Issues in IT service-oriented requirements engineering

Corporate information technology (IT) management is increasingly service-oriented, offering continuous evaluation and improvement of application, communication, delivery and support services to internal and external customers. Service-oriented requirements engineering (SoRE) plays a significant role in identifying and specifying service requirements, formally defined through service-level agreements (SLAs). However, the new frameworks and approaches emerging to guide these developments have not yet addressed how requirements for such services can be effectively developed, nor identified the diverse issues involved. We report a case study of a web services team development of requirements for an internal Service Desk service. The study revealed five main issues of concern when developing service provider requirements: service roles, responsibilities and accountability; service performance metrics; resolution of conflicting stakeholder service requirements; customer acceptance of service change; and service provider team structure. This study suggests that in the new IT services era, new techniques and approaches are needed for eliciting and determining provider and customer requirements that involve key stakeholder groups equitably and more closely negotiate the sometimes-conflicting provider and customer needs.

Views from the executive suite : lessons from the introduction of performance management

Performance management introduced to the senior health executive levels in the New South Wales public health care system included the senior executive service in 1989 and, as a key element of that service, performance agreements in 1990. This is the first qualitative study examining senior health executives' personal experiences of these changes. In consideration of what has been learnt from the most relevant literature and this study, this paper concludes that the introduction and implementation performance management is a continuous process. This process includes the key steps of planning, measuring, monitoring and evaluating. It can be used as a means to achieve overall effective organisation performance by bringing in a two way management process for the organisation and its senior health executives.

Reviewing the learning organisation model in a child and adolescent mental health service

From 1995 onwards, a child and adolescent mental health service (CAMHS) applied Senge's learning organisation model. This review compared service performance with that of peer services 5 years later and explored whether any differences were associated with the application of this model. The comparison methodology used quantitative analysis of external data from the Department of Human Services, together with qualitative analysis of material including interviews with CAMHS directors and service managers. Results showed high evaluation activity and high quality, efficiency and efficacy of care compared with other services. Several restraints to the optimal application of the model were identified, including inadequate training of new managers, service overload, major external organisational change and limited investment in information systems. Other outcomes are discussed.

The antecedents of re-purchase intentions: the service quality perspective

The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and re-purchase intentions was developed and tested using structural equation modelling of 318 surveyed participants at various day spa locations. The findings of this study confirm that the enhancement of the delivery of high quality service, an accommodating environment and strengthening relationships with customers are more likely to increase re-purchase intentions. The major values of this study are the establishment of the role of service quality on re-purchase intentions and the mediating role of customer relationship strength. The major limitation of this research is the study was undertaken in a single service industry.

The antecedents of word-of-mouth behaviour: the service quality perspective

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and postpurchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

Do performance and image enhancing drug users in regional Queensland experience difficulty accessing health services?

INTRODUCTION AND AIM: To understand health service access and needs of people who use performance and image enhancing drugs (PIED) in regional Queensland. DESIGN AND METHODS: Semi-structured interviews were conducted with 21 people (n = 19 men) who reported the use of a range of PIEDs, including anabolic-androgenic steroids, human chorionic gonadotropin, growth hormone, clenbuterol, tamoxifen, insulin and peptides. RESULTS: Participants reported accessing a range of services, including needle and syringe programs and pharmacies, for sterile injecting equipment. While PIEDs users attributed some stigma to needle and syringe programs, they were seen as an important service for injecting equipment. Participants reported receiving either positive care from health-care providers, such as general practitioners (GP), or having negative experiences due to the stigma attached with PIED use. Few participants reported disclosing their PIED use to their GP not only because of the concerns that their GP would no longer see them but also because they felt their GP was not knowledgeable about these substances. DISCUSSION AND CONCLUSION: Participants in the study reported no difficulty in accessing health services based on living in a regional area, with their concern focused more upon how they were viewed and treated by service staff. [Dunn M, Henshaw R, Mckay F. H. Do performance and image enhancing drug users in regional Queensland experience difficulty accessing health services? Drug Alcohol Rev 2015;00:000-000].

Framework for improving the constructability of raised floor systems in Australian office buildings

Despite the great benefits that it can potentially contribute to modern workplace environment, raised floor system (RFS) encountered many barriers in the process of its applications for the fitout of office buildings in the Australian construction industry. Through a set of comprehensive research activities, the significant influence factors (SIFs) and problems associated with the RFS fitout implementation are identified. Further discussion of these SIFs and problems unearths a range of project level critical factors (PLCFs) pertaining to the RFS fitout design, construction, operation and maintenance, which presents firsthand checklists for the project team to review in the project delivery process. These factors need to be accommodated appropriately in order to enhance the implementation of the RFS fitout in Australian office buildings. Following a constructability study, a framework was developed by integrating these SIFs and PLCFs into the delivery of the RFS fitout in an aim to enhance the project constructability and minimize problems in the RFS service performance.

Machinability assessment of Ti-6Al-4V for aerospace applications

Titanium alloy Ti-6Al-4V is the most commonly used titanium alloy in the aerospace and biomedical industries due to its superior material properties. An experimental investigation has been carried out to evaluate the machinability of high performance aerospace alloys (Ti-6Al-4V) to determine their in service performance characteristics based on different machining strategies. Nearly 80-90% of the titanium used in airframes is Ti-6Al-4V. The experimental design consist of face milling Ti-6Al-4V at 12 different combinations of cutting parameters consisting of Depth Of Cut (DoC)- 1, 2 and 3 mm; speeds- 60 and 100 m/min; coolant on/off and at constant feed rate of 0.04mm/tooth. Post machining analysis consists of cutting force measurement, surface texture analysis and metallographic analysis. The future work consists of in-depth investigation into the phase transformational reactions during machining.