Measuring the operational performance of intensive care units using the analytic hierarchy process approach

Purpose - The purpose of this study is to develop a performance measurement model for service operations using the analytic hierarchy process approach. Design/methodology/approach - The study reviews current relevant literature on performance measurement and develops a model for performance measurement. The model is then applied to the intensive care units (ICUs) of three different hospitals in developing nations. Six focus group discussions were undertaken, involving experts from the specific area under investigation, in order to develop an understandable performance measurement model that was both quantitative and hierarchical. Findings - A combination of outcome, structure and process-based factors were used as a foundation for the model. The analyses of the links between them were used to reveal the relative importance of each and their associated sub factors. It was considered to be an effective quantitative tool by the stakeholders. Research limitations/implications - This research only applies the model to ICUs in healthcare services. Practical implications - Performance measurement is an important area within the operations management field. Although numerous models are routinely being deployed both in practice and research, there is always room for improvement. The present study proposes a hierarchical quantitative approach, which considers both subjective and objective performance criteria. Originality/value - This paper develops a hierarchical quantitative model for service performance measurement. It considers success factors with respect to outcomes, structure and processes with the involvement of the concerned stakeholders based upon the analytic hierarchy process approach. The unique model is applied to the ICUs of hospitals in order to demonstrate its effectiveness. The unique application provides a comparative international study of service performance measurement in ICUs of hospitals in three different countries. © Emerald Group Publishing Limited.

Human resource management, employee attitudes and business performance in Post Office Ltd

Whilst a consistent link between the adoption of human resource management (HRM) practices by organisations and their performance has been confirmed by numerous studies, there is a need for greater understanding of why such effects occur. Recently, the attention of researchers has shifted towards understanding the so-called ‘black box’ linking HRM and business performance. This study focuses on this area of research by testing processes through which HRM may affect performance, in particular the process of HR implementation, mediation mechanisms, and fit with internal and external boundary conditions. This research was based on a sample of 136 Post Office branches in the UK and investigated the role of HR implementation, employee attitudes and competitive environment. The study revealed that HR implementation, a climate for service, job satisfaction and effective organisational commitment predicted independent measures of economic and service performance in branches. Employee attitudes moderated the relationship between implemented HRM and service performance, and both job satisfaction and commitment were found to mediate relationships between a climate for service and service performance. Finally, relative levels of competition faced by branches moderated the relationship between employee attitudes and sales. The findings demonstrate how the process of HR implementation, interactions with employee attitudes and moderation by external competition all influence the impact of HR systems on service and economic performance outcomes. These results illustrate the need for greater attention to processes of internal and external fit within HRM research in order to develop theory relating to why HR systems affect performance.

Reverse resource exchanges in service supply chains:the case of returnable transport packaging

Purpose: The purpose of this paper is to understand how reverse resource exchanges and resource dependencies are managed in the service supply chain (SSC) of returnable transport packaging (RTP). Design/methodology/approach: A single case study was conducted in the context of automotive logistics focusing on the RTP SSC. Data were collected through 16 interviews, primarily with managers of a logistics service provider (LSP) and document analysis of contractual agreements with key customers of the packaging service. Findings: Resource dependencies among actors in the SSC result from the importance of the RTP for the customer’s production processes, the competition among users for RTP and the negative implications of the temporary unavailability of RTP for customers and the LSP (in terms of service performance). Amongst other things, the LSP is dependent on its customers and third-party users (e.g. the customer’s suppliers) for the timely return of package resources. The role of inter-firm integration and collaboration, formal contracts as well as customers’ power and influence over third-party RTP users are stressed as key mechanisms for managing LSP’s resource dependencies. Research limitations/implications: A resource dependence theory (RDT) lens is used to analyse how reverse resource exchanges and associated resource dependencies in SSCs are managed, thus complementing the existing SSC literature emphasising the bi-directionality of resource flows. The study also extends the recent SSC literature stressing the role of contracting by empirically demonstrating how formal contracts can be mobilised to explicate resource dependencies and to specify, and regulate, reverse exchanges in the SSC. Practical implications: The research suggests that logistics providers can effectively manage their resource dependencies and regulate reverse exchanges in the SSC by deploying contractual governance mechanisms and leveraging their customers’ influence over third-party RTP users. Originality/value: The study is novel in its application of RDT, which enhances our understanding of the management of reverse exchanges and resource dependencies in SSCs.

Impact of high-performance work systems on individual- and branch-level performance:test of a multilevel model of intermediate linkages

We proposed and tested a multilevel model, underpinned by empowerment theory, that examines the processes linking high-performance work systems (HPWS) and performance outcomes at the individual and organizational levels of analyses. Data were obtained from 37 branches of 2 banking institutions in Ghana. Results of hierarchical regression analysis revealed that branch-level HPWS relates to empowerment climate. Additionally, results of hierarchical linear modeling that examined the hypothesized cross-level relationships revealed 3 salient findings. First, experienced HPWS and empowerment climate partially mediate the influence of branch-level HPWS on psychological empowerment. Second, psychological empowerment partially mediates the influence of empowerment climate and experienced HPWS on service performance. Third, service orientation moderates the psychological empowerment-service performance relationship such that the relationship is stronger for those high rather than low in service orientation. Last, ordinary least squares regression results revealed that branch-level HPWS influences branch-level market performance through cross-level and individual-level influences on service performance that emerges at the branch level as aggregated service performance. © 2011 American Psychological Association.

Appraisal ratings, halo, and selection: A study using sales staff

Supervisor ratings are useful criteria for the validation of selection instruments but maybe limited because of the presence of rating errors, such as halo. This study set out to show that supervisor ratings which are high in halo remain successful criteria in selection. Following a thorough job analysis, a customer service questionnaire was designed to assess the potential of retail sales staff on three orthogonal subscales labelled Dealing with people, Emotions and energy, and Solitary style. These subscales were uncorrelated with supervisor ratings made about 8 weeks later. However, the supervisor ratings were correlated with an overall scale derived from the three scales of the customer service questionnaire. These results support the view that supervisor ratings generally consist of global impressions and suggest that these global impressions are useful measures of overall performances. This field study confirms laboratory results that halo does not necessarily reduce rating accuracy.

Distribuição de vídeo sobre uma rede IEEE 802.11n

A recente norma IEEE 802.11n oferece um elevado débito em redes locais sem fios sendo por isso esperado uma adopção massiva desta tecnologia substituindo progressivamente as redes 802.11b/g. Devido à sua elevada capacidade esta recente geração de redes sem fios 802.11n permite um crescimento acentuado de serviços audiovisuais. Neste contexto esta dissertação procura estudar a rede 802.11n, caracterizando o desempenho e a qualidade associada a um serviço de transmissão de vídeo, recorrendo para o efeito a uma arquitectura de simulação da rede 802.11n. Desta forma é caracterizado o impacto das novas funcionalidades da camada MAC introduzidas na norma 801.11n, como é o caso da agregação A-MSDU e A-MPDU, bem como o impacto das novas funcionalidades da camada física como é o caso do MIMO; em ambos os casos uma optimização da parametrização é realizada. Também se verifica que as principais técnicas de codificação de vídeo H.264/AVC para optimizar o processo de distribuição de vídeo, permitem optimizar o desempenho global do sistema de transmissão. Aliando a optimização e parametrização da camada MAC, da camada física, e do processo de codificação, é possível propor um conjunto de configurações que permitem obter o melhor desempenho na qualidade de serviço da transmissão de conteúdos de vídeo numa rede 802.11n. A arquitectura de simulação construída nesta dissertação é especificamente adaptada para suportar as técnicas de agregação da camada MAC, bem como para suportar o encapsulamento em protocolos de rede que permitem a transmissão dos pacotes de vídeo RTP, codificados em H.264/AVC.

Verificação dos estados limites de utilização de estruturas de betão

A ocorrência de fenómenos como deformações excessivas, deformações impostas, variações de temperatura, fluência e retracção entre outros são responsáveis pela diminuição do desempenho em serviço das estruturas de betão. Frequentemente, os projectistas valorizam em demasia a verificação da segurança em relação aos estados limites últimos, dedicando menos atenção à verificação dos estados limites de utilização, recorrendo a certas medidas construtivas que em casos usuais poderão ser suficientes. Em casos especiais como vãos consideráveis ou acções de elevada intensidade, estas medidas não garantem que a estrutura apresente a funcionalidade e a durabilidade desejáveis, impondo-se a necessidade de verificar os estados limites de utilização por métodos de cálculo mais fiáveis. Este factor, pode ser determinante para evitar certas anomalias de difícil resolução. A presente dissertação pretende documentar alguns métodos de cálculo utilizados no controlo da fendilhação, na limitação das tensões e no controlo das deformações segundo as mais recentes disposições regulamentares previstas para o efeito. Como os valores obtidos com a aplicação destes métodos são aproximações ao comportamento real dos elementos estruturais, procurou-se comparar estes resultados teóricos com situações reais, de forma a avaliar a sua precisão e fiabilidade. A degradação precoce das estruturas de betão, nem sempre se deve apenas à desvalorização da verificação dos estados limites de utilização em fase de projecto. Como os processos de produção destas estruturas são complexos e por vezes são negligenciadas boas práticas de construção, são propostas neste trabalho resumidamente algumas medidas construtivas que visam aumentar a durabilidade das estruturas e o seu desempenho em serviço.

Estimating Effective Slowdown of Tasks in Energy-Aware Clouds

Consolidation consists in scheduling multiple virtual machines onto fewer servers in order to improve resource utilization and to reduce operational costs due to power consumption. However, virtualization technologies do not offer performance isolation, causing applications’ slowdown. In this work, we propose a performance enforcing mechanism, composed of a slowdown estimator, and a interference- and power-aware scheduling algorithm. The slowdown estimator determines, based on noisy slowdown data samples obtained from state-of-the-art slowdown meters, if tasks will complete within their deadlines, invoking the scheduling algorithm if needed. When invoked, the scheduling algorithm builds performance and power aware virtual clusters to successfully execute the tasks. We conduct simulations injecting synthetic jobs which characteristics follow the last version of the Google Cloud tracelogs. The results indicate that our strategy can be efficiently integrated with state-of-the-art slowdown meters to fulfil contracted SLAs in real-world environments, while reducing operational costs in about 12%.

RingDings market analysis

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Iowa NAPIS (National Aging Program Information System) Activity Report State Fiscal Year 2004

INAPIS (National Aging Program Information System) Activity Report collects and reports service/performance data and related program management information to the federal and state government. This report shows the number of older Iowans who receive services and the number of units by service category from Title III funding of the Older Americans Act, the Administration on Aging (AoA) and limited state general fund dollars. Additionally, it shows the number of persons served by individual services and total "unduplicated" client count across all services. In other words, if you add the total number of clients from all services it is higher than the actual number of persons served across all services, because some people need and receive more than one service.

NAPIS Report YTD 1st Quarter-4th Quarter 2007

INAPIS Title III Client Service Unit Report - INAPIS (National Aging Program Information System) Service Unit Report collects and reports service/performance data and related program management information to the federal and state government. This report shows the number of older Iowans who receive services and the number of units by service category from Title III funding of the Older Americans Act, the Administration on Aging (AoA) and limited state general fund dollars. Additionally, it shows the number of persons served by individual services and total "unduplicated" client count across all services. In other words, if you add the total number of clients from all services it is higher than the actual number of persons served across all services, because some people need and receive more than one service. (Please note: this is preliminary data, and may be subject to change.)

Title III-E Report YTD 1st Quarter-4th Quarter 2007

Family Caregiver Support Program (Title III-E) - The Administration on Aging (AoA) has determined that for Title III-E, the actual family caregiver is the client, not the older person receiving the services. Iowa NAPIS (National Aging Program Information System) collects and reports Title III-E service/performance data and related program management information to the federal and state government in a format like the other Title III services. The major shift in reporting relates to who is the client. As a result, this Title III-E Client/Service Unit Report shows the number of caregivers who receive services and the number of units by service category from the Title III-E funding of the Older Americans Act, the AoA, and limited state general fund dollars. Additionally, it shows the number of persons served by individual services and total "unduplicated" client count across all services. In other words, if you add the total number of clients (caregivers) from all services, it is higher than the actual number of persons served across all services because some people need and receive more than one service. (Please note: this is preliminary data, and may be subject to change.) Title III-E Report YTD 1st Quarter 2007 Title III-E Report YTD 2nd Quarter 2007 Title III-E Report YTD 3rd Quarter 2007 Title III-E Report YTD 4th Quarter 2007

Ammonium Phosphate/Fly Ash Road Base Construction, HR-294, 1993

The objective of this research project was to evaluate the construction and service performance of ammonium phosphate/fly ash (APFA) treated base courses of crushed fines and/or unprocessed sand. Specific test results related to construction of the test sections were included in the 1987 construction report by Iowa State University. The performance of the experimental sections is dealt with in this final report. This 1986 project demonstrated that in all cases the control sections utilizing a Type B base experienced dramatically less cracking in the surface than the APFA treated base sections. The cost per mix and subsequent surface maintenance costs for the APFA base sections, especially those having a substantial amount of limestone, were higher than the Type B base control sections. This type of construction may prove to be economical only when petroleum product costs escalate.

Design and Operation of the Traffic Simulator, HR-100, 1967

Heavy traffic volumes frequently cause distress in asphalt pavements which were designed under accepted design methods and criteria. The distress appears in the form of rutting in the wheel tracks and rippling or shoving in areas where traffic accelerates or decelerates. Apparently accepted stability test methods alone do not always assure the desired service performance of asphaltic pavements under heavy traffic. The Bituminous Research Laboratory, Engineering Research Institute of Iowa State University undertook the development of a laboratory device by which the resistance of an asphalt paving mix to displacement under traffic might be evaluated, and also be used as a supplemental test to determine adequacy of design of the mix by stability procedures.

Ammonium Phosphate/Fly Ash Road Base Construction, HR-294, Construction Report, 1987

The objective of this research project was to evaluate the construction and service performance of ammonium phosphate/fly ash (APFA) treated base courses of crushed fines and/or unprocessed sand. Specific test results related to construction of the test sections were included in the 1987 construction report by Iowa State University. The performance of the experimental sections is dealt with in this final report. This 1986 project demonstrated that in all cases the control sections utilizing a Type B base experienced dramatically less cracking in the surface than the APFA treated base sections. The cost per mix and subsequent surface maintenance costs for the APFA base sections, especially those having a substantial amount of limestone, were higher than the Type B base control sections. This type of construction may prove to be economical only when petroleum product costs escalate.