ontario gas distributor service quality regulation

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2005-07-29

    This report provides the basis for consultation regarding a framework for building principles and minimum standards regarding service quality measures for gas distributors. It begins with a general overview of current concerns expressed by Ontario natural gas consumers regarding service quality. Customer complaints logged with the Ontario Energy Board between 2003 and 2004 include common issues such as slow telephone response time, failure to obtain regular meter reads, inaccurate billing, long payment processing times, long reconnection times, long new connection times, and slow response to emergencies. This report also presents the historical experience in Ontario's energy sector regarding performance monitoring of services within an incentive based rate making framework for electricity and gas distributors. The Ontario Energy Board's Natural Gas Forum report reveals that a service quality framework would ensure that cost saving initiatives are not implemented at the expense of customer service or safe operation of the distribution system. Although the Board intends to implement a service quality framework, it will not include direct financial incentives. Rather, it will monitor service quality performance and utilities will be subject to a compliance process. A brief summary was also included of service quality regulations in the electricity sector and in other jurisdictions such as Australia, the United Kingdom, Pennsylvania, and Alberta. A list of issues that remain to be addressed before implementing a framework in Ontario was then presented. 2 appendices.

  11. SERVICE QUALITY DIMENSIONS AS PREDICTORS OF PERCEIVED SERVICE QUALITY IN RETAIL ENVIRONMENT

    OpenAIRE

    Jelčić, Sandra

    2017-01-01

    The purpose of this paper is to determine service quality dimensions as predictors of perceived service quality in retail environment. Recent studies emphasised the multidimensional nature of service quality and multidimensional service quality measurement models. Literature reveals that SERVQUAL (Parasuraman et al. 1988) and RSQS (Dabholkar et al. 1996) are the most common instruments used to measure service quality in retail. Considering different market environments neither SERVQUAL nor RS...

  12. DANIDA; Air Quality Monitoring Programme. Mission 4 Report

    Energy Technology Data Exchange (ETDEWEB)

    Sivertsen, B.

    1997-12-31

    In the development of the Environmental Information and Monitoring Programme for the Arab Republic of Egypt (EIMP), NILU is responsible for the establishment of an air pollution monitoring system. This report summarizes the fourth mission to Egypt, including planning of the second phase meetings and site visits. Additional air quality sites in Cairo have been described. A project group meeting and a visit to Egypt Meteorological Service have been reported

  13. Robust GPS autonomous signal quality monitoring

    Science.gov (United States)

    Ndili, Awele Nnaemeka

    The Global Positioning System (GPS), introduced by the U.S. Department of Defense in 1973, provides unprecedented world-wide navigation capabilities through a constellation of 24 satellites in global orbit, each emitting a low-power radio-frequency signal for ranging. GPS receivers track these transmitted signals, computing position to within 30 meters from range measurements made to four satellites. GPS has a wide range of applications, including aircraft, marine and land vehicle navigation. Each application places demands on GPS for various levels of accuracy, integrity, system availability and continuity of service. Radio frequency interference (RFI), which results from natural sources such as TV/FM harmonics, radar or Mobile Satellite Systems (MSS), presents a challenge in the use of GPS, by posing a threat to the accuracy, integrity and availability of the GPS navigation solution. In order to use GPS for integrity-sensitive applications, it is therefore necessary to monitor the quality of the received signal, with the objective of promptly detecting the presence of RFI, and thus provide a timely warning of degradation of system accuracy. This presents a challenge, since the myriad kinds of RFI affect the GPS receiver in different ways. What is required then, is a robust method of detecting GPS accuracy degradation, which is effective regardless of the origin of the threat. This dissertation presents a new method of robust signal quality monitoring for GPS. Algorithms for receiver autonomous interference detection and integrity monitoring are demonstrated. Candidate test statistics are derived from fundamental receiver measurements of in-phase and quadrature correlation outputs, and the gain of the Active Gain Controller (AGC). Performance of selected test statistics are evaluated in the presence of RFI: broadband interference, pulsed and non-pulsed interference, coherent CW at different frequencies; and non-RFI: GPS signal fading due to physical blockage and

  14. Satisfaction monitoring for quality control in campground management

    Science.gov (United States)

    Wilbur F. LaPage; Malcolm I. Bevins

    1981-01-01

    A 4-year study of camper satisfaction indicates that satisfaction monitoring is a useful tool for campground managers to assess their performance and achieve a high level of quality control in their service to the public. An indication of camper satisfaction with campground management is gained from a report card on which a small sample of visitors rates 14 elements of...

  15. Quality policy at nuclear medicine services

    International Nuclear Information System (INIS)

    Gil Martinez, Eduardo Manuel; Jimenez, Tomas

    2007-01-01

    In the present text we comment about a Quality Policy model to establish in a Nuclear Medicine Service. The need for a strict control in every process that take place in a Nuclear Medicine Service, requires of an exact planification in terms of Quality Policy, specific to the real needs of every Service. Quality Policy must be a live Policy, with capability of changes and must be known for every workers in a Nuclear Medicine Service. Although the 'model' showed in this text is concret for a specific Service type, it must be extrapolated to any Nuclear Medicine Service with the necessary changes (au)

  16. 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…

  17. Design and implementation air quality monitoring robot

    Science.gov (United States)

    Chen, Yuanhua; Li, Jie; Qi, Chunxue

    2017-01-01

    Robot applied in environmental protection can break through the limitations in working environment, scope and mode of the existing environmental monitoring and pollution abatement equipments, which undertake the innovation and improvement in the basin, atmosphere, emergency and pollution treatment facilities. Actually, the relevant technology is backward with limited research and investment. Though the device companies have achieved some results in the study on the water quality monitoring, pipeline monitoring and sewage disposal, this technological progress on the whole is still much slow, and the mature product has not been formed. As a result, the market urges a demand of a new type of device which is more suitable for environmental protection on the basis of robot successfully applied in other fields. This paper designs and realizes a tracked mobile robot of air quality monitoring, which can be used to monitor air quality for the pollution accident in industrial parks and regular management.

  18. Retail service quality as a base in purchasing decision

    Directory of Open Access Journals (Sweden)

    Sokolov-Mladenović Svetlana

    2015-01-01

    Full Text Available Retail is a service activity, and services are something that makes the retail companies differ from production companies. Retailers are trying to differentiate the 'package' offer, build customer loyalty and make their position through the provision of high service quality. In addition, the services provided can be varied, such as exterior and interior design of retail stores, preparation of goods for sale, appearance and behavior of sales personnel, culture of communication with customers, and services provided after the sales process. Consumers require the service quality when making purchasing decision. For retail companies and retail stores it is important to continuously monitor the level of service quality. In order to measure the service quality, the method that found its application in the theory and practice is SERVQUAL. This model was created as a combination of theoretical and practical research and it looks at the quality of service as the content of the following dimensions: tangibles, reliability, sensitivity, security and empathy. As such, it is a function of the difference between perceptions and expectations (Q = P-E and is widely accepted to measure the service quality in traditional retail stores, public sector, higher education, real estate, hospitals, courts and so on. In addition, this model is widely used to measure service quality in e-retailing, e-banking, e-selling of travel packages and other services provided by electronic means. The main assumption is that services are a key factor in making purchasing decision. The aim of this paper is to, through theoretical and practical research with special emphasis on SERVQUAL method, test the initial hypothesis and recognize the level of service quality in retail chains in Southeast Serbia.

  19. Improving Tanzanian childbirth service quality.

    Science.gov (United States)

    Jaribu, Jennie; Penfold, Suzanne; Green, Cathy; Manzi, Fatuma; Schellenberg, Joanna

    2018-04-16

    Purpose The purpose of this paper is to describe a quality improvement (QI) intervention in primary health facilities providing childbirth care in rural Southern Tanzania. Design/methodology/approach A QI collaborative model involving district managers and health facility staff was piloted for 6 months in 4 health facilities in Mtwara Rural district and implemented for 18 months in 23 primary health facilities in Ruangwa district. The model brings together healthcare providers from different health facilities in interactive workshops by: applying QI methods to generate and test change ideas in their own facilities; using local data to monitor improvement and decision making; and health facility supervision visits by project and district mentors. The topics for improving childbirth were deliveries and partographs. Findings Median monthly deliveries increased in 4 months from 38 (IQR 37-40) to 65 (IQR 53-71) in Mtwara Rural district, and in 17 months in Ruangwa district from 110 (IQR 103-125) to 161 (IQR 148-174). In Ruangwa health facilities, the women for whom partographs were used to monitor labour progress increased from 10 to 57 per cent in 17 months. Research limitations/implications The time for QI innovation, testing and implementation phases was limited, and the study only looked at trends. The outcomes were limited to process rather than health outcome measures. Originality/value Healthcare providers became confident in the QI method through engagement, generating and testing their own change ideas, and observing improvements. The findings suggest that implementing a QI initiative is feasible in rural, low-income settings.

  20. Monitoring ARC services with GangliARC

    International Nuclear Information System (INIS)

    Cameron, D; Karpenko, D

    2012-01-01

    Monitoring of Grid services is essential to provide a smooth experience for users and provide fast and easy to understand diagnostics for administrators running the services. GangliARC makes use of the widely-used Ganglia monitoring tool to present web-based graphical metrics of the ARC computing element. These include statistics of running and finished jobs, data transfer metrics, as well as showing the availability of the computing element and hardware information such as free disk space left in the ARC cache. Ganglia presents metrics as graphs of the value of the metric over time and shows an easily-digestable summary of how the system is performing, and enables quick and easy diagnosis of common problems. This paper describes how GangliARC works and shows numerous examples of how the generated data can quickly be used by an administrator to investigate problems. It also presents possibilities of combining GangliARC with other commonly-used monitoring tools such as Nagios to easily integrate ARC monitoring into the regular monitoring infrastructure of any site or computing centre.

  1. Real-time water quality monitoring and providing water quality ...

    Science.gov (United States)

    EPA and the U.S. Geological Survey (USGS) have initiated the “Village Blue” research project to provide real-time water quality monitoring data to the Baltimore community and increase public awareness about local water quality in Baltimore Harbor and the Chesapeake Bay. The Village Blue demonstration project complements work that a number of state and local organizations are doing to make Baltimore Harbor “swimmable and fishable” 2 by 2020. Village Blue is designed to build upon EPA’s “Village Green” project which provides real-time air quality information to communities in six locations across the country. The presentation, “Real-time water quality monitoring and providing water quality information to the Baltimore Community”, summarizes the Village Blue real-time water quality monitoring project being developed for the Baltimore Harbor.

  2. A Method for Assessing Quality of Service in Broadband Networks

    DEFF Research Database (Denmark)

    Bujlow, Tomasz; Riaz, M. Tahir; Pedersen, Jens Myrup

    2012-01-01

    Monitoring of Quality of Service (QoS) in high-speed Internet infrastructure is a challenging task. However, precise assessments must take into account the fact that the requirements for the given quality level are service-dependent. Backbone QoS monitoring and analysis requires processing of large...... taken from the description of system sockets. This paper proposes a new method for measuring the Quality of Service (QoS) level in broadband networks, based on our Volunteer-Based System for collecting the training data, Machine Learning Algorithms for generating the classification rules and application...... and provide C5.0 high-quality training data, divided into groups corresponding to different types of applications. It was found that currently existing means of collecting data (classification by ports, Deep Packet Inspection, statistical classification, public data sources) are not sufficient and they do...

  3. Monitoring the EGEE/WLCG grid services

    International Nuclear Information System (INIS)

    Duarte, A; Nyczyk, P; Retico, A; Vicinanza, D

    2008-01-01

    Grids have the potential to revolutionise computing by providing ubiquitous, on demand access to computational services and resources. They promise to allow for on demand access and composition of computational services provided by multiple independent sources. Grids can also provide unprecedented levels of parallelism for high-performance applications. On the other hand, grid characteristics, such as high heterogeneity, complexity and distribution create many new technical challenges. Among these technical challenges, failure management is a key area that demands much progress. A recent survey revealed that fault diagnosis is still a major problem for grid users. When a failure appears at the user screen, it becomes very difficult for the user to identify whether the problem is in the application, somewhere in the grid middleware, or even lower in the fabric that comprises the grid. In this paper we present a tool able to check if a given grid service works as expected for a given set of users (Virtual Organisation) on the different resources available on a grid. Our solution deals with grid services as single components that should produce an expected output to a pre-defined input, what is quite similar to unit testing. The tool, called Service Availability Monitoring or SAM, is being currently used by several different Virtual Organizations to monitor more than 300 grid sites belonging to the largest grids available today. We also discuss how this tool is being used by some of those VOs and how it is helping in the operation of the EGEE/WLCG grid

  4. Service quality for facilities management in hospitals

    CERN Document Server

    Sui Pheng, Low

    2016-01-01

    This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore’s hospitals from the patient’s perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management. The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hosp...

  5. 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.

  6. Quality of Security Service: Adaptive Security

    National Research Council Canada - National Science Library

    Levin, Timothy E; Irvine, Cynthia E; Spyropoulou, Evdoxia

    2004-01-01

    The premise of Quality of Security Service is that system and network management functions can be more effective if variable levels of security services and requirements can be presented to users or network tasks...

  7. Water Quality Monitoring by Satellite

    Science.gov (United States)

    Journal of Chemical Education, 2004

    2004-01-01

    The availability of abundant water resources in the Upper Midwest of the United States is nullified by their contamination through heavy commercial and industrial activities. Scientists have taken the responsibility of detecting the water quality of these resources through remote-sensing satellites to develop a wide-ranging water purification plan…

  8. 75 FR 21716 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Science.gov (United States)

    2010-04-26

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

  9. 77 FR 18306 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance

    Science.gov (United States)

    2012-03-27

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

  10. Operations and quality management for public service delivery improvement.

    Directory of Open Access Journals (Sweden)

    Paulin Mbecke

    2014-10-01

    Full Text Available Public service management reforms have not yet contributed to poverty eradication and generally socio-economic development of many African countries. The reforms suggested and implemented to date still prove to be weak in addressing the many challenges faced by the public service in delivering goods and services to the population. The failure of the current public service management calls for a consideration of business-driven approaches and practices that facilitate effectiveness, efficiency, competitiveness and flexibility in goods and services provision. The critical social theory methodology and the literature review technique described and raised awareness on service delivery chaos in South Africa. A public service reform that focuses on operations and quality management is one of the ways of improving and sustaining service delivery in South Africa. Operations management is an essential tool for the planning, execution, control, monitoring and evaluation of production processes. Quality management, in the other hand, is essential to ensure best quality of goods and services produced by the public service within acceptable time and available resources to meet or exceed people’s expectations. The operations and quality management framework proposed in this article is a potential alternative to the current service delivery crisis in South Africa.

  11. Rethinking Student Services: Assessing and Improving Service Quality.

    Science.gov (United States)

    Zammuto, Raymond F.; And Others

    1996-01-01

    A study investigated the quality of services in four student enrollment services administrative sub-units (recruiting, admissions, records and registration, financial aid) at a public comprehensive university, using student and staff evaluations and program evaluations. Specific changes needed to improve service delivery are identified and…

  12. Influence of employees' service-oriented behavior on service quality

    Directory of Open Access Journals (Sweden)

    Vučković Jelisaveta

    2015-01-01

    Full Text Available In order to constantly improve the quality of service program, organizations in tourism industry, have to pay special attention to managing employees' behavior, especially those in the first line of service provision and their direct superiors. Encouraging the employees towards service-oriented behavior is greatly determined by the adequate and consistent implementation of human resources management instruments. The subject of this research is an empirical examination of relations between employees' behavior in the service providing process and service quality. This research was conducted during 2012, in a five-star hotel 'Izvor', situated in Arandjelovac.

  13. Employee quality, monitoring environment and internal control

    Directory of Open Access Journals (Sweden)

    Chunli Liu

    2017-03-01

    Full Text Available We investigate the effect of internal control employees (ICEs on internal control quality. Using special survey data from Chinese listed firms, we find that ICE quality has a significant positive influence on internal control quality. We examine the effect of monitoring on this result and find that the effect is more pronounced for firms with strict monitoring environments, especially when the firms implement the Chinese internal control regulation system (CSOX, have higher institutional ownership or attach greater importance to internal control. Our findings suggest that ICEs play an important role in the design and implementation of internal control systems. Our study should be of interest to both top managers who wish to improve corporate internal control quality and regulators who wish to understand the mechanisms of internal control monitoring.

  14. 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 ...

  15. 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.

  16. Real-time video quality monitoring

    Science.gov (United States)

    Liu, Tao; Narvekar, Niranjan; Wang, Beibei; Ding, Ran; Zou, Dekun; Cash, Glenn; Bhagavathy, Sitaram; Bloom, Jeffrey

    2011-12-01

    The ITU-T Recommendation G.1070 is a standardized opinion model for video telephony applications that uses video bitrate, frame rate, and packet-loss rate to measure the video quality. However, this model was original designed as an offline quality planning tool. It cannot be directly used for quality monitoring since the above three input parameters are not readily available within a network or at the decoder. And there is a great room for the performance improvement of this quality metric. In this article, we present a real-time video quality monitoring solution based on this Recommendation. We first propose a scheme to efficiently estimate the three parameters from video bitstreams, so that it can be used as a real-time video quality monitoring tool. Furthermore, an enhanced algorithm based on the G.1070 model that provides more accurate quality prediction is proposed. Finally, to use this metric in real-world applications, we present an example emerging application of real-time quality measurement to the management of transmitted videos, especially those delivered to mobile devices.

  17. Quality Assurance in University Guidance Services

    Science.gov (United States)

    Simon, Alexandra

    2014-01-01

    In Europe there is no common quality assurance framework for the delivery of guidance in higher education. Using a case study approach in four university career guidance services in England, France and Spain, this article aims to study how quality is implemented in university career guidance services in terms of strategy, standards and models,…

  18. Evaluation of service quality of hospital outpatient department services.

    Science.gov (United States)

    Chakravarty, Abhijit

    2011-07-01

    It has become essential for hospital managers to understand and measure consumer perspectives and service quality gaps, so that any perceived gap in delivery of service is identified and suitably addressed. A study was conducted at a peripheral service hospital to ascertain any service gap between consumer expectations and perceptions in respect of the hospital outpatient department (OPD) services. A cross-sectional study was conducted using SERVQUAL as the survey instrument, the instrument being validated for use in the hospital environment. Consumer ratings across 22 items of the survey instrument were collected in paired expectation and perception scores and then service quality gaps were identified and statistically analysed. Service quality gaps were identified to exist across all the five dimensions of the survey instrument, with statistically significant gaps across the dimensions of 'tangibles' and 'responsiveness.' The quality gaps were further validated by a total unweighted SERVQUAL score of (-) 1.63. The study concludes that significant service quality gaps existed in the delivery of the hospital OPD services, which need to be addressed by focused improvement efforts by the hospital management.

  19. Technology usage, quality management system, and service quality in Thailand.

    Science.gov (United States)

    Sivabrovornvatana, Nilubon; Siengthai, Sununta; Krairit, Donyaprueth; Paul, Himangshu

    2005-01-01

    This article aims to explore the relationship between technology and quality management for enhancing Thai hospital service quality. The paper presents the findings of an exploratory study that investigates service quality from the customer and service provider perception. In-depth interviews were conducted with respondents in Thai hospitals. The interviews explored service-related factors that patients and service providers perceive to be important for hospital services. The first interview group consisted of professionals as internal customers in direct contact with external customers, while the second group consisted of external customers of the same hospitals. The study's outcomes clearly suggest factors that make significant contribution to service quality. These factors can be categorized according to five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibility), although some factors required slightly different interpretation. The findings suggest that hospitals can develop an appropriate approach to their advantage, which can yield sustainable improvement in service quality as perceived by patients and professionals. Hospitals can make better quality decisions based on structured measurement and knowledge. It is recommended that managers apply this knowledge for successful implementation of activities related to service quality in their organizations.

  20. Service quality attributes affecting passengers' satisfaction with ...

    African Journals Online (AJOL)

    Service quality and customer satisfaction are the growing concerns for business organizations throughout the world, and customer satisfaction studies have been proven to be essential tools in trying to optimize services provided to users. For transit agencies, as in other service industries, increase in customer satisfaction ...

  1. Air quality monitoring in Pakistan

    International Nuclear Information System (INIS)

    Ghauri, B.; Lodhi, A.

    2005-01-01

    Clean air is an important prerequisite for sustainable economic development and is a basic requirement for human health and welfare. The baseline information helps the policy maker in decision making and future planning such as industrial and economic development, establishment and implementation of environmental guidelines etc. Pakistan is a developing country and is confronted with a number of severe environmental problems, such as degradation of natural resources, industrial and vehicle related pollution, degradation of human health etc. SUPARCO has conducted a year long (2003-2004) baseline air quality study in the major urban areas of the country including Karachi, Lahore, Quetta, Rawalpindi, Islamabad and Peshawar in collaboration with ENERCON/ UNDP. The objectives of this study were to establish baseline levels and behavior of ambient airborne pollutants in urban centers with temporal and spatial parameters. Our study reveals that the maximum concentrations of CO were observed at Quetta (38 ppm) while other pollutants like SO/sub 2/, (52.5 ppb), NO/sub x/ (60.75 ppb), and 03 (44.8) were higher at Lahore compared to other urban areas of the country like Karachi, Peshawar etc. Maximum levels of all these pollutants were found in summer months. Comparatively lower concentrations of these pollutants were observed in Islamabad/Rawalpindi including CO (13.6 ppm), NO/sub x/ (41 ppb), SO/sub 2/ (32 ppb) and 03 (24.7 ppb). The maximum Particulate (TSP) and PM 10 levels were observed at Lahore (990,372 micro g/m3), Karachi (410, 306 micro g/m3), and in Quetta (778, 290 micro g/m3) etc. Airborne trace/ toxic metals including Pb, along with noise level were also determined. The existing levels of these pollutants were correlated with meteorological data (temperature, humidity, wind speed, wind direction) to assess the pollutant dispersion, as well as source apportionment. A data bank of the study will be prepared for air pollution impact studies. (author)

  2. The Danish Air Quality Monitoring Programme

    DEFF Research Database (Denmark)

    Kemp, K.; Palmgren, F.; Manscher, O. H.

    The Danish Air Quality Monitoring Programme (LMP) was started in 1982 as the first nation-wide urban air pollution monitoring programme in Denmark. The programme has been adjusted to the pollution pattern by two revisions. The present phase (LMP III) was started in 1992. This report presents...... Copenhagen the same program is con-ducted as at the street stations with the inclusion of O3. Only NO, NO2 and O3 are reported from the other rural site. Air quality limit values have been implemented in Den-mark for NO2, SO2, TSP in order to protect human health. All limit values are based on EU limit...

  3. Air Quality Monitoring System and Benchmarking

    DEFF Research Database (Denmark)

    Liu, Xiufeng; Nielsen, Per Sieverts

    2017-01-01

    Air quality monitoring has become an integral part of smart city solutions. This paper presents an air quality monitoring system based on Internet of Things (IoT) technologies, and establishes a cloud-based platform to address the challenges related to IoT data management and processing capabilit...... capabilities, including data collection, storage, analysis, and visualization. In addition, this paper also benchmarks four state-of-the-art database systems to investigate the appropriate technologies for managing large-scale IoT datasets....

  4. Dynamic selection mechanism for quality of service aware web services

    Science.gov (United States)

    D'Mello, Demian Antony; Ananthanarayana, V. S.

    2010-02-01

    A web service is an interface of the software component that can be accessed by standard Internet protocols. The web service technology enables an application to application communication and interoperability. The increasing number of web service providers throughout the globe have produced numerous web services providing the same or similar functionality. This necessitates the use of tools and techniques to search the suitable services available over the Web. UDDI (universal description, discovery and integration) is the first initiative to find the suitable web services based on the requester's functional demands. However, the requester's requirements may also include non-functional aspects like quality of service (QoS). In this paper, the authors define a QoS model for QoS aware and business driven web service publishing and selection. The authors propose a QoS requirement format for the requesters, to specify their complex demands on QoS for the web service selection. The authors define a tree structure called quality constraint tree (QCT) to represent the requester's variety of requirements on QoS properties having varied preferences. The paper proposes a QoS broker based architecture for web service selection, which facilitates the requesters to specify their QoS requirements to select qualitatively optimal web service. A web service selection algorithm is presented, which ranks the functionally similar web services based on the degree of satisfaction of the requester's QoS requirements and preferences. The paper defines web service provider qualities to distinguish qualitatively competitive web services. The paper also presents the modelling and selection mechanism for the requester's alternative constraints defined on the QoS. The authors implement the QoS broker based system to prove the correctness of the proposed web service selection mechanism.

  5. Environment quality monitoring using ARM processor

    Science.gov (United States)

    Vinaya, C. H.; Krishna Thanikanti, Vamsi; Ramasamy, Sudha

    2017-11-01

    This paper of air quality monitoring system describes a model of sensors network to continuously monitoring the environment with low cost developed model. At present time all over the world turned into a great revolution in industrial domain and on the other hand environment get polluting in a dangerous value. There are so many technologies present to reduce the polluting contents but still there is no completely reduction of that pollution. Even there are different methods to monitor the pollution content; these are much costly that not everyone can adapt those methods or devices. Now we are proposing a sensors connected network to monitor the environment continuously and displaying the pollutant gases percentage in air surroundings and can transmit the results to our mobiles by message. The advantage of this system is easy to design, establish at area to monitor, maintenance and most cost effective as well.

  6. Qbox-Services: Towards a Service-Oriented Quality Platform

    Science.gov (United States)

    González, Laura; Peralta, Verónika; Bouzeghoub, Mokrane; Ruggia, Raúl

    The data quality market is characterized by a sparse offer of tools, providing individual functionalities which have their own interest with respect to quality assessment. But interoperating among these tools remains a technical challenge because of the heterogeneity of their models and access patterns. On the other side, quality analysts require more and more integration facilities that allow them to consolidate and aggregate multiple quality measures acquired from different observations. The QBox platform, developed within the ANR Quadris project, aims at filling this gap by supplying a service-based integration infrastructure that allows interoperability among several quality tools and provides an OLAP-based quality model to support multidimensional analysis. This paper focuses on the architectural principles of this infrastructure and illustrates its use through specific examples of quality services.

  7. Service quality framework for clinical laboratories.

    Science.gov (United States)

    Ramessur, Vinaysing; Hurreeram, Dinesh Kumar; Maistry, Kaylasson

    2015-01-01

    The purpose of this paper is to illustrate a service quality framework that enhances service delivery in clinical laboratories by gauging medical practitioner satisfaction and by providing avenues for continuous improvement. The case study method has been used for conducting the exploratory study, with focus on the Mauritian public clinical laboratory. A structured questionnaire based on the SERVQUAL service quality model was used for data collection, analysis and for the development of the service quality framework. The study confirms the pertinence of the following service quality dimensions within the context of clinical laboratories: tangibility, reliability, responsiveness, turnaround time, technology, test reports, communication and laboratory staff attitude and behaviour. The service quality framework developed, termed LabSERV, is vital for clinical laboratories in the search for improving service delivery to medical practitioners. This is a pioneering work carried out in the clinical laboratory sector in Mauritius. Medical practitioner expectations and perceptions have been simultaneously considered to generate a novel service quality framework for clinical laboratories.

  8. Islamic Banks Service Innovation Quality: Conceptual Model

    Directory of Open Access Journals (Sweden)

    Tahreem Noor Khan

    2016-07-01

    Full Text Available Customer perspectives and satisfaction level are considered important for analysing the performance of Islamic bank service quality. Sufficient researches has been done to explore customer perception and satisfaction level with Islamic banking service quality, however there is lack of data to compare and find the similarity in understanding the main determinant attributes needed for Islamic banking service quality. The purpose of this paper is to describe and integrate the results of existing wealth of research on service quality in Islamic banks. After weighing up all the views from existing research, common findings, concerns will be discussed. This research did not find much of information or studies indicating toward innovation in Islamic banking service quality. Thus based on review of the literature this paper suggests main key attributes of service for Islamic banks (RIBA Service IQ. This research strongly asserts that sincere motivation, truthful intention, dynamic and practical service innovation of quality approaches can uplift Islamic financial brandDOI: 10.15408/aiq.v8i2.3161

  9. Disaster Monitoring and Emergency Response Services in China

    Science.gov (United States)

    Wu, J.; Han, X.; Zhou, Y.; Yue, P.; Wang, X.; Lu, J.; Jiang, W.; Li, J.; Tang, H.; Wang, F.; Li, X.; Fan, J.

    2018-04-01

    The Disaster Monitoring and Emergency Response Service(DIMERS) project was kicked off in 2017 in China, with the purpose to improve timely responsive service of the institutions involved in the management of natural disasters and man-made emergency situations with the timely and high-quality products derived from Space-based, Air-based and the in-situ Earth observation. The project team brought together a group of top universities and research institutions in the field of Earth observations as well as the operational institute in typical disaster services at national level. The project will bridge the scientific research and the response services of massive catastrophe in order to improve the emergency response capability of China and provide scientific and technological support for the implementation of the national emergency response strategy. In response to the call for proposal of "Earth Observation and Navigation" of 2017 National Key R&D Program of China, Professor Wu Jianjun, the deputy chairman of Faculty of Geographical Science of Beijing Normal University, submitted the Disaster Monitoring and Emergency Response Service (DIMERS) project, jointly with the experts and scholars from Institute of Remote Sensing and Digital Earth, Chinese Academy of Sciences, Wuhan University, China Institute of Earthquake Forecasting of China Earthquake Administration and China Institute of Water Resources and Hydropower Science. After two round evaluations, the proposal was funded by Ministry of Science and Technology of China.

  10. 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…

  11. Evaluating Service Quality in Universities: A Service Department Perspective

    Science.gov (United States)

    Smith, Gareth; Smith, Alison; Clarke, Alison

    2007-01-01

    Purpose: The purpose of the study is to report on an in-depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used. Design/methodology/approach: The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and…

  12. AFRRI TRIGA Reactor water quality monitoring program

    International Nuclear Information System (INIS)

    Moore, Mark; George, Robert; Spence, Harry; Nguyen, John

    1992-01-01

    AFRRI has started a water quality monitoring program to provide base line data for early detection of tank leaks. This program revealed problems with growth of algae and bacteria in the pool as a result of contamination with nitrogenous matter. Steps have been taken to reduce the nitrogen levels and to kill and remove algae and bacteria from the reactor pool. (author)

  13. Monitoring of whey quality with NIR spectroscopy

    DEFF Research Database (Denmark)

    Kucheryavskiy, Sergey; Lomborg, Carina

    2015-01-01

    The possibility of using near-infrared (NIR) spectroscopy for monitoring of liquid whey quality parameters during protein production process has been tested. The parameters included total solids, lactose, protein and fat content. The samples for the experiment were taken from real industrial...

  14. Integral quality programs for radiodiagnostics Services

    International Nuclear Information System (INIS)

    Alastuey, F.; Barranco, C.; Marco, R.; Perez, C.; Sanchez, J.; Pardo, J.; Madrid, G.

    1993-01-01

    The aim of the work entitled ''Integral Quality Programs for Radiodiagnostics Services'' is to present the experience accumulated over the past 10 years by the Radiodiagnostics Service of C.M.E. Ramon y Cajal in Zaragoza. The term ''integral quality'' will be defined conceptually in order to differentiate it from the classical quality control which refers exclusively to the control of radiology equipment. The problem will be reviewed from the historical point of view and a basic, homologated model, contrasted on the basis of the work of these 10 years, is proposed mainly to serve as the backbone for the working system in a Radiodiagnostics Service. (Author) 46 ref

  15. Quality of services and quality of life from service providers' perspectives: analysis with focus groups.

    Science.gov (United States)

    Jenaro, C; Vega, V; Flores, N; Cruz, M

    2013-06-01

    Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this population. The current study aims to identify service providers' perceptions regarding the quality of life of their clients and the quality of services they provide. It also aims to identify similarities and differences of appraisals among professionals, and to identify associations between supports, quality of life and quality of services. Data were collected from 22 service providers who attended three focus groups (professionals, direct support staff, and managers) from whom 424 comments were analysed. Service providers were asked about the required support for users, the meaning of quality of life for those users, and about features that should characterise quality services. Thematic analysis was employed and transcripts of the sessions were coded according to the dimensions of models on supports, quality of life and quality of services. Chi-squared tests were utilised to test for potential differences among groups. Each professional group has its own priorities concerning required supports. Among the organisation different and potentially conflicting perceptions regarding the meaning of experiencing quality of life coexist. Concerning quality of services, only managers mentioned personal outcomes. Finally, institutionalisation has a negative impact on supports, quality of life and quality of services. It is necessary to move beyond a shared awareness of the negative impact of institutionalisation towards the transformation of services in search of personal quality outcomes. © 2012 The Authors. Journal of Intellectual Disability Research © 2012 John Wiley & Sons Ltd, MENCAP & IASSID.

  16. SERVICE AND SECURITY MONITORING IN CLOUD

    Directory of Open Access Journals (Sweden)

    Cristian IVANUŞ

    2015-05-01

    Full Text Available In the cloud computing context, Quality of Software (QoS is defined as the extent to which user requirements are met by the providers of cloud resources. Users can define their requirements using low level metrics such as processing power of the Central Processing Unit (CPU or the amount of memory for a virtual machine, but they are interested in defining their requirements using more abstract concepts at a higher level, such as response time and service availability. Increasing complexity, size and number of areas in which cloud penetrated makes it difficult for anticipating how the system will behave. Because of this, different research groups have started to work on QoS level fields for defining the conditions that must be accomplished by a service in order to be delivered. Likewise, it was invested effort in developing of means for managing and assessing efficiently the status of these conditions.

  17. 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.

  18. Data quality monitoring of the CMS tracker

    CERN Document Server

    Potamianos, Karolos

    2009-01-01

    The Physics and Data Quality Monitoring (DQM) framework aims at providing a homogeneous monitoring environment across various applications related to data taking at the CMS experiment. It has been designed to be used during online data taking as well as during offline reconstruction. The goal of the online system is to monitor detector performance and identify problems very efficiently during data collection so that proper actions can be taken. On the other hand the reconstruction or calibration problems can be detected during offline processing using the same tool. The monitoring is performed with histograms, which are filled with information from raw and reconstructed data. All histograms can then be displayed both in the central CMS DQM graphical user interface (GUI), as well as in Tracker specific expert GUIs and socalled Tracker Maps. Applications are in place to further process the information from these basic histograms by summarizing them in overview plots, by evaluating them with automated statistica...

