Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services

Disseny d’un electro-filtre a pressió a escala de laboratori per filtrar suspensions sòlid-líquid

La idea principal d’aquest projecte és dissenyar i muntar un electro-filtre a pressió, per tal d’observar si aquesta nova tècnica provoca uns majors rendiments (reducció del temps de filtració i disminució del % d’aigua en el tortó format) respecte la filtració a pressió tradicional emprada en la indústria

Anàlisi cinètica experimental d'una recuita de recuperació mitjançant una tècnica de calorimetria diferencial (DSC)

En l’àmbit de la indústria metal·lúrgica és molt freqüent l’ús de tècniques de conformació per deformació (treball en fred o en calent) per tal de donar forma, a metalls o aliatges metàl·lics. Mecànicament, el treball en fred provoca l’increment de la duresa i de la resistència a la tensió i, per contra, la reducció de la ductilitat, de la conductivitat elèctrica i de la resistència a la corrosió. Per tal de millorar les propietats mecàniques afectades per la reducció és on pren rellevància l’ús de la recuita. La recuita és un tractament tèrmic format per tres etapes: la recuperació, la recristal·lització i el creixement del gra. En el present projecte analitzem en detall la recuperació. El projecte té com a objectiu fer l’estudi experimental de la cinètica, durant la recuita de recuperació, d’un aliatge mecànic. Aquest estudi permetrà determinar els paràmetres més rellevants per tal de descriure com evolucionen l’estructura i les propietats del metall durant un tractament tèrmic, en funció del temps de tractament i la temperatura

Web del Col·lectiu de suport a Ángel Olarán

Web per donar a conèixer, recollir donacions i ajudes d'un Col·lectiu format per un grup d'empreses del Pla d'Urgell que donem suport al missioner Ángel Olarán

Disseny i implementació d'una aplicació que genera informes de Plans de Seguretat i Salut d'una obra aplicant l'enginyeria de la usabilitat

Aquest treball explica el procés d'estudi, desenvolupament, disseny i implementació de l'aplicació web http://www.segurplan.com SegurPlan és una aplicació web concebuda per generar informes en format PDF de Plans de Seguretat i Salut d'obra, destinada a ser usada per Tècnics en Prevenció de Riscos Laborals. El procés de desenvolupament s'ha realitzat tot utilitzant els criteris de l'enginyeria de la usabilitat amb l'objectiu principal de facilitar i minimitzar el temps de treball dels usuaris finals.

Annual Report, 2003

Annaul report for Iowa Workforce Development in PDF adn ADA Compliant Text File

ESCMID postgraduate technical workshop on intracellular bacteria: from biology to clinic.

Infection by intracellular bacteria can lead to several diseases in both veterinary and human medicine. Unfortunately, the biology of these intracellular bacteria is highly complex due to their interactions with their host cells. Thus, it is very important to develop several tools in order to better understand the complex intracellular life of these pathogens, so allowing to improve the diagnosis options and the treatments of infectious diseases that they are causing. The workshop organised in Villars-sur-Ollon (Switzerland) by the ESCMID Study group on intracellular bacteria was a good opportunity to enhance our knowledge on these fastidious pathogens. During 5 days, 15 speakers gave 41 talks, covering all fields, from biology to clinic of different intracellular bacteria such as Bartonella, Chlamydia, Coxiella, Ehrlichia, Listeria, Parachlamydia, Rickettsia, and Waddlia. The format of this postgraduate course, which took place in the Swiss mountains, allowed interactive sessions and living discussions between the participants coming from all around the world. One of the major strength was to gather epidemiologists, clinical microbiologists, infectious diseases specialists, entomologists, veterinarians as well as bioinformaticians, biochemists and biologists to deliver a unique "one-health science" on intracellular bacteria. Here, we summarise the main take-home messages delivered during this meeting.

Identification of potential rockfall source areas at a regional scale using a DEM-based geomorphometric analysis

The availability of high resolution Digital Elevation Models (DEM) at a regional scale enables the analysis of topography with high levels of detail. Hence, a DEM-based geomorphometric approach becomes more accurate for detecting potential rockfall sources. Potential rockfall source areas are identified according to the slope angle distribution deduced from high resolution DEM crossed with other information extracted from geological and topographic maps in GIS format. The slope angle distribution can be decomposed in several Gaussian distributions that can be considered as characteristic of morphological units: rock cliffs, steep slopes, footslopes and plains. A terrain is considered as potential rockfall sources when their slope angles lie over an angle threshold, which is defined where the Gaussian distribution of the morphological unit "Rock cliffs" become dominant over the one of "Steep slopes". In addition to this analysis, the cliff outcrops indