Managing Quality in the Hospitality Industry:

In - Managing Quality In the Hospitality Industry – an observation by W. Gerald Glover, Associate Professor, Hospitality Management Program, Appalachian State University, initially Glover establishes: “Quality is a primary concern in the hospitality industry. The author sees problems in the nature of the way businesses are managed and discusses approaches to ensuring quality in corporate cultures.” As the title suggests, the author wants to point out certain discrepancies in hospitality quality control, as well as enlighten you as to how to address some of these concerns. “A discussion of quality presents some interesting dilemmas. Quality is something that almost everyone wants,” Assistant Professor Glover notes. “Service businesses will never admit that they don't provide it to their customers, and few people actually understand what it takes to make it happen,” he further maintains. Glover wants you to know that in a dynamic industry such as hospitality, quality is the common denominator. Whether it be hotel, restaurant, airline, et al., quality is the raison d’être of the industry. “Quality involves the consistent delivery of a product or service according to the expected standards,” Glover provides. Many, if not all quality deficiencies can be traced back to management, Glover declares. He bullet points some of the operational and guest service problems managers’ face on a daily basis. One important point of note is the measuring and managing of quality. “Standards management is another critical area in people and product management that is seldom effective in corporations,” says Glover. “Typically, this area involves performance documentation, performance evaluation and appraisal, coaching, discipline, and team-building.” “To be effective at managing standards, an organization must establish communication in realms where it is currently non-existent or ineffective,” Glover goes on to say. “Coaching, training, and performance appraisal are methods to manage individuals who are expected to do what's expected.” He alludes to the benefit quality circles supply as well. In addressing American organizational behavior, Glover postures, “…a realization must develop that people and product management are the primary influences on generating revenues and eventually influencing the bottom line in all American organizations.” Glover introduces the concept of pro-activity. “Most recently, quality assurance and quality management have become the means used to develop and maintain proactive corporate cultures. When prevention is the focus, quality is most consistent and expectations are usually met,” he offers. Much of the article is dedicated to, “Appendix A-Table 1-Characteristics of Corporate Cultures (Reactive and Proactive. In it, Glover measures the impact of proactive management as opposed to the reactive management intrinsic to many elements of corporate culture mentality.

The effectiveness of a nurse practitioner-led pain management team in long-term care: A mixed methods study

BACKGROUND: Considering the high rates of pain as well as its under-management in long-term care (LTC) settings, research is needed to explore innovations in pain management that take into account limited resource realities. It has been suggested that nurse practitioners, working within an inter-professional model, could potentially address the under-management of pain in LTC.

OBJECTIVES: This study evaluated the effectiveness of implementing a nurse practitioner-led, inter-professional pain management team in LTC in improving (a) pain-related resident outcomes; (b) clinical practice behaviours (e.g., documentation of pain assessments, use of non-pharmacological and pharmacological interventions); and, (c) quality of pain medication prescribing practices.

METHODS: A mixed method design was used to evaluate a nurse practitioner-led pain management team, including both a quantitative and qualitative component. Using a controlled before-after study, six LTC homes were allocated to one of three groups: 1) a nurse practitioner-led pain team (full intervention); 2) nurse practitioner but no pain management team (partial intervention); or, 3) no nurse practitioner, no pain management team (control group). In total, 345 LTC residents were recruited to participate in the study; 139 residents for the full intervention group, 108 for the partial intervention group, and 98 residents for the control group. Data was collected in Canada from 2010 to 2012.

RESULTS: Implementing a nurse practitioner-led pain team in LTC significantly reduced residents' pain and improved functional status compared to usual care without access to a nurse practitioner. Positive changes in clinical practice behaviours (e.g., assessing pain, developing care plans related to pain management, documenting effectiveness of pain interventions) occurred over the intervention period for both the nurse practitioner-led pain team and nurse practitioner-only groups; these changes did not occur to the same extent, if at all, in the control group. Qualitative analysis highlighted the perceived benefits of LTC staff about having access to a nurse practitioner and benefits of the pain team, along with barriers to managing pain in LTC.

CONCLUSIONS: The findings from this study showed that implementing a nurse practitioner-led pain team can significantly improve resident pain and functional status as well as clinical practice behaviours of LTC staff. LTC homes should employ a nurse practitioner, ideally located onsite as opposed to an offsite consultative role, to enhance inter-professional collaboration and facilitate more consistent and timely access to pain management.

The implementation of mini-enterprise business process management.

Obviously, it is important for the mini-enterprise to acknowledgement that how to win the customers and markets, because the products must be continuously evolved so as to satisfy the customer, otherwise it will be disused by the market, that is a major problems for nowadays mini-enterprise business process management. In fact, in order to satisfy the customers, the overall business processes for mini-enterprises are mostly based on integrated business process, optimization on the integrated business process is vital for a successful min-enterprise. this paper explores how to optimize the business process of mini-enterprises based on the general principle of enterprise business process management and the main feature of the mini-enterprise, so as to instruct the mini-enterprise to control, enhance and optimize the business process in order to meet the inner requirements from the development of the enterprise and adapt itself with the continuous changes of the outside environment, most vitally it can enhance the process or re-design the process so as to meet business demands from customers.

Preparation of environmental monitoring plan pattern for surface water quality in Iran (Case study: Gharehsou River)

Using water quality management programs is a necessary and inevitable way for preservation and sustainable use of water resources. One of the important issues in determining the quality of water in rivers is designing effective quality control networks, so that the measured quality variables in these stations are, as far as possible, indicative of overall changes in water quality. One of the methods to achieve this goal is increasing the number of quality monitoring stations and sampling instances. Since this will dramatically increase the annual cost of monitoring, deciding on which stations and parameters are the most important ones, along with increasing the instances of sampling, in a way that shows maximum change in the system under study can affect the future decision-making processes for optimizing the efficacy of extant monitoring network, removing or adding new stations or parameters and decreasing or increasing sampling instances. This end, the efficiency of multivariate statistical procedures was studied in this thesis. Multivariate statistical procedure, with regard to its features, can be used as a practical and useful method in recognizing and analyzing rivers’ pollution and consequently in understanding, reasoning, controlling, and correct decision-making in water quality management. This research was carried out using multivariate statistical techniques for analyzing the quality of water and monitoring the variables affecting its quality in Gharasou river, in Ardabil province in northwest of Iran. During a year, 28 physical and chemical parameters were sampled in 11 stations. The results of these measurements were analyzed by multivariate procedures such as: Cluster Analysis (CA), Principal Component Analysis (PCA), Factor Analysis (FA), and Discriminant Analysis (DA). Based on the findings from cluster analysis, principal component analysis, and factor analysis the stations were divided into three groups of highly polluted (HP), moderately polluted (MP), and less polluted (LP) stations Thus, this study illustrates the usefulness of multivariate statistical techniques for analysis and interpretation of complex data sets, and in water quality assessment, identification of pollution sources/factors and understanding spatial variations in water quality for effective river water quality management. This study also shows the effectiveness of these techniques for getting better information about the water quality and design of monitoring network for effective management of water resources. Therefore, based on the results, Gharasou river water quality monitoring program was developed and presented.

Know-cap: um método para capitalização de conhecimento no desenvolvimento de software

The intensive character in knowledge of software production and its rising demand suggest the need to establish mechanisms to properly manage the knowledge involved in order to meet the requirements of deadline, costs and quality. The knowledge capitalization is a process that involves from identification to evaluation of the knowledge produced and used. Specifically, for software development, capitalization enables easier access, minimize the loss of knowledge, reducing the learning curve, avoid repeating errors and rework. Thus, this thesis presents the know-Cap, a method developed to organize and guide the capitalization of knowledge in software development. The Know-Cap facilitates the location, preservation, value addition and updating of knowledge, in order to use it in the execution of new tasks. The method was proposed from a set of methodological procedures: literature review, systematic review and analysis of related work. The feasibility and appropriateness of Know-Cap were analyzed from an application study, conducted in a real case, and an analytical study of software development companies. The results obtained indicate the Know- Cap supports the capitalization of knowledge in software development.

ISO 9000 AND CONTROL OF DOCUMENTS

ISO 9000 is a family of international standards for quality management, applicable to all sizes of company, whether public or private.Management Systems ISO 9000 quality make up the human side, administrative and operating companies. By integrating these three aspects, the organization takes full advantage of all its resources, making results more efficiently, reducing administrative and operating expenses.With globalization and opening markets this has become a competitive advantage by providing further confidence and evidence to all customers, subcontractors, personnel and other stakeholders that the organization is committed to establishing, maintaining and improving levels acceptable quality products and services.Another advantage of quality systems is the clear definition of policies and functions, the staff is utilized according to their ability and focus on real customer needs.It should be mentioned that to achieve these benefits, it is necessary that management of the organization, is committed to the development of its quality system and to allocate financial and human resources to do so. These resources are minimal compared with the benefits you can achieve.

Sensor inteligente para medição de cargas mecânicas

A medição precisa da força é necessária para muitas aplicações, nomeadamente, para a determinação da resistência mecânica dos materiais, controlo de qualidade durante a produção, pesagem e segurança de pessoas. Dada a grande necessidade de medição de forças, têm-se desenvolvido, ao longo do tempo, várias técnicas e instrumentos para esse fim. Entre os vários instrumentos utilizados, destacam-se os sensores de força, também designadas por células de carga, pela sua simplicidade, precisão e versatilidade. O exemplo mais comum é baseado em extensómetros elétricos do tipo resistivo, que aliados a uma estrutura formam uma célula de carga. Este tipo de sensores possui sensibilidades baixas e em repouso, presença de offset diferente de zero, o que torna complexo o seu condicionamento de sinal. Este trabalho apresenta uma solução para o condicionamento e aquisição de dados para células de carga que, tanto quanto foi investigado, é inovador. Este dispositivo permite efetuar o condicionamento de sinal, digitalização e comunicação numa estrutura atómica. A ideia vai de encontro ao paradigma dos sensores inteligentes onde um único dispositivo eletrónico, associado a uma célula de carga, executa um conjunto de operações de processamento de sinal e transmissão de dados. Em particular permite a criação de uma rede ad-hoc utilizando o protocolo de comunicação IIC. O sistema é destinado a ser introduzido numa plataforma de carga, desenvolvida na Escola Superior de Tecnologia e Gestão de Bragança, local destinado à sua implementação. Devido à sua estratégia de conceção para a leitura de forças em três eixos, contém quatro células de carga, com duas saídas cada, totalizando oito saídas. O hardware para condicionamento de sinal já existente é analógico, e necessita de uma placa de dimensões consideráveis por cada saída. Do ponto de vista funcional, apresenta vários problemas, nomeadamente o ajuste de ganho e offset ser feito manualmente, tornando-se essencial um circuito com melhor desempenho no que respeita a lidar com um array de sensores deste tipo.

Prevalencia de síntomas musculoesqueléticos en personal que labora en una Central eléctrica en las actividades de Gestión y Control de Pérdidas de Energía en Norte de Santander, 2016

Introducción: Los trastornos musculoesqueléticos de origen laboral son la primera causa de baja en los trabajadores produciendo disminución de la capacidad productiva y reducción del salario y para las empresas suponen disfunciones de la actividad y pérdidas económicas. Objetivo: Identificar la prevalencia de síntomas musculoesqueléticos del personal tanto operativo como administrativo que laboran en la central eléctrica en Norte de Santander. Metodología: Estudio de corte transversal en una población de 184 trabajadores que laboran para la sección de gestión y control de pérdidas de energía en la Central eléctrica de Norte de Santander. Se utilizó como instrumento para la recolección de información el cuestionario Nórdico de Kuorinka en su versión en español, que permite realizar la detección y análisis de síntomas musculoesqueléticos de la población expuesta, el cual consta de dos partes, la primera que incluye datos socio demográficos tales como antecedentes personales y actividad laboral y la segunda que permite registrar síntomas músculo-esqueléticos en los segmentos corporales (cuello, hombros, codos, muñecas/manos, espalda superior, espalda inferior). El análisis descriptivo incluyó el cálculo de la media y los porcentajes y para estimar asociaciones se utilizó odds ratio (OR) Resultados: El 88% de los trabajadores eran hombres, con una media de edad de 36,1(±10,5) años. El 20,7% percibía molestias en el cuello y el 17,4 % en las muñecas. Tuvieron más riesgo de percibir molestias en la región del cuello las mujeres (OR 20,54), los trabajadores que pertenecen al sector administrativo (OR 15,9), los que no realizar actividad física (OR 2,33), los que tienen menos de 1 año en el cargo (OR 2,9) y los que tenían un Índice de masa corporal mayor de 25 (OR 1,31). Conclusiones: Ser mujer y trabajar en el sector administrativo influyen en la percepción de molestias y síntomas osteomusculares con mayor prevalencia en las zonas corporales de el cuello y las muñecas o manos. De acuerdo a lo encontrado en el estudio se sugiere la realización de actividades en salud laboral que prevengan el riesgo ergonómico.

Development and testing of methodologies for the control and diagnosis of innovative combustion systems

In pursuit of aligning with the European Union's ambitious target of achieving a carbon-neutral economy by 2050, researchers, vehicle manufacturers, and original equipment manufacturers have been at the forefront of exploring cutting-edge technologies for internal combustion engines. The introduction of these technologies has significantly increased the effort required to calibrate the models implemented in the engine control units. Consequently the development of tools that reduce costs and the time required during the experimental phases, has become imperative. Additionally, to comply with ever-stricter limits on 〖"CO" 〗_"2" emissions, it is crucial to develop advanced control systems that enhance traditional engine management systems in order to reduce fuel consumption. Furthermore, the introduction of new homologation cycles, such as the real driving emissions cycle, compels manufacturers to bridge the gap between engine operation in laboratory tests and real-world conditions. Within this context, this thesis showcases the performance and cost benefits achievable through the implementation of an auto-adaptive closed-loop control system, leveraging in-cylinder pressure sensors in a heavy-duty diesel engine designed for mining applications. Additionally, the thesis explores the promising prospect of real-time self-adaptive machine learning models, particularly neural networks, to develop an automatic system, using in-cylinder pressure sensors for the precise calibration of the target combustion phase and optimal spark advance in a spark-ignition engines. To facilitate the application of these combustion process feedback-based algorithms in production applications, the thesis discusses the results obtained from the development of a cost-effective sensor for indirect cylinder pressure measurement. Finally, to ensure the quality control of the proposed affordable sensor, the thesis provides a comprehensive account of the design and validation process for a piezoelectric washer test system.

Perspectiva das mulheres na avaliação do Programa de Humanização do Pré-Natal e Nascimento

OBJETIVO: Analisar a importância da inclusão da perspectiva das mulheres na avaliação do Programa de Humanização do Pré-Natal e Nascimento. PROCEDIMENTOS METODOLÓGICOS: Estudo qualitativo realizado em base a dados primários coletados para a avaliação do Programa de Humanização do Pré-Natal e Nascimento, do Ministério da Saúde, em 2003, em sete municípios das cinco regiões do Brasil, selecionados a partir de dados extraídos de sistemas de bancos de dados oficiais já existentes. Um dos atores considerado fundamental para a coleta de informações foi a mulher atendida pelo Programa, abordada por meio de dezesseis grupos focais realizados em unidades de saúde. Para o tratamento dos dados empíricos foi utilizado o método do Discurso do Sujeito Coletivo. A análise e discussão foram realizadas com o apoio dos conceitos em saúde pública de acessibilidade e Saúde Paidéia. ANÁLISE DOS RESULTADOS: O Programa estudado normatiza para todos os serviços de saúde do país os procedimentos para a atenção ao pré-natal e o parto e os fluxos a serem observados. A análise do discurso das gestantes, nos grupos focais realizados, trouxe clareza quanto à dissonância existente entre muitas dessas recomendações e os desejos e necessidades da mulher, o que faz com que ela procure traçar para si um outro fluxo de atendimentos. Esta ocorrência traz prejuízos ao vínculo que estabelece com o serviço de saúde, além de dificuldades de controle pelo serviço do seguimento real que está sendo oferecido. CONCLUSÕES: A reflexão realizada do Programa, tomando por base a perspectiva das mulheres atendidas, identificou aspectos cuja consideração no momento da avaliação poderia resultar em maior efetividade e humanização do controle pré-natal oferecido

Quality of sugarcane in productive process of ethanol evaluated by INAA

Soil as an impurity in sugarcane is a serious problem for the ethanol industry, increasing production and maintenance costs and reducing the productivity. Fe, Hf, Sc and Th determined by INAA were used as tracers to assess the amount of soil in sugarcane from truckloads as well as in the juice extraction process. Quality control tools were applied to results identifying the need for stratification according to soil type and moisture. Soil levels of truckloads had high variability indicating potential for improving cut and loading operations. Samples from the juice extraction process allowed tracking the soil in the mill tandem.

On the classification of mixed construction and demolition waste aggregate by porosity and its impact on the mechanical performance of concrete

The properties of recycled aggregate produced from mixed (masonry and concrete) construction and demolition (C&D) waste are highly variable, and this restricts the use of such aggregate in structural concrete production. The development of classification techniques capable of reducing this variability is instrumental for quality control purposes and the production of high quality C&D aggregate. This paper investigates how the classification of C&D mixed coarse aggregate according to porosity influences the mechanical performance of concrete. Concretes using a variety of C&D aggregate porosity classes and different water/cement ratios were produced and the mechanical properties measured. For concretes produced with constant volume fractions of water, cement, natural sand and coarse aggregate from recycled mixed C&D waste, the compressive strength and Young modulus are direct exponential functions of the aggregate porosity. Sink and float technique is a simple laboratory density separation tool that facilitates the separation of cement particles with lower porosity, a difficult task when done only by visual sorting. For this experiment, separation using a 2.2 kg/dmA(3) suspension produced recycled aggregate (porosity less than 17%) which yielded good performance in concrete production. Industrial gravity separators may lead to the production of high quality recycled aggregate from mixed C&D waste for structural concrete applications.

MODELLING AND CONTROL OF ERSW PROCESSES BY NEURONAL NETWORK

A study on the use of artificial intelligence (AI) techniques for the modelling and subsequent control of an electric resistance spot welding process (ERSW) is presented. The ERSW process is characterized by the coupling of thermal, electrical, mechanical, and metallurgical phenomena. For this reason, early attempts to model it using computational methods established as the methods of finite differences, finite element, and finite volumes, ask for simplifications that lead the model obtained far from reality or very costly in terms of computational costs, to be used in a real-time control system. In this sense, the authors have developed an ERSW controller that uses fuzzy logic to adjust the energy transferred to the weld nugget. The proposed control strategies differ in the speed with which it reaches convergence. Moreover, their application for a quality control of spot weld through artificial neural networks (ANN) is discussed.

Comparative physical-chemical characterization of encapsulated lipid-based isotretinoin products assessed by particle size distribution and thermal behavior analyses

Isotretinoin is the drug of choice for the management of severe recalcitrant nodular acne. Nevertheless, some of its physical-chemical properties are still poorly known. Hence, the aim of our study consisted to comparatively evaluate the particle size distribution (PSD) and characterize the thermal behavior of the three encapsulated isotretinoin products in oil suspension (one reference and two generics) commercialized in Brazil. Here, we show that the PSD, estimated by laser diffraction and by polarized light microscopy, differed between the generics and the reference product. However, the thermal behavior of the three products, determined by thermogravimetry (TGA), differential thermal (DTA) analyses and differential scanning calorimetry (DSC), displayed no significant changes and were more thermostable than the isotretinoin standard used as internal control. Thus, our study suggests that PSD analyses in isotretinoin lipid-based formulations should be routinely performed in order to improve their quality and bioavailability. (C) 2010 Elsevier B.V. All rights reserved.

Detection of the TLR4 1196C > T Polymorphism by Mismatched-Polymerase Chain Reaction Using Plasmid DNA as Internal Control in Restriction Fragment Length Polymorphism Assays

Background: Restriction fragment length polymorphism (RFLP) is a common molecular assay used for genotyping, and it requires validated quality control procedures to prevent mistyping caused by impaired endonuclease activity. We have evaluated the usefulness of a plasmid-based internal control in RFLP assays. Results: Blood samples were collected from 102 individuals with acute myocardial infarction (AMI) and 108 non-AMI individuals (controls) for DNA extraction and laboratory analyses. The 1196C> T polymorphism in the toll-like receptor 4 (TLR4) gene was amplified by mismatched-polymerase chain reaction (PCR). Amplicons and pBluescript II SK-plasmid were simultaneously digested with endonuclease HincII. Fragments were separated on 2% agarose gels. Plasmid was completely digested using up to 55.2 nmL/L DNA solutions and 1 mu L PCR product. Nevertheless, plasmid DNA with 41.4 nM or higher concentrations was incompletely digested in the presence of 7 mL PCR product. In standardized conditions, TLR4 1196C> T variant was accurately genotyped. TLR4 1196T allele frequency was similar between AMI (3.1%) and controls (2.0%, p = 0.948). TLR4 SNP was not associated with AMI in this sample population. In conclusion, the plasmid-based control is a useful approach to prevent mistyping in RFLP assays, and it is validate for genetic association studies such as TLR4 1196C> T.