  19. Individual Monitoring service for occupational exposure in Sudan

    International Nuclear Information System (INIS)

    Suliman, E.E.; Shaddad, I.; Medani, B.E.; Osman, M.Y.

    2005-01-01

    Full text: Individual Monitoring Service (IMS) is a dosimetry service provided by Radiation Protection Department (RPD) of Sudan Atomic Energy Commission (SAEC) to monitor about 400 occupational exposed workers all over the country. Measurements were done using thermoluminescence dosimeters (TLD). The calibration of the TLD system was performed on a phantom with application of suitable correction factors in the SSDL using Cs-137 and different qualities of x-ray energies. Personal dose equivalents Hp(10) and Hp(0.07) were evaluated by employing one individual dosimeter to be carried continuously by the occupational exposed person while at work. In this work the dose received by workers in x-ray diagnostic radiology, radiotherapy, nuclear medicine, research and industrial radiography were evaluated. Radiation doses for the years 1999, 2000, 2001, 2002 and 2003 were compared. From the results obtained, it was noticed that individual monitoring service had expanded over the last years. The average individual annual dose in different applications is less than 1 mSv/y except for the workers in industrial radiography, only 12 radiation workers (3.64 %) received doses exceeding 1 mSv and no individual approached the dose limit of 20 mSv recommended by the ICRP and set by Sudan's regulations. (author)

  20. Quality of Services and Quality of Life from Service Providers' Perspectives: Analysis with Focus Groups

    Science.gov (United States)

    Jenaro, C.; Vega, V.; Flores, N.; Cruz, M.

    2013-01-01

    Background: Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this…

  1. CMEMS (Copernicus Marine Environment Monitoring Service) In Situ Thematic Assembly Centre: A service for operational Oceanography

    Science.gov (United States)

    Manzano Muñoz, Fernando; Pouliquen, Sylvie; Petit de la Villeon, Loic; Carval, Thierry; Loubrieu, Thomas; Wedhe, Henning; Sjur Ringheim, Lid; Hammarklint, Thomas; Tamm, Susanne; De Alfonso, Marta; Perivoliotis, Leonidas; Chalkiopoulos, Antonis; Marinova, Veselka; Tintore, Joaquin; Troupin, Charles

    2016-04-01

    Copernicus, previously known as GMES (Global Monitoring for Environment and Security), is the European Programme for the establishment of a European capacity for Earth Observation and Monitoring. Copernicus aims to provide a sustainable service for Ocean Monitoring and Forecasting validated and commissioned by users. From May 2015, the Copernicus Marine Environment Monitoring Service (CMEMS) is working on an operational mode through a contract with services engagement (result is regular data provision). Within CMEMS, the In Situ Thematic Assembly Centre (INSTAC) distributed service integrates in situ data from different sources for operational oceanography needs. CMEMS INSTAC is collecting and carrying out quality control in a homogeneous manner on data from providers outside Copernicus (national and international networks), to fit the needs of internal and external users. CMEMS INSTAC has been organized in 7 regional Dissemination Units (DUs) to rely on the EuroGOOS ROOSes. Each DU aggregates data and metadata provided by a series of Production Units (PUs) acting as an interface for providers. Homogeneity and standardization are key features to ensure coherent and efficient service. All DUs provide data in the OceanSITES NetCDF format 1.2 (based on NetCDF 3.6), which is CF compliant, relies on SeaDataNet vocabularies and is able to handle profile and time-series measurements. All the products, both near real-time (NRT) and multi-year (REP), are available online for every CMEMS registered user through an FTP service. On top of the FTP service, INSTAC products are available through Oceanotron, an open-source data server dedicated to marine observations dissemination. It provides services such as aggregation on spatio-temporal coordinates and observed parameters, and subsetting on observed parameters and metadata. The accuracy of the data is checked on various levels. Quality control procedures are applied for the validity of the data and correctness tests for the

  2. Service Quality and Process Maturity Assessment

    Directory of Open Access Journals (Sweden)

    Serek Radomir

    2013-12-01

    Full Text Available This article deals with service quality and the methods for its measurement and improvements to reach the so called service excellence. Besides older methods such as SERVQUAL and SERPERF, there are also shortly described capability maturity models based on which the own methodology is developed and used for process maturity assessment in organizations providing technical services. This method is equally described and accompanied by examples on pictures. The verification of method functionality is explored on finding a correlation between service employee satisfaction and average process maturity in a service organization. The results seem to be quite promising and open an arena for further studies.

  3. Total Quality Service and the Business College

    OpenAIRE

    James Perotti

    1995-01-01

    Moving a business college to commit to a total quality service approach is much more difficult than the literature suggests. The commitment to customer satisfaction is the essential focus of total quality service. It is unlikely to occur in business colleges. While small incremental change is readily possible, the values and culture of the faculty and administration prevent the requisite acceptance by the faculty of students as their customers, and acceptance of the faculty as customers of th...

  4. The ALICE data quality monitoring system

    International Nuclear Information System (INIS)

    Haller, B von; Telesca, A; Chapeland, S; Carena, F; Carena, W; Barroso, V Chibante; Costa, F; Denes, E; Divià, R; Fuchs, U; Simonetti, G; Soós, C; Vyvre, P Vande

    2011-01-01

    ALICE (A Large Ion Collider Experiment) is the heavy-ion detector designed to study the physics of strongly interacting matter and the quark-gluon plasma at the CERN Large Hadron Collider (LHC). The online Data Quality Monitoring (DQM) is a key element of the Data Acquisition's software chain. It provide shifters with precise and complete information to quickly identify and overcome problems, and as a consequence to ensure acquisition of high quality data. DQM typically involves the online gathering, the analysis by user-defined algorithms and the visualization of monitored data. This paper describes the final design of ALICE'S DQM framework called AMORE (Automatic MOnitoRing Environment), as well as its latest and coming features like the integration with the offline analysis and reconstruction framework, a better use of multi-core processors by a parallelization effort, and its interface with the eLogBook. The concurrent collection and analysis of data in an online environment requires the framework to be highly efficient, robust and scalable. We will describe what has been implemented to achieve these goals and the procedures we follow to ensure appropriate robustness and performance. We finally review the wide range of usages people make of this framework, from the basic monitoring of a single sub-detector to the most complex ones within the High Level Trigger farm or using the Prompt Reconstruction and we describe the various ways of accessing the monitoring results. We conclude with our experience, before and after the LHC startup, when monitoring the data quality in a challenging environment.

  5. The ALICE data quality monitoring system

    Science.gov (United States)

    von Haller, B.; Telesca, A.; Chapeland, S.; Carena, F.; Carena, W.; Chibante Barroso, V.; Costa, F.; Denes, E.; Divià, R.; Fuchs, U.; Simonetti, G.; Soós, C.; Vande Vyvre, P.; ALICE Collaboration

    2011-12-01

    ALICE (A Large Ion Collider Experiment) is the heavy-ion detector designed to study the physics of strongly interacting matter and the quark-gluon plasma at the CERN Large Hadron Collider (LHC). The online Data Quality Monitoring (DQM) is a key element of the Data Acquisition's software chain. It provide shifters with precise and complete information to quickly identify and overcome problems, and as a consequence to ensure acquisition of high quality data. DQM typically involves the online gathering, the analysis by user-defined algorithms and the visualization of monitored data. This paper describes the final design of ALICE'S DQM framework called AMORE (Automatic MOnitoRing Environment), as well as its latest and coming features like the integration with the offline analysis and reconstruction framework, a better use of multi-core processors by a parallelization effort, and its interface with the eLogBook. The concurrent collection and analysis of data in an online environment requires the framework to be highly efficient, robust and scalable. We will describe what has been implemented to achieve these goals and the procedures we follow to ensure appropriate robustness and performance. We finally review the wide range of usages people make of this framework, from the basic monitoring of a single sub-detector to the most complex ones within the High Level Trigger farm or using the Prompt Reconstruction and we describe the various ways of accessing the monitoring results. We conclude with our experience, before and after the LHC startup, when monitoring the data quality in a challenging environment.

  6. E-Procurement Service Quality in Malaysia

    Directory of Open Access Journals (Sweden)

    Sharifah Latifah binti Syed A. Kadir

    2016-12-01

    Full Text Available The electronic government in Malaysia has fully adopted and developed the applications and practices of ICTs, in order to provide better online services in enhancing the credibility of government. In order to understand service quality issues within this new delivery channel, this paper investigates E-procurement portal/websites’ through the use of E-Service-Quality (E-S-QUAL and E-Recovery Service-Quality (E- RecS-QUAL scales by using a questionnaire survey distributed to 400 respondents. The collected data was analysed using Smart PLS 3.0 to test the relationship between efficiency, system availability and privacy, responsiveness and contact. The results show that both E-S-QUAL and E-RecS-QUAL strongly influence perceived service quality and behavioural intentions. In addition, the evidence of perceived ser- vice quality on its role as a mediator of was significant. The findings constitute an empirical contribution to the extension of literature in the application of the electronic service quality.

  7. Quality of service regulation, q follows x

    International Nuclear Information System (INIS)

    Meijer, A.Th.

    2005-01-01

    Both the Electricity Act and Gas Act have been recently amended. One of many changes made, was the addition of a system of 'quality of service regulation' to the existing system of price cap regulation. In this article the author explores the system of quality of service regulation in the Electricity Act. Quality of service regulation aims to counterbalance the possible adverse effects of price cap regulation.The Dutch transmission and distribution systems have always been very reliable, especially compared to those in other countries. Nevertheless, the average duration of interruptions to supply per year has risen slightly in recent years. In order to ensure that price reductions will not lead to a further decrease in the quality of service the Dutch legislator has decided to incorporate the aspect of reliability into the existing system of price cap regulation. Both the Electricity Act and Gas Act provide for a system of yardstick competition, whereby good quality of service is financially rewarded and poor quality of service will lead to additional price reductions.This was achieved by incorporating a quality parameter (an extra variable) in the existing price cap formula. Also, all Distribution Network Operators (DNOs) are required to adopt a quality management system. Every other year DNOs must draw up a 'quality and capacity document' which they must publicise. In this document DNOs wilt have to demonstrate that their quality management systems are adequate. Various aspects of the system of quality of service regulation are detailed in Iower legislation by the Minister of Economic Affairs and in several decisions by the Director of DTe. In a decision of 8 October 2005 the Director of DTe adopted the method by which the quality parameter (or 'q factor') with respect to the second price control period (2004-2006) is to be determined.This decision is also referred to as the 'methode-besluit'. Distribution Network Operators (DNOs) can be penalised or rewarded by

  8. Parametric packet-based audiovisual quality model for IPTV services

    CERN Document Server

    Garcia, Marie-Neige

    2014-01-01

    This volume presents a parametric packet-based audiovisual quality model for Internet Protocol TeleVision (IPTV) services. The model is composed of three quality modules for the respective audio, video and audiovisual components. The audio and video quality modules take as input a parametric description of the audiovisual processing path, and deliver an estimate of the audio and video quality. These outputs are sent to the audiovisual quality module which provides an estimate of the audiovisual quality. Estimates of perceived quality are typically used both in the network planning phase and as part of the quality monitoring. The same audio quality model is used for both these phases, while two variants of the video quality model have been developed for addressing the two application scenarios. The addressed packetization scheme is MPEG2 Transport Stream over Real-time Transport Protocol over Internet Protocol. In the case of quality monitoring, that is the case for which the network is already set-up, the aud...

  9. Quality & timely delivery of products and services

    Energy Technology Data Exchange (ETDEWEB)

    Scott, K.; Shabbir, K. [WorleyParsons, Toronto, ON (Canada)

    2015-07-01

    This paper discusses quality and timely delivery of services. The approach is to support our customers, to ensure quality, schedule and cost predictability with no compromise to safety, to avoid optimistic project schedules and conservative cost estimates. It is important to maintain a strategic focus in helping to improve the customer's assets and improve the methodology to improve assets.

  10. An Approach for Quality of Service Management

    National Research Council Canada - National Science Library

    Lee, Chen

    1998-01-01

    ... (in terms of customizable and expressiveness) QoS specification interface for multi-dimensional QoS provisioning, a quality-of service index model to help the user make the quality trade-off decision, and a unified QoS-based admission control...

  11. Quality & timely delivery of products and services

    International Nuclear Information System (INIS)

    Scott, K.; Shabbir, K.

    2015-01-01

    This paper discusses quality and timely delivery of services. The approach is to support our customers, to ensure quality, schedule and cost predictability with no compromise to safety, to avoid optimistic project schedules and conservative cost estimates. It is important to maintain a strategic focus in helping to improve the customer's assets and improve the methodology to improve assets.

  12. On the move to business alignment of service monitoring requirements

    NARCIS (Netherlands)

    de Alencar Silva, P.; Weigand, H.; van Sinderen, M.; Johnson, P.S.; de Alencar Silva, P.

    2011-01-01

    Current service monitoring capabilities have been not designed in alignment with business needs. We argue that service monitoring should be primarily thought of as an economic concern, with proper needs being elicited on the business strategy level and further drilled down to process and IT services

  13. Modern control system of quality of services of public catering

    Directory of Open Access Journals (Sweden)

    Lavrova Larisa Jur'evna

    2015-12-01

    Full Text Available The modern control system of quality of services of public catering as the instrument of management of safety is effective and legitimate. In article changes in requirements of normative documents are considered. Interdisciplinary mechanisms of implementation of requirements of normative documents are described. Uniform approaches between marketing and quality management regarding monitoring of satisfaction of consumers are determined. Results of researches of the organization of collection of information about degree of satisfaction of consumers are described. Knowledge, necessary for the staff of catering establishments, and skills regarding development, introduction and maintenance of quality management system in activity of the enterprises of food are established.

  14. Quality Management of the Accounting Services

    Directory of Open Access Journals (Sweden)

    Baba M. C.

    2009-12-01

    Full Text Available Often, the accounting services are vital for the success of a business, and their quality is very important, both for the users of accounting information, as well as for the providers of services.The present paper highlights the role of the accounting services in the processes of planning, coordination and development of the management policies of the economic entities. There a re identified a series of factors which are responsible for the quality of the accounting process and for the efficiency of the activity undertaken by the accountants.

  15. Monitoring water quality by remote sensing

    Science.gov (United States)

    Brown, R. L. (Principal Investigator)

    1977-01-01

    The author has identified the following significant results. A limited study was conducted to determine the applicability of remote sensing for evaluating water quality conditions in the San Francisco Bay and delta. Considerable supporting data were available for the study area from other than overflight sources, but short-term temporal and spatial variability precluded their use. The study results were not sufficient to shed much light on the subject, but it did appear that, with the present state of the art in image analysis and the large amount of ground truth needed, remote sensing has only limited application in monitoring water quality.

  16. Quality function deployment: application to rehabilitation services.

    Science.gov (United States)

    Einspruch, E M; Omachonu, V K; Einspruch, N G

    1996-01-01

    Describes how the challenge of providing rehabilitative services at reasonable costs is beginning to mount. The management of quality in rehabilitative services is therefore gaining increasing attention in the health care arena. States that if a link is implied between the above stated goal and customer satisfaction, it is imperative to evaluate quality or customer satisfaction in the context of the patient's experience. Describes the quality function deployment (QFD) system and how it leads to a better understanding of the customer's needs and wants. Explores the process of applying the concept of QFD to physical therapy.

  17. [Quality assurance in occupational health services].

    Science.gov (United States)

    Michalak, J

    1996-01-01

    The general conditions influencing the quality assurance and audit in Polish occupational health services are presented. The factors promoting or hampering the implementation of quality assurance and audits are also discussed. The major influence on the transformation of Polish occupational health services in exorted by employers who are committed to cover the costs of the obligatory prophylactic examination of their employees. This is the factor which also contributes to the improvement of quality if services. The definitions of the most important terms are reviewed to highlight their accordance with the needs of occupational health services in Poland. The examples of audit are presented and the elements of selected methods of auditing are suggested to be adopted in Poland.

  18. Modeling and Negotiating Service Quality

    Science.gov (United States)

    Benbernou, Salima; Brandic, Ivona; Cappiello, Cinzia; Carro, Manuel; Comuzzi, Marco; Kertész, Attila; Kritikos, Kyriakos; Parkin, Michael; Pernici, Barbara; Plebani, Pierluigi

    In this chapter the research problems of specifying and negotiating QoS and its corresponding quality documents are analyzed. For this reason, this chapter is separated into two main sections, Section 6.1 and 6.2, with each dedicated to one of the two problems, i.e., QoS specification and negotiation, respectively. Each section has a similar structure: they first introduce the problem and then, in the remaining subsections, review related work. Finally, the chapter ends with Section 6.3, which identifies research gaps and presents potential research challenges in QoS modelling, specification and negotiation.

  19. Smart sensors for real-time water quality monitoring

    CERN Document Server

    Mason, Alex

    2013-01-01

    Sensors are being utilised to increasing degrees in all forms of industry.  Researchers and industrial practitioners in all fields seek to obtain a better understanding of appropriate processes so as to improve quality of service and efficiency.  The quality of water is no exception, and the water industry is faced with a wide array of water quality issues being present world-wide.  Thus, the need for sensors to tackle this diverse subject is paramount.  The aim of this book is to combine, for the first time, international expertise in the area of water quality monitoring using smart sensors and systems in order that a better understanding of the challenges faced and solutions posed may be available to all in a single text.

  20. Monitoring Environmental Quality by Sniffing Social Media

    Directory of Open Access Journals (Sweden)

    Zhibo Wang

    2017-02-01

    Full Text Available Nowadays, the environmental pollution and degradation in China has become a serious problem with the rapid development of Chinese heavy industry and increased energy generation. With sustainable development being the key to solving these problems, it is necessary to develop proper techniques for monitoring environmental quality. Compared to traditional environment monitoring methods utilizing expensive and complex instruments, we recognized that social media analysis is an efficient and feasible alternative to achieve this goal with the phenomenon that a growing number of people post their comments and feelings about their living environment on social media, such as blogs and personal websites. In this paper, we self-defined a term called the Environmental Quality Index (EQI to measure and represent people’s overall attitude and sentiment towards an area’s environmental quality at a specific time; it includes not only metrics for water and food quality but also people’s feelings about air pollution. In the experiment, a high sentiment analysis and classification precision of 85.67% was obtained utilizing the support vector machine algorithm, and we calculated and analyzed the EQI for 27 provinces in China using the text data related to the environment from the Chinese Sina micro-blog and Baidu Tieba collected from January 2015 to June 2016. By comparing our results to with the data from the Chinese Academy of Sciences (CAS, we showed that the environment evaluation model we constructed and the method we proposed are feasible and effective.

  1. Service quality of private hospitals: the Iranian patients' perspective.

    Science.gov (United States)

    Zarei, Asghar; Arab, Mohammad; Froushani, Abbas Rahimi; Rashidian, Arash; Ghazi Tabatabaei, S Mahmoud

    2012-02-02

    Highly competitive market in the private hospital industry has caused increasing pressure on them to provide services with higher quality. The aim of this study was to determine the different dimensions of the service quality in the private hospitals of Iran and evaluating the service quality from the patients' perspective. A cross-sectional study was conducted between October and November 2010 in Tehran, Iran. The study sample was composed of 983 patients randomly selected from 8 private general hospitals. The study questionnaire was the SERVQUAL questionnaire, consisting of 21 items in service quality dimensions. The result of factor analysis revealed 3 factors, explaining 69% of the total variance. The total mean score of patients' expectation and perception was 4.91(SD = 0.2) and 4.02(SD = 0.6), respectively. The highest expectation and perception related to the tangibles dimension and the lowest expectation and perception related to the empathy dimension. The differences between perception and expectation were significant (p SERVQUAL is a valid, reliable, and flexible instrument to monitor and measure the quality of the services in private hospitals of Iran. Our findings clarified the importance of creating a strong relationship between patients and the hospital practitioners/personnel and the need for hospital staff to be responsive, credible, and empathetic when dealing with patients.

  2. HOTEL MANAGEMENT AND QUALITY OF HOTEL SERVICES

    Directory of Open Access Journals (Sweden)

    Ivica Batinić

    2016-01-01

    Full Text Available In conditions of increasing global competition, demands and needs of consumers, quality and quality management have become fundamental strategic factors of achieving profitability and competitiveness on the relentless tourism market. Any serious "top" hotel management, with a defined mission, vision and goals, must define a "special policy" of improving the quality of hotel services through "structural programs of quality improvement," which have become an important factor in the hotel business. With the design, introduction and control of a "special program" of quality improvement of hotel services, hotel management can have a positive impact on increasing satisfaction of customers and human resources, increasing competitiveness and market power of the hotel, the rationalization of operating costs and enhance the reputation and value of the hotel on the demanding tourist market.

  3. 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...

  4. Data Quality Monitoring Display for ATLAS experiment

    CERN Document Server

    Ilchenko, Y; The ATLAS collaboration; Corso-Radu, A; Hadavand, H; Kolos, S; Slagle, K; Taffard, A

    2009-01-01

    The start of collisions at the LHC brings with it much excitement and many unknowns. It’s essential at this point in the experiment to be prepared with user-friendly tools to quickly and efficiently determine the quality of the data. Easy visualization of data for the shift crew and experts is one of the key factors in the data quality assessment process. The Data Quality Monitoring Display (DQMD) is a visualization tool for the automatic data quality assessment of the ATLAS experiment. It is the interface through which the shift crew and experts can validate the quality of the data being recorded or processed, be warned of problems related to data quality, and identify the origin of such problems. This tool allows great flexibility for visualization of results from automatic histogram checking through custom algorithms, the configuration used to run the algorithms, and histograms used for the check, with an overlay of reference histograms when applicable. The display also supports visualization of the resu...

  5. [Evaluation of the quality control system in blood transfusion service].

    Science.gov (United States)

    Jovanović, R

    2000-01-01

    Implementation of quality system improvement at the Blood Transfusion Institute Novi Sad, included adjustments in practice to the request of ISO 9001 standard. Quality improvement must be a permanent activity of the Institute. The audit is a management tool for monitoring the quality assurance system and is either a quality audit or a medical audit. A well planned, comprehensive quality audit covers each activity of the Blood Transfusion Institute. The procedures may be internal or external. Quality manager is responsible for annual internal quality audits. The purpose of internal audits is to check the efficiency of the quality system in terms of realization of quality policy, fulfullment of designed targets and implementation of quality system documents. An internal quality audit is performed in accordance with the procedure and audit findings are reported to the management in a form of internal quality report as a part of quality system review. The findings must be communicated to all persons responsible for the controlled area. Quality manager can initiate an internal quality audit whenever it is realized that problems about the quality system have occurred. Audits are conducted by the quality manager or an audit team. The accurate list of internal auditors is kept in the Institute archive. Medical audit carried out by a transfusion committee, evaluates the quality of blood transfusion for determining the degree of compliance with established local or national guidelines, in order to promote optimal transfusion practice. Audits are not only used for determining further quality management activities, but also make basis for creating and maintenance of excellent relations with product and service users. Considering all this, Blood Transfusion Institute exceeds the requirements of ISO 9000 standards series.

  6. Air Quality System (AQS) Monitoring Network, EPA OAR OAQPS

    Data.gov (United States)

    U.S. Environmental Protection Agency — This GIS dataset contains points which depict air quality monitors within EPA's Air Quality System (AQS) monitoring network. This dataset is updated weekly to...

  7. Data Quality Monitoring of the CMS Tracker

    International Nuclear Information System (INIS)

    Dutta, Suchandra

    2011-01-01

    The Data Quality Monitoring system for the Tracker has been developed within the CMS Software framework. It has been designed to be used during online data taking as well as during offline reconstruction. The main goal of the online system is to monitor detector performance and identify problems very efficiently during data collection so that proper actions can be taken to fix it. On the other hand any issue with data reconstruction or calibration can be detected during offline processing using the same tool. The monitoring is performed using histograms which are filled with information from raw and reconstructed data computed at the level of individual detectors. Furthermore, statistical tests are performed on these histograms to check the quality and flags are generated automatically. Results are visualized with web based graphical user interfaces. Final data certification is done combining these automatic flags and manual inspection. The Tracker DQM system has been successfully used during cosmic data taking and it has been optimised to fulfill the condition of collision data taking. In this paper we describe the functionality of the CMS Tracker DQM system and the experience acquired during proton-proton collision.

  8. Implementation guide for Hanford Analytical Services Quality Assurance Plan

    International Nuclear Information System (INIS)

    1994-09-01

    This implementation guide for the Hanford Analytical Services Quality Assurance Plan (HASQAP) was developed by the US Department of Energy, Richland Operations Office (RL) Waste Management Division, Analytical Services Branch. This plan formally presents RL's direction for Hanford Sitewide implementation of the HASQAP. The HASQAP establishes a uniform standard for quality requirements to meet US Department of Energy Order 5700.6C, Quality Assurance (10 CFR 830.120, ''Quality Assurance Requirements''), and is intended to satisfy the Hanford Federal Facility Agreement and Consent Order (Tri-Party Agreement) requirements for ''Guidance on Preparation of Laboratory Quality Assurance Plans''. The quality assurance criteria specified in the HASQAP shall serve as a baseline for implementing quality management systems for the laboratories that provide analytical services, for data requesters and users, and for oversight organizations that monitor the data-generation process. Affected organizations shall implement the HASQAP requirements that are applicable to their work scope. Full implementation of the HASQAP is scheduled to occur by August 1995. RL will work with the US Environmental Protection Agency (EPA) and Washington State Department of Ecology (Ecology) to have the HASQAP document incorporated into Appendix F of the Tri-Party Agreement by early Fiscal Year 1996

  9. SAMIRA - SAtellite based Monitoring Initiative for Regional Air quality

    Science.gov (United States)

    Schneider, Philipp; Stebel, Kerstin; Ajtai, Nicolae; Diamandi, Andrei; Horalek, Jan; Nicolae, Doina; Stachlewska, Iwona; Zehner, Claus

    2016-04-01

    Czech Republic, and the Gorj County in Romania. All data products shall undergo a quality control, i.e. robust and independent validation. The SAMIRA consortium will further work towards a pre-operational system for improved PM10 forecasts using observational (in situ and satellite) data assimilation. SAMIRA aims to maximize project benefits by liaison with national and regional environmental protection agencies and health institutions, as well as related ESA and European initiatives such as the Copernicus Atmospheric Monitoring Services (CAMS).

  10. 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

  11. Improving quality of service in the internet

    OpenAIRE

    Flückiger, François

    2000-01-01

    The Internet transport technology was designed to be robust, resilient to link or node outages, and with no single point of failure. The resulting connectionless system supports what is called a "best effort datagram delivery service", the perfo rmance of which is often greatly unpredictable. To improve the predictability of IP-based networks, several Quality of Service technologies have been designed over the past decade. The first one, RSVP, based on reservation of resources, is operational...

  12. The Danish Air Quality Monitoring Programme

    DEFF Research Database (Denmark)

    Kemp, K.; Palmgren, F.

    The Danish Air Quality Monitoring Programme (LMP) was started in 1982 as the first nation-wide urban air pollution monitoring programme in Denmark. The programme has been adjusted to the pollution pattern by two revisions. The present phase (LMP III) was started in 1992. From 2000 a new phase...... continuously in order to improve the knowledge about the NO, NO2 and O3 problem complex. At the rural site outside Copenhagen the same program is conducted as at the street stations with the inclusion of O3. Only NO, NO2 and O3 are reported from the other rural site. Air quality limit values have been...... and plants. The new EU Directives introduce revised standards for NO2, SO2, particles (PM10) and Pb. They are implemented through the first "daughter" Directive to the Air Quality Framework Directive. It was adopted by the EU council in April 1999. The new limit values shall be in force from January 2001 (18...

  13. Student Perceptions on Service Quality of Higher Education: an Empirical Study

    OpenAIRE

    Rahayu, Fatik; Murtanto, Murtanto; Ekasari, Ayu

    2007-01-01

    Educational literatures suggest that there is mounting pressure from customers of higher education to close the gap between their expectation of institutional performance and the actual performance (Widrick et al., 2002; Pariseau and Mc Daniel, 1997; Shank et al., 1995). Therefore, it is imperative that higher educations actively monitor the quality of their service. This study deals with measuring the service quality in higher education. The service quality of higher education in this resear...

  14. Perceived Service Quality models: Are They Still Relevant?

    OpenAIRE

    Polyakova, Olga; Mirza, Mohammed T.

    2015-01-01

    This paper reviews the concept of perceived service quality and provides an update to the body of service quality knowledge. It consolidates the pathway of perceived service quality concept, from its emergence to the research model’s development. It also critically reviews service characteristics as prerequisites of perceived service quality conceptualisation. The examination of six perceived service quality models is intended to identify a superior model that could be used by further researc...

  15. Evaluation of headache service quality indicators

    DEFF Research Database (Denmark)

    Katsarava, Zaza; Gouveia, Raquel Gil; Jensen, Rigmor

    2015-01-01

    that deficiencies in headache care worldwide might be recognized and rectified. These indicators themselves require evaluation and proof of fitness for purpose. This pilot study begins this process. METHODS: We tested the quality indicators in the tertiary headache centres of the University of Duisburg...... of ensuring equal access to the services); and over protocols for reporting serious adverse events. CONCLUSION: This pilot study to assess feasibility of the methods and acceptability of the instruments of headache service quality evaluation was successful. The project is ready to be taken into its next...

  16. Factors that Influence Quality Service of Teachers

    Directory of Open Access Journals (Sweden)

    M. Nur Mustafa

    2013-07-01

    Full Text Available Education as a profession requires a thorough commitment and sincerity among educators in guiding and shaping the patterns of learning toward forming identities and lead change in the students. As an adult with a lot of knowledge and experience, classroom becomes an important medium for the delivery and access to knowledge to the students in an instructional condition that effectively and efficiently. Therefore, all educators need to prepare themselves to face challenges to deal with children as a leader in charge in constructing a conducive and persuasive educational relationship. Important characteristics in this context is how to create a memorable delivery systems that meet the standard qualities and aligned with the education laws enforced. As a teacher who has received training from experts and civil servants thus all actions taken should be sincere, open, meet the service specification that gives attention to the self-esteem of the students with a good service, quality, and meet their needs. Therefore, this study will discuss the main factors that affect the quality of service to the students among the teachers namely motivation and professional competence. Selected samples in this study were 327 teachers from Secondary School in Pekanbaru. This study has shown a clear interest in improving the quality of motivation and the quality of service of teachers to the students. The aspects of the professional competence of teachers are still experiencing problems in applying the knowledge and skills to lead and manage the classroom inrealizing   a conducive environment.

  17. Air Qualitymonitoring and modelling

    Directory of Open Access Journals (Sweden)

    Marius DEACONU

    2012-12-01

    Full Text Available Air pollution is a major concern for all nations, regardless of their development. The rapid growth of the industrial sector and urban development have lead to significant quantities of substances and toxic materials, mostly discharged into the atmosphere and having adverse effects both on human health and environment in general. Human society has to recognize that environment has only a limited capacity to process all of its waste without major changes. Each of us is a pollutant but also a victim of pollution. If monitoring of air pollutants is particularly important for assessing the air quality at any moment, by modelling the monitoring data spectacular results are obtained both through the factor analysis and identification of potential pollution mitigation measures. Latest equipment and techniques come and support these problems giving medium and long term solutions.

  18. U.S. Forest Service Region 1 Lake Chemistry, NADP, and IMPROVE air quality data analysis

    Science.gov (United States)

    Jill Grenon; Mark Story

    2009-01-01

    This report was developed to address the need for comprehensive analysis of U.S. Forest Service (USFS) Region 1 air quality monitoring data. The monitoring data includes Phase 3 (long-term data) lakes, National Atmospheric Deposition Program (NADP), and Interagency Monitoring of Protected Visual Environments (IMPROVE). Annual and seasonal data for the periods of record...

  19. Utility service quality - telecommincations, electricity, water

    Energy Technology Data Exchange (ETDEWEB)

    Holt, L. [Florida Univ., Gainesville, FL (United States). Public Utility Research Center

    2005-09-01

    This survey of quality-of-service issues raised by regulation identifies 12 steps for promoting efficient sector performance. First, regulators must identify objectives and prioritize them. Inter-agency coordination is often required to establish targets. Regulators must also determine a process for selecting measures and an appropriate method for evaluating them. Finally, performance incentives must be established and outcomes periodically reviewed. Telecommunications, electricity, and water all have multiple dimensions of quality that warrant careful attention. (Author)

  20. 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.

  1. Model based monitoring of stormwater runoff quality

    DEFF Research Database (Denmark)

    Birch, Heidi; Vezzaro, Luca; Mikkelsen, Peter Steen

    2012-01-01

    the information obtained about MPs discharged from the monitored system. A dynamic stormwater quality model was calibrated using MP data collected by volume-proportional and passive sampling in a storm drainage system in the outskirts of Copenhagen (Denmark) and a 10-year rain series was used to find annual...... average and maximum event mean concentrations. Use of this model reduced the uncertainty of predicted annual average concentrations compared to a simple stochastic method based solely on data. The predicted annual average obtained by using passive sampler measurements (one month installation...

  2. Continuous Hydrologic and Water Quality Monitoring of Vernal Ponds.

    Science.gov (United States)

    Mina, Odette; Gall, Heather E; Chandler, Joseph W; Harper, Jeremy; Taylor, Malcolm

    2017-11-13

    Vernal ponds, also referred to as vernal pools, provide critical ecosystem services and habitat for a variety of threatened and endangered species. However, they are vulnerable parts of the landscapes that are often poorly understood and understudied. Land use and management practices, as well as climate change are thought to be a contribution to the global amphibian decline. However, more research is needed to understand the extent of these impacts. Here, we present methodology for characterizing a vernal pond's morphology and detail a monitoring station that can be used to collect water quantity and quality data over the duration of a vernal pond's hydroperiod. We provide methodology for how to conduct field surveys to characterize the morphology and develop stage-storage curves for a vernal pond. Additionally, we provide methodology for monitoring the water level, temperature, pH, oxidation-reduction potential, dissolved oxygen, and electrical conductivity of water in a vernal pond, as well as monitoring rainfall data. This information can be used to better quantify the ecosystem services that vernal ponds provide and the impacts of anthropogenic activities on their ability to provide these services.

  3. Physical soil quality indicators for monitoring British soils

    Science.gov (United States)

    Corstanje, Ron; Mercer, Theresa G.; Rickson, Jane R.; Deeks, Lynda K.; Newell-Price, Paul; Holman, Ian; Kechavarsi, Cedric; Waine, Toby W.

    2017-09-01

    Soil condition or quality determines its ability to deliver a range of functions that support ecosystem services, human health and wellbeing. The increasing policy imperative to implement successful soil monitoring programmes has resulted in the demand for reliable soil quality indicators (SQIs) for physical, biological and chemical soil properties. The selection of these indicators needs to ensure that they are sensitive and responsive to pressure and change, e.g. they change across space and time in relation to natural perturbations and land management practices. Using a logical sieve approach based on key policy-related soil functions, this research assessed whether physical soil properties can be used to indicate the quality of British soils in terms of their capacity to deliver ecosystem goods and services. The resultant prioritised list of physical SQIs was tested for robustness, spatial and temporal variability, and expected rate of change using statistical analysis and modelling. Seven SQIs were prioritised: soil packing density, soil water retention characteristics, aggregate stability, rate of soil erosion, depth of soil, soil structure (assessed by visual soil evaluation) and soil sealing. These all have direct relevance to current and likely future soil and environmental policy and are appropriate for implementation in soil monitoring programmes.

  4. Physical soil quality indicators for monitoring British soils

    Directory of Open Access Journals (Sweden)

    R. Corstanje

    2017-09-01

    Full Text Available Soil condition or quality determines its ability to deliver a range of functions that support ecosystem services, human health and wellbeing. The increasing policy imperative to implement successful soil monitoring programmes has resulted in the demand for reliable soil quality indicators (SQIs for physical, biological and chemical soil properties. The selection of these indicators needs to ensure that they are sensitive and responsive to pressure and change, e.g. they change across space and time in relation to natural perturbations and land management practices. Using a logical sieve approach based on key policy-related soil functions, this research assessed whether physical soil properties can be used to indicate the quality of British soils in terms of their capacity to deliver ecosystem goods and services. The resultant prioritised list of physical SQIs was tested for robustness, spatial and temporal variability, and expected rate of change using statistical analysis and modelling. Seven SQIs were prioritised: soil packing density, soil water retention characteristics, aggregate stability, rate of soil erosion, depth of soil, soil structure (assessed by visual soil evaluation and soil sealing. These all have direct relevance to current and likely future soil and environmental policy and are appropriate for implementation in soil monitoring programmes.

  5. Factors Determining e-Learning Service Quality

    Science.gov (United States)

    Uppal, Muhammad Amaad; Ali, Samnan; Gulliver, Stephen R.

    2018-01-01

    e-Learning courses are fast becoming common-place, yet the success of these online courses varies considerably. Since limited research addresses the issue of e-learning quality (ELQ) of service in higher education environments, there is an increasing need to effectively assess ELQ. In this paper, we argue that to obtain a satisfactory e-learning…

  6. Service quality of cloud-based applications

    CERN Document Server

    Bauer, Eric

    2014-01-01

    This book explains why applications running on cloud might not deliver the same service reliability, availability, latency and overall quality to end users as they do when the applications are running on traditional (non-virtualized, non-cloud) configurations, and explains what can be done to mitigate that risk.

  7. Quality of Service in the Internet

    Indian Academy of Sciences (India)

    Home; Journals; Resonance – Journal of Science Education; Volume 10; Issue 3. Quality of Service in the Internet. Prashant Bharadwaj. General Article Volume 10 Issue 3 March 2005 pp 57-70. Fulltext. Click here to view fulltext PDF. Permanent link: https://www.ias.ac.in/article/fulltext/reso/010/03/0057-0070. Keywords.

  8. Fault Isolation and quality assessment for shipboard monitoring

    DEFF Research Database (Denmark)

    Lajic, Zoran; Nielsen, Ulrik Dam; Blanke, Mogens

    2010-01-01

    system and to improve multi-sensor data fusion for the particular system. Fault isolation is an important part of the fault tolerant design for in-service monitoring and decision support systems for ships. In the paper, a virtual example of fault isolation will be presented. Several possible faults...... will be simulated and isolated using residuals and the generalized likelihood ratio (GLR) algorithm. It will be demonstrated that the approach can be used to increase accuracy of sea state estimations employing sensor fusion quality test....

  9. Monitoring the LHCb data quality system

    CERN Multimedia

    Baranov, Alexander

    2016-01-01

    Monitoring the quality of the data, DQM, is crucial in a high-energy physics experiment to ensure the correct functioning of the apparatus during the data taking. DQM at LHCb is carried out in two phase. The first one is performed on-site, in real time, using unprocessed data directly from the LHCb detector, while the second, also performed on-site, requires the reconstruction of the data selected by the LHCb trigger system and occurs with some delay. For the Run II data taking the LHCb collaboration has re-engineered the DQM protocols and the DQM graphical interface, moving the latter to a web-based monitoring system, called Monet, thus allowing researchers to perform the second phase off-site. In order to support the operator's task, Monet is also equipped with an automated, fully configurable, alarm system, thus allowing its use not only for DQM purposes, but also to track and assess the quality of LHCb software and simulation.

  10. 40 CFR 130.4 - Water quality monitoring.

    Science.gov (United States)

    2010-07-01

    ... QUALITY PLANNING AND MANAGEMENT § 130.4 Water quality monitoring. (a) In accordance with section 106(e)(1...; developing and reviewing water quality standards, total maximum daily loads, wasteload allocations and load... 40 Protection of Environment 21 2010-07-01 2010-07-01 false Water quality monitoring. 130.4...

  11. Quality and Safety of Home ICP Monitoring Compared with In-Hospital Monitoring

    DEFF Research Database (Denmark)

    Andresen, Morten; Juhler, Marianne; Munch, Tina Nørgaard

    2012-01-01

    Introduction: Intracranial pressure (ICP) monitoring is usually conducted in-hospital using stationary devices. Modern mobile ICP monitoring systems present new monitoring possibilities more closely following the patients' daily life. We reviewed patient safety, quality of technical data...

  12. Air quality monitoring: its use by the technical service of Angers city; Surveillance de la qualite de l'air: sa prise en compte au niveau du service technique de la ville d'Angers

    Energy Technology Data Exchange (ETDEWEB)

    Decamps, D. [Mairie d' Angers, Dir. Environnement-Sante, 49 (France)

    2002-11-01

    This article presents the 'environment/public health' direction of the city of Angers (France) and its actions of spreading the technical information about air quality towards the general public. (J.S.)

  13. Sustainable quality systems for every Health Service

    International Nuclear Information System (INIS)

    Touzet, Rodolfo; Pittaluga, Roberto R.

    2008-01-01

    The implementation of a Quality system is an indispensable requirement to assure the protection and the radiological safety, especially in those facilities where the potential risks are important. One of the 'general conclusions' of the Conference of Malaga (to achieve the RPP) is also the implementation of quality systems. Lamentably the great majority of the Services of Health in the world, more than 95 %, has not nowadays any formal quality system but only any elements what can be named a 'natural quality system' that includes protocols of work, records of several processes, certified of training of the personnel and diverse practices that are realized in systematic form but that not always are documented. Most health services do not have the necessary means available to adhere quickly to international standards. At the same time the health services do not have either qualified or trained personnel to lead a certification or accreditation project and most of them do not have the resources available to hire external consultants, especially the public hospitals. The scenario described represents a challenge for the Regulatory Authorities who must determine 'how to ensure that installations comply with an acceptable standard of quality without it placing an impossible strain on their budget?' Due to these circumstances a 'Basic Guide' has developed for the implementation of a quality system in every Health Service that takes the elements as a foundation of the standard ISO - 9000:2000 and the standard for systems management GSR-3 of the IAEA. The criteria and the methodologies are showed in the presentation. (author)

  14. Linking Service Quality Attributes To Customer Satisfaction in The ...

    African Journals Online (AJOL)

    The purpose of the study was to determine the service quality dimensions of mobile phone services-network performance, service reliability and service accessibility, and to ex-amine the service quality/customer satisfaction link within the context of mobile phone services. An exploratory research design using a quantitative ...

  15. 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.

  16. A Robust Optimization Approach for Improving Service Quality

    OpenAIRE

    Andreas C. Soteriou; Richard B. Chase

    2000-01-01

    Delivering high quality service during the service encounter is central to competitive advantage in service organizations. However, achieving such high quality while controlling for costs is a major challenge for service managers. The purpose of this paper is to present an approach for addressing this challenge. The approach entails developing a model linking service process operational variables to service quality metrics to provide guidelines for service resource allocation. The approach en...

  17. Implantation of a new certification systematic of external individual monitoring services in Brazil

    International Nuclear Information System (INIS)

    Salati, Ivan P.A.; Cunha, Paulo G. da; Mauricio, Claudia L.P.; Mota, Helvecio C.; Ramos, Manoel M.O.; Silva, Teogenes A. da

    1996-01-01

    Brazilian regulations for External Individual Monitoring Services (SMIE) were established since 1981 and they weren't able to accomplish that these services reached the standards of quality assurance programs appointed for both national and international recommendations. Intercomparisons and audits took in course in 80's showed the necessity of improving the quality of services operating in Brazil. These services are responsible for monitoring more than 40.000 workers in this country. In 1992, the Committee of Assessment of External Individual Monitoring (named CASMIE) was created in the Instituto de Radioprotecao e Dosimetria (IRD/CNEN) in the aim of developing technical standards and to propose new procedures of SMIEs accreditation by Comissao Nacional de Energia Nuclear (CNEN). The new procedures are implemented in 1995. In this work, the relevant aspects of this process are presented, as well as a summary of the technical documents that were developed by CASMIE. (author)

  18. Quality assurance in individual monitoring of ionizing radiation

    International Nuclear Information System (INIS)

    Julius, H.W.

    1988-01-01

    In todays world, where competition gets tougher, there is a growing consciousness of Quality Assurance (QA) and Quality Control (QC) being key elements to success. This does not only apply o manufacturing of industrial products, it is equally true for public services. Because of the increasing awareness in our modern societies of the quality of life and hence of optimal health care and general safety, it is also the general public that calls for 'products' of the highest possible quality. Good examples of the latter are the continuously improving safety standards for automobiles, for medical diagnostic imaging and for the working environment. Therefore, QA unquestionably plays a vital role in individual monitoring of ionizing radiation, especially since the media talked so many into some sort of radiation phobia. In the following an attempt is made to roughly outline some aspects that may come into play if QA is applied to routine personnel dosimetry. The author wants to emphasize that the subject, which has hardly been dealt with in the professional literature on radiation dosimetry, is a rather 'soft' one. There may be a large number of different approaches to QA, depending on special local situations and individual - sometimes national - views. It should therefore be considered as a general guide, provided in the form of (check)lists containing items of interest in routine monitoring

  19. ASPECTS OF SERVICE QUALITY AND ECOLABELLING OF ROMANIAN LODGING SERVICES

    Directory of Open Access Journals (Sweden)

    Tomescu Ada Mirela

    2011-07-01

    Full Text Available Tourism has a significant environmental, economic and socio-cultural impact, which makes it important for environmental initiatives.The Rio Earth Summit (1992 was a milestone for these initiatives, having introduced the concept of sustainable development, its major principles and recommendations of implementation. So, the ecological movement grew globally more and more by widely disseminated actions among various bodies as the governments, associations, businesses, academics, NGOs and communities.In European Union eco-labelling scheme, is a voluntary initiative to promote products and services which have the potential to reduce negative environmental impacts, as compared to the other products and services in the same product or service group, thus contributing to the efficient use of resources and a high level of environmental protection. This shall be pursued through the provision of guidance and accurate, non-deceptive and scientifically based information to consumers on such products and services. In fact this is official approach known as EU-Ecolabel Scheme, launched in 2005.In general, the idea of sustainable development, and eco-attitude of many of the activities carried out in different economic sectors have been encouraged to be certified, and to adopt sustainable practices to improve their environmental practices, and to inform and educate their clients regarding their friendly-environmental policies. The tourism sector adopted all of these.One by one in hospitality industry have emerged new trends, new destinations. Some of these trends are as well connected to environmental policy, eco-initiatives that certify EMS (Environmental Management System and to use of eco-label in hospitality industry.For years, the tourism sector in Romania was declared a strategic sector. Within this framework, we decided to examine this area, the specific topic of eco-labelling and quality of lodging services in Romania. This paper proposes a short

  20. Water quality monitoring for high-priority water bodies in the Sonoran Desert network

    Science.gov (United States)

    Terry W. Sprouse; Robert M. Emanuel; Sara A. Strorrer

    2005-01-01

    This paper describes a network monitoring program for “high priority” water bodies in the Sonoran Desert Network of the National Park Service. Protocols were developed for monitoring selected waters for ten of the eleven parks in the Network. Park and network staff assisted in identifying potential locations of testing sites, local priorities, and how water quality...

  1. 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.

  2. Monitoring Water Quality in the Future, Volume 3: Biomonitoring

    NARCIS (Netherlands)

    Zwart D de; ECO

    1995-01-01

    In general terms the problems with the existing water quality monitoring approach concern effective and efficient monitoring strategies. In 1993 the project "Monitoring water quality in the future" started in order to address these problems which will only increase in the future. In the framework of

  3. ANALYSIS OF PERCEIVED QUALITY OF EDUCATION SERVICE

    Directory of Open Access Journals (Sweden)

    Murwatiningsih Murwatiningsih

    2015-03-01

    Full Text Available This study aims to determine the descriptive overview of the quality of education services consisting. The location of this research was at the Economics Faculty of Semarang State University, and the object of the study was student at semester VII of the Economics Faculty. The population of this study was 620 students in the academic year of 2014/2015. Proportional cluster ranom sampling technique was utilized to get 186 samples. The method of collecting data using questionnaires, whereas method of data analysis using non-parametric statistics (descriptive percentages.The result shows that the quality of education services, which can be seen from the dimensions of relevance, efficiency, effectiveness, accountability, responsiveness, creativity, productivity, academic abilities, empathy, and appearance, are perceived well by students. However, this result has not optimal yet, especially on the dimensions of relevance, efficiency and effectiveness.

  4. 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.

  5. Service quality in consumer's credit branch

    OpenAIRE

    Blechová, Věra

    2008-01-01

    The diploma thesis deals with consumer's credit grants of banking and non-banking corporations and comparison of their service quality. The first part of research is dedicated to consumer's knowledge of credit issues. Second describes main difficulties of consumer's credit grants of banking and non-banking corporations and proves their use of unfair manners. The final part of thesis propose improvements, which will boost consumer's protection on field of consumer's credits.

  6. Periodicity of TLD badge personnel monitoring service in India

    International Nuclear Information System (INIS)

    Kher, R.K.; Joshi, V.D.; Kaushik, Aruna; Sharma, Amiy; Chatterjee, S.

    2003-01-01

    The periodicity of an individual monitoring service is an important aspect. Presently minimum period for TLD badge service is maintained as 'calendar month' and choice of quarterly service is also offered. The periodicity of the TLD service for a given category/application type of institution, is to be fixed taking into account level of average occupational doses in all or typical institutions of given category and other information indicating the status of safety and possible fluctuations of exposure levels and potential for overexposure cases. This paper presents the status on the periodicity of TLD Badge Service as is evolved and adopted for the four broad categories i.e. DAE (Nuclear Fuel Cycle) Institutions, Industrial, Medical, Research institutions. It is concluded that quarterly service is a convenient option for institution categories where type of work/workload, and work practices are such that occupational exposures could be normally kept below about one mSv or so in the monitoring period, average annual dose less than 1 mSv and persons receiving annual dose >10 mSv is less than 1% of total in the category. Also, the judicious use of the flexibility in the periodicity of TLD Badge service would help (i) to keep the monitoring related workload to the optimum for the monitoring units and (ii) to keep the expenses incurred by the institution towards monitoring to the minimum without sacrificing radiation safety (iii) to focus the extra monitoring efforts on the applications/situations requiring improvement in radiation safety. (author)

  7. A Water Quality Monitoring Programme for Schools and Communities

    Science.gov (United States)

    Spellerberg, Ian; Ward, Jonet; Smith, Fiona

    2004-01-01

    A water quality monitoring programme for schools is described. The purpose of the programme is to introduce school children to the concept of reporting on the "state of the environment" by raising the awareness of water quality issues and providing skills to monitor water quality. The programme is assessed and its relevance in the…

  8. 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.

  9. 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…

  10. 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.

  11. Authorization for the functioning of service laboratories for personal monitoring

    International Nuclear Information System (INIS)

    1981-10-01

    The requirements of the Brazilian CNEN (Comissao Nacional de Energia Nuclear) are established for the construction licensing and operation authorization of laboratories offering personnel monitoring services for external exposures to X-and gamma radiation. (I.C.R.) [pt

  12. Optimization in mammography - monthly monitoring of image quality at the state of Minas Gerais, Brazil

    International Nuclear Information System (INIS)

    Joana, Georgia S.; Andrade, Mauricio C. de; Silva, Sabrina D. da; Silva, Rafael R. da; Cesar, Adriana C.Z.; Oliveira, Mauricio de; Peixoto, Joao E.

    2011-01-01

    The State Program of Quality Control in Mammography (PECQMamo) of the state of Minas Gerais was established in 2004 and consists of tests for evaluation of image quality and performance of equipment used in the diagnosis of breast cancer, and evaluation the infrastructure of mammography centers. The monthly monitoring of image quality in mammography is part of this program that has been executed since May 2009 with a character essentially educational. In the assessment of individual services that participate in the monthly monitoring, there was an increased percentage of average annual compliance from 2009 to 2010 in all 85 services with the exception of one service. Therefore, evolution of the performance of the services evaluated, since the program began, shows a positive impact on the numbers, confirming the relevance of this type of operation of Sanitary Surveillance in the area of quality in mammography. (author)

  13. Evaluating service quality in the Durban freight transportation industry

    Directory of Open Access Journals (Sweden)

    Jeevarathnam P. Govender

    2011-11-01

    Full Text Available This paper evaluates service quality in the Durban freight transportation industry, in which a high degree of competition exists. Previous measurements of service quality in the industry have been casual gauges, rather than a formalised process. This paper makes a contribution by examining the level of service quality, specifically from a tangibles, reliability and responsiveness perspective, thereby identifying service quality gaps which need to be closed, with a view to raising service quality levels in the industry. The SERVQUAL instrument has been used to measure service quality levels administered to 500 of the industry’s active customers, i.e. organisations utilising the services of the freight transportation industry. The targeted respondents were managers responsible for logistics in their organisations. It was found that gaps existed between expectations and perceptions of service quality on 14 of the 15 measured items. Recommendations are made as to how the industry can improve its service quality levels.

  14. Quality Assurance Project Plan for Facility Effluent Monitoring Plan activities

    International Nuclear Information System (INIS)

    Frazier, T.P.

    1994-01-01

    This Quality Assurance Project Plan addresses the quality assurance requirements for the activities associated with the Facility Effluent Monitoring Plans, which are part of the overall Hanford Site Environmental Protection Plan. This plan specifically applies to the sampling and analysis activities and continuous monitoring performed for all Facility Effluent Monitoring Plan activities conducted by Westinghouse Hanford Company. It is generic in approach and will be implemented in conjunction with the specific requirements of the individual Facility Effluent Monitoring Plans

  15. Factor selection for service quality evaluation: a hospital case study.

    Science.gov (United States)

    Ameryoun, Ahmad; Najafi, Seyedvahid; Nejati-Zarnaqi, Bayram; Khalilifar, Seyed Omid; Ajam, Mahdi; Ansarimoghadam, Ahmad

    2017-02-13

    Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension's influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor's impact on the PSQI. Findings A new service quality dimension named "trust in services" was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital's service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. "Trust in services" has the strongest influence on PSQI followed by "tangibles," "assurance," "empathy," and "responsiveness," respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors' impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.

  16. Service quality and clinical outcomes: an example from mental health rehabilitation services in England.

    Science.gov (United States)

    Killaspy, Helen; Marston, Louise; Omar, Rumana Z; Green, Nicholas; Harrison, Isobel; Lean, Melanie; Holloway, Frank; Craig, Tom; Leavey, Gerard; King, Michael

    2013-01-01

    Current health policy assumes better quality services lead to better outcomes. To investigate the relationship between quality of mental health rehabilitation services in England, local deprivation, service user characteristics and clinical outcomes. Standardised tools were used to assess the quality of mental health rehabilitation units and service users' autonomy, quality of life, experiences of care and ratings of the therapeutic milieu. Multiple level modelling investigated relationships between service quality, service user characteristics and outcomes. A total of 52/60 (87%) National Health Service trusts participated, comprising 133 units and 739 service users. All aspects of service quality were positively associated with service users' autonomy, experiences of care and therapeutic milieu, but there was no association with quality of life. Quality of care is linked to better clinical outcomes in people with complex and longer-term mental health problems. Thus, investing in quality is likely to show real clinical gains.

  17. Online compliance monitoring of service landscapes

    NARCIS (Netherlands)

    Werf, van der J.M.E.M.; Verbeek, H.M.W.; Fournier, F.; Mendling, J.

    2015-01-01

    Today, it is a challenging task to keep a service application running over the internet safe and secure. Based on a collection of security requirements, a so-called golden configuration can be created for such an application. When the application has been configured according to this golden

  18. Optimizing quality, service, and cost through innovation.

    Science.gov (United States)

    Walker, Kathleen; Allen, Jennifer; Andrews, Richard

    2011-01-01

    With dramatic increases in health care costs and growing concerns about the quality of health care services, nurse executives are seeking ways to transform their organizations to improve operational and financial performance while enhancing quality care and patient safety. Nurse leaders are challenged to meet new cost, quality and service imperatives, and change cannot be achieved by traditional approaches, it must occur through innovation. Imagine an organization that can mitigate a $56 million loss in revenue and claim the following successes: Increase admissions by a 8 day and a $5.5 million annualized increase by repurposing existing space. Decrease emergency department holding hours by an average of 174 hours a day, with a labor savings of $502,000 annually. Reduce overall inpatient length of stay by 0.5 day with total compensation running $4.2 million less than the budget for first quarter of 2010. Grow emergency department volume 272 visits greater than budgeted for first quarter of 2010. Complete admission assessments and diagnostics in 90 minutes. This article will address how these outcomes were achieved by transforming care delivery, creating a patient transition center, enhancing outreach referrals, and revising admission processes through collaboration and innovation.

  19. Planning and monitoring the execution of web service requests

    NARCIS (Netherlands)

    Lazovik, Alexander; Aiello, Marco; Papazoglou, Mike

    2003-01-01

    Interaction with web services enabled marketplaces would be greatly facilitated if users were given a high level service request language to express their goals in complex business domains. This could be achieved by using a planning framework which monitors the execution of planned goals against

  20. E-Services quality assessment framework for collaborative networks

    Science.gov (United States)

    Stegaru, Georgiana; Danila, Cristian; Sacala, Ioan Stefan; Moisescu, Mihnea; Mihai Stanescu, Aurelian

    2015-08-01

    In a globalised networked economy, collaborative networks (CNs) are formed to take advantage of new business opportunities. Collaboration involves shared resources and capabilities, such as e-Services that can be dynamically composed to automate CN participants' business processes. Quality is essential for the success of business process automation. Current approaches mostly focus on quality of service (QoS)-based service selection and ranking algorithms, overlooking the process of service composition which requires interoperable, adaptable and secure e-Services to ensure seamless collaboration, data confidentiality and integrity. Lack of assessment of these quality attributes can result in e-Service composition failure. The quality of e-Service composition relies on the quality of each e-Service and on the quality of the composition process. Therefore, there is the need for a framework that addresses quality from both views: product and process. We propose a quality of e-Service composition (QoESC) framework for quality assessment of e-Service composition for CNs which comprises of a quality model for e-Service evaluation and guidelines for quality of e-Service composition process. We implemented a prototype considering a simplified telemedicine use case which involves a CN in e-Healthcare domain. To validate the proposed quality-driven framework, we analysed service composition reliability with and without using the proposed framework.

  1. Quality assurance programs from laboratories offering radiological protection services

    International Nuclear Information System (INIS)

    Marrero Garcia, M.; Prendes Alonso, M.; Jova Sed, L.; Morales Monzon, J.A.

    1998-01-01

    The implementation of an adequate program for quality assurance in institutions servicing radiological protection programs will become an additional tool to achieve security targets included in that program. All scientific and technical services offered by CPHR employ quality assurance systems

  2. Priorities to Advance Monitoring of Ecosystem Services Using Earth Observation.

    Science.gov (United States)

    Cord, Anna F; Brauman, Kate A; Chaplin-Kramer, Rebecca; Huth, Andreas; Ziv, Guy; Seppelt, Ralf

    2017-06-01

    Managing ecosystem services in the context of global sustainability policies requires reliable monitoring mechanisms. While satellite Earth observation offers great promise to support this need, significant challenges remain in quantifying connections between ecosystem functions, ecosystem services, and human well-being benefits. Here, we provide a framework showing how Earth observation together with socioeconomic information and model-based analysis can support assessments of ecosystem service supply, demand, and benefit, and illustrate this for three services. We argue that the full potential of Earth observation is not yet realized in ecosystem service studies. To provide guidance for priority setting and to spur research in this area, we propose five priorities to advance the capabilities of Earth observation-based monitoring of ecosystem services. Copyright © 2017 Elsevier Ltd. All rights reserved.

  3. Remote quality monitoring in the banana chain.

    Science.gov (United States)

    Jedermann, Reiner; Praeger, Ulrike; Geyer, Martin; Lang, Walter

    2014-06-13

    Quality problems occurring during or after sea transportation of bananas in refrigerated containers are mainly caused by insufficient cooling and non-optimal atmospheric conditions, but also by the heat generated by respiration activity. Tools to measure and evaluate these effects can largely help to reduce losses along the banana supply chain. The presented green life model provides a tool to predict the effect of deviating temperature, relative humidity, and CO2 and O2 gas concentrations on the storage stability of bananas. A second thermal model allows evaluation of the cooling efficiency, the effect of changes in packaging and stowage and the amount of respiration heat from the measured temperature curves. Spontaneous ripening causes higher respiration heat and CO2 production rate. The resulting risk for creation of hot spots increases in positions in which the respiration heat exceeds the available cooling capacity. In case studies on the transport of bananas from Costa Rica to Europe, we validated the models and showed how they can be applied to generate automated warning messages for containers with reduced banana green life or with temperature problems and also for remote monitoring of the ripening process inside the container.

  4. Advances in Air Quality Monitoring via Nanotechnology

    International Nuclear Information System (INIS)

    Baraton, Marie-Isabelle; Merhari, Lhadi

    2004-01-01

    Urban air pollution has become an inescapable issue due to its serious consequences on public health and, therefore, needs more accurate tracking through denser networks of air quality monitoring (AQM) stations. A higher density of these networks can be afforded by cities only if the costs of future individual AQM stations decrease. We review here the outcome of two European projects where our objective was to provide an alternative approach consisting in the development of cost-effective mobile microstations based on semiconductor sensors and capable of complementing the expensive and bulky current AQM stations. Improvement of the sensor sensitivity to detect very low levels of pollutants (CO, NO, NO 2 , O 3 ) in air was the major challenge to take up. This was achieved by using metal oxide nanosized particles with both controlled size and surface chemistry, and by adapting the screen-printing process to the nanometer size specificity. The detection thresholds for NO 2 , NO and O 3 of our nanoparticles-based sensors have been decreased by a factor of 3-5 compared to currently commercialized sensors. The lowest detectable concentration of CO has been reduced from 5 to 3 ppm without affecting the selectivity. In terms of sensitivity performance, our sensor prototypes can now meet the criteria for outdoor AQM whereas the commercial semiconductor and electrochemical sensors still cannot. As for the implementation of the network as a whole, our technological approach is outlined

  5. Quality assurance of radiation protection monitoring instruments in India

    International Nuclear Information System (INIS)

    Tripathi, S.M.; Daniel, Liji; Rao, Suresh; Sharma, D.N.

    2008-01-01

    Bhabha Atomic Research Centre (BARC) is the National Metrology Institute (NMI) for developing, maintaining and disseminating standards for ionizing radiation in India. Radiation Safety Systems Division (RSSD) of BARC has the requisite infrastructure in the form of experts, trained manpower, laboratories, equipment and facilities for providing calibration services to users and ascertaining traceability to international standards. It periodically participates in various international inter-comparisons. RSSD maintains reference radiation fields that are required for calibrating Radiation Protection Monitoring Instruments that form the backbone of the radiation monitoring programme for harnessing the benefits of nuclear energy and ionizing radiations. These instruments are type-tested and periodically calibrated at standard reference radiation fields to ensure their healthy working condition and fitness for their intended use. This paper describes the details of the standardization procedures adopted for reference radiation fields and infrastructure established and maintained at RSSD, BARC in accordance with the recommendations of ISO-4037. The paper describes the various tests that are carried out for radiation protection monitoring instrument to study the variation of the calibration factor with influencing quantities like linearity of response, energy response, angular dependence and overload characteristics. The results of these tests for typical instruments are also discussed. The present work also describes various types of indigenously developed radiation protection monitoring instruments and their performance characteristics. Adaptability of these instruments for the implementation of operational quantities are discussed briefly. It also dwells on the IAEA Quality Audit for radiation protection level calibrations, which RSSD has been participating since 2001. Our results of the quality audit are well within the acceptance limit (±7%) set by IAEA for the

  6. Managing service quality: Human resource management strategies

    Directory of Open Access Journals (Sweden)

    K. K. Govender

    2000-06-01

    Full Text Available This article reports the results of an empirical evaluation of a conceptual service encounter management model (Govender, 1999. The various hypotheses proposed to show a relationship between formal and informal socialisation strategies, and the bank employees' perception of the organisational climate and their role are empirically evaluated. Furthermore, the mediated effects of these socialization tactics on the bank customers perception of the service quality was also ascertained by matching a random sample of 210 bank employees with 1050 customers. Opsomming Hierdie artikel rapporteer die resultate van n empiriese evaluering van n konseptuele dienservaringsbestuursmodel (Govender, 1999. Verskeie hipoteses word voorgehou om n verband tussen formele en informele sosialise- ringstrategiee aan te toon, en die bankwerkers se persepsie van die organisatoriese klimaat en hulle rolle word empirics geevalueer.Verder word die modererende effek van hierdie sosialiseringstrategie op die bankkliente se persepsie van dienskwaliteit bepaal deur 'n ewekansige steekproefvan 210 bankwerkers met 1050 kliente af te paar.

  7. Management services, quality assurance, and safety

    International Nuclear Information System (INIS)

    Anon.

    1987-01-01

    Broad technical and administrative support for the programmatic research and development activities of the Fusion Energy Division is provided by the Management Services Section and by the division's quality assurance (QA) and safety programs. Support is provided through effective communication with division programmatic staff and through the coordination of resources from disciplines outside the division. The QA activity in the division emphasizes the development and documentation of a QA program that conforms to national standards, the review and approval of engineering documents, supplier surveillance, identification and documentation of nonconforming items, audits, and QA assessments/plans. The division's safety activities include a formal safety program, emergency planning activities, and environmental protection services. Efforts devoted to the removal of hazardous wastes from division facilities were expanded during 1986

  8. A study of the NRPB fast neutron personal monitoring service

    International Nuclear Information System (INIS)

    Bartlett, D.T.; Knight, A.; Marshall, T.O.

    1975-10-01

    The NRPB Fast Neutron Personal Monitoring Service has been reviewed and modifications have been, or are being, introduced to improve the accuracy and reliability of the nuclear emulsion dosemeter employed by the Service. This report presents the conclusions of the study. Experimental results of the investigations undertaken in the course of this study, together with full details of the dosemeter and Service, are appended. (author)

  9. Service quality in alcohol treatment: a research note.

    Science.gov (United States)

    Resnick, Sheilagh M; Griffiths, Mark D

    2011-01-01

    The purpose of this paper is to evaluate service quality in a UK privately funded alcohol treatment clinic. Data were gathered via interviews with two groups of participants using the SERVQUAL questionnaire. The first group comprised 32 patients and the second 15 clinic staff. The SERVQUAL instrument measures service quality expectations and perceptions across five service dimensions and identifies gaps between service expectations and perceptions of what was delivered. Patients' service quality expectations were exceeded on four of five dimensions. However, staff members felt services fell below expectations on four of five dimensions with the "reliability" service dimension emerging as the common service element falling below expectations for both participant groups. It was concluded that achieving consistent service delivery and increasing empathy between staff and patients improves overall service quality perceptions. The paper relies on self-report methods from a relatively small number of individuals. There have been limited research studies measuring alcohol treatment service quality in the private sector.

  10. Two-echelon logistics service supply chain decision game considering quality supervision

    Science.gov (United States)

    Shi, Jiaying

    2017-10-01

    Due to the increasing importance of supply chain logistics service, we established the Stackelberg game model between single integrator and single subcontractors under decentralized and centralized circumstances, and found that logistics services integrators as a leader prefer centralized decision-making but logistics service subcontractors tend to the decentralized decision-making. Then, we further analyzed why subcontractor chose to deceive and rebuilt a principal-agent game model to monitor the logistics services quality of them. Mixed Strategy Nash equilibrium and related parameters were discussed. The results show that strengthening the supervision and coordination can improve the quality level of logistics service supply chain.

  11. Airline service quality evaluation: A review on concepts and models

    OpenAIRE

    Navid Haghighat

    2017-01-01

    This paper reviews different major service quality concept and models which led to great developments in evaluating service quality with focusing on improvement process of the models through discussing criticisms of each model. Criticisms against these models are discussed to clarify development steps of newer models which led to the improvement of airline service quality models. The precise and accurate evaluation of service quality needs utilizing a reliable concept with comprehensive crite...

  12. Monitoring Quality Across Home Visiting Models: A Field Test of Michigan's Home Visiting Quality Assurance System.

    Science.gov (United States)

    Heany, Julia; Torres, Jennifer; Zagar, Cynthia; Kostelec, Tiffany

    2018-06-05

    Introduction In order to achieve the positive outcomes with parents and children demonstrated by many home visiting models, home visiting services must be well implemented. The Michigan Home Visiting Initiative developed a tool and procedure for monitoring implementation quality across models referred to as Michigan's Home Visiting Quality Assurance System (MHVQAS). This study field tested the MHVQAS. This article focuses on one of the study's evaluation questions: Can the MHVQAS be applied across models? Methods Eight local implementing agencies (LIAs) from four home visiting models (Healthy Families America, Early Head Start-Home Based, Parents as Teachers, Maternal Infant Health Program) and five reviewers participated in the study by completing site visits, tracking their time and costs, and completing surveys about the process. LIAs also submitted their most recent review by their model developer. The researchers conducted participant observation of the review process. Results Ratings on the MHVQAS were not significantly different between models. There were some differences in interrater reliability and perceived reliability between models. There were no significant differences between models in perceived validity, satisfaction with the review process, or cost to participate. Observational data suggested that cross-model applicability could be improved by assisting sites in relating the requirements of the tool to the specifics of their model. Discussion The MHVQAS shows promise as a tool and process to monitor implementation quality of home visiting services across models. The results of the study will be used to make improvements before the MHVQAS is used in practice.

  13. 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)

  14. Development of internet service for airborne dust monitor

    International Nuclear Information System (INIS)

    Jakowiuk, A.

    2006-01-01

    During use of the system for acquisition and presentation of measuring data from dust monitors AMIZ-2004G, it became evident that creation of an internet service should be very useful. The task of such a service would be presentation of the idea of dust monitoring system that was put into operation, as well as presentation of measuring results from already existing measuring stations. Such an internet service was created and is accessible now on web page www.amiz.ajaksoft.com.pl. Description of the dust monitoring system, instruction how to operate the program for acquisition of measured data, operating instruction of the monitor AMIZ-2004G, and leaflets of the system can also be found there

  15. Benzene monitoring at CPPI service stations

    International Nuclear Information System (INIS)

    Davis, C.S.

    1996-01-01

    A study was conducted in which ambient airborne concentration levels of benzene were measured at a representative set of gasoline service stations in Toronto and Vancouver. Benzene is considered to be toxic under the Canadian Environmental Protection Act (CEPA). It is a component in gasoline (0.1 to 4.7 per cent by volume) and is present in vehicle evaporative and exhaust emissions. Measurements were made every 18 days at each station for one year. The objective of the study was to assess the ambient and employee exposure levels of benzene at service stations and to determine whether the levels were typical of those published in the literature. In a 1986 PACE (Petroleum Association for Conservation of the Canadian Environment) survey of exposure to gasoline hydrocarbon vapours at Canadian service stations, airborne benzene concentration data was inconsistent with similar ambient and personal exposure data in the international literature. It was concluded that both the mean ambient benzene concentration and the personal exposure level measurements in this study were generally lower than similar measurements made in other countries. The same observation was made with respect to ambient and personal exposure levels measured in this study vis-a-vis those measured during the PACE study conducted in 1985/86. . 31 refs., 24 tabs., 5 figs

  16. [2011 after-service customer satisfaction survey of monitoring devices in Shanghai area].

    Science.gov (United States)

    Wang, Lijun; Li, Bin; Qian, Jianguo; Cao, Shaoping; He, Dehua; Zheng, Yunxin

    2013-01-01

    In 2011, Shanghai Medical Equipment Management Quality Control Center launched the fifth after-sale service satisfaction survey for medical devices in Shanghai area. There are 8 classes medical devices involving in the survey. This paper demonstrates the investigation results of monitoring devices which are from different manufacturers.

  17. Strategic Managment to Support Quality of Service

    OpenAIRE

    Berset, Geir

    2004-01-01

    Distributed computing adds to the complexity of ensuring Quality of Service (QoS) to applications. Middleware architectures are trying to solve the complexity of distributed computing, but has generally not been addressing the topic of providing platform managed QoS. It is a common understanding that one should try to provide QoS based on a general solution for capturing QoS requirements and managing resources. This thesis proposes a scheme increasing the probability of delivering QoS to s...

  18. Value management: optimizing quality, service, and cost.

    Science.gov (United States)

    Makadon, Harvey J; Bharucha, Farzan; Gavin, Michael; Oliveira, Jason; Wietecha, Mark

    2010-01-01

    Hospitals have wrestled with balancing quality, service, and cost for years--and the visibility and urgency around measuring and communicating real metrics has grown exponentially in the last decade. However, even today, most hospital leaders cannot articulate or demonstrate the "value" they provide to patients and payers. Instead of developing a strategic direction that is based around a core value proposition, they focus their strategic efforts on tactical decisions like physician recruitment, facility expansion, and physician alignment. In the healthcare paradigm of the next decade, alignment of various tactical initiatives will require a more coherent understanding of the hospital's core value positioning. The authors draw on their experience in a variety of healthcare settings to suggest that for most hospitals, quality (i.e., clinical outcomes and patient safety) will become the most visible indicator of value, and introduce a framework to help healthcare providers influence their value positioning based on this variable.

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

    Science.gov (United States)

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

    1999-01-01

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

  20. Service Quality in Higher Education Using an Enhanced SERVQUAL Approach

    Science.gov (United States)

    Tan, Kay C.; Kek, Sei W.

    2004-01-01

    Customer service and quality are driving forces in the business community. As higher educational institutions tussle for competitive advantage and high service quality, the evaluation of educational service quality is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation. This…

  1. Drivers of perceived service quality in selected informal grocery ...

    African Journals Online (AJOL)

    models. The application of westernised approaches to service companies that operate .... (2009), who investigated the relationship between the marketing ... customer satisfaction and service quality is the primary goal of service firms that want.

  2. A Web Service Monitoring System for the Enterprise

    Directory of Open Access Journals (Sweden)

    Coimbatore S. Chandersekaran

    2012-04-01

    Full Text Available An enterprise that uses web services for the conduct of business can benefit from computer-based monitoring for its normal course of business. Services that are unavailable, delayed, inadequate, and/or provide poor or delayed information flow, all hinder or prevent the normal course of business. In extreme cases they may prevent business from being conducted. The proper performance of the service-oriented approach, the communication flow and the services themselves directly equate to the health and vitality of the enterprise. By health we mean, availability, performance, integrity, and reliability of web services. This paper reviews an agent based approach for web service monitoring in an enterprise environment. The agents create and collect information about the services. The paper also provides a definition of events that need to be monitored and the elements that should be recorded. Some information about critical events is time critical and should be sent as alerts to monitoring personnel for review and possible action. These processes are currently being implemented in a major defense enterprise.

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

    Science.gov (United States)

    Aluri, Rao

    1993-01-01

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

  4. Unified Monitoring Architecture for IT and Grid Services

    Science.gov (United States)

    Aimar, A.; Aguado Corman, A.; Andrade, P.; Belov, S.; Delgado Fernandez, J.; Garrido Bear, B.; Georgiou, M.; Karavakis, E.; Magnoni, L.; Rama Ballesteros, R.; Riahi, H.; Rodriguez Martinez, J.; Saiz, P.; Zolnai, D.

    2017-10-01

    This paper provides a detailed overview of the Unified Monitoring Architecture (UMA) that aims at merging the monitoring of the CERN IT data centres and the WLCG monitoring using common and widely-adopted open source technologies such as Flume, Elasticsearch, Hadoop, Spark, Kibana, Grafana and Zeppelin. It provides insights and details on the lessons learned, explaining the work performed in order to monitor the CERN IT data centres and the WLCG computing activities such as the job processing, data access and transfers, and the status of sites and services.

  5. A framework for hierarchical and recursive monitoring of service based systems

    NARCIS (Netherlands)

    Comuzzi, M.; Spanoudakis, G.

    2009-01-01

    Runtime monitoring of Service Based Systems (SBSs) usually relies on information derived from I/O messages exchanged within business processes implementing services. When service provisioning is regulated by complex Service Level Agreements (SLAs) between service requesters, (composed) services, and

  6. A Two-Year Water Quality Monitoring Curriculum.

    Science.gov (United States)

    Glazer, Richard B.; And Others

    The Environmental Protection Agency developed this curriculum to train technicians to monitor water quality. Graduates of the program should be able to monitor municipal, industrial, and commercial discharges; test drinking water for purity; and determine quality of aquatic environments. The program includes algebra, communication skills, biology,…

  7. Non-intrusive Quality Analysis of Monitoring Data

    CERN Document Server

    Brightwell, M; Suwalska, Anna

    2010-01-01

    Any large-scale operational system running over a variety of devices requires a monitoring mechanism to assess the health of the overall system. The Technical Infrastructure Monitoring System (TIM) at CERN is one such system, and monitors a wide variety of devices and their properties, such as electricity supplies, device temperatures, liquid flows etc. Without adequate quality assurance, the data collected from such devices leads to false-positives and false-negatives, reducing the effectiveness of the monitoring system. The quality must, however, be measured in a non-intrusive way, so that the critical path of the data flow is not affected by the quality computation. The quality computation should also scale to large volumes of incoming data. To address these challenges, we develop a new statistical module, which monitors the data collected by TIM and reports its quality to the operators. The statistical module uses Oracle RDBMS as the underlying store, and builds hierarchical summaries on the basic events ...

  8. Monitoring air quality in Southeast Alaska’s National Parks and Forests: Linking atmospheric pollutants with ecological effects

    Science.gov (United States)

    D. Schirokauer; L. Geiser; A. Bytnerowicz; M. Fenn; K. Dillman

    2014-01-01

    Air quality and air quality related values are important resources to the National Park Service (NPS) units and Wilderness areas in northern Southeast Alaska. Air quality monitoring was prioritized as a high-priority Vital Sign at the Southeast Alaska Network’s (SEAN) Inventory and Monitoring Program’s terrestrial scoping workshop (Derr and Fastie 2006). Air quality...

  9. An Architecture for Continuous Data Quality Monitoring in Medical Centers.

    Science.gov (United States)

    Endler, Gregor; Schwab, Peter K; Wahl, Andreas M; Tenschert, Johannes; Lenz, Richard

    2015-01-01

    In the medical domain, data quality is very important. Since requirements and data change frequently, continuous and sustainable monitoring and improvement of data quality is necessary. Working together with managers of medical centers, we developed an architecture for a data quality monitoring system. The architecture enables domain experts to adapt the system during runtime to match their specifications using a built-in rule system. It also allows arbitrarily complex analyses to be integrated into the monitoring cycle. We evaluate our architecture by matching its components to the well-known data quality methodology TDQM.

  10. R2 Water Quality Portal Monitoring Stations

    Data.gov (United States)

    U.S. Environmental Protection Agency — The Water Quality Data Portal (WQP) provides an easy way to access data stored in various large water quality databases. The WQP provides various input parameters on...

  11. Evaluation Model of Tea Industry Information Service Quality

    OpenAIRE

    Shi , Xiaohui; Chen , Tian’en

    2015-01-01

    International audience; According to characteristics of tea industry information service, this paper have built service quality evaluation index system for tea industry information service quality, R-cluster analysis and multiple regression have been comprehensively used to contribute evaluation model with a high practice and credibility. Proved by the experiment, the evaluation model of information service quality has a good precision, which has guidance significance to a certain extent to e...

  12. Quality Assurance Project Plan for Facility Effluent Monitoring Plan activities

    International Nuclear Information System (INIS)

    Nickels, J.M.

    1991-06-01

    This Quality Assurance Project Plan addresses the quality assurance requirements for the Facility Monitoring Plans of the overall site-wide environmental monitoring plan. This plan specifically applies to the sampling and analysis activities and continuous monitoring performed for all Facility Effluent Monitoring Plan activities conducted by Westinghouse Hanford Company. It is generic in approach and will be implemented in conjunction with the specific requirements of individual Facility Effluent Monitoring Plans. This document is intended to be a basic road map to the Facility Effluent Monitoring Plan documents (i.e., the guidance document for preparing Facility Effluent Monitoring Plans, Facility Effluent Monitoring Plan determinations, management plan, and Facility Effluent Monitoring Plans). The implementing procedures, plans, and instructions are appropriate for the control of effluent monitoring plans requiring compliance with US Department of Energy, US Environmental Protection Agency, state, and local requirements. This Quality Assurance Project Plan contains a matrix of organizational responsibilities, procedural resources from facility or site manuals used in the Facility Effluent Monitoring Plans, and a list of the analytes of interest and analytical methods for each facility preparing a Facility Effluent Monitoring Plan. 44 refs., 1 figs., 2 tabs

  13. Audit experience in external individual monitoring services accreditation in Brazil

    International Nuclear Information System (INIS)

    Martins, M.M.; Fonseca, E.S.; Pereira, W.W.; Ramos, M.M.O.; Salati, I.P.A.

    1998-01-01

    Brazilian Nuclear Energy Commission (CNEN) has been carrying out an accreditation program for the External Individual Monitoring Services (named SMIE) for about 45.000 workers involved with ionizing radiation. One of this steps of this accreditation program is the audit to each SMIE. The main audit objective is to verify and to check organizational documentation, system performance test, technical personnel ability and training, quality assurance system procedures and records, essential equipment and facilities and reliability of dose reports. In order to avoid a different audit for each SMIE, effort were made to obtain a standard process. Two aspects were considered the most relevant ones: human resources training and audit procedures. To achieve the first one, a practical and theoretical course taking into account auditing needs was elaborated. As well as experience in one of the technical related areas, an important condition to be member of an audit team is to obtain satisfactory approval in one of the offered courses. In order to accomplish the second point, a set of documents was implemented such as an audit checklist, audit report models, and procedures and recommendations to audit. Up to February 1998, 12 accreditation audits were performed. The main points of this program as well as an assessment of its difficulties and success are reported in this work

  14. Service quality in community pharmacy: an exploration of determinants.

    Science.gov (United States)

    White, Lesley; Klinner, Christiane

    2012-01-01

    Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants. This study aimed to explore the perceptions of pharmacy staff regarding the factors that constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality. Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in 3 community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery, and the communication to customers. From the pharmacy staff perspective, service quality is significantly limited by insufficient internal communication and control processes that impede role clarity and the resolution of conflicting role expectations among customer service personnel. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable, and accepted quality specifications by pharmacy management. The study indicates that the extent to which pharmacy management sets, maintains, and communicates service quality specifications to staff directly affects role clarity, role conflict, and organizational commitment among customer service staff, which in turn directly influence the level of service quality provided to the customers. Copyright © 2012 Elsevier Inc. All rights reserved.

  15. Analytical quality control [An IAEA service

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    1973-07-01

    In analytical chemistry the determination of small or trace amounts of elements or compounds in different types of materials is increasingly important. The results of these findings have a great influence on different fields of science, and on human life. Their reliability, precision and accuracy must, therefore, be checked by analytical quality control measures. The International Atomic Energy Agency (IAEA) set up an Analytical Quality Control Service (AQCS) in 1962 to assist laboratories in Member States in the assessment of their reliability in radionuclide analysis, and in other branches of applied analysis in which radionuclides may be used as analytical implements. For practical reasons, most analytical laboratories are not in a position to check accuracy internally, as frequently resources are available for only one method; standardized sample material, particularly in the case of trace analysis, is not available and can be prepared by the institutes themselves only in exceptional cases; intercomparisons are organized rather seldom and many important types of analysis are so far not covered. AQCS assistance is provided by the shipment to laboratories of standard reference materials containing known quantities of different trace elements or radionuclides, as well as by the organization of analytical intercomparisons in which the participating laboratories are provided with aliquots of homogenized material of unknown composition for analysis. In the latter case the laboratories report their data to the Agency's laboratory, which calculates averages and distributions of results and advises each laboratory of its performance relative to all the others. Throughout the years several dozens of intercomparisons have been organized and many thousands of samples provided. The service offered, as a consequence, has grown enormously. The programme for 1973 and 1974, which is currently being distributed to Member States, will contain 31 different types of materials.

  16. Progress and lessons learned from water-quality monitoring networks

    Science.gov (United States)

    Myers, Donna N.; Ludtke, Amy S.

    2017-01-01

    Stream-quality monitoring networks in the United States were initiated and expanded after passage of successive federal water-pollution control laws from 1948 to 1972. The first networks addressed information gaps on the extent and severity of stream pollution and served as early warning systems for spills. From 1965 to 1972, monitoring networks expanded to evaluate compliance with stream standards, track emerging issues, and assess water-quality status and trends. After 1972, concerns arose regarding the ability of monitoring networks to determine if water quality was getting better or worse and why. As a result, monitoring networks adopted a hydrologic systems approach targeted to key water-quality issues, accounted for human and natural factors affecting water quality, innovated new statistical methods, and introduced geographic information systems and models that predict water quality at unmeasured locations. Despite improvements, national-scale monitoring networks have declined over time. Only about 1%, or 217, of more than 36,000 US Geological Survey monitoring sites sampled from 1975 to 2014 have been operated throughout the four decades since passage of the 1972 Clean Water Act. Efforts to sustain monitoring networks are important because these networks have collected information crucial to the description of water-quality trends over time and are providing information against which to evaluate future trends.

  17. [Quality of mental health services: a self audit in the South Verona mental health service].

    Science.gov (United States)

    Allevi, Liliana; Salvi, Giovanni; Ruggeri, Mirella

    2006-01-01

    To start a process of Continuous Quality Improvement (CQI) in an Italian Community Mental Health Service by using a quality assurance questionnaire in a self audit exercise. The questionnaire was administered to 14 key workers and clinical managers with different roles and seniority. One senior manager's evaluation was used as a benchmark for all the others. Changes were introduced in the service practice according to what emerged from the evaluation. Meetings were scheduled to monitor those changes and renew the CQI process. There was a wide difference in the key workers' answers. Overall, the senior manager's evaluation was on the 60th percentile of the distribution of the other evaluations. Those areas that required prompt intervention were risk management, personnel development, and CQI. The CQI process was followed up for one year: some interventions were carried out to change the practice of the service. A self audit exercise in Community Mental Health Services was both feasible and useful. The CQI process was easier to start than to carry on over the long term.

  18. 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...

  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. Quality of Family Planning Services in Primary Health Centers of ...

    African Journals Online (AJOL)

    Background: Good quality of care in family planning (FP) services help individuals and couples to meet their reproductive health needs safely and effectively. Therefore, assessment and improvement of the quality of family planning services could enhance family planning services utilization. This study was thus conducted ...

  1. Liquid microjet - a new tool for environmental water quality monitoring?

    International Nuclear Information System (INIS)

    Holstein, W.; Buntine, M.

    2001-01-01

    Our ability to provide real-time, cost-effective and efficient technologies for water quality monitoring remains a critical global environmental research issue. Each year, ground and surface waterways around the world, the global marine environment and the especially-fragile interzonal estuarine ecosystems are being placed under severe stress due to ever-increasing levels of pollutants entering the earth's aquasphere. An almost revolutionary breakthrough in water quality monitoring would be achieved with the development of a real-time, broad-spectrum chemical analysis technology. In this article, a real-time mass spectrometric based water quality monitoring centre around in vacuo liquid microjet injection methodologies is presented

  2. Cultural values and health service quality in China.

    Science.gov (United States)

    Polsa, Pia; Fuxiang, Wei; Sääksjärvi, Maria; Shuyuan, Pei

    2013-01-01

    Several service quality studies show how cultural features may influence the way service quality is perceived. However, few studies specifically describe culture's influence on health service quality. Also, there are few studies that take into account patients' health service quality perceptions. This article seeks to present a first step to fill these gaps by examining patients' cultural values and their health service quality assessments. The study draws on published work and applies its ideas to Chinese healthcare settings. Data consist of hospital service perceptions in the People's Republic of China (PRC), a society that is socially, economically and culturally undergoing major changes. In total, 96 patients were surveyed. Data relationships were tested using partial least square (PLS) analysis. Findings show that Chinese patients' cultural values and their health service assessments are related and that the cultural values themselves seem to be changing. Additionally, further analyses provided interesting results pointing to which cultural values influenced service quality perceptions. The strongest service quality predictor was power distance. The sample is relatively small and collected from only one major hospital in China. Therefore, future research should extend the sample size and scope. Follow-up research could also include cross-cultural investigations of perceived health service quality to substantiate cultural influences on health service quality perceptions. In line with similar research in other contexts, the study confirms that power distance has a significant relationship with service quality perceptions. The study contributes to existing health service literature by offering patients' views on health service quality and by describing relationships between health service perceptions and cultural values--the study's main contribution.

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

    Science.gov (United States)

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

    2012-01-01

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

  4. Food and Nutrition Services Quality Control Management Program.

    Science.gov (United States)

    Wimsatt-Fraim, Teresa S.

    A program was conducted to improve the quality of food service through the training of 44 food and nutrition service employees in a 200-bed hospital. A 12-week quality control program was implemented to address four key areas: food temperatures, food accuracy, food quality, and dietary personnel. Learning strategies, emphasizing critical thinking…

  5. Air Pollution Monitoring | Air Quality Planning & Standards ...

    Science.gov (United States)

    2016-06-08

    The basic mission of the Office of Air Quality Planning and Standards is to preserve and improve the quality of our nation's air. To accomplish this, OAQPS must be able to evaluate the status of the atmosphere as compared to clean air standards and historical information.

  6. Representativeness of air quality monitoring networks

    NARCIS (Netherlands)

    Duyzer, J.; Hout, D. van den; Zandveld, P.; Ratingen, S. van

    2015-01-01

    The suitability of European networks to check compliance with air quality standards and to assess exposure of the population was investigated. An air quality model (URBIS) was applied to estimate and compare the spatial distribution of the concentration of nitrogen dioxide (NO2) in ambient air in

  7. Principles and Practices of Water Quality Monitoring

    Science.gov (United States)

    J.L. Michael

    2001-01-01

    There are many activities in forest management that may affect water quality, i.e., timber harvestine, road building,mechanical and chemical site preparation, release operations, fuel reduction,wildlife opening maintenance, etc. How severely they affect water quality depends on how well the person in charge of the operation understands the activity itself, the...

  8. Automatic produce quality monitoring in Reefer containers

    NARCIS (Netherlands)

    Lukasse, L.J.S.; Sanders, M.G.; Kramer, de J.E.

    2003-01-01

    Current day perishable supply chains require intermediate points for manual produce quality inspection. Over the last decade international seatransport of fruit and vegetables in reefer containers has grown tremendously. Reefer containers may completely close the cold chain only if produce quality

  9. Wireless Sensor Network for Indoor Air Quality Monitoring

    Directory of Open Access Journals (Sweden)

    Jun Li

    2014-06-01

    Full Text Available Indoor air quality monitoring system consists of wireless sensor device, nRF24L01 wireless transceiver modules, C8051MCU, STM32103 remote monitoring platform, alarm device and data server. Distributed in the interior space of wireless sensors measure parameters of the local air quality, wireless transceiver module of the MCU to transmit data to the remote monitoring platform for analysis which displayed and stored field environment data or charts. The data collecting from wireless sensors to be send by wireless Access Point to the remote data server based on B/S architecture, intelligent terminals such as mobile phone, laptop, tablet PC on the Internet monitor indoor air quality in real-time. When site environment air quality index data exceeds the threshold in the monitoring device, the remote monitoring platform sends out the alarm SMS signal to inform user by GSM module. Indoor air quality monitoring system uses modular design method, has the portability and scalability has the low manufacture cost, real-time monitoring data and man-machine interaction.

  10. Challenges of monitoring reproductive health services: a case study ...

    African Journals Online (AJOL)

    Challenges of monitoring reproductive health services: a case study of antenatal clinics in Kinondoni municipality, Dar Es Salaam. ... was descriptive cross sectional employing both qualitative and quantitative methods. The sample population included nurse-midwives who manage ANC clinics in Kinondoni Municipality.

  11. Continuous water-quality monitoring to improve lake management at Lake Mattamuskeet National Wildlife Refuge

    Science.gov (United States)

    Michelle Moorman; Tom Augspurger

    2016-01-01

    The U.S. Fish and Wildlife Service has partnered with U.S. Geological Survey to establish 2 continuous water-quality monitoring stations at Lake Mattamuskeet. Stations on the east and west side of the lake measure water level, clarity, dissolved oxygen, pH, temperature, salinity, and conductivity.

  12. Quality assurance project plan for ground water monitoring activities managed by Westinghouse Hanford Company. Revision 3

    International Nuclear Information System (INIS)

    Stauffer, M.

    1995-11-01

    This quality assurance project plan (QAPP) applies specifically to the field activities and laboratory analysis performed for all RCRA groundwater projects conducted by Hanford Technical Services. This QAPP is generic in approach and shall be implemented in conjunction with the specific requirements of individual groundwater monitoring plans

  13. Monitoring and Assessment of Youshui River Water Quality in Youyang

    Science.gov (United States)

    Wang, Xue-qin; Wen, Juan; Chen, Ping-hua; Liu, Na-na

    2018-02-01

    By monitoring the water quality of Youshui River from January 2016 to December 2016, according to the indicator grading and the assessment standard of water quality, the formulas for 3 types water quality indexes are established. These 3 types water quality indexes, the single indicator index Ai, single moment index Ak and the comprehensive water quality index A, were used to quantitatively evaluate the quality of single indicator, the water quality and the change of water quality with time. The results show that, both total phosphorus and fecal coliform indicators exceeded the standard, while the other 16 indicators measured up to the standard. The water quality index of Youshui River is 0.93 and the grade of water quality comprehensive assessment is level 2, which indicated that the water quality of Youshui River is good, and there is room for further improvement. To this end, several protection measures for Youshui River environmental management and pollution treatment are proposed.

  14. Study on e-government services quality: The integration of online and offline services

    Directory of Open Access Journals (Sweden)

    Jing Fan

    2015-05-01

    Full Text Available Purpose: E-Government, as a new bond linking the government and the public, has gradually become the focus of innovation in government services. The paper focuses on the e-Government service quality issues from the perspective of users. Design/methodology/approach: From the aspects of online service quality perception and offline service quality perception, based on IS Success model and SERQUAL model, e-Government Services Quality model has been set up with information quality, system quality and service quality as key factors. Then, the survey method was applied to collect data and then to test the model. Findings: It was found that users’ perception of offline service quality has a significant effect on improving their perception of online service quality, and online service quality perception has a significant effect on public satisfaction of e-Government services; information clarity, system security and stability, interactive services and “one-stop” services all have a significant effect on public satisfaction of e-Government services. However, offline service quality perception has certain positive effect on public satisfaction of e-Government services but not dramatically. Research limitations/implications: Mobile e-Government as an important direction of the development of e-Government, in the future, we will study more about mobile e-Government services channels. Originality/value: This study further develops the theory of information system service quality, and also provides a theoretical reference for government departments. On the one hand, based on the characteristics of e-government system, information quality, system quality and service quality in the previous system service model are further discussed; on the other hand, both online and offline services are taken into consideration in the information system service model, thus establishing the e-government services quality model and making an in-depth study of the

  15. DANIDA; Air Quality Monitoring Programme. Mission 2 Report

    Energy Technology Data Exchange (ETDEWEB)

    Sivertsen, B.

    1996-06-01

    The report deals with the EIMP (Environmental Information and Monitoring Programme for the Arab Republic of Egypt). The programme is funded by Danida which is a cooperation project between Norway and Denmark. The programme covers the monitoring of air pollution, coastal water monitoring, and the monitoring of pollution sources and emissions. This report pays the attention to the Norwegian part of the programme executed by NILU (Norwegian Institute for Air Research) which covers the development air quality monitoring network. 14 refs., 51 figs., 18 tabs.

  16. Service water electrochemical monitoring development at Ontario Hydro

    International Nuclear Information System (INIS)

    Brennenstuhl, A.M.

    1994-01-01

    Ontario Hydro (OH) is currently investigating the feasibility of using electrochemical techniques for the corrosion monitoring of service water systems. To date all evaluations have been carried out in a field simulator. The studies include examining the effects of; system startup after periods of stagnation, sodium hypochlorite injection, and zebra mussel settlement on metallic surfaces. Carbon steel and Type 304L stainless steel have been evaluated. Electrochemical potential noise (EPN), electrochemical current noise (ECN) potential and coupling current were semi-continuously monitored over a period of up to one year. Data obtained from the electrochemical noise monitoring has given OH valuable insights into the mechanisms of degradation in service water systems. The high sensitivity of the electrochemical noise technique, particularly to localized corrosion has proved to be the major attraction of the system

  17. Evaluation of outpatient service quality in Eastern Saudi Arabia

    Science.gov (United States)

    Fraihi, Khalid J. Al; FAMCO, Dip; FAMCO, Fellow; Latif, Shahid A.

    2016-01-01

    Objectives: To investigate perceptions and expectations of patients regarding hospital outpatient services by using a service quality gap model and factors influencing such gaps. Methods: In this cross-sectional descriptive study conducted between October and November 2014 in the outpatient waiting areas of a hospital in the Eastern Province of Saudi Arabia, a sample of 306 patients was selected by convenience sampling technique. The data was collected through an Arabic version of the service quality (SERVQUAL) questionnaire consisting of 2 parts: patients’ demographic characteristics, and 22 items scales of patients’ expectations and perceptions of SERVQUAL. The data was analyzed by confirmatory factor analysis, independent, and paired t samples tests and one way analysis of variance test. Results: The results showed that the proposed model for service quality dimensions had a good fit by satisfying the recommended values. The patients’ expectations exceeded perceptions in all service quality dimensions indicating statistically significant service quality gaps (t=26.3, pservices showed highest service quality gap, while observation of privacy showed the smallest service quality gap in the statements. The study showed a significant association between gender, age, education, multiple visits, and service quality dimensions. Conclusion: The proposed model is valid and reliable and significant service quality gaps of all 5 dimensions need to be prioritized and addressed by focused improvement efforts of hospital management. PMID:27052285

  18. Quality control of the interpretation monitors of digital radiological images

    International Nuclear Information System (INIS)

    Favero, Mariana S.; Goulart, Adriano Oliveira S.

    2016-01-01

    The performance monitors has great importance in image quality of digital radiographic systems. In environments without films, it became necessary to implement acceptance testing and quality control monitors used for interpretation of medical images. The monitors dedicated to radiodiagnostic should provide information that represent slight differences in x-ray attenuation or minor differences in some anatomical region of interest. This should also result in small differences in luminance of an image represented. Factors affecting the quality of medical imaging are contrast, noise, resolution, artifacts and distortions. Therefore, a monitor must have specific characteristics, making it possible for the observer to carry out an assessment that leads to better diagnosis. Based on the need to evaluate diagnostic monitors in various radiological applications, this paper presents a summary for implementation and standardization of tests that are recommended by the publication AAPM Report 03. (author)

  19. Experiencing health care service quality: through patients' eyes.

    Science.gov (United States)

    Schembri, Sharon

    2015-02-01

    The primary aim of the present study was to consider health care service quality from the patients' perspective, specifically through the patient's eyes. A narrative analysis was performed on 300 patient stories. This rigorous analysis of patient stories is designed to identify and describe health care service quality through patients' eyes in an authentic and accurate, experiential manner. The findings show that there are variant and complex ways that patients experience health care service quality. Patient stories offer an authentic view of the complex ways that patients experience health care service quality. Narrative analysis is a useful tool to identify and describe how patients experience health care service quality. Patients experience health care service quality in complex and varying ways.

  20. St. John, USVI Water Quality Monitoring Data 2003 - Present

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — These water quality data are one of many studies being done to assess and monitor coral reef ecosystems. The intent of this work is three fold: (1) to spatially...

  1. La Parguera, Puerto Rico Water Quality Monitoring Data 2003 - Present

    Data.gov (United States)

    National Oceanic and Atmospheric Administration, Department of Commerce — These water quality data are one of many studies being done to assess and monitor coral reef ecosystems. The intent of this work is three fold: (1) to spatially...

  2. sampling plans for monitoring quality control process at a plastic

    African Journals Online (AJOL)

    Dr Obe

    AT A PLASTIC MANUFACTURING FIRM IN NIGERIA: A CASE STUDY. By. E.A. Onyeagoro ... manufacture similar products, so that each company ... monitoring of production to maintain process ... concept of designing quality into product, with.

  3. 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…

  4. College clinic service quality and patient satisfaction.

    Science.gov (United States)

    Deshwal, Pankaj; Ranjan, Vini; Mittal, Geetika

    2014-01-01

    The purpose of this paper is to identify the service quality dimensions that play an important role in patient satisfaction in campus clinics in Delhi; assess student satisfaction with service; and suggests ways to improve areas of dissatisfaction. A questionnaire was distributed to students who had completed at least two consultations at the college clinic. Convenience sampling was used to approach respondents. The questionnaire uses modified SERVQUAL and other instruments, including original dimensions and those constructed through detailed discussions. Factor analyses, reliability tests and the Kaiser-Meyer-Olkin measure of sampling adequacy were conducted. The final sample had a total of 445 respondents. After factor analysis, the authors found that the dimensions affecting patient satisfaction are: staff professionalism; clinic staff reliability; clinic accessibility and basic facilities; tangibles; cleanliness; awareness of the clinic/diseases and how clinic staff deals with emergencies. Most students were satisfied with the professionalism of the clinic staff. More than 70 percent of the respondents reported that the clinic staff paid good attention to them. The campus clinic was deemed reliable by more than 50 percent of respondents. The students found the clinic's location convenient, with more than 50 percent supporting its location. However, there was dissatisfaction among the students regarding the tangibles of the clinic, with more than 50 percent favoring upgrading. There was satisfaction among the respondents regarding the availability of the doctor after clinic hours, but contact details for the clinic staff were not easily accessible on campus. More than 60 percent of respondents were satisfied with the cleanliness of the campus clinic. More than 50 percent felt that the campus clinic was not equipped to deal with emergencies efficiently. At the same time, 90 percent of respondents reported the availability of referral facilities in case of

  5. 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.

  6. Monitoring activities of satellite data processing services in real-time with SDDS Live Monitor

    Science.gov (United States)

    Duc Nguyen, Minh

    2017-10-01

    This work describes Live Monitor, the monitoring subsystem of SDDS - an automated system for space experiment data processing, storage, and distribution created at SINP MSU. Live Monitor allows operators and developers of satellite data centers to identify errors occurred in data processing quickly and to prevent further consequences caused by the errors. All activities of the whole data processing cycle are illustrated via a web interface in real-time. Notification messages are delivered to responsible people via emails and Telegram messenger service. The flexible monitoring mechanism implemented in Live Monitor allows us to dynamically change and control events being shown on the web interface on our demands. Physicists, whose space weather analysis models are functioning upon satellite data provided by SDDS, can use the developed RESTful API to monitor their own events and deliver customized notification messages by their needs.

  7. Monitoring activities of satellite data processing services in real-time with SDDS Live Monitor

    Directory of Open Access Journals (Sweden)

    Duc Nguyen Minh

    2017-01-01

    Full Text Available This work describes Live Monitor, the monitoring subsystem of SDDS – an automated system for space experiment data processing, storage, and distribution created at SINP MSU. Live Monitor allows operators and developers of satellite data centers to identify errors occurred in data processing quickly and to prevent further consequences caused by the errors. All activities of the whole data processing cycle are illustrated via a web interface in real-time. Notification messages are delivered to responsible people via emails and Telegram messenger service. The flexible monitoring mechanism implemented in Live Monitor allows us to dynamically change and control events being shown on the web interface on our demands. Physicists, whose space weather analysis models are functioning upon satellite data provided by SDDS, can use the developed RESTful API to monitor their own events and deliver customized notification messages by their needs.

  8. An Expert System Applied in Construction Water Quality Monitoring

    OpenAIRE

    Leila Ooshaksaraie; Noor E.A. Basri

    2011-01-01

    Problem statement: An untoward environmental impact of urban growth in Malaysia has been deterioration in a number of watercourses due to severe siltation and other pollutants from the construction site. Water quality monitoring is a plan for decision makers to take into account the adverse impacts of construction activities on the receiving water bodies. It is also a process for collecting the construction water quality monitoring, baseline data and standard level. Approa...

  9. Customer perceptions of service quality in luxury hotels in Jordan

    OpenAIRE

    Ala`a Nimer AbuKhalifeh; Ahmad Rasmi AlBattat

    2015-01-01

    Providing quality food and beverage services has become one of the critical issues in the tourism industry and several studies have been paying attention to it. On the other hand, there seems to be a paucity of data on service quality Jordanian hotels, making it difficult to fashion an appropriate management intervention. Also, there has been insufficient attempt to relate customers’ perceptions of service quality to their socio-demographic characteristics as well as the characteristics of or...

  10. Monitoring gas quality green gas feeding in; Monitoring gaskwaliteit groengasinvoeding

    Energy Technology Data Exchange (ETDEWEB)

    Holstein, J. [DNV KEMA Energy and Sustainability, Arnhem (Netherlands); Polman, E. [Kiwa Technology, Apeldoorn (Netherlands)

    2013-04-15

    Due to the growing number of green gas facilities in the Netherlands more practical knowledge is collected about the production and injection of green gas. Also there was the need to gather data about more practical experiences and knowledge about the gas quality, the performance of gas cleaning and gas treatment systems, as well the integration of green gas in the gas infrastructure. In addition to this, there is a need to get insight in the safety aspects of green gas injection. In order to comply this demand, DNV KEMA en Kiwa Technology measured the quality parameters continuously between June 2012 en January 2013 (three weeks) and discontinuously (gas samples) of green gas at eight production facilities. The measurements have been performed at designated places and are independent from the measurements of the biomethane producer. In order to be sure that the results of DNV KEMA and Kiwa are comparable, a combined measurement program was executed. It results in uniformity for all the measured values: the differences are within the uncertainty level for each component. During the measurement period of three weeks, the gas quality parameters were compared to specifications, written down in the national regulations for the transport and the distribution grid respectively [Dutch] Door het groeiend aantal groengasinvoedingen in Nederland wordt steeds meer praktijkkennis verzameld. Er dient meer praktijkkennis te worden verzameld over de chemische gaskwaliteit, prestaties van de gasreiniging- en gasopwaardering en de wijze van inpassing in de bestaande infrastructuur. Daarnaast is het wenselijk om inzicht te verkrijgen in de veiligheid van groengasinvoeding. Daarop is de groengaskwaliteit op acht locaties over een periode van drie weken continu en discontinu gemeten tussen juni 2012 en januari 2013. De metingen zijn uitgevoerd op een aangewezen plaats door de netbeheerder en staan los van de metingen van de invoeders zelf. Voor het waarborgen van de uniformiteit van

  11. Model-based monitoring of stormwater runoff quality

    DEFF Research Database (Denmark)

    Birch, Heidi; Vezzaro, Luca; Mikkelsen, Peter Steen

    2013-01-01

    Monitoring of micropollutants (MP) in stormwater is essential to evaluate the impacts of stormwater on the receiving aquatic environment. The aim of this study was to investigate how different strategies for monitoring of stormwater quality (combining a model with field sampling) affect the infor...

  12. DANIDA; Air Quality Monitoring Programme. Mission 3 Report

    Energy Technology Data Exchange (ETDEWEB)

    Sivertsen, B.; Marsteen, L.

    1996-12-31

    In the development of the Environmental Information and Monitoring Programme for the Arab Republic of Egypt (EIMP), NILU is responsible for the establishment of an air pollution monitoring system. This report summarizes the third mission to Egypt and includes meetings and site visit reports. Air quality sites in Alexandria are described and comments are given to earlier selected sites in Cairo

  13. Components of Managing the Quality of Customer Service

    Directory of Open Access Journals (Sweden)

    Vovk Viktoriia M.

    2017-12-01

    Full Text Available The aim of the article is to clarify the essence of the concept “service quality”, identify the key criteria affecting the assessment of service quality, and find the points of intersection between the capabilities of the manufacturer and the preferences of the consumer in the process of improving the service quality. In the article the author’s interpretation of the category of service quality is proposed. The carried out research allowed to identify the stages of the service process and offer the criteria for assessing the quality of customer service. Studying the possibilities of enterprises in terms of customer service quality and the preferences of customers themselves allowed to create a model for managing the quality of customer service, which enables taking into account the interaction of the producer and the customer in the process of improving the service quality. Prospects for further research in this area are the testing of the theoretical model for managing the quality of customer service on practical material in a particular industry.

  14. Using internal marketing to improve organizational commitment and service quality.

    Science.gov (United States)

    Tsai, Yafang; Wu, Shih-Wang

    2011-12-01

    The purpose of this article was to explore the structural relationships among internal marketing, organizational commitment and service quality and to practically apply the findings. Internal marketing is a way to assist hospitals in improving the quality of the services that they provide while executing highly labour-intensive tasks. Through internal marketing, a hospital can enhance the organizational commitment of its employees to attain higher service quality. This research uses a cross-sectional study to survey nursing staff perceptions about internal marketing, organizational commitment and service quality. The results of the survey are evaluated using equation models. The sample includes three regional hospitals in Taiwan. Three hundred and fifty questionnaires were distributed and 288 valid questionnaires were returned, yielding a response rate of 82.3%. The survey process lasted from 1 February to 9 March 2007. The data were analysed with SPSS 12.0, including descriptive statistics based on demographics. In addition, the influence of demographics on internal marketing, organizational commitment and service quality is examined using one-way anova. The findings reveal that internal marketing plays a critical role in explaining employee perceptions of organizational commitment and service quality. Organizational commitment is the mediator between internal marketing and service quality. The results indicate that internal marketing has an impact on both organizational commitment and service quality. Internal marketing should be emphasized to influence frontline nursing staff, thereby helping to create better organizational commitment and service quality. © 2011 The Authors. Journal of Advanced Nursing © 2011 Blackwell Publishing Ltd.

  15. Bank service quality in private sector: Evidence from Iran

    Directory of Open Access Journals (Sweden)

    Niloufar Asgarian

    2013-02-01

    Full Text Available Service quality plays an important role in service industries such as banks, insurance firms, etc. The purpose of this paper is to investigate level of service quality in private banking industry in Iran. The proposed model of this paper uses SERVQUAL tool for measuring service quality and population of this study includes customers of three private banks in Tehran. Results show that except efficiency, other variables of SERVQUAL obtained suitable level mean in this study. As a result, with the development of electronic commerce, internet banking has become an alternative for developing, operating and offering bank services.

  16. Quality of care in reproductive health programmes: monitoring and evaluation of quality improvement.

    Science.gov (United States)

    Kwast, B E

    1998-12-01

    As 200 million women become pregnant every year, at least 30 million will develop life-threatening complications requiring emergency treatment at any level of society where they live. But it is a basic human right that pregnancy be made safe for all women as complications are mostly unpredictable. This requires reproductive health programmes which are responsive to women's and their families' needs and expectations on the one hand and enhancement of community participation, high quality obstetric services, and both provider collaboration and satisfaction on the other. Monitoring and evaluation of these facets need to be an integral part of any safe motherhood programme, not only to assess progress, but also to use this information for subsequent planning and implementation cycles of national programmes. Lessons learned from ten years' implementation of Safe Motherhood programmes indicate that process and outcome indicators are more feasible for short-term evaluation purposes than impact indicators, such as maternal mortality reduction. The former are described in this paper with relevant country examples. This is the third, and last, article in a series on quality of care in reproductive health programmes. The first (Kwast 1998a) contains an overview of concepts, assessments, barriers and improvements of quality of care. The second (Kwast 1998b) addresses education issues for quality improvement.

  17. Development of Service Quality Scale for Surgical Hospitalization

    Directory of Open Access Journals (Sweden)

    Ching-I Teng

    2007-01-01

    Conclusion: The SQSH has sufficient usefulness, reliability and validity. Future research on service quality can apply the SQSH scale to link with utilization intention and patient loyalty and attempt to develop a hospitalization quality scale for other departments.

  18. Analytical approaches to quality assurance and quality control in rangeland monitoring data

    Science.gov (United States)

    Producing quality data to support land management decisions is the goal of every rangeland monitoring program. However, the results of quality assurance (QA) and quality control (QC) efforts to improve data quality are rarely reported. The purpose of QA and QC is to prevent and describe non-sampling...

  19. Service loyalty : the effects of service quality and the mediating role of customer satisfaction

    OpenAIRE

    Caruana, Albert

    2002-01-01

    Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response r...

  20. Monitoring techniques and alarm procedures for CMS services and sites in WLCG

    Energy Technology Data Exchange (ETDEWEB)

    Molina-Perez, J. [UC, San Diego; Bonacorsi, D. [Bologna U.; Gutsche, O. [Fermilab; Sciaba, A. [CERN; Flix, J. [Madrid, CIEMAT; Kreuzer, P. [CERN; Fajardo, E. [Andes U., Bogota; Boccali, T. [INFN, Pisa; Klute, M. [MIT; Gomes, D. [Rio de Janeiro State U.; Kaselis, R. [Vilnius U.; Du, R. [Beijing, Inst. High Energy Phys.; Magini, N. [CERN; Butenas, I. [Vilnius U.; Wang, W. [Beijing, Inst. High Energy Phys.

    2012-01-01

    The CMS offline computing system is composed of roughly 80 sites (including most experienced T3s) and a number of central services to distribute, process and analyze data worldwide. A high level of stability and reliability is required from the underlying infrastructure and services, partially covered by local or automated monitoring and alarming systems such as Lemon and SLS, the former collects metrics from sensors installed on computing nodes and triggers alarms when values are out of range, the latter measures the quality of service and warns managers when service is affected. CMS has established computing shift procedures with personnel operating worldwide from remote Computing Centers, under the supervision of the Computing Run Coordinator at CERN. This dedicated 24/7 computing shift personnel is contributing to detect and react timely on any unexpected error and hence ensure that CMS workflows are carried out efficiently and in a sustained manner. Synergy among all the involved actors is exploited to ensure the 24/7 monitoring, alarming and troubleshooting of the CMS computing sites and services. We review the deployment of the monitoring and alarming procedures, and report on the experience gained throughout the first two years of LHC operation. We describe the efficiency of the communication tools employed, the coherent monitoring framework, the proactive alarming systems and the proficient troubleshooting procedures that helped the CMS Computing facilities and infrastructure to operate at high reliability levels.

  1. Monitoring techniques and alarm procedures for CMS Services and Sites in WLCG

    International Nuclear Information System (INIS)

    Molina-Perez, J; Sciabà, A; Magini, N; Bonacorsi, D; Gutsche, O; Flix, J; Kreuzer, P; Fajardo, E; Boccali, T; Klute, M; Gomes, D; Kaselis, R; Butenas, I; Du, R; Wang, W

    2012-01-01

    The CMS offline computing system is composed of roughly 80 sites (including most experienced T3s) and a number of central services to distribute, process and analyze data worldwide. A high level of stability and reliability is required from the underlying infrastructure and services, partially covered by local or automated monitoring and alarming systems such as Lemon and SLS; the former collects metrics from sensors installed on computing nodes and triggers alarms when values are out of range, the latter measures the quality of service and warns managers when service is affected. CMS has established computing shift procedures with personnel operating worldwide from remote Computing Centers, under the supervision of the Computing Run Coordinator at CERN. This dedicated 24/7 computing shift personnel is contributing to detect and react timely on any unexpected error and hence ensure that CMS workflows are carried out efficiently and in a sustained manner. Synergy among all the involved actors is exploited to ensure the 24/7 monitoring, alarming and troubleshooting of the CMS computing sites and services. We review the deployment of the monitoring and alarming procedures, and report on the experience gained throughout the first two years of LHC operation. We describe the efficiency of the communication tools employed, the coherent monitoring framework, the proactive alarming systems and the proficient troubleshooting procedures that helped the CMS Computing facilities and infrastructure to operate at high reliability levels.

  2. Motivating Customer Service Employees to Deliver Service Quality

    National Research Council Canada - National Science Library

    Whisnant, Andre

    1999-01-01

    .... With higher levels of customer service, greater customer satisfaction will follow. This increased customer satisfaction leads to increased customer loyalty and retention, producing higher sales...

  3. Strategies for improving quality and methods for innovation services

    Directory of Open Access Journals (Sweden)

    Bajić Milan

    2009-01-01

    Full Text Available Contemporary concepts of business of service organisations, focus their researches on measuring quality of the services and identification of mistakes. The aim of strategies is the improvement of quality. Marketing concepts shows that the constant creation of new products and the modification of characteristics on the old products, makes possible market strategy that stimulates development of activities. This paper is focusing on the improving of service using the strategies that can innovate and improve the services. Paper seeks to demonstrate one of possible observations and importance of performance, combined with blueprinting of services and benchmarking as a useful strategies for improving and innovation of services.

  4. The CMS Data Quality Monitoring software experience and future improvements

    CERN Document Server

    Batinkov, Atanas Ivanov

    2013-01-01

    The Data Quality Monitoring Software proved to be a central tool in the Compact Muon Solenoid experiment. Its flexibility allowed its integration in several environments: online, for real-time detector monitoring; offline, for the final, fine-grained data certification. The usage of the Data Quality Monitoring software in the different environments and its integration in the Compact Muon Solenoid reconstruction software framework and in all production workflows are presented. The main technical challenges and the adopted solutions to them will be also discussed with emphasis on functionality, long-term robustness and performance.

  5. 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)

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

    Science.gov (United States)

    Najafi, Seyedvahid; Saati, Saber; Tavana, Madjid

    2015-09-01

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

  7. Experienced and potential medical tourists' service quality expectations.

    Science.gov (United States)

    Guiry, Michael; Scott, Jeannie J; Vequist, David G

    2013-01-01

    The paper's aim is to compare experienced and potential US medical tourists' foreign health service-quality expectations. Data were collected via an online survey involving 1,588 US consumers engaging or expressing an interest in medical tourism. The sample included 219 experienced and 1,369 potential medical tourists. Respondents completed a SERVQUAL questionnaire. Mann-Whitney U-tests were used to determine significant differences between experienced and potential US medical tourists' service-quality expectations. For all five service-quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) experienced medical tourists had significantly lower expectations than potential medical tourists. Experienced medical tourists also had significantly lower service-quality expectations than potential medical tourists for 11 individual SERVQUAL items. Results suggest using experience level to segment medical tourists. The study also has implications for managing medical tourist service-quality expectations at service delivery point and via external marketing communications. Managing medical tourists' service quality expectations is important since expectations can significantly influence choice processes, their experience and post-consumption behavior. This study is the first to compare experienced and potential US medical tourist service-quality expectations. The study establishes a foundation for future service-quality expectations research in the rapidly growing medical tourism industry.

  8. Analysis of Student Satisfaction Toward Quality of Service Facility

    Science.gov (United States)

    Napitupulu, D.; Rahim, R.; Abdullah, D.; Setiawan, MI; Abdillah, LA; Ahmar, AS; Simarmata, J.; Hidayat, R.; Nurdiyanto, H.; Pranolo, A.

    2018-01-01

    The development of higher education is very rapid rise to the tight competition both public universities and private colleges. XYZ University realized to win the competition, required continuous quality improvement, including the quality of existing service facilities. Amenities quality services is believed to support the success of the learning activities and improve user satisfaction. This study aims to determine the extent to which the quality of the services effect on user satisfaction. The research method used is survey-based questionnaire that measure perception and expectation. The results showed a gap between perception and expectations of the respondents have a negative value for each item. This means XYZ service facility at the university is not currently meet the expectations of society members. Three service facility that has the lowest index is based on the perception of respondents is a laboratory (2.56), computer and multimedia (2.63) as well as wifi network (2.99). The magnitude of the correlation between satisfaction with the quality of service facilities is 0.725 which means a strong and positive relationship. The influence of the quality of service facilities to the satisfaction of the students is 0.525 meaning that the variable quality of the services facility can explain 52.5% of the variable satisfaction. The study provided recommendations for improvements to enhance the quality of services facility at the XYZ university facilities.

  9. Fish product quality evaluation based on temperature monitoring in ...

    African Journals Online (AJOL)

    As one kind of perishable food, fish product is at risk of suffering various damages during cold chain and temperature is the most important factor to affect the product quality. This research work on frozen tilapia fillet was aimed at evaluating the fish product quality and predict shelf-life through monitoring temperature change ...

  10. Quality Assurance Program Plan for radionuclide airborne emissions monitoring

    International Nuclear Information System (INIS)

    Vance, L.M.

    1993-07-01

    This Quality Assurance Program Plan (QAPP) describes the quality assurance requirements and responsibilities for radioactive airborne emissions measurements activities from regulated stacks are controlled at the Hanford Site. Detailed monitoring requirements apply to stacks exceeding 1% of the standard of 10 mrem annual effective dose equivalent to the maximally exposed individual from operations of the Hanford Site

  11. Quality Assurance Program Plan for radionuclide airborne emissions monitoring

    Energy Technology Data Exchange (ETDEWEB)

    Vance, L.M.

    1993-07-01

    This Quality Assurance Program Plan (QAPP) describes the quality assurance requirements and responsibilities for radioactive airborne emissions measurements activities from regulated stacks are controlled at the Hanford Site. Detailed monitoring requirements apply to stacks exceeding 1% of the standard of 10 mrem annual effective dose equivalent to the maximally exposed individual from operations of the Hanford Site.

  12. [Quality management is associated with high quality services in health care].

    Science.gov (United States)

    Nielsen, Tenna Hassert; Riis, Allan; Mainz, Jan; Jensen, Anne-Louise Degn

    2013-12-09

    In these years, quality management has been the focus in order to meet high quality services for the patients in Danish health care. This article provides information on quality management and quality improvement and it evaluates its effectiveness in achieving better organizational structures, processes and results in Danish health-care organizations. Our findings generally support that quality management is associated with high quality services in health care.

  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. Analyzing e-service quality in service-based website by E-SERVQUAL

    Directory of Open Access Journals (Sweden)

    Babak Nemati

    2012-04-01

    Full Text Available Over the past two decades, two-way communication via web-based exchanges has been a popular method for different activities such as electronic transaction, publication, broadcasting, and other service applications. However, it is always necessary to measure the performance quality of web services using different technique such as e-SERVQUAL model. The proposed study of this paper uses this technique for measuring the quality of Iranian university e-services. The proposed study distributes a standard questionnaire among students who use this service through internet. The results indicate that only efficiency and online service quality in the e-service system are desirable. Managerial implications are represented.

  15. Automated Method for Monitoring Water Quality Using Landsat Imagery

    Directory of Open Access Journals (Sweden)

    D. Clay Barrett

    2016-06-01

    Full Text Available Regular monitoring of water quality is increasingly necessary to keep pace with rapid environmental change and protect human health and well-being. Remote sensing has been suggested as a potential solution for monitoring certain water quality parameters without the need for in situ sampling, but universal methods and tools are lacking. While many studies have developed predictive relationships between remotely sensed surface reflectance and water parameters, these relationships are often unique to a particular geographic region and have little applicability in other areas. In order to remotely monitor water quality, these relationships must be developed on a region by region basis. This paper presents an automated method for processing remotely sensed images from Landsat Thematic Mapper (TM and Enhanced Thematic Mapper Plus (ETM+ and extracting corrected reflectance measurements around known sample locations to allow rapid development of predictive water quality relationships to improve remote monitoring. Using open Python scripting, this study (1 provides an openly accessible and simple method for processing publicly available remote sensing data; and (2 allows determination of relationships between sampled water quality parameters and reflectance values to ultimately allow predictive monitoring. The method is demonstrated through a case study of the Ozark/Ouchita-Appalachian ecoregion in eastern Oklahoma using data collected for the Beneficial Use Monitoring Program (BUMP.

  16. Monitoring Quality of Biotherapeutic Products Using Multivariate Data Analysis.

    Science.gov (United States)

    Rathore, Anurag S; Pathak, Mili; Jain, Renu; Jadaun, Gaurav Pratap Singh

    2016-07-01

    Monitoring the quality of pharmaceutical products is a global challenge, heightened by the implications of letting subquality drugs come to the market on public safety. Regulatory agencies do their due diligence at the time of approval as per their prescribed regulations. However, product quality needs to be monitored post-approval as well to ensure patient safety throughout the product life cycle. This is particularly complicated for biotechnology-based therapeutics where seemingly minor changes in process and/or raw material attributes have been shown to have a significant effect on clinical safety and efficacy of the product. This article provides a perspective on the topic of monitoring the quality of biotech therapeutics. In the backdrop of challenges faced by the regulatory agencies, the potential use of multivariate data analysis as a tool for effective monitoring has been proposed. Case studies using data from several insulin biosimilars have been used to illustrate the key concepts.

  17. Service Quality and Customer Satisfaction on the Value Effect of Services: An Application in Railway Transport

    Directory of Open Access Journals (Sweden)

    Cemalettin DEMİRELİ

    2014-12-01

    Full Text Available The importance of passenger transportation by rail increased with highspeed trains to put in service although scientific studies related YHT has been rather limited. In this study, high-speed train service and quality of the services values offered in sizes revealed and their effect on the customer satisfaction of this size is revealed. This study has been applied to the 630 high-speed train travelers customers. Customer satisfaction is measured in three items of the one-dimensional. When The relationship between customer satisfaction with service quality and service value examined, no relationship with satisfaction and communication which the sub-dimensions of service quality and low levels relationship between the other dimensions has been determined. Research results in terms of creating customer satisfaction in YHT services, the importance of service quality and service value are put forward

  18. Application of Service Quality Model in Education Environment

    Directory of Open Access Journals (Sweden)

    Ting Ding Hooi

    2016-02-01

    Full Text Available Most of the ideas on service quality stem from the West. The massive developments in research in the West are undeniable of their importance. This leads to the generation and development of new ideas. These ideas were subsequently channeled to developing countries. Ideas obtained were then formulated and used by these developing countries in order to obtain better approach in channeling service quality. There are ample to be learnt from the service quality model, SERVQUAL which attain high acceptance in the West. Service quality in the education system is important to guarantee the effectiveness and quality of education. Effective and quality education will be able to offer quality graduates, which will contribute to the development of the nation. This paper will discuss the application of the SERVQUAL model into the education environment.

  19. Process monitoring using a Quality and Technical Surveillance Program

    International Nuclear Information System (INIS)

    Rafferty, C.A.

    1995-01-01

    The purpose of process monitoring using a Quality and Technical Surveillance Program was to help ensure manufactured clad vents sets fully met technical and quality requirements established by the manufacturer and the customer, and that line and program management were immediately alerted if any aspect of the manufacturing activities drifted out of acceptable limits. The Quality and Technical Surveillance Program provided a planned, scheduled approach to monitor key processes and documentation illuminated potential problem areas early enough to permit timely corrective actions to reverse negative trends that, if left uncorrected, could have resulted in deficient hardware. Significant schedule and cost impacts were eliminated

  20. The CMS Data Quality Monitoring software experience and future improvements

    CERN Document Server

    De Guio, Federico

    2013-01-01

    The Data Quality Monitoring (DQM) Software proved to be a central tool in the CMS experiment. Its flexibility allowed its integration in several environments Online, for real-time detector monitoring; Offline, for the final, fine-grained Data Certification; Release Validation, to constantly validate the functionality and the performance of the reconstruction software; in Monte Carlo productions. The central tool to deliver Data Quality information is a web site for browsing data quality histograms (DQM GUI). In this contribution the usage of the DQM Software in the different environments and its integration in the CMS Reconstruction Software Framework and in all production workflows are presented.

  1. A generalized Web Service response time metric to support collaborative and corroborative Web Service monitoring

    CSIR Research Space (South Africa)

    Makitla, I

    2015-12-01

    Full Text Available In this paper, we describe the development of a generalized metric for computing response time of a web service. Such a generalized metric would help to develop consensus with regards to the meanings of contracted Quality of Service (QoS) parameters...

  2. Data Quality Monitoring of the CMS Tracker

    CERN Document Server

    Dutta, Suchandra

    2010-01-01

    histograms which are filled with information from raw and reconstructed data computed at the level of individual detectors. Furthermore, statistical tests are performed on these histograms to check the quality and flags are generated automatically. Results are visualized with web based graphical user interfaces. Final data certification is done combining these automatic flags and manual inspection. The Tracker DQM system has been successfully used during cosmic data tak...

  3. [The telemedical service centre as an essential element of the conceptual approach for telemonitoring of cardiac patients : Requirements on the service, quality, and technical realization of telemonitoring].

    Science.gov (United States)

    Helms, T M; Müller, A; Perings, C; Köhler, F; Leonhardt, V; Rybak, K; Sack, S; Stockburger, M

    2017-09-01

    Telemonitoring as part of a treatment strategy supports and facilitates the monitoring, disease management and education of patients with heart failure and cardiac arrhythmias. Therefore, telemonitoring affects quality and success of the therapy. Thus, meeting the needs of the patients and of the involved health care professionals is important for the success of the telemonitoring service. Moreover, a high quality of the service has to be ensured. The following article describes several configuration options for telemonitoring services considering technical as well as quality- and service-related aspects.

  4. Quality assurance in individual monitoring: A summary of the EURADOS survey 2012

    International Nuclear Information System (INIS)

    Gilvin, P.; Alves, J.G.; Cherestes, C.; Dijk, J.W.E. van; Lehtinen, M.; Rossi, F.; Vekic, B.

    2014-01-01

    EURADOS Working Group 2 (WG2) on Harmonization of Individual Monitoring is a network of individual monitoring services (IMSs) that aims to promote quality, technical excellence and good practice in European Member States. To help to improve quality, in 2012 EURADOS WG2 carried out a survey of IMSs in Europe. The survey was sent to about 170 IMS and included questions on: the use of formal quality assurance (QA) standards, QA in dosimetry, matters of practice, and common sources of error. The present paper summarises the main findings of the survey, and compares them with those of an earlier study (2003). The survey found that profile of QA is high amongst the responding IMSs, and that most are following good practice. A majority of services comply with formal quality standards and good attention is paid to traceability, method validation and proficiency testing. There are some areas where lessons can be learned, for example in the assessment of measurement uncertainty; and it remains very instructive to see what the main causes of error are for IMSs in general. - Highlights: • EURADOS has surveyed QA practice amongst European dosimetry services. • The survey was comprehensive, covering most of the monitored workers in Europe. • The profile of QA among IMS is reassuringly high. • Many services follow formal QA standards, e.g. ISO 17025. • But there are still some lessons that can be learned

  5. GIS Mapping and Monitoring of Cellular Communication Quality in Terms of Crowdsourcing

    Directory of Open Access Journals (Sweden)

    Zanozin Viktor Valeryevich

    2015-09-01

    Full Text Available At the present day the monitoring of mobile services quality is carried out in the framework of the internal audit of the enterprise communications. The Federal Service for Supervision of Communications, Information Technology and Mass Communications (Roskomnadzor does not yet have high-quality assurance techniques of services and conducts partial spot checks on the basis of existing normative legal acts (NLA. One of cellular communication quality monitoring method is Netmonitoring. Netmonitoring, as one of the possible types of quality control services provided by mobile operators, is described in this article. Netmonitoring is provided in the Astrakhan city on the Kirova street, Savushkina street, Kubanskya street, Magistralnaya street and other large streets of the city. There are more than 150 cellular level measurements. Netmonitoring is based on crowdsourcing and mobile mapping. Mobile mapping is the process of collecting geospatial data using mapping sensors mounted on a mobile platform. The search of base stations was carried out by means of such programs as Netmonitoring, Network Signal Info and Antennas. The resulting data, namely the network code, “cell ID” and local area code, were used for geo-information programs creation. The experience in designing KML and Visual Basic languages programs Netmonitoring and AstraNetMonitoring is described in this paper.

  6. Automated speech quality monitoring tool based on perceptual evaluation

    OpenAIRE

    Vozňák, Miroslav; Rozhon, Jan

    2010-01-01

    The paper deals with a speech quality monitoring tool which we have developed in accordance with PESQ (Perceptual Evaluation of Speech Quality) and is automatically running and calculating the MOS (Mean Opinion Score). Results are stored into database and used in a research project investigating how meteorological conditions influence the speech quality in a GSM network. The meteorological station, which is located in our university campus provides information about a temperature,...

  7. Quality assurance and quality control for Hydro-Quebec's ambient air monitoring networks

    International Nuclear Information System (INIS)

    Lambert, M.; Varfalvy, L.

    1993-01-01

    Hydro Quebec has three ambient air monitoring networks to determine the contribution of some of its thermal plants to ambient air quality. They are located in Becancour (gas turbines), Iles-de-la-Madeleine (diesel), and Tracy (conventional oil-fired). To ensure good quality results and consistency between networks, a quality assurance/quality control program was set up. A description is presented of the ambient air quality monitoring network and the quality assurance/quality control program. A guide has been created for use by the network operators, discussing objectives of the individual network, a complete description of each network, field operation for each model of instrument in use, treatment of data for each data logger in use, global considerations regarding quality assurance and control, and reports. A brief overview is presented of the guide's purpose and contents, focusing on the field operation section and the sulfur dioxide and nitrogen oxide monitors. 6 figs., 1 tab

  8. Computational inference and control of quality in multimedia services

    NARCIS (Netherlands)

    Menkovski, V.

    2013-01-01

    Quality is the degree of excellence we expect of a service or a product. It is also one of the key factors that determine its value. For multimedia services, understanding the experienced quality means understanding how the delivered delity, precision and reliability correspond to the users'

  9. Service quality as goal and outcome of ergonomics research

    DEFF Research Database (Denmark)

    Sørensen, Ole Henning

    2014-01-01

    and service quality. The study conducted an employee survey with 754 preschool teachers in 98 Danish preschools and a user survey among 8116 parents. Significant correlations were found between well-being and service quality measures from both employees and users indicating a link between traditional...

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

    Science.gov (United States)

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

    2012-01-01

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

  11. Framing perceived service quality and related constructs : A multilevel approach

    NARCIS (Netherlands)

    Roest, H.C.A.; Koelemeijer, K.

    1993-01-01

    Despite many publications on perceived service quality, the position of the construct relative to other key constructs in marketing/consumer behavior remains vague. This paper tries to bring conceptual clarity with regard to the relationships between perceived service quality, customer satisfaction/

  12. Status and future trends of Analytical Quality Control Services

    International Nuclear Information System (INIS)

    LaBrecque, J.J.; Schelenz, R.; Hardy, E.P.

    1987-07-01

    This report reviews the present Analytical Quality Control Services (AQCS) programme components in the light of the needs of IAEA Member States for analytical reference materials and intercomparisons, provides guidelines for the direction which the programme should take in the future and identifies the type of Analytical Quality Control Services most urgently required by the Member States

  13. On the perceived dynamics of retail service quality

    NARCIS (Netherlands)

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

    1997-01-01

    This paper addresses the issue of perceived service quality from a dynamic perspective. This perspective invites respondents to reflect on individual service episodes as well as to make an overall assessment of the quality of this relationship over time. The results of an empirical test of the

  14. Product quality, service reliability and management of operations at ...

    African Journals Online (AJOL)

    High product quality, service reliability, and management of operations are key factors in business growth and sustainability. Analyzing “The Starbucks Experience” is a pedagogical approach to reinforcing the concepts of control and management of quality, service reliability, and efficient operations in action. The objective ...

  15. WHAT FACTORS INFLUENCE QUALITY SERVICE IMPROVEMENT IN MONTENEGRO: EMPIRICAL ANALYSIS

    Directory of Open Access Journals (Sweden)

    Djurdjica Perovic

    2013-03-01

    Full Text Available In this paper, using an Ordinary Least Square regression (OLS, we investigate whether intangible elements influence tourist's perception about service quality. Our empirical results based on tourist survey in Montenegro, indicate that intangible elements of tourism product have positive impact on tourist's overall perception of service quality in Montenegro.

  16. Influence of Sex and Bank- Type on Service Quality Perceptions ...

    African Journals Online (AJOL)

    The importance of customer's perception of service quality has received tremendous research attention. What is not yet established are the factors that underlie such perception of service quality. To fill this gap, the present study was designed to examine the influence of sex of bank customers and bank-type on customer's ...

  17. Quality of Service in Bluetooth networking - part I

    NARCIS (Netherlands)

    van der Zee, Martin; Heijenk, Geert

    The Quality of Service functions and procedures included in the Bluetooth 1.0 specification have been reviewed. Next issues associated with providing Quality of Service over a wireless link in general and Bluetooth in particular have been investigated. Allthough the Bluetooth 1.0 specification

  18. Analytical quality, performance indices and laboratory service

    DEFF Research Database (Denmark)

    Hilden, Jørgen; Magid, Erik

    1999-01-01

    analytical error, bias, cost effectiveness, decision-making, laboratory techniques and procedures, mass screening, models, statistical, quality control......analytical error, bias, cost effectiveness, decision-making, laboratory techniques and procedures, mass screening, models, statistical, quality control...

  19. Approaches to the quality management in tourism services

    Directory of Open Access Journals (Sweden)

    Ida Vajčnerová

    2010-01-01

    Full Text Available The paper focuses on the systems of quality used in tourism services. It introduces approaches based on observing facility standards that are used in the Czech Republic in the area of accommodation and boarding services (Hotelstars, HACAP, then ISO standards of 9000 group and the systems of complex quality management. Within the frame of complex quality management it deals with the model of exceptionality EFQM (European Foundation for Quality Management and the European integrated system of quality IQM (Integrated Quality Management in more detail. The necessity to support the quality of tourism services is pointed out in the paper, as well as to create a national system of quality or possibly using already existing European systems of international character.

  20. IT enabled service delivery innovation from quality perspective

    Directory of Open Access Journals (Sweden)

    Yao-Chin Lin

    2014-03-01

    Full Text Available The objective is to understand how information and service quality to influence of IT enabled service (ITeS, then to enhance service delivery innovation (SDI. This study bases ITeS to elaborate two research questions by adopting Rodosek’s business reference model. Consequently, we conduct a case study approach, by deriving proposals concerning the relationships among two quality perspectives, ITeS, and SDI in a Taiwanese publishing company. In the end, we concluded three related findings. Firstly, the company based on service orientated to provide basic service functions to encourage more users to enjoy their services, as well as facilitating collaborative work via the online discussion area. Secondly, the company adopted advanced service functions to extend their service scopes to end-users, such as download the news into handheld devices. Finally, the company utilized the supporting service functions to assist customers integrating the ideas and plans.

  1. Exploring the relationship between service quality and customer satisfaction in postal financial service

    Directory of Open Access Journals (Sweden)

    Steven K Msosa

    2015-09-01

    Full Text Available Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty

  2. DEVELOPMENT OF REMOTE TOOLS TO ASSESS THE EFFECTIVENESS AND QUALITY OF CAR SERVICE ENTERPRISES WORK

    Directory of Open Access Journals (Sweden)

    Vladimir Kozlovskiy

    2017-09-01

    Full Text Available The paper is updated development problem of remote tools to assess the effectiveness and work quality of the corporate car service enterprises. This paper presents the author’s methodology of activity estimation car service enterprises based on corporate information reflecting the report on the production activities of the service company. Specialized information system has been developed and implemented based on the proposed methodology. Specialized information system is the analytical tool for assessing the activities of enterprises the brand network of car service, for one of the largest national carmakers. The aim of research is development and realization of a monitoring system for certain areas of the car service work that significantly affect the quality process of the maintenance service. In addition, the paper is devoted to solving urgent issues of collection and processing of real data on warranty defects of cars.

  3. Renewing focus on family planning service quality globally.

    Science.gov (United States)

    Hancock, Nancy L; Stuart, Gretchen S; Tang, Jennifer H; Chibwesha, Carla J; Stringer, Jeffrey S A; Chi, Benjamin H

    2016-01-01

    Reducing the global unmet need for contraception is currently a priority for many governments, multi-lateral initiatives, non-governmental organizations, and donors. Evidence strongly suggests that the provision of quality family planning services can increase uptake, prevalence, and continuation of contraception. While an accepted framework to define the components of family planning service quality exists, translating this framework into assessment tools that are accessible, easily utilized, and valid for service providers has remained a challenge. We propose new approaches to improve the standardization and accessibility of family planning service quality assessment tools to simplify family planning service quality evaluation. With easier approaches to program evaluation, quality improvements can be performed more swiftly to help increase uptake and continuation of contraception to improve the health of women and their families.

  4. Perceived service quality's effect on patient satisfaction and behavioural compliance.

    Science.gov (United States)

    Mohamed, Bahari; Azizan, Noor Azlinna

    2015-01-01

    The purpose of this paper is to advance healthcare service quality research using hierarchical component models. This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses. The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS. Only one hospital was evaluated. The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design. Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.

  5. QUALITY OF PUBLIC TRANSPORTATION SERVICES IN URBAN AREA OF ORADEA

    Directory of Open Access Journals (Sweden)

    Silaghi Simona

    2010-12-01

    Full Text Available Intensification of public transport in urban areas due to increased mobility at regional and national levels, discrepancies among urban areas with same population and lack of statistical data related to performance and quality of public transport services are the main determinants of this paper. A separation line must be drawn between quality of services and performance indicators of public transport system. Service quality is a multi subjective outcome of an array of intangible variables. Service quality can be approached from four directions: consumer, vehicle performance (including the human operator, specialized company in passenger transport, and the Government (local Councils. Availability, comfort and convenience are the two main indicators that must be evaluated by citizens as being with high grades for a good quality of urban transport services. The instrument used to gather data is the preference survey.

  6. The Effect of Hospital Service Quality on Patient's Trust.

    Science.gov (United States)

    Zarei, Ehsan; Daneshkohan, Abbas; Khabiri, Roghayeh; Arab, Mohammad

    2015-01-01

    The trust is meant the belief of the patient to the practitioner or the hospital based on the concept that the care provider seeks the best for the patient and will provide the suitable care and treatment for him/her. One of the main determinants of patient's trust is the service quality. This study aimed to examine the effect of quality of services provided in private hospitals on the patient's trust. In this descriptive cross-sectional study, 969 patients were selected using the consecutive method from eight private general hospitals of Tehran, Iran, in 2010. Data were collected through a questionnaire containing 20 items (14 items for quality, 6 items for trust) and its validity and reliability were confirmed. Data were analyzed using descriptive statistics and multivariate regression. The mean score of patients' perception of trust was 3.80 and 4.01 for service quality. Approximately 38% of the variance in patient trust was explained by service quality dimensions. Quality of interaction and process (P quality of the environment had no significant effect on the patients' degree of trust. The interaction quality and process quality were the key determinants of patient's trust in the private hospitals of Tehran. To enhance the patients' trust, quality improvement efforts should focus on service delivery aspects such as scheduling, timely and accurate doing of the service, and strengthening the interpersonal aspects of care and communication skills of doctors, nurses and staff.

  7. A Wireless Sensor Network-Based Approach with Decision Support for Monitoring Lake Water Quality.

    Science.gov (United States)

    Huang, Xiaoci; Yi, Jianjun; Chen, Shaoli; Zhu, Xiaomin

    2015-11-19

    Online monitoring and water quality analysis of lakes are urgently needed. A feasible and effective approach is to use a Wireless Sensor Network (WSN). Lake water environments, like other real world environments, present many changing and unpredictable situations. To ensure flexibility in such an environment, the WSN node has to be prepared to deal with varying situations. This paper presents a WSN self-configuration approach for lake water quality monitoring. The approach is based on the integration of a semantic framework, where a reasoner can make decisions on the configuration of WSN services. We present a WSN ontology and the relevant water quality monitoring context information, which considers its suitability in a pervasive computing environment. We also propose a rule-based reasoning engine that is used to conduct decision support through reasoning techniques and context-awareness. To evaluate the approach, we conduct usability experiments and performance benchmarks.

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

    Science.gov (United States)

    Aktas, Demet; Terzioglu, Fusun

    2015-01-01

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

  9. Quality of family planning services in Northwest Ethiopia | Fantahun ...

    African Journals Online (AJOL)

    Background: The unmet need for family planning services in Ethiopia is believed to be high (36%) while the already available services do not appear to be optimally used by potential clients. It is thus expected that an assessment and improvement of the quality of family planning services could enhance family planning ...

  10. Quality Function Deployment: Application to Chemotherapy Unit Services

    Directory of Open Access Journals (Sweden)

    Neda Hashemi

    2015-10-01

    Full Text Available Background: Today’s healthcare organizations are challenged by pressures to meet growing population demands and enhance community health through improving service quality. Quality function deployment is one of the widely-used customerdriven approaches for health services development. In the current study, quality function deployment is used to improve the quality of chemotherapy unit services. Methods: First, we identified chemotherapy outpatient unit patients as chemotherapy unit customers. Then, the Delphi technique and component factor analysis with orthogonal rotation was employed to determine their expectations. Thereafter, data envelopment analysis was performed to specify user priorities. We determined the relationships between patients’ expectations and service elements through expert group consensus using the Delphi method and the relationships between service elements by Pearson correlation. Finally, simple and compound priorities of the service elements were derived by matrix calculation. Results: Chemotherapy unit patients had four main expectations: access, suitable hotel services, satisfactory and effective relationships, and clinical services. The chemotherapy unit has six key service elements of equipment, materials, human resources, physical space, basic facilities, and communication and training. There were four-level relationships between the patients’ expectations and service elements, with mostly significant correlations between service elements. According to the findings, the functional group of basic facilities was the most critical factor, followed by materials. Conclusion: The findings of the current study can be a general guideline as well as a scientific, structured framework for chemotherapy unit decision makers in order to improve chemotherapy unit services.

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

    Science.gov (United States)

    Korschgen, Ann J.; Rounds, Dan

    1992-01-01

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

  12. Customer Contribution to improving Service Quality in the Hospitality Industry

    OpenAIRE

    Dragos Constantin Vasile

    2009-01-01

    The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performing a qualitycontrol function. This involves a series of activities to be achieved by them: (1) on-the-spot quality control, (2) service failure...

  13. Impact of hotel service quality on the loyalty of customers

    OpenAIRE

    Jasinskas, Edmundas; Streimikiene, Dalia; Svagzdiene, Biruta; Simanavicius, Arturas

    2016-01-01

    The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In t...

  14. Service Quality in Distance Education using the Gronroos Model

    OpenAIRE

    Hamid, Fazelina Sahul; Yip, Nick

    2016-01-01

    Demand for distance education programs have been increasing rapidly over the years. As a result, assessment of the quality of distance education programs has become a strategic issue that is very pertinent for program survival. This study uses Gronroos Model for assessing the service quality of the Malaysian distance education institutions. This model is chosen because it takes into account of the service delivery process and also service outcome. Our study confirms the multidimensional natur...

  15. Determinants of service quality in bureaucracy: Parkinson's theory at work

    OpenAIRE

    Jochimsen, Beate

    2007-01-01

    Parkinson's law states that work expands to fill the time available for its completion and that the number of administrators in an office is bound to increase over time. An unique laboratory to test Parkinson's ideas are vehicle registration offices in Germany. Using their data we found empirical support for Parkinson's law: First, service quality is no better in offices that have more staff per case. Second, service quality is worse if the service procedure is disaggregated into multiple sma...

  16. A Simple Approach for Monitoring Business Service Time Variation

    Directory of Open Access Journals (Sweden)

    Su-Fen Yang

    2014-01-01

    Full Text Available Control charts are effective tools for signal detection in both manufacturing processes and service processes. Much of the data in service industries comes from processes having nonnormal or unknown distributions. The commonly used Shewhart variable control charts, which depend heavily on the normality assumption, are not appropriately used here. In this paper, we propose a new asymmetric EWMA variance chart (EWMA-AV chart and an asymmetric EWMA mean chart (EWMA-AM chart based on two simple statistics to monitor process variance and mean shifts simultaneously. Further, we explore the sampling properties of the new monitoring statistics and calculate the average run lengths when using both the EWMA-AV chart and the EWMA-AM chart. The performance of the EWMA-AV and EWMA-AM charts and that of some existing variance and mean charts are compared. A numerical example involving nonnormal service times from the service system of a bank branch in Taiwan is used to illustrate the applications of the EWMA-AV and EWMA-AM charts and to compare them with the existing variance (or standard deviation and mean charts. The proposed EWMA-AV chart and EWMA-AM charts show superior detection performance compared to the existing variance and mean charts. The EWMA-AV chart and EWMA-AM chart are thus recommended.

  17. A simple approach for monitoring business service time variation.

    Science.gov (United States)

    Yang, Su-Fen; Arnold, Barry C

    2014-01-01

    Control charts are effective tools for signal detection in both manufacturing processes and service processes. Much of the data in service industries comes from processes having nonnormal or unknown distributions. The commonly used Shewhart variable control charts, which depend heavily on the normality assumption, are not appropriately used here. In this paper, we propose a new asymmetric EWMA variance chart (EWMA-AV chart) and an asymmetric EWMA mean chart (EWMA-AM chart) based on two simple statistics to monitor process variance and mean shifts simultaneously. Further, we explore the sampling properties of the new monitoring statistics and calculate the average run lengths when using both the EWMA-AV chart and the EWMA-AM chart. The performance of the EWMA-AV and EWMA-AM charts and that of some existing variance and mean charts are compared. A numerical example involving nonnormal service times from the service system of a bank branch in Taiwan is used to illustrate the applications of the EWMA-AV and EWMA-AM charts and to compare them with the existing variance (or standard deviation) and mean charts. The proposed EWMA-AV chart and EWMA-AM charts show superior detection performance compared to the existing variance and mean charts. The EWMA-AV chart and EWMA-AM chart are thus recommended.

  18. 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.

  19. Analysis of tangible and intangible hotel service quality components

    Directory of Open Access Journals (Sweden)

    Marić Dražen

    2016-01-01

    Full Text Available The issue of service quality is one of the essential areas of marketing theory and practice, as high quality can lead to customer satisfaction and loyalty, i.e. successful business results. It is vital for any company, especially in services sector, to understand and grasp the consumers' expectations and perceptions pertaining to the broad range of factors affecting consumers' evaluation of services, their satisfaction and loyalty. Hospitality is a service sector where the significance of these elements grows exponentially. The aim of this study is to identify the significance of individual quality components in hospitality industry. The questionnaire used for gathering data comprised 19 tangible and 14 intangible attributes of service quality, which the respondents rated on a five-degree scale. The analysis also identified the factorial structure of the tangible and intangible elements of hotel service. The paper aims to contribute to the existing literature by pointing to the significance of tangible and intangible components of service quality. A very small number of studies conducted in hospitality and hotel management identify the sub-factors within these two dimensions of service quality. The paper also provides useful managerial implications. The obtained results help managers in hospitality to establish the service offers that consumers find the most important when choosing a given hotel.

  20. Monitoring Indoor Air Quality for Enhanced Occupational Health.

    Science.gov (United States)

    Pitarma, Rui; Marques, Gonçalo; Ferreira, Bárbara Roque

    2017-02-01

    Indoor environments are characterized by several pollutant sources. Because people spend more than 90% of their time in indoor environments, several studies have pointed out the impact of indoor air quality on the etiopathogenesis of a wide number of non-specific symptoms which characterizes the "Sick Building Syndrome", involving the skin, the upper and lower respiratory tract, the eyes and the nervous system, as well as many building related diseases. Thus, indoor air quality (IAQ) is recognized as an important factor to be controlled for the occupants' health and comfort. The majority of the monitoring systems presently available is very expensive and only allow to collect random samples. This work describes the system (iAQ), a low-cost indoor air quality monitoring wireless sensor network system, developed using Arduino, XBee modules and micro sensors, for storage and availability of monitoring data on a web portal in real time. Five micro sensors of environmental parameters (air temperature, humidity, carbon monoxide, carbon dioxide and luminosity) were used. Other sensors can be added for monitoring specific pollutants. The results reveal that the system can provide an effective indoor air quality assessment to prevent exposure risk. In fact, the indoor air quality may be extremely different compared to what is expected for a quality living environment. Systems like this would have benefit as public health interventions to reduce the burden of symptoms and diseases related to "sick buildings".

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

    Science.gov (United States)

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

    2007-11-01

    This article conceptually and empirically explores the relationships among manager personality, manager service quality orientation, and climate for customer service. Data were collected from 1,486 employees and 145 managers in grocery store departments (N = 145) to test the authors' theoretical model. Largely consistent with hypotheses, results revealed that core self-evaluations were positively related to managers' service quality orientation, even after dimensions of the Big Five model of personality were controlled, and that service quality orientation fully mediated the relationship between personality and global service climate. Implications for personality and organizational climate research are discussed. (c) 2007 APA

  2. [Quality of service provided to heart surgery patients of the Unified Health System-SUS].

    Science.gov (United States)

    Borges, Juliana Bassalobre Carvalho; Carvalho, Sebastião Marcos Ribeiro de; Silva, Marcos Augusto de Moraes

    2010-01-01

    To evaluate the service quality provided to heart surgery patients during their hospital stay, identifying the patient's expectations and perceptions. To associate service quality with: gender, age and the use of extracorporeal circulation. We studied 82 elective heart surgery patients (52.4% females and 47.6% males), operated by midsternal thoracotomy, age: 31 to 83 years (60.4 +/- 13.2 years); period: March to September 2006. Service quality was evaluated in two instances: the expectations at pre-operative and the perceptions of the service received on the 6th post-operative; through the application of the modified SERVQUAL scale (SERVQUAL-Card). The result was obtained by the difference of the sum of the scores on perception minus those of the expectations, and through statistical analysis. The SERVQUAL-Card scale was statistically validated, showing adequate level of internal consistency. We found a higher frequency of myocardial revascularization 55 (67.0%); first heart surgery 72 (87.8%) and the use of ECC 69 (84.1%). We noticed high mean values for expectations and perceptions with significant results (Pquality of service with: gender, in empathy (P= 0.04) and age, in reliability (P = 0.02). There was no significant association between ECC and quality of service. Service quality was satisfactory. The patient demonstrated a high expectation to hospital medical service. Women present a higher perception of quality in empathy and younger people in reliability. The use of ECC is not related to service quality in this sample. The data obtained in this study suggest that the quality of this health service can be monitored through the periodical application of the SERVQUAL scale.

  3. Quality of Service in the Internet

    Indian Academy of Sciences (India)

    2005-03-01

    Mar 1, 2005 ... involves market strategy and positioning of Wipro's telecom services and solutions in the world market. Keywords. Best-Effort. Qualify of Service,. Bandwidth, ATM, VOIP, Inte ... transmission mechanisms are not acceptable in case of real time ..... damental Concepts and Key Architectures, McGraw-Hill, 2000.

  4. Quality Is Key--The Impact of Community Service, Community Service Quality, and Reflection on Adolescents' Volunteering Intentions

    Science.gov (United States)

    van Goethem, Anne A. J.; van Hoof, Anne; Orobio de Castro, Bram; van Aken, Marcel A. G.

    2014-01-01

    This study examined the effect of community service program-quality on changes in adolescents' intentions to volunteer. Based on the literature, volunteering intentions were expected to increase by programs with high quality community service activities (e.g., instructive activities) and educational activities including reflection. Adolescents (N=…

  5. Atmosphere and water quality monitoring on Space Station Freedom

    Science.gov (United States)

    Niu, William

    1990-01-01

    In Space Station Freedom air and water will be supplied in closed loop systems. The monitoring of air and water qualities will ensure the crew health for the long mission duration. The Atmosphere Composition Monitor consists of the following major instruments: (1) a single focusing mass spectrometer to monitor major air constituents and control the oxygen/nitrogen addition for the Space Station; (2) a gas chromatograph/mass spectrometer to detect trace contaminants; (3) a non-dispersive infrared spectrometer to determine carbon monoxide concentration; and (4) a laser particle counter for measuring particulates in the air. An overview of the design and development concepts for the air and water quality monitors is presented.

  6. A Beam Quality Monitor for LHC Beams in the SPS

    CERN Document Server

    Papotti, G

    2008-01-01

    The SPS Beam Quality Monitor (BQM) system monitors the longitudinal parameters of the beam before extraction to the LHC to prevent losses and degradation of the LHC luminosity by the injection of low quality beams. It is implemented in two priority levels. At the highest level the SPS-LHC synchronization and global beam structure are verified. If the specifications are not met, the beam should be dumped in the SPS before extraction. On the second level, individual bunch position, length and stability are checked for beam quality assessment. Tolerances are adapted to the mode of operation and extraction to the LHC can also be inhibited. Beam parameters are accessed by acquiring bunch profiles with a longitudinal pick up and fast digital oscilloscope. The beam is monitored for instabilities during the acceleration cycle and thoroughly checked a few ms before extraction for a final decision on extraction interlock. Dedicated hardware and software components implementing fast algorithms are required. In this pape...

  7. Air quality: evolution of monitoring methods at its height

    International Nuclear Information System (INIS)

    Legros, E.J.

    1996-01-01

    In the context of the forthcoming enforcement of the new air law in France, the INERIS (the French National Institute for Industrial Environment and Risks) made a statement at the end of June 1996 about the problems of air quality monitoring and the evolution of measurement tools. This short paper recalls first the historical evolution of the French urban air quality monitoring and its legal aspects, and the recent studies about the cost of air pollution and the impact of diesel particulates, benzene and aromatic hydrocarbons on human health. Then it describes the INERIS works concerning the identification and characterization of pollutants (NOx, CO, CO 2 , SO 2 , lead, ozone, particulates, organic volatile compounds) and the modeling of their dispersion. The monitoring of air quality in France is performed by 31 associations, from which Airparif is devoted to Paris city. (J.S.)

  8. The Danish air quality monitoring programme. Annual Summary for 2006

    Energy Technology Data Exchange (ETDEWEB)

    Kemp, K.; Ellemann, T.; Brandt, J.; Christensen, Jesper; Ketzel, M.

    2007-06-15

    The air quality in Danish cities has been monitored continuously since 1982 within the Danish Air Quality Monitoring (LMP) network. The aim has been to monitor the levels of toxic pollutants in the urban atmosphere and to provide the necessary knowledge to assess the concentration trends, to perform source apportionment, and to evaluate the chemical reactions and the dispersion of the pollutants in the atmosphere. In 2006 the air quality was measured in four Danish cities and at two background sites. Besides this model calculations were carried out to supplement the measurements. NO{sub 2} and PM{sub 10} were at several stations found in concentrations above EU limit values, which the Member States have to comply 2005 and in 2010. While the concentrations for most other pollutants have been strongly decreasing since 1982, only a minor decrease has been observed for NO{sub 2} and O{sub 3}. (au)

  9. Quality Attributes and Service-Oriented Architectures

    National Research Council Canada - National Science Library

    O'Brien, Liam; Bass, Len; Merson, Paulo

    2005-01-01

    .... Because software architecture is the bridge between mission/business goals and a software-intensive system, and quality attribute requirements drive software architecture design, it is important...

  10. Monitoring techniques and alarm procedures for CMS services and sites in WLCG

    CERN Document Server

    Molina-Perez, Jorge Amando

    2012-01-01

    The CMS offline computing system is composed of roughly 80 sites (including most experienced T3s) and a number of central services to distribute, process and analyze data worldwide. A high level of stability and reliability is required from the underlying infrastructure and services, partially covered by local or automated monitoring and alarming systems such as Lemon and SLS; the former collects metrics from sensors installed on computing nodes and triggers alarms when values are out of range, the latter measures the quality of service and warns managers when service is affected. CMS has established computing shift procedures with personnel operating worldwide from remote Computing Centers, under the supervision of the Computing Run Coordinator on duty at CERN. This dedicated 24/7 computing shift personnel is contributing to detect and react timely on any unexpected error and hence ensure that CMS workflows are carried out efficiently and in a sustained manner. Synergy among all the involved actors is explo...

  11. Optimal Quality Strategy and Matching Service on Crowdfunding Platforms

    Directory of Open Access Journals (Sweden)

    Wenqing Wu

    2018-04-01

    Full Text Available This paper develops a crowdfunding platform model incorporating quality and a matching service from the perspective of a two-sided market. It aims to explore the impact of different factors on the optimal quality threshold and matching service in a context of crowdfunding from the perspective of a two-sided market. We discuss the impact of different factors on the optimal quality threshold and matching service. Two important influential factors are under consideration, simultaneously. One is the quality threshold of admission and the other is the matching efficiency on crowdfunding platforms. This paper develops a two-sided market model incorporating quality, a matching service, and the characters of crowdfunding campaigns. After attempting to solve the model by derivative method, this paper identifies the mechanism of how the parameters influence the optimal quality threshold and matching service. Additionally, it compares the platform profits in scenarios with and without an exclusion policy. The results demonstrate that excluding low-quality projects is profitable when funder preference for project quality is substantial enough. Crowdfunding platform managers would be unwise to admit the quality threshold of the crowdfunding project and charge entrance fees when the parameter of funder preference for project quality is small.

  12. EVALUATION OF SERVICE QUALITY OF AIRWAY COMPANIES GIVING DOMESTIC SERVICES IN TURKEY WITH FUZZY SET APPROACH

    Directory of Open Access Journals (Sweden)

    H. Handan DEMIR

    2013-01-01

    Full Text Available Today, service quality has become a major phenomenon with the requirement of meeting consumer demands in the best way brought along with the rising competition between companies. Airway transportation is preferred more and more during the recent years. Many qualitative and quantitative criteria are considered while evaluating service criteria in airway transportation. In this context, evaluation of service quality is a decisionmaking problem with many criteria. The purpose of this study is to evaluate service quality of domestic airway companies in Turkey. In this study; fuzzy TOPSIS method which is one of the most preferred fuzzy MCDM methods, extension of multi criteria decision making methods in fuzzy environments, considering qualitative and quantitative criteria together and giving opportunity to make group decisions in fuzzy environments. As a result, evaluation was made based on service quality criteria for the most preferred airways companies in Turkey and these companies were ranked according to their levels of service quality.

  13. The design & delivery of quality services: A paradigm shift

    Directory of Open Access Journals (Sweden)

    D. B.H. Smith

    2002-12-01

    Full Text Available As result of the increasingly important role information technology (IT is playing in service provision, less person-to-person contact will in future be made during service provision. Highly skilled specialists will make the remaining contact. Emphasis will shift to speed of delivery, with logistics playing an important role. The designers of services must take these factors into account if they wish to design quality services.

  14. Evaluating the service quality of third-party logistics service providers using the analytic hierarchy process

    Directory of Open Access Journals (Sweden)

    Soon-hoo So

    2006-12-01

    Full Text Available In this study we apply the analytic hierarchy process (AHP to evaluate the service quality of third-party logistics (3PL service providers. We first conceptualize five dimensions of 3PL service quality (i.e. tangibles, reliability, responsiveness, assurance and empathy. We then apply the AHP method to determine the relative weights of the five service quality dimensions and eventually select the best 3PL service provider. To implement this idea in practice, we conduct an empirical case study on four companies providing 3PL services in Korea. The results indicate that Responsiveness out of the five service quality dimensions is the most important factor in the perception of 3PL customers.

  15. Service Encounter Related Process Quality, Patient Satisfaction, and Behavioral Intention

    Directory of Open Access Journals (Sweden)

    Nandakumar Mekoth

    2011-12-01

    Full Text Available This study identifies some of the critical service encounters thatthe outpatients undergo in a health care facility and investigateswhether the service encounter related process quality as perceivedby the patients leads to patient satisfaction, repeat visit, and recommendationintentions. Personal visits, observations, and enquiriesat the outpatient center have been conducted to identifythe various service encounters that outpatients undergo in thehospital. Exit interviews of the outpatients have been conductedto identify service encounter related process quality variableswhich determine patient satisfaction and behavioral intentions.A preliminary scale to measure service encounter related processquality was developed and its factor structure and internal consistencyreliability were established. The study reveals that boththe physician quality and laboratory quality have been found tobe significantly related to patient satisfaction. However, quite interestingly,courtesy shown by the registration or outpatient staff,perceived length of waiting time, or even the salient aspects of theservicescape, did not influence patient satisfaction.

  16. Marketing to older patients: perceptions of service quality.

    Science.gov (United States)

    Brand, R R; Cronin, J J; Routledge, J B

    1997-01-01

    Marketing has taken on increased importance in the United States' health care industry, especially with respect to Americans aged 55 and older. Given that health care costs account for 14 percent of the GNP of the U.S., and that older Americans represent nearly 25 percent of all health care expenditures, the ability of physicians to assess the perceptions of service quality, service value, and satisfaction and the effects of these variables on patient loyalty with respect to older patients is very important. A comprehensive model of patient behavior is introduced and tested. The results suggest the medical office staff and the expertise of the physician play particularly important roles in older patients' perceptions of service quality. In addition, strong relationships were found between (1) Service Quality and Satisfaction, (2) Satisfaction and Patient Behavior (repeated use of the physician), and (3) Service Quality and Patient Behavior. Conclusions and suggestions for future research are offered.

  17. Website Service Quality in Ireland: An Empirical Study

    Science.gov (United States)

    Connolly, Regina

    Despite the fact that service quality is a critical determinant of website success, studies show that consumers frequently view the service quality delivered through websites as unsatisfactory. This paper outlines a study that investigated the dimensions of website service excellence valued by Irish customers of a small-to-medium enterprise specialising in gifts. The E-S-QUAL measurement instrument was applied to the customers who purchase products online from this retailer, in order to determine their purchasing patterns and the dimensions of e-service quality that they value. The results of this study indicate the effectiveness of the instrument in determining gaps in e-service quality. The findings will be of benefit both to practitioners and researchers seeking to improve their understanding of the factors that contribute towards the creation and maintenance of consumer satisfaction in Irish online transactions.

  18. Service quality of B&B hotels in Novi Sad

    Directory of Open Access Journals (Sweden)

    Ivkov Milan

    2016-01-01

    Full Text Available Providing quality service is a priority for service companies. The quality of services being offered to customers is considered to be a means by which hotels obtain a competitive advantage in the market. The aim of this study was to identify the effects of customer satisfaction on their loyalty and frequency of re-visit intention in the hotels in Novi Sad. The research results indicate that management teams of analyzed hotels understand the needs of their guests quite well. Based on the results of descriptive statistical analysis and the results of the regression analysis, it is concluded that the quality of restaurant services is of a great importance to total guest satisfaction. The quality of services in the accommodation sector still has a great significance in the entire hotel offer, but not decisive.

  19. From service quality to experience – and back again?

    DEFF Research Database (Denmark)

    Sundbo, Jon

    2015-01-01

    Purpose - This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality...... a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version. Originality....../value - This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding...

  20. MONITORING OF ELECTRICAL ENERGY QUALITY ON THE TRACTION SUBSTATION INPUT

    Directory of Open Access Journals (Sweden)

    O.G. Gryb

    2015-12-01

    Full Text Available For the implementation of measures to maintain the quality of the energy industrial enterprises have to spend a significant material and monetary assets. In this regard, significant is the feasibility study of the allocation of such funds and, primarily, the determination of the economic damage arising from low quality of electricity. The reliability of the electricity metering system, relay protection and automation of modern digital substations depends on the quality of electrical energy. At the present time to improve the reliability of the substation operation it is necessary to monitor indicators of quality of electric energy, allowing you to take organizational and technical solutions for their improvement. Monitoring the power quality at the input traction substation has shown that indicators such as the coefficient of the n-th harmonic component of the voltage does not meet the standards GOST 13109-97. The source of higher harmonics is a voltage Converter used on the locomotive. To eliminate higher harmonics in the supply network for traction substations will need to install power filters. Today, the USB-analyzer of power quality «Digital measurement system of power quality» type of CSICE of accuracy class 0.2. Work energy requires reliable and quality electricity supply to consumers. The new model of balancing energy market are bilateral contracts. The main task of this market, it ensure the stable and reliable operation of the unified energy system of Ukraine, that is, transmission and supply of electricity of appropriate quality.

  1. Airline service quality evaluation: A review on concepts and models

    Directory of Open Access Journals (Sweden)

    Navid Haghighat

    2017-12-01

    Full Text Available This paper reviews different major service quality concept and models which led to great developments in evaluating service quality with focusing on improvement process of the models through discussing criticisms of each model. Criticisms against these models are discussed to clarify development steps of newer models which led to the improvement of airline service quality models. The precise and accurate evaluation of service quality needs utilizing a reliable concept with comprehensive criteria and effective measurement techniques as the fundamentals of a valuable framework. In this paper, service quality models improvement is described based on three major service quality concepts, the disconfirmation, performance and hierarchical concepts which are developed subsequently. Reviewing various criteria and different measurement techniques such a statistical analysis and multi-criteria decision making assist researchers to have a clear understanding of the development of the evaluation framework in the airline industry. This study aims at promoting reliable frameworks for evaluating airline service quality in different countries and societies due to economic, cultural and social aspects of each society.

  2. Interdependence of life insurance service quality and premium

    Directory of Open Access Journals (Sweden)

    Dragan Benazić

    2006-12-01

    Full Text Available Insurance companies in Croatia feel the need to find new sources of competitive advantage on the Croatian life insurance market amid increasing competition and a poorly profiled offer of life insurance services. Lately, both marketing literature and practice seem to point to the shaping of a relationship between service quality and price as a possible solution to improving the position of insurance companies on the Croatian market. In providing life insurance services, the insurance companies should focus on the quality elements that offer certain benefits a client is willing to pay for. Changes in individual quality features have been evaluated differently by clients. Such differences in their evaluation of changes in the individual elements of service quality also reflect the willingness of clients to pay a suitable increase on their insurance premium. Improvements in the service quality features that are subjectively evaluated as important should lead to the client’s acceptance of a higher life insurance premium. The paper considers the interdependence between the quality of life insurance services and the premium from the aspect of the client’s willingness to pay a higher life insurance premium for a higher service quality.

  3. Quality of Security Service: Adaptive Security

    National Research Council Canada - National Science Library

    Levin, Timothy E; Irvine, Cynthia E; Spyropoulou, Evdoxia

    2004-01-01

    .... In this approach, the "level of service" must be within an acceptable range, and can indicate degrees of security with respect to various aspects of assurance, mechanistic strength, administrative diligence, etc...

  4. MEMBANGUN SERVICE QUALITY UNTUK MENCAPAI KEPUASAN KONSUMEN DI INDUSTRI HOSPITALITY

    Directory of Open Access Journals (Sweden)

    Sienny Thio

    2001-01-01

    Full Text Available Service quality is necessary especially in the hospitality industry, remembering that consumers have expectations that must be fulfilled and satisfied. Consumers often expect to get maximal service from the service providers and wish to be treated professionally and as a unique individual. This paper seeks to give a further idea about service quality which can be developed and done by service providers with the hope of fulfilling consumer expectations and finally to satisfy all consumers, both internal and external to the company. Abstract in Bahasa Indonesia : Service Quality sangat dibutuhkan terutama di industri hospitality mengingat konsumen yang mempunyai ekspektasi yang selalu ingin dipenuhi dan dipuaskan. Konsumen selalu mengharapkan untuk mendapatkan service yang maksimal dari para penyedia jasa dalam hal ingin diperlakukan secara professional, dan diperlakukan sebagai individu yang unik. Tulisan ini dimaksudkan untuk memberikan gambaran yang lebih jauh mengenai service quality yang dapat dibangun dan dilakukan oleh para penyedia jasa yang diharapkan dapat memenuhi ekspektasi dari konsumen yang pada akhirnya dapat memuaskan eksternal konsumen maupun internal konsumen. Kata kunci: hospitality, service quality, ekspektasi, kepuasan, penyedia jasa.

  5. The management of health care service quality. A physician perspective.

    Science.gov (United States)

    Bobocea, L; Gheorghe, I R; Spiridon, St; Gheorghe, C M; Purcarea, V L

    2016-01-01

    Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted in fields such as brokerage and banking, experts concluded that the SERVQUAL scale should be modified depending on the specific context. Moreover, the SERVQUAL scale focused on the consumer's perspective regarding service quality. While service quality was measured with the help of SERVQUAL scale, other experts identified a structure-process-outcome design, which, they thought, would be more suitable for health care services. This approach highlights a different perspective on investigating the service quality, namely, the physician's perspective. Further, we believe that the Seven Prong Model for Improving Service Quality has been adopted in order to effectively measure the health care service in a Romanian context from a physician's perspective.

  6. Quality of service agents in the internet

    OpenAIRE

    Schelén, Olov

    1998-01-01

    The Internet is a multi-purpose communication network supporting users and applications with different service demands. To meet these demands, mechanisms for service differentiation in the network are proposed. This thesis presents an admission control architecture where clients can make resource reservations through agents. For each domain in the network there is an agent responsible for admission control. The architecture provides scalable resource reservations for virtual leased lines. Res...

  7. On-line Monitoring of VoIP Quality Using IPFIX

    Directory of Open Access Journals (Sweden)

    Petr Matousek

    2014-01-01

    Full Text Available The main goal of VoIP services is to provide a reliable and high-quality voice transmission over packet networks. In order to prove the quality of VoIP transmission, several approaches were designed. In our approach, we are concerned about on-line monitoring of RTP and RTCP traffic. Based on these data, we are able to compute main VoIP quality metrics including jitter, delay, packet loss, and finally R-factor and MOS values. This technique of VoIP quality measuring can be directly incorporated into IPFIX monitoring framework where an IPFIX probe analyses RTP/RTCP packets, computes VoIP quality metrics, and adds these metrics into extended IPFIX flow records. Then, these extended data are stored in a central IPFIX monitoring system called collector where can be used for monitoring purposes. This paper presents a functional implementation of IPFIX plugin for VoIP quality measurement and compares the results with results obtained by other tools.

  8. Quality of Prenatal Care Services in Karabuk Community Health Center

    Directory of Open Access Journals (Sweden)

    Binali Catak

    2012-04-01

    Full Text Available The aim of the study was to evaluate the quality and quantity of prenatal care services according to gestastional week in Karabuk Community Health Center (CHC. Methods: In this descriptive study 365 pregnant women was selected as sample among 753 pregnant women registered at Karabuk CHC in 18/01/2011. 93.0% of women in the selected sample has been visited in their homes and the face to face interviews were done. The questionnaire was prepared according to Prenatal Care Management Guidelines (PCMG of Ministry of Health. Findings The number of follow-ups was not complete in 23.7% of 15-24 month, 34.4% of 25-32 month, 52,1% of 33-42 month pregnant women. At least four follow-up visits were completed only in 66,7% of postpartum women. Timing of first visit was after 15th week in 15,6% of women. In follow up visits 62.5% of of women’s height were never measured, in 13,0% the women hearth sound of infants didn’t monitored at least once. Laboratory test numbers were under the level required by PCMG. The delivery conditions weren’t planned in 41,8% of last trimester and postpartum women and training about breastfeeding wasn’t given to 15,5 of the same group. Result In family medicine model in Karabuk CHC developments in number of prenatal follow-up visits were observed, but no substantial improvements were found in quality of prenatal visits. Regular in service trainings shoud be given to family doctors and midwives. The use of prenatal care guideline published by MoH should be increased. Keywords: Prenatal care, pregnancy, timing of first visit, qality of prenatal care [TAF Prev Med Bull 2012; 11(2.000: 153-162

  9. Effective interventions on service quality improvement in a physiotherapy clinic.

    Science.gov (United States)

    Gharibi, Farid; Tabrizi, JafarSadegh; Eteraf Oskouei, MirAli; AsghariJafarabadi, Mohammad

    2014-01-01

    Service quality is considered as a main domain of quality associ-ated with non-clinical aspect of healthcare. This study aimed to survey and im-proves service quality of delivered care in the Physiotherapy Clinic affiliated with the Tabriz University of Medical Sciences, Tabriz, Iran. A quasi experimental interventional study was conducted in the Physiotherapy Clinic, 2010-2011. Data were collected using a validated and reli-able researcher made questionnaire with participation of 324 patients and their coadjutors. The study questionnaire consisted of 7 questions about demographic factors and 38 questions for eleven aspects of service quality. Data were then analyzed using paired samples t-test by SPSS16. In the pre intervention phase, six aspects of service quality including choice of provider, safety, prevention and early detection, dignity, autonomy and availability achieved non-acceptable scores. Following interventions, all aspects of the service quality improved and also total service quality score improved from 8.58 to 9.83 (PService quality can be improved by problem implementation of appropriate interventions. The acquired results can be used in health system fields to create respectful environments for healthcare customers.

  10. Using soil quality indicators for monitoring sustainable forest management

    Science.gov (United States)

    James A. Burger; Garland Gray; D. Andrew Scott

    2010-01-01

    Most private and public forest land owners and managers are compelled to manage their forests sustainably, which means management that is economically viable,environmentally sound, and socially acceptable. To meet this mandate, the USDA Forest Service protects the productivity of our nation’s forest soils by monitoring and evaluating management activities to ensure...

  11. Quality Service Standard of Food and Beverage Service Staff in Hotel

    OpenAIRE

    Thanasit Suksutdhi

    2014-01-01

    This survey research aims to study the standard of service quality of food and beverage service staffs in hotel business by studying the service standard of three sample hotels, Siam Kempinski Hotel Bangkok, Four Seasons Resort Chiang Mai, and Banyan Tree Phuket. In order to find the international service standard of food and beverage service, triangular research, i.e. quantitative, qualitative, and survey were employed. In this research, questionnaires and in-depth interview were used for ge...

  12. A pervasive health monitoring service system based on ubiquitous network technology.

    Science.gov (United States)

    Lin, Chung-Chih; Lee, Ren-Guey; Hsiao, Chun-Chieh

    2008-07-01

    The phenomenon of aging society has derived problems such as shortage of medical resources and reduction of quality in healthcare services. This paper presents a system infrastructure for pervasive and long-term healthcare applications, i.e. a ubiquitous network composed of wireless local area network (WLAN) and cable television (CATV) network serving as a platform for monitoring physiological signals. Users can record vital signs including heart rate, blood pressure, and body temperature anytime either at home or at frequently visited public places in order to create a personal health file. The whole system was formally implemented in December 2004. Analysis of 2000 questionnaires indicates that 85% of users were satisfied with the provided community-wide healthcare services. Among the services provided by our system, health consultation services offered by family doctors was rated the most important service by 17.9% of respondents, and was followed by control of one's own health condition (16.4% of respondents). Convenience of data access was rated most important by roughly 14.3% of respondents. We proposed and implemented a long-term healthcare system integrating WLAN and CATV networks in the form of a ubiquitous network providing a service platform for physiological monitoring. This system can classify the health levels of the resident according to the variation tendency of his or her physiological signal for important reference of health management.

  13. Assessing users satisfaction with service quality in Slovenian public library

    Directory of Open Access Journals (Sweden)

    Igor Podbrežnik

    2016-07-01

    Full Text Available Purpose: A research was made into user satisfaction with regard to the quality of library services in one of the Slovenian public libraries. The aim was to establish the type of service quality level actually expected by the users, and to determine their satisfaction with the current quality level of available library services.Methodology: The research was performed by means of the SERVQUAL measuring tool which was used to determine the size and direction of the gap between the detected and the expected quality of library services among public library users.Results: Different groups of users provide different assessments of specific quality factors, and a library cannot satisfy the expectations of each and every user if most quality factors display discrepancies between the estimated perception and expectations. The users expect more reliable services and more qualified library staff members who would understand and allocate time for each user’s individual needs. The largest discrepancies from the expectations are detected among users in the under-35 age group and among the more experienced and skilled library users. The results of factor analysis confirm the fact that a higher number of quality factors can be explained by three common factors affecting the satisfaction of library users. A strong connection between user satisfaction and their assessment of the integral quality of services and loyalty has been established.Research restrictions: The research results should not be generalised and applied to all Slovenian public libraries since they differ in many important aspects. In addition, a non-random sampling method was used.Research originality/Applicability: The conducted research illustrates the use of a measuring tool that was developed with the aim of determining the satisfaction of users with the quality of library services in Slovenian public libraries. Keywords: public library, user satisfaction, quality of library services, user

  14. THE IMPERATIVES OF QUALITY SERVICES IN CONDITION OF EUROPEAN INTEGRATION

    Directory of Open Access Journals (Sweden)

    Natalia Remesovski

    2012-03-01

    Full Text Available Quality includes the technical side or strictly linked to intrinsic characteristics and properties of the product or service and it can be defined as a set of properties and characteristics of a product or service, which gives it its ability to meet the needs expressed or implied. The liberalization of international trade by value, internationalization and globalization and the development spheres of service, the bar in quality always rises and quality is a key factor in customers decision to choose a particular company or another.

  15. Determinants of satisfaction with campus transportation services: Implications for service quality

    Directory of Open Access Journals (Sweden)

    Felix Charbatzadeh

    2016-04-01

    Full Text Available Background: In a number of countries, buses are a critical element of public transportation, providing the most inclusive and sustainable mode of transportation to all forms of citizenry, including staff and students of universities. Objectives: The study examines the determinants of satisfaction with campus bus transportation. The article is primarily discursive and based on the synthesis of existing service literature supported by data obtained from a survey of 847 respondents. Method: Structural equation modelling is undertaken using AMOS 19, allowing for the examination of compound relationships between service engagement variables. Results: Results show statistically significant differences between perceived service quality and travel routes. The authors argue that managerial attention to service user experiences does not only hold the key to ongoing competitive success in campus transportation services but also that those services can be significantly enriched through greater managerial attention to the interface between risk of financial loss (which increases when the campus bus transportation service provider becomes less able to compete and service quality. Conclusion: The authors argue that if providers of campus bus transportation services are to rise to their service delivery challenges and also maintain or improve upon their market positions, they must conceptualise their services in a manner that takes into consideration the two-way interrelationship between risk of financial loss and service quality. It must also be noted that, although this study may have relevance for firm–firm scenarios, its focus is primarily on service supplier firm–customer service engagements. Keywords: Modelling; Transportation; Service

  16. SeaDataNet network services monitoring: Definition and Implementation of Service availability index

    Science.gov (United States)

    Lykiardopoulos, Angelos; Mpalopoulou, Stavroula; Vavilis, Panagiotis; Pantazi, Maria; Iona, Sissy

    2014-05-01

    SeaDataNet (SDN) is a standardized system for managing large and diverse data sets collected by the oceanographic fleets and the automatic observation systems. The SeaDataNet network is constituted of national oceanographic data centres of 35 countries, active in data collection. SeaDataNetII project's objective is to upgrade the present SeaDataNet infrastructure into an operationally robust and state-of-the-art infrastructure; therefore Network Monitoring is a step to this direction. The term Network Monitoring describes the use of system that constantly monitors a computer network for slow or failing components and that notifies the network administrator in case of outages. Network monitoring is crucial when implementing widely distributed systems over the Internet and in real-time systems as it detects malfunctions that may occur and notifies the system administrator who can immediately respond and correct the problem. In the framework of SeaDataNet II project a monitoring system was developed in order to monitor the SeaDataNet components. The core system is based on Nagios software. Some plug-ins were developed to support SeaDataNet modules. On the top of Nagios Engine a web portal was developed in order to give access to local administrators of SeaDataNet components, to view detailed logs of their own service(s). Currently the system monitors 35 SeaDataNet Download Managers, 9 SeaDataNet Services, 25 GeoSeas Download Managers and 23 UBSS Download Managers . Taking advantage of the continuous monitoring of SeaDataNet system components a total availability index will be implemented. The term availability can be defined as the ability of a functional unit to be in a state to perform a required function under given conditions at a given instant of time or over a given time interval, assuming that the required external resources are provided. Availability measures can be considered as a are very important benefit becauseT - The availability trends that can be

  17. Changes in water quality along the course of a river - Classic monitoring versus patrol monitoring

    Science.gov (United States)

    Absalon, Damian; Kryszczuk, Paweł; Rutkiewicz, Paweł

    2017-11-01

    Monitoring of water quality is a tool necessary to assess the condition of waterbodies in order to properly formulate water management plans. The paper presents the results of patrol monitoring of a 40-kilometre stretch of the Oder between Racibórz and Koźle. It has been established that patrol monitoring is a good tool for verifying the distribution of points of classic stationary monitoring, particularly in areas subject to varied human impact, where tributaries of the main river are very diversified as regards hydrochemistry. For this reason the results of operational monitoring carried out once every few years may not be reliable and the presented condition of the monitored waterbodies may be far from reality.

  18. 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.

  19. 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.

  20. New Brunswick air quality monitoring results for the year 2000

    International Nuclear Information System (INIS)

    Hughes, R.

    2002-01-01

    Monitoring data for air quality in New Brunswick in 2000 is presented in this document. Designed for the general public, it summarizes the air quality results for 2000 and focuses on air quality assessment as it relates to existing air quality standards and objectives. The report also contains the long term trend data for representative sites. The New Brunswick Air Quality Regulation of the Clean Air Act specifies the air quality standards applicable for carbon monoxide, sulphur dioxide, hydrogen sulphide, nitrogen dioxide and total suspended particulate. The monitoring was conducted at 58 sites in 8 regional monitoring networks throughout the province. Thirteen additional sites were selected for the measurement of acid rain. Despite the fact that no standards were in effect in 2000 in New Brunswick for several substances, including inhalable particulate matter, ground-level ozone, volatile organic compounds, selected semi-volatile organic compounds, trace elements in particulate matter and mercury in air and precipitation, their levels were measured at some locations. The results indicate that emissions trends, variations in industrial output, changing process or emission control technologies, and weather conditions throughout the year explain most of the variations in results between regions. As a rule, compliance with standards is good. Acid rain continued to impact, especially in the southwestern districts of the province. Since 1996, the levels of mercury in precipitation has slightly declined. 39 refs., 43 figs

  1. Quality Assurance Standards for Symptomatic Breast Disease Services

    OpenAIRE

    Department of Health (Ireland)

    2007-01-01

    Quality Assurance Standards for Symptomatic Breast Disease Services People in Ireland have a right to expect that medical care be of good quality. They expect that standards of care are consistently high. They expect that access to care is easy, speedy, effective and efficient. Society expects quality of care to measure up to international norms of good practice. Such assurance can be given by auditing the quality of activity. Click here to download PDF 606kb

  2. Sentinel-1 provides ice drift observations for Copernicus Marine Environment Monitoring Service (CMEMS)

    DEFF Research Database (Denmark)

    Toudal Pedersen, Leif; Saldo, Roberto

    are matched every month in the processing system.The quality of the ice drift vectors are routinely verified against GPS locations of drift buoys and the RMS difference between the baseline product available through the Copernicus Marine Environment Monitoring Service data portal and GPS drifters is ~500......Sea ice drift information with an accuracy that allows also ice deformation (divergence, shear, vorticity) to be derived is being operationally generated in the Copernicus Marine Environment Monitoring Service (CMEMS).The method is based on 2-dimensional digital cross correlation where subsections......View project in 2007 when large volumes of ENVISAT ASAR images of the Polar regions became available during the International Polar Year. A dataset of daily ice drift vectors of the Polar Regions (North and South) is now available covering the time period from 2007 to the present time.In 2009 the processing...

  3. Benchmarking and monitoring framework for interconnected file synchronization and sharing services

    DEFF Research Database (Denmark)

    Mrówczyński, Piotr; Mościcki, Jakub T.; Lamanna, Massimo

    2018-01-01

    computing and storage infrastructure in the research labs. In this work we present a benchmarking and monitoring framework for file synchronization and sharing services. It allows service providers to monitor the operational status of their services, understand the service behavior under different load...... types and with different network locations of the synchronization clients. The framework is designed as a monitoring and benchmarking tool to provide performance and robustness metrics for interconnected file synchronization and sharing services such as Open Cloud Mesh....

  4. Tools for in service monitoring and testing of riser to prevent failure and extend service life

    Energy Technology Data Exchange (ETDEWEB)

    Ward, Haakon; Bondevik, Jon Olav; Skjerve, Haavard; Tveit, Oeyvind [SeaFlex AS, Asker (Norway)

    2005-07-01

    Exploration and development of new oil and gas fields is heavily dependant on use of flexible pipes and many field developments would not have been possible without them. The number of flexible risers in service is constantly increasing since relatively few offshore projects have reached the estimated operational life and the operational lifetime of several fields in-service has been extended due to new and improved technology. Many risers have been in service over a large number of years. Some risers have been operated under demanding conditions such as severe dynamic loads, high pressure and temperatures. One may in some cases find that risers actually have shorter service life than estimated in the design phase due to the severe operational conditions. In order to extend the use of the riser, some risers may have to be modified and re-terminated and prepared for a new and less demanding application. In order to operate risers safely, it is important to re-assess the fatigue life in order to prevent potential riser failure. The operator should implement methods and tools for in-service monitoring and testing. This paper addresses efficient and reliable methods and tools for monitoring of critical operational parameters as well as in-service riser testing. A brief description of structural failure modes will also be given in order to understand how to interpret test results in view of potential failure modes. (author)

  5. The CMS ECAL database services for detector control and monitoring

    International Nuclear Information System (INIS)

    Arcidiacono, Roberta; Marone, Matteo; Badgett, William

    2010-01-01

    In this paper we give a description of the database services for the control and monitoring of the electromagnetic calorimeter of the CMS experiment at LHC. After a general description of the software infrastructure, we present the organization of the tables in the database, that has been designed in order to simplify the development of software interfaces. This feature is achieved including in the database the description of each relevant table. We also give some estimation about the final size and performance of the system.

  6. Perspectives on Retail Service Quality: Findings From the Baltic States

    Directory of Open Access Journals (Sweden)

    Brent McKenzie

    2015-10-01

    Full Text Available Service quality research continues to represent one of the major tenets of Services Marketing, but there continues to be limited research in the field outside of Developed, Western markets.  In order to advance the knowledge of service quality in non-western markets, the focus of this paper is to examine one particular field of service quality research, retail service quality, in the former Soviet Republics of Estonia, Latvia, and Lithuania.The testing of a model of retail service quality, using empirical survey data collected in these three recent members of the European Union, indicate support that the retail service quality construct both aligns and differs, across the three countries.The implication of these similarities and differences are important from two perspectives.  The first is the appropriateness of extending Western developed marketing scales and measures within newly emerging, and catching up states.The second implication, which is important to retail practice, questions the position of treating these three countries, known collectively as the Baltic states as a homogenous market.  Additional implications to retail practice and future academic research studies are also discussed.

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

    Science.gov (United States)

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

    2017-08-14

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

  8. 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.

  9. Caregivers' quality of life and quality of services for children with cancer: a review from iran.

    Science.gov (United States)

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

    2013-03-04

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

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

    Science.gov (United States)

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

    2013-01-01

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

  11. Monitoring Users' Satisfactions of the NOAA NWS Climate Products and Services

    Science.gov (United States)

    Horsfall, F. M.; Timofeyeva, M. M.; Dixon, S.; Meyers, J. C.

    2011-12-01

    The NOAA's National Weather Service (NWS) Climate Services Division (CSD) ensures the relevance of NWS climate products and services. There are several ongoing efforts to identify the level of user satisfaction. One of these efforts includes periodical surveys conducted by Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI), which is "the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services available in the United States" (http://www.cfigroup.com/acsi/overview.asp). The CFI Group conducted NWS Climate Products and Services surveys in 2004 and 2009. In 2010, a prominent routine was established for a periodical assessment of the customer satisfaction. From 2010 onward, yearly surveys will cover major climate services products and services. An expanded suite of climate products will be surveyed every other year. Each survey evaluated customer satisfaction with a range of NWS climate services, data, and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data and forecast products and services. The survey results provide insight into the NWS climate customer base and their requirements for climate services. They also evaluate whether we are meeting the needs of customers and the ease of their understanding for routine climate services, forecasts, and outlooks. In addition, the evaluation of specific topics, such as NWS forecast product category names, probabilistic nature of climate products, interpretation issues, etc., were addressed to assess how our users interpret prediction terminology. This paper provides an analysis of the following products: hazards, extended-range, long-lead and drought outlooks, El Nino Southern Oscillation monitoring and predictions as well as local climate data products. Two key issues make comparing the different surveys challenging, including the

  12. EVALUATION OF QUALITY CATERING SERVICES AS A FACTOR

    Directory of Open Access Journals (Sweden)

    Ewa Cieślik

    2014-09-01

    Full Text Available The aim of this study was to assess the impact of quality catering services on the increase of consumers’ confidence. The survey data were collected among 200 inhabitants of the district town of the province of Silesia taking into account their gender, age and occupational status. The research tool was the authoring questionnaire. The scope of the research included the quality of catering services, including customer service, and the level of customer satisfaction and know why the use of catering services. The results indicate a close correlation between the quality of catering services (cleanliness of premises, interior design, appearance / hygiene service staff and customers’ satisfaction. The majority of the respondents seldom use the food service and catering establishments; they choose affordable business premises, mostly fast food. Then, their attention is paid to their own tastes and prices, of the offered dishes. For the polled a very important criterion for choosing a place is the service staff of the establishment (manners, hygiene, appearance. The quality of catering services is very important for the customers, as it determines the choice of the catering facility and increases consumers’ loyalty in the institution.

  13. Monitoring health related quality of life in adolescents with diabetes

    DEFF Research Database (Denmark)

    de Wit, M; Delemarre-van de Waal, Henriette A; Pouwer, F

    2007-01-01

    Particularly in chronic conditions, monitoring health related quality of life (HRQoL) of adolescents in clinical practice is increasingly advocated. We set out to identify and review the clinical utility of available generic and diabetes specific HRQoL questionnaires suitable for use in adolescents...

  14. Regional monitoring of temporal changes in groundwater quality

    NARCIS (Netherlands)

    Broers, H.P.; Grift, B. van der

    2004-01-01

    Changes in agricultural practices are expected to affect groundwater quality by changing the loads of nutrients and salts in recharging groundwater, but regional monitoring networks installed to register the changes often fail to detect them and interpretation of trend analysis results is difficult.

  15. Diatom-based water quality monitoring in southern Africa ...

    African Journals Online (AJOL)

    The purpose of this review is to summarise the challenges and future prospects associated with biological water quality monitoring using diatoms with special focus on southern Africa. Much work still needs to be carried out on diatom tolerances, ecological preferences and ecophysiology. It is recommended that past ...

  16. Air Quality Monitoring and Information System for Egypt

    Energy Technology Data Exchange (ETDEWEB)

    Sivertsen, B.

    1996-06-01

    The publication relates to the main objectives and design of a modern monitoring and information system developed in Norway. The system is to be installed in Egypt. Themes being discussed cover technical features of the system, meteorological data, environmental indicators, data transfer and quality assurance, the data bases, data presentation - graphics and GIS, and environmental information to the public. 11 figs., 1 tab.

  17. Accuracy and Quality of Routine Immunisation Data Monitoring ...

    African Journals Online (AJOL)

    TNHJOURNALPH

    Accuracy and Quality of Routine Immunisation Data Monitoring. System in two South-Eastern Districts of Nigeria. AkinolaAyoola Fatiregun, CeciliaAwogu. Department of Epidemiology and Medical Statistics, Faculty of Public Health, College of. Medicine, University ofibadan, Ibadan, Nigeria. ABSTRACT. BACKGROUND.

  18. Understanding Local Ecology: Syllabus for Monitoring Water Quality.

    Science.gov (United States)

    Iowa Univ., Iowa City.

    This syllabus gives detailed information on monitoring water quality for teachers and students. It tells how to select a sample site; how to measure physical characteristics such as temperature, turbidity, and stream velocity; how to measure chemical parameters such as alkalinity, dissolved oxygen levels, phosphate levels, and ammonia nitrogen…

  19. In-situ quality monitoring during laser brazing

    Science.gov (United States)

    Ungers, Michael; Fecker, Daniel; Frank, Sascha; Donst, Dmitri; Märgner, Volker; Abels, Peter; Kaierle, Stefan

    Laser brazing of zinc coated steel is a widely established manufacturing process in the automotive sector, where high quality requirements must be fulfilled. The strength, impermeablitiy and surface appearance of the joint are particularly important for judging its quality. The development of an on-line quality control system is highly desired by the industry. This paper presents recent works on the development of such a system, which consists of two cameras operating in different spectral ranges. For the evaluation of the system, seam imperfections are created artificially during experiments. Finally image processing algorithms for monitoring process parameters based the captured images are presented.

  20. Service innovation quality in healthcare: Service innovativeness and organizational renewal as driving forces

    NARCIS (Netherlands)

    Mu, Y.; Bossink, Bart; Vinig, T.

    2017-01-01

    Drawing on an integration of service-dominant (S-D) logic and the dynamic capabilities approach, this study focuses on the relatively under-researched issue of service innovation quality in healthcare services. We propose a conceptual framework for the relationships between user-induced and

  1. A REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN BANKING SERVICES: GLOBAL SCENARIO

    OpenAIRE

    Rajagopal Subashini; Velmurugan Gopalasamy

    2016-01-01

    The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction. Now-a-days all public, private and foreign banks play a vital role in retail banking and provide lot of core banking services to all their rural and urban customers to maintain customer loyalty, retention and providing ...

  2. The Quality of Educational Services- Institutional Case Study From the Romanian Higher Education

    Directory of Open Access Journals (Sweden)

    Luminiţa NICOLESCU

    2010-02-01

    Full Text Available The present paper approaches the topic of the quality of educational services, emphasizing on higher education, as a field of services of large public interest that has high influences at individual, group and society level. The paper starts by looking at the influencing factors for the quality of higher education from the perspective of the regulations and practices at both European and national level. In this context, the internal evaluation of quality at institutional level is a new requirement for higher education institutions in Romania. Part of the evaluation process is represented by the requirement to develop informational data bases. The paper exemplifies the results that can be obtained by monitoring quality and collecting information, and concludes with a set of recommendations for managing quality at institutional level.

  3. The Students' Viewpoint on Quality of Educational Services in Iran.

    Science.gov (United States)

    Siamian, Hasan; Rostami, Farideh; Ghara, Aliasghar Nadi; Abedi, Ghassem

    2017-03-01

    Recently, focusing on higher education quality has got increasingly critical. The novel managerial attitudes have defined the customer-demanded quality. Based on this, recognizing the receivers' perception of the quality of the services offered and evaluating the quality of the service is considered of the basic measures taken in order to develop quality promotion programs. Therefore, this is a qualitative research conducted for students' viewpoint on quality of educational services. This qualitative study has been performed by the phenomenological method. The samples have been selected based on goal-oriented approach. In this qualitative research, the required data have been collected in two phases (90 individual interviews and 30 focus group discussions) at Mazandaran University of Medical Sciences during which the participants have conveyed their experiences and expectations encountering the educational quality topic. All the interviews have been recorded and implemented. The interviews analysis has been carried out simultaneously with the implementation and using theme analysis by Smith method. According to the findings regarding the definition of quality, the students have emphasized two important aspects including "educational services standards by the teacher "and "the students' satisfaction". Thus the final education quality resulted from the students' experiences and perception is this way: "Presenting the students educational services in class and out of class compatible with the educational services standards so that it results in the students' satisfaction". When a person views her/him-self rightful as a customer, whatever seems necessary to them appears like a requirement. Then regarding paying attention and reflecting on the customers' perceived needs, it is possible to determine their expectations limit to some extent. Therefore, designing educational quality standards in order to evaluate the teachers' function without taking the stakeholders

  4. Hanford analytical services quality assurance plan. Revision 1

    International Nuclear Information System (INIS)

    1995-02-01

    This document, the Hanford Analytical Services Quality Assurance Plan (HASQAP), is issued by the U.S. Department of Energy, Richland Operations Office (RL). The HASQAP establishes quality requirements in response to U.S. Department of Energy (DOE) Order 5700.6C, Quality Assurance (10 CFR 830.120, open-quotes Quality Assurance Requirementsclose quotes). The HASQAP is designed to meet the needs of the RL for controlling the of analytical chemistry services provided by laboratory operations. The HASQAP is issued through the Analytical Services Branch of the Waste Management Division. The Analytical Services Branch is designated by the RL as having the responsibility for oversight management of laboratory operations under the Waste Management Division. The laboratories conduct sample analyses under several regulatory statutes, such as the Clean Air Act and the Clean Water Act. Sample analysis in support of the Hanford Federal Facility Agreement and Consent Order (Tri-Party Agreement) is a major role of the laboratory operations

  5. RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Milan Bradić

    2011-06-01

    Full Text Available The paper examines the concept and measurement of quality of service in the hotel sector. The ratings of guests’ expectations and calculations of SERVQUAL gap (discrepancies between expectations and perceptions, has been the most reliable method in estimating the precise diagnosis of quality deficiency. The findings of questionnaire research aimed at measuring the service quality in spa hotels are presented in this paper. The research was conducted in hotels of the third category (three-star hotels which are located in the most visited spa centers in Serbia: Vrnjačka banja, Niška banja, Soko banja and Mataruška banja, during the months of September - November 2009. Service quality was measured with a model based on SERVQUAL model. The results may be important for providers of hotel services and contribute to the advancement of business through the adjustment of the product needs of hotel guests.

  6. GUEST SERVICES QUALITY ASSESMENT IN TOURISM, USING AN ATTRIBUTES SCALE

    Directory of Open Access Journals (Sweden)

    POPA LUMINITA

    2010-12-01

    Full Text Available It is considered that a weakness of the Romanian tourism offer is the quality of guest services. In this paper we established as an objective to examine in detail the importance given by the consumers to the components of guest service quality and their perceived performance, based on the three pillars of service quality: the material base (equipments, staff training and staff behavior. The emphasis is on the investigation regarding staff training and behaviour, taking into account the multiple attributes SERVQUAL scale. On the basis of this work lies a survey done in March-April 2010 on the population of Oradea, on a sample of 1060 people. Results confirm the importance granted to staff in ensuring quality of tourism services and their perceived relatively weak performance.

  7. Female Spectator Satisfaction and Perceived Service Quality on ...

    African Journals Online (AJOL)

    Female Spectator Satisfaction and Perceived Service Quality on University Sporting Grounds. ... study a survey was distributed to female spectators who watched soccer and basketball games on the grounds of ... AJOL African Journals Online.

  8. Improving high quality, equitable maternal health services in Malawi ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    Improving high quality, equitable maternal health services in Malawi (IMCHA) ... In response, the Ministry of Health implemented a Standards-Based Management and Recognition for Reproductive Health initiative to improve ... Total funding.

  9. Effective Quality-of-Service Renegotiating Schemes for Streaming Video

    Directory of Open Access Journals (Sweden)

    Song Hwangjun

    2004-01-01

    Full Text Available This paper presents effective quality-of-service renegotiating schemes for streaming video. The conventional network supporting quality of service generally allows a negotiation at a call setup. However, it is not efficient for the video application since the compressed video traffic is statistically nonstationary. Thus, we consider the network supporting quality-of-service renegotiations during the data transmission and study effective quality-of-service renegotiating schemes for streaming video. The token bucket model, whose parameters are token filling rate and token bucket size, is adopted for the video traffic model. The renegotiating time instants and the parameters are determined by analyzing the statistical information of compressed video traffic. In this paper, two renegotiating approaches, that is, fixed renegotiating interval case and variable renegotiating interval case, are examined. Finally, the experimental results are provided to show the performance of the proposed schemes.

  10. Retail banking service quality: A client perception study

    Directory of Open Access Journals (Sweden)

    Mbablemhle Bhengu

    2016-11-01

    Full Text Available The retail banking sector in South Africa is predominantly characterised by a high face to face interaction and constant product and pricing differentiation. In order for a bank to distinguish itself from other banks in the banking industry, it uses excellence in its service quality to stand out against its competitors. In the study, the researchers adapted the SERVQUAL model to the banking industry. A probability sampling technique was employed for the study. Simple random sampling was employed to test MBA students’ perceptions towards service quality in the banking industry. The findings in the empirical study revealed that MBA students at the university were dissatisfied with the quality of service offerings provided by the retail banks in South Africa. There were quality gaps revealed in tangibles, reliability, empathy, responsiveness and reliability aspects of the service encounters

  11. AN OVERVIEW OF QUALITY OF SERVICE COMPUTER NETWORK

    OpenAIRE

    Mrs. Amandeep Kaur

    2011-01-01

    This paper highlights some of the basic concepts of QoS. The major research areas of Quality of Service Computer Networks are highlighted. The paper also compares some of the current QoS Routing techniques.

  12. Tourism guide cloud service quality: What actually delights customers?

    Science.gov (United States)

    Lin, Shu-Ping; Yang, Chen-Lung; Pi, Han-Chung; Ho, Thao-Minh

    2016-01-01

    The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers' actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers' satisfaction and loyalty. 336 valid survey questionnaire answers were analyzed using structural equation modeling method. The results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers' satisfaction as well as of enjoyment and satisfaction on use loyalty. The findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.

  13. Better Quality of IT Help Desk Service in Nuclear Malaysia

    International Nuclear Information System (INIS)

    Mohamad Safuan Bin Sulaiman; Abdul Muin Abdul Rahman; Norzalina Nasirudin

    2012-01-01

    Information Technology Centre (ITC) is a part of technical support division which plays important role as technical service provider for Nuclear Malaysia. As the only IT service provider, it could not be excused from the issue of delivering quality of service for better serving organization. The implementation of IT help desk system has improved the quality of the help desk service through better management of knowledge and communication. In this system, help desk business process has been re engineered in which communications and knowledge is captured in every stage of help desk processes. Although the system is for IT Help desk, surprisingly, its framework has been successfully implemented at other technical support providers like Engineering Division (BKJ) and Instrumentation and Automation Center (IAC). This paper describes the reengeneering of IT help desk business process which focus on the management of IT knowledge and help desk communication for better quality of service. (author)

  14. Evaluating the police service quality for handling traffic crash reporting

    DEFF Research Database (Denmark)

    Janstrup, Kira Hyldekær; Kaplan, Sigal; Barfod, Michael Bruhn

    2017-01-01

    at the police service quality for handling the reporting of traffic crashes. Design/methodology/approach This study introduces a novel approach to evaluate service quality that combines multi-criteria decision analysis (MCDA) with latent class analysis (LCA). Moreover, this study presents the design of a web....../value This study advances the knowledge about police service quality with a novel expert-based decision support tool based on SERVQUAL, MCDA and LCA, demonstrates its applicability in countries with a high-police service, and opportunities and barriers for increasing the crash reporting rate....... participated in the survey that yielded 86 complete responses. Findings The novel approach was successfully applied and its implementation demonstrated the usefulness of the tool even in countries with a high police service. Results showed that the participating stakeholders perceived human factors as more...

  15. Quality assurance of gamma spectrometry in monitoring network of CSFR

    International Nuclear Information System (INIS)

    Malatova, I.; Drabova, D.; Bucina, I.

    2004-01-01

    On the basis of the Chernobyl experience the Czechoslovak government decided in July 1986 to set up Czechoslovak Monitoring Network and to assign the Centre of Radiation Hygiene of the Institute of Hygiene and Epidemiology to be its headquarters (Centre of Czechoslovak Monitoring Network). The requirements for emergency monitoring are stated in the document The principles of Monitoring for Protection of Public Health in case of a Radiation Accident approved by the Czechoslovak government in April 1987. Assignments of components of the Network, equipment and technical support required, aims of their activities and chronological order of their activation are stated in the document Requirements on Monitoring, Setting up and Equipment of the Czechoslovak Monitoring Network drawn up by the Centre and approved by the Czechoslovak Governmental Commission for Coordination of the Measures in Case of a Radiation Accident in April 1988. It should be noted, however, that basic principles of environmental monitoring aimed at obtaining the complete information of radiation situation, discharges and releases of radionuclides both during the normal operation and in case of an accident were worked on since putting the first PWR-type NPP in Czechoslovakia into operation in 1979. In March 1986 the Instruction for emergency monitoring was approved by the commission. The existence of this instruction and corresponding professional, technical and organizational preparedness of organizations departments responsible for monitoring manifested its positive impact especially in the situation after the Chernobyl accident. This fact refers especially to institutions of hygienic service and nuclear power engineering. National and international experience gained after the Chernobyl accident led to some elaboration in the organization of monitoring and to more precise definition of its conception

  16. The Satellite based Monitoring Initiative for Regional Air quality (SAMIRA): Project summary and first results

    Science.gov (United States)

    Schneider, Philipp; Stebel, Kerstin; Ajtai, Nicolae; Diamandi, Andrei; Horalek, Jan; Nemuc, Anca; Stachlewska, Iwona; Zehner, Claus

    2017-04-01

    -resolution satellite products of air quality with the help of high-resolution model information. This will add value to existing earth observation products of air quality by bringing them to spatial scales that are more in line with what is generally required for studying urban and regional scale air quality. In a fifth activity, we implement robust and independent validation schemes for evaluating the quality of the generated products. Finally, in a sixth activity the consortium is working towards a pre-operational system for improved PM forecasts using observational (in situ and satellite) data assimilation. SAMIRA aims to maximize project benefits by liaison with national and regional environmental protection agencies and health institutions, as well as related ESA and European initiatives such as the Copernicus Atmosphere Monitoring Service (CAMS).

  17. Service quality of diagnostic fine needle aspiration cytology in a tertiary care hospital of lahore

    International Nuclear Information System (INIS)

    Rizvi, Z.; Usmani, R.A.; Zahra, T.; Rasool, H.; Rizvi, A.

    2017-01-01

    therapeutic and diagnostic procedures in public hospitals should be routinely monitored from the patient's point of view as most aspects of service quality in public hospitals of Pakistan, require improvements. In this manner patient's satisfaction regarding use of services in public hospitals can be made better. (author)

  18. Applying Quality Function Deployment Model in Burn Unit Service Improvement.

    Science.gov (United States)

    Keshtkaran, Ali; Hashemi, Neda; Kharazmi, Erfan; Abbasi, Mehdi

    2016-01-01

    Quality function deployment (QFD) is one of the most effective quality design tools. This study applies QFD technique to improve the quality of the burn unit services in Ghotbedin Hospital in Shiraz, Iran. First, the patients' expectations of burn unit services and their priorities were determined through Delphi method. Thereafter, burn unit service specifications were determined through Delphi method. Further, the relationships between the patients' expectations and service specifications and also the relationships between service specifications were determined through an expert group's opinion. Last, the final importance scores of service specifications were calculated through simple additive weighting method. The findings show that burn unit patients have 40 expectations in six different areas. These expectations are in 16 priority levels. Burn units also have 45 service specifications in six different areas. There are four-level relationships between the patients' expectations and service specifications and four-level relationships between service specifications. The most important burn unit service specifications have been identified in this study. The QFD model developed in the study can be a general guideline for QFD planners and executives.

  19. A Design of Wireless Sensor Networks for a Power Quality Monitoring System

    Directory of Open Access Journals (Sweden)

    Sanggil Kang

    2010-11-01

    Full Text Available Power grids deal with the business of generation, transmission, and distribution of electric power. Recently, interest in power quality in electrical distribution systems has increased rapidly. In Korea, the communication network to deliver voltage, current, and temperature measurements gathered from pole transformers to remote monitoring centers employs cellular mobile technology. Due to high cost of the cellular mobile technology, power quality monitoring measurements are limited and data gathering intervals are large. This causes difficulties in providing the power quality monitoring service. To alleviate the problems, in this paper we present a communication infrastructure to provide low cost, reliable data delivery. The communication infrastructure consists of wired connections between substations and monitoring centers, and wireless connections between pole transformers and substations. For the wireless connection, we employ a wireless sensor network and design its corresponding data forwarding protocol to improve the quality of data delivery. For the design, we adopt a tree-based data forwarding protocol in order to customize the distribution pattern of the power quality information. We verify the performance of the proposed data forwarding protocol quantitatively using the NS-2 network simulator.

  20. A design of wireless sensor networks for a power quality monitoring system.

    Science.gov (United States)

    Lim, Yujin; Kim, Hak-Man; Kang, Sanggil

    2010-01-01

    Power grids deal with the business of generation, transmission, and distribution of electric power. Recently, interest in power quality in electrical distribution systems has increased rapidly. In Korea, the communication network to deliver voltage, current, and temperature measurements gathered from pole transformers to remote monitoring centers employs cellular mobile technology. Due to high cost of the cellular mobile technology, power quality monitoring measurements are limited and data gathering intervals are large. This causes difficulties in providing the power quality monitoring service. To alleviate the problems, in this paper we present a communication infrastructure to provide low cost, reliable data delivery. The communication infrastructure consists of wired connections between substations and monitoring centers, and wireless connections between pole transformers and substations. For the wireless connection, we employ a wireless sensor network and design its corresponding data forwarding protocol to improve the quality of data delivery. For the design, we adopt a tree-based data forwarding protocol in order to customize the distribution pattern of the power quality information. We verify the performance of the proposed data forwarding protocol quantitatively using the NS-2 network simulator.

  1. CLOUD TECHNOLOGIES OF MONITORING OF THE QUALITY OF TRAINING OF WORKERS OF RAILWAY PROFILE

    Directory of Open Access Journals (Sweden)

    Tetyana Bondarenko

    2016-06-01

    Full Text Available With the purpose of creating the system of monitoring of the quality of professional training of future workers of railway profile, the author puts forward a technology of using cloud services of the search system of Google. The article proves that the system provides a complex support of monitoring, from creating appropriate forms and storing of the results in cloud storage to the\\processing of results of the monitoring and management of the system of testing on the basis of using the service of Google-Calendar. In the article there has been considered the usage of the concept of BYOD for testing of students’ achievement. The article demonstrates the advantages of  the proposed approach to monitoring the quality of training of future workers of railway profile highlighting  the usage of the cloud services of the search system of Google as a means of  expanding the boundaries of research in space and time and making the procedure more flexible and systematic.

  2. SERVICE QUALITY MEASUREMENT: IMPLICATIONS FOR HEALTHCARE SECTOR IN BULGARIA

    OpenAIRE

    VASSILEVA, Bistra; BALLONI, Antonio José

    2014-01-01

    The aim of the paper is to present the service quality situation in hospitals in North-Eastern Planning Region in Bulgaria. Our intention was to assess the gap between the expected and perceived healthcare service quality in hospitals. To meet these goals we conducted a study using prospective questionnaire provided by the GESITI project (Management of System and Information Technology in Hospitals [GESITI], 2013) and SERVQUAL scale. The results helped us to summarize the challenges for Bulga...

  3. Application of Pareto's Method in Analysing Postal Service Quality

    Directory of Open Access Journals (Sweden)

    Elizabeta Kovač-Striko

    2012-10-01

    Full Text Available The basic aim of control in postal traffic is to insure high-quality se1vices for customers. The paper presents the analysisof quality control in collecting postal items, based on the dataobtained during the control performed by the internal ControlService in the postal centre for international traffic Zagreb. Thepaper also offers some measures for the improvement of thequality of services.

  4. Customer Satisfaction and Service Quality at Fafa's Restaurant

    OpenAIRE

    Tcvetkova, Daria

    2017-01-01

    The commissioning company of this thesis is Fafa’s restaurant, which opened in Tampere in 2016. Fafa’s restaurant is a chain of fast-food concept restaurants located in several cities in Finland. The purpose of the research is to analyse customer satisfaction and service quality at the commissioning company and find positive solutions for its improvement. The theoretical framework of the study includes different theories on customer satisfaction and quality of the service, models and dime...

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

    Science.gov (United States)

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

    2014-01-01

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

  6. Servqual potential for quality management in hotel services

    OpenAIRE

    Kateřina Ryglová; Ida Vajčnerová; Jakub Šácha

    2012-01-01

    The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is based on so called Gap analysis that crucially comes out of the discrepancy between a customer’s expectation and perception. Demonstrating the practical application of Servqual in hotel business is...

  7. The students' viewpoint on the quality gap in educational services

    Directory of Open Access Journals (Sweden)

    MARZIYEH RAHIM-KHANLI

    2014-07-01

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

  8. Perinatal staff perceptions of safety and quality in their service.

    Science.gov (United States)

    Sinni, Suzanne V; Wallace, Euan M; Cross, Wendy M

    2014-11-28

    Ensuring safe and appropriate service delivery is central to a high quality maternity service. With this in mind, over recent years much attention has been given to the development of evidence-based clinical guidelines, staff education and risk reporting systems. Less attention has been given to assessing staff perceptions of a service's safety and quality and what factors may influence that. In this study we set out to assess staff perceptions of safety and quality of a maternity service and to explore potential influences on service safety. The study was undertaken within a new low risk metropolitan maternity service in Victoria, Australia with a staffing profile comprising midwives (including students), neonatal nurses, specialist obstetricians, junior medical staff and clerical staff. In depth open-ended interviews using a semi-structured questionnaire were conducted with 23 staff involved in the delivery of perinatal care, including doctors, midwives, nurses, nursing and midwifery students, and clerical staff. Data were analyzed using naturalistic interpretive inquiry to identify emergent themes. Staff unanimously reported that there were robust systems and processes in place to maintain safety and quality. Three major themes were apparent: (1) clinical governance, (2) dominance of midwives, (3) inter-professional relationships. Overall, there was a strong sense that, at least in this midwifery-led service, midwives had the greatest opportunity to be an influence, both positively and negatively, on the safe delivery of perinatal care. The importance of understanding team dynamics, particularly mutual respect, trust and staff cohesion, were identified as key issues for potential future service improvement. Senior staff, particularly midwives and neonatal nurses, play central roles in shaping team behaviors and attitudes that may affect the safety and quality of service delivery. We suggest that strategies targeting senior staff to enhance their performance in

  9. Process monitoring using a quality and technical surveillance program

    International Nuclear Information System (INIS)

    Rafferty, C.A.

    1995-01-01

    The purpose of process monitoring using a quality and technical surveillance program was to help ensure that manufactured clad went sets fully met technical and quality requirements established by the manufacturer and the customer and that line and program management were immediately alerted if any aspect of the manufacturing activities drifted out of acceptable limits. The quality and technical surveillance program provided a planned, scheduled approach to monitor key processes and documentation and certification systems to prevent noncompliances or any manufacturing discrepancies. These surveillances illuminated potential problem areas early enough to permit timely corrective actions to reverse negative trends that, if left uncorrected, could have resulted in deficient hardware. Significant schedule and cost impacts were eliminated. copyright 1995 American Institute of Physics

  10. Quality assurance monitoring during nuclear fuel production in JSC 'TVEL'

    International Nuclear Information System (INIS)

    Filimonov, G.; Tchirkov, V.

    2000-01-01

    The paper describes Quality Assurance (QA) monitoring during fabrication of nuclear fuel in Russian Federation. Joint Stock Company 'TVEL', natural state monopoly of the type of holding that fabricates and supplies nuclear fuel for the NPPs of Russia, CIS and Europe, incorporates the major enterprises of the nuclear fuel cycle including JSC 'Mashinostroitelny zavod', Electrostal (fabrication of fuel pellets, rods and assemblies for different types of reactors), JSC 'Novosibirsky zavod khimconcentratov', Novosibirsk (fabrication of fuel rods and assemblies for WWER-440 and WWER-1000), JSC 'Tchepetsky mechanitchesky zavod', Tchepetsk (fabrication of Zr tubing). Monitoring of QA is an important element of Quality Management System (QMS) developed and implemented at the above-mentioned enterprises of the JSC 'TVEL' and it is performed on three levels including external and internal audits and author's supervision. Paper also describes short- and long-term policies of the JSC 'TVEL' in nuclear fuel quality field. (author)

  11. The Danish air quality monitoring programme. Annual Summary for 2007

    Energy Technology Data Exchange (ETDEWEB)

    Kemp, K.; Ellemann, T.; Brandt, J.; Christensen, Jesper; Ketzel, M.; Solvang Jensen, S.

    2008-07-15

    The air quality in Danish cities has been monitored continuously since 1982 within the Danish Air Quality Monitoring (LMP) network. The aim has been to follow the concentration levels of toxic pollutants in the urban atmosphere and to provide the necessary knowledge to assess the trends, to perform source apportionment, and to evaluate the chemical reactions and the dispersion of the pollutants in the atmosphere. In 2007 the air quality was measured in four Danish cities and at two background sites. Model calculations were also carried out to supplement the measurements. At several stations NO{sub 2} and PM{sub 10} were found in concentrations above EU limit values, which the Member States have to comply with in 2005 and 2010. The concentrations for most pollutants have been strongly decreasing since 1982, however, only a slight decrease has been observed for NO{sub 2} and O{sub 3}. (au)

  12. The Danish air quality monitoring programme. Annual summary for 2008

    Energy Technology Data Exchange (ETDEWEB)

    Kemp, K.; Ellemann, T.; Brandt, J.; Christensen, Jesper; Ketzel, M.; Solvang Jensen, S.

    2010-06-15

    The air quality in Danish cities has been monitored continuously since 1982 within the Danish Air Quality Monitoring (LMP) network. The aim has been to follow the concentration levels of toxic pollutants in the urban atmosphere and to provide the necessary knowledge to assess the trends, to perform source apportionment, and to evaluate the chemical reactions and the dispersion of the pollutants in the atmosphere. In 2007 the air quality was measured in four Danish cities and at two background sites. Model calculations were also carried out to supplement the measurements. At several stations NO{sub 2} and PM{sub 10} were found in concentrations above EU limit values, which the Member States have to comply with in 2005 and 2010. The concentrations for most pollutants have been strongly decreasing since 1982, however, only a slight decrease has been observed for NO{sub 2} and O{sub 3}. (author)

  13. Space Station Environmental Health System water quality monitoring

    Science.gov (United States)

    Vincze, Johanna E.; Sauer, Richard L.

    1990-01-01

    One of the unique aspects of the Space Station is that it will be a totally encapsulated environment and the air and water supplies will be reclaimed for reuse. The Environmental Health System, a subsystem of CHeCS (Crew Health Care System), must monitor the air and water on board the Space Station Freedom to verify that the quality is adequate for crew safety. Specifically, the Water Quality Subsystem will analyze the potable and hygiene water supplies regularly for organic, inorganic, particulate, and microbial contamination. The equipment selected to perform these analyses will be commercially available instruments which will be converted for use on board the Space Station Freedom. Therefore, the commercial hardware will be analyzed to identify the gravity dependent functions and modified to eliminate them. The selection, analysis, and conversion of the off-the-shelf equipment for monitoring the Space Station reclaimed water creates a challenging project for the Water Quality engineers and scientists.

  14. Commissioning of the ALICE-LHC online data quality monitoring framework

    International Nuclear Information System (INIS)

    Roukoutakis, Filimon; Haller, Barthelemy von

    2009-01-01

    ALICE is one of the experiments installed at CERN Large Hadron Collider, dedicated to the study of heavy-ion collisions. The final ALICE data acquisition system has been installed and is being used for the testing and commissioning of detectors. Data Quality Monitoring (DQM) is an important aspect of the online procedures for a HEP experiment. In this presentation we overview the commissioning and the integration of ALICE's AMORE (Automatic MOnitoRing Environment), a custom-written distributed application aimed at providing DQM services in a large, experiment-wide scale.

  15. Managing Service Quality with the Balanced Scorecard.

    Science.gov (United States)

    Poll, Roswitha

    In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users,…

  16. Statistical Framework for Recreational Water Quality Criteria and Monitoring

    DEFF Research Database (Denmark)

    Halekoh, Ulrich

    2008-01-01

    recreational governmental authorities controlling water quality. The book opens with a historical account of water quality criteria in the USA between 1922 and 2003. Five chapters are related to sampling strategies and decision rules. Chapter 2 discusses the dependence of decision-making rules on short...... modeling exploiting additional information like meteorological data can support the decision process as shown in Chapter 10. The question of which information to extract from water sample analyses is closely related to the task of risk assessment for human health. Beach-water quality is often measured......Administrators of recreational waters face the basic tasks of surveillance of water quality and decisions on beach closure in case of unacceptable quality. Monitoring and subsequent decisions are based on sampled water probes and fundamental questions are which type of data to extract from...

  17. Mobile Messaging Services-Based Personal Electrocardiogram Monitoring System

    Directory of Open Access Journals (Sweden)

    Ashraf A. Tahat

    2009-01-01

    Full Text Available A mobile monitoring system utilizing Bluetooth and mobile messaging services (MMS/SMSs with low-cost hardware equipment is proposed. A proof of concept prototype has been developed and implemented to enable transmission of an Electrocardiogram (ECG signal and body temperature of a patient, which can be expanded to include other vital signs. Communication between a mobile smart-phone and the ECG and temperature acquisition apparatus is implemented using the popular personal area network standard specification Bluetooth. When utilizing MMS for transmission, the mobile phone plots the received ECG signal and displays the temperature using special application software running on the client mobile phone itself, where the plot can be captured and saved as an image before transmission. Alternatively, SMS can be selected as a transmission means, where in this scenario, dedicated application software is required at the receiving device. The experimental setup can be operated for monitoring from anywhere in the globe covered by a cellular network that offers data services.

  18. Mobile messaging services-based personal electrocardiogram monitoring system.

    Science.gov (United States)

    Tahat, Ashraf A

    2009-01-01

    A mobile monitoring system utilizing Bluetooth and mobile messaging services (MMS/SMSs) with low-cost hardware equipment is proposed. A proof of concept prototype has been developed and implemented to enable transmission of an Electrocardiogram (ECG) signal and body temperature of a patient, which can be expanded to include other vital signs. Communication between a mobile smart-phone and the ECG and temperature acquisition apparatus is implemented using the popular personal area network standard specification Bluetooth. When utilizing MMS for transmission, the mobile phone plots the received ECG signal and displays the temperature using special application software running on the client mobile phone itself, where the plot can be captured and saved as an image before transmission. Alternatively, SMS can be selected as a transmission means, where in this scenario, dedicated application software is required at the receiving device. The experimental setup can be operated for monitoring from anywhere in the globe covered by a cellular network that offers data services.

  19. SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS

    Directory of Open Access Journals (Sweden)

    Filipa Fonseca

    2010-06-01

    Full Text Available The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction.

  20. 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.

  1. Measurement results obtained from air quality monitoring system

    Energy Technology Data Exchange (ETDEWEB)

    Turzanski, P.K.; Beres, R. [Provincial Inspection of Environmental Protection, Cracow (Poland)

    1995-12-31

    An automatic system of air pollution monitoring operates in Cracow since 1991. The organization, assembling and start-up of the network is a result of joint efforts of the US Environmental Protection Agency and the Cracow environmental protection service. At present the automatic monitoring network is operated by the Provincial Inspection of Environmental Protection. There are in total seven stationary stations situated in Cracow to measure air pollution. These stations are supported continuously by one semi-mobile (transportable) station. It allows to modify periodically the area under investigation and therefore the 3-dimensional picture of creation and distribution of air pollutants within Cracow area could be more intelligible.

  2. The Role of Quality Obstetric Care Services on Reducing Maternal ...

    African Journals Online (AJOL)

    The study recommends that, special initiative should be done to bring changes on reducing maternal mortality, such as ensure essential equipments and ... Enforcement in providing quality of obstetric care services in maternal health services especially in rural areas where majority of people in Tanzania reside is not an ...

  3. Business Students' Perception of University Library Service Quality and Satisfaction

    Science.gov (United States)

    Hsu, Maxwell K.; Cummings, Richard G.; Wang, Stephen W.

    2014-01-01

    The main purpose of this study is to examine the college students' perception of library services, and to what extent the quality of library services influences students' satisfaction. The findings depict the relationship between academic libraries and their users in today's digital world and identify critical factors that may sustain a viable…

  4. Perceived Service Quality and Student Loyalty in an Online University

    Science.gov (United States)

    Martínez-Argüelles, María-Jesús; Batalla-Busquets, Josep-Maria

    2016-01-01

    This paper examines the influence that student perceived quality of service (PSQ) has on continuance intention and willingness to recommend a course in a fully online university. A holistic view of the service provided by the university is taken. It is not only the effect of the teaching which is examined, but also that of the administrative…

  5. The use of quality metrics in service centres

    NARCIS (Netherlands)

    Petkova, V.T.; Sander, P.C.; Brombacher, A.C.

    2000-01-01

    In industry it is not well realised that a service centre is potentially one of the major contributors to quality improvement. Service is able to collect vital information about the field behaviour of products in interaction with customers. If this information is well analysed and communicated, the

  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. Applying GRA and QFD to Improve Library Service Quality

    Science.gov (United States)

    Chen, Yen-Ting; Chou, Tsung-Yu

    2011-01-01

    This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by…

  9. Quality assessment of child care services in primary health care settings of Central Karnataka (Davangere District

    Directory of Open Access Journals (Sweden)

    Rashmi

    2010-01-01

    Full Text Available Background: Infectious disease and malnutrition are common in children. Primary health care came into being to decrease the morbidity. Quality assessment is neither clinical research nor technology assessment. It is primarily an administrative device used to monitor performance to determine whether it continues to remain within acceptable bounds. Aims and Objectives: To assess the quality of service in the delivery of child health care in a primary health care setting. To evaluate client satisfaction. To assess utilization of facilities by the community. Materials and Methods: Study Type: Cross-sectional community-based study. Quality assessment was done by taking 30-50%, of the service provider. Client satisfaction was determined with 1 Immunization and child examination-90 clients each. Utilization of services was assessed among 478 households. Statistical Analysis: Proportions, Likert′s scale to grade the services and Chi-square. Results: Immunization service: Identification of needed vaccine, preparation and care was average. Vaccination technique, documentation, EPI education, maintenance of cold chain and supplies were excellent. Client satisfaction was good. Growth monitoring: It was excellent except for mother′s education andoutreach educational session . Acute respiratory tract infection care: History, physical examination, ARI education were poor. Classification, treatment and referral were excellent. Client satisfaction was good. Diarrheal disease care: History taking was excellent. But examination, classification, treatment, ORT education were poor. Conclusion: Mothers education was not stressed by service providers. Service providers′ knowledge do not go with the quality of service rendered. Physical examination of the child was not good. Except for immunization other services were average.

  10. Recent Advances in Point-of-Access Water Quality Monitoring

    Science.gov (United States)

    Korostynska, O.; Arshak, K.; Velusamy, V.; Arshak, A.; Vaseashta, Ashok

    Clean water is one of our most valuable natural resources. In addition to providing safe drinking water it assures functional ecosystems that support fisheries and recreation. Human population growth and its associated increased demands on water pose risks to maintaining acceptable water quality. It is vital to assess source waters and the aquatic systems that receive inputs from industrial waste and sewage treatment plants, storm water systems, and runoff from urban and agricultural lands. Rapid and confident assessments of aquatic resources form the basis for sound environmental management. Current methods engaged in tracing the presence of various bacteria in water employ bulky laboratory equipment and are time consuming. Thus, real-time water quality monitoring is essential for National and International Health and Safety. Environmental water monitoring includes measurements of physical characteristics (e.g. pH, temperature, conductivity), chemical parameters (e.g. oxygen, alkalinity, nitrogen and phosphorus compounds), and abundance of certain biological taxa. Monitoring could also include assays of biological activity such as alkaline phosphatase, tests for toxins such as microcystins and direct measurements of pollutants such as heavy metals or hydrocarbons. Real time detection can significantly reduce the level of damage and also the cost to remedy the problem. This paper presents overview of state-of-the-art methods and devices used for point-of-access water quality monitoring and suggest further developments in this area.

  11. Service Quality Evaluation and Ranking of Container Terminal Operators

    Directory of Open Access Journals (Sweden)

    Jafar Sayareh

    2016-12-01

    Full Text Available In the service industry, the regular assessment of service quality is considered as a means of promoting the quality of services. Container market is no exception, and the quality of providing service in a container terminal is of prime importance in attracting new customers and maintaining the existing ones. The main aim of present research is to evaluate the quality of service being offered at Shahid Rajaee Container Terminal (SRCT in Bandar Abbas port. The evaluation process uses SERVQUAL model which is an appropriate tool for measuring the service quality, identifying and analyzing available gaps between service expectations and perceptions. Target population in this research includes customers of SRCT. The standard and customized questionnaires were distributed among 165 samples, out of which 127 (77% were returned. For the purpose of data analyses, initially the reliability of SERVQUAL model was checked, and then paired sample t-test was performed to reveal any possible gap between expectations and perceptions of respondents. Finally, TOPSIS was used to rank the 9 main container service companies in the SRCT. The results indicated that there are significant gaps between customers’ expectations and perceptions in SRCT, in all five dimensions of services quality. Additionally, from weighing point of view, ‘Tangibles’ was the most important dimension, followed by ‘Reliability’, ‘Assurance’, ‘Responsiveness’ and ‘Empathy’. In addition, ‘Tangibles’ dimension had maximum gap and ‘Empathy’ dimension had minimum gap between customers’ expectations and perceptions. Finally, after ranking companies, BandarAbbas Aria Container Terminal (BACT Company was ranked first among nine companies in satisfying customers’ expectations.

  12. Quality of Antenatal care services in eastern Uganda: implications ...

    African Journals Online (AJOL)

    Good quality Antenatal Care (ANC) provides opportunity to detect and respond to risky maternal conditions. This study assessed quality of ANC services in eastern Uganda with a goal of benchmarking implications for interventions. Methods Data was collected from 15 health facilities in Eastern Uganda to establish capacity ...

  13. Quality Assurance in Dietetic Services Workshop for the Dietetic Assistant.

    Science.gov (United States)

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

    This workshop guide is a unit of study for teaching dietetic assistants to work with quality control in a nursing home or hospital. The objective of the unit is to enable the students to develop and expand a dietetic services administrative and clinical quality assurance program in his or her own institution. Following the unit objective, the unit…

  14. 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)

  15. Service Quality Ideals in a Competitive Tertiary Environment

    Science.gov (United States)

    Yeo, Roland K.

    2009-01-01

    Drawing on the experience of an Engineering School in Singapore, the paper explores the success factors of service quality in higher education by integrating the characteristics of SERVQUAL (an instrument for assessing students' experience of higher education) and SQA (Singapore Quality Award). Data were collected by means of structured…

  16. Total Quality Management and Media Services: The Deming Method.

    Science.gov (United States)

    Richie, Mark L.

    1992-01-01

    W. Edwards Deming built a 40-year record of quality management in Japan known as Total Quality Management (TQM). His 14 points require a change in the belief system of managers and media directors, but their implementation in government agencies and schools will produce increased time for better services, better communications, and new programs.…

  17. Service quality of hospital outpatient departments: patients' perspective.

    Science.gov (United States)

    Zarei, Ehsan

    2015-01-01

    Assessment of patient perceptions of health service quality as an important element in quality assessments has attracted much attention in recent years. The purpose of this paper is to assess the service quality of hospital outpatient departments affiliated to Shahid Beheshti University of Medical Sciences from the patients' perspective. This cross-sectional study was conducted in 2014 in Tehran, Iran. The study samples included 500 patients who were selected by multi-stage random sampling from four hospitals. The data collection instrument was a questionnaire consisting of 50 items, and the validity and reliability of the questionnaire were confirmed. For data analysis, exploratory and confirmatory factor analysis, Friedman test, and descriptive statistics were used through LISREL 8.54 and SPSS 18 applications. Eight significant factors were extracted for outpatient service quality, which explained about 67 per cent of the total variance. Physician consultation, information provided to the patient, and the physical environment of the clinic were the three determining factors of the quality of outpatient services. The highest and lowest perceptions were related to physician consultation and perceived waiting time dimension, respectively. The mean score of patients' perception of outpatient service quality was 3.89 (±0.60). About 59.5 per cent of patients assessed the quality of outpatient services as good, 38.2 per cent as moderate, and 2.3 per cent as poor. Practical implications - The instrument developed for this study is valid and reliable, and it can help hospital managers to identify the areas needing improvement and correction. According to the findings of this study, the majority of patients had a positive experience with outpatient departments of teaching hospitals, and the services provided in these centres were of adequate quality, based on patient assessments.

  18. Evaluación de un programa de monitoría de la calidad de los servicios otorgados por una Organización no Gubernamental Evaluation of a quality-monitoring program for services provided by a Non-Governmental-Organization

    Directory of Open Access Journals (Sweden)

    Alma Lucila Sauceda-Valenzuela

    2000-09-01

    Full Text Available OBJETIVO: Evaluar el impacto de un programa de monitoría de la calidad sobre la presencia de eventos centinela y las actitudes y conductas del personal ante la presencia de los mismos en una Organización no Gubernamental. MATERIAL Y MÉTODOS: De acuerdo con un diseño cuasi-experimental del tipo antes y después para evaluar el efecto del programa de monitoría de la calidad se realizó este trabajo de 1998 a 1999, en 13 clínicas de una Organización no Gubernamental. Para la valoración de los cambios en actitudes y conductas se utilizó la comparación de diferencia de medias, y un análisis de varianza entre los grupos. RESULTADOS: Los eventos centinela se redujeron de 32 detectados inicialmente a sólo dos en la evaluación. Se observaron diferencias de medias en el orden de +1.1 y +1.2 para actitudes y conductas en todos los eventos centinela (pOBJECTIVE: To evaluate the effect of a quality-monitoring program on the occurrence of sentinel events and on attitudes and behaviors of personnel's responses in a Non-Governmental-Organization (NGO. MATERIAL AND METHODS: Between 1998 and 1999, a quasi-experimental design of the before-after type was conducted in 13 NGO clinics. Analysis of changes in attitudes and behaviors consisted in differences of means and analysis of variance between groups. RESULTS: The number of sentinel events decreased from 32 events detected before the quality-monitoring program to only 2 after it. Attitudes and behaviors improved, with differences of means of +1.1 and +1.2 (p<0.05. CONCLUSIONS: The quality-monitoring program achieved the expected effects. It is noteworthy that attitudes and behaviors to prevent the occurrence of sentinel events were more prevalent after the intervention.

  19. On the Move to Business-Driven Alignment of Service Monitoring Requirements

    OpenAIRE

    Alencar Silva , Patrício ,; Weigand , Hans

    2011-01-01

    Part 2: Full Papers; International audience; Current service monitoring capabilities have been not designed in alignment with business needs. We argue that service monitoring should be primarily thought of as an economic concern, with proper needs being elicited on the business strategy level and further drilled down to process and IT services management layers. Monitoring needs and capabilities should be designed independently from each other and exposed as abstract monitoring interfaces for...

  20. Assessing service quality satisfying the expectations of library customers

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    Hernon, Peter; Dugan, Robert

    2015-01-01

    Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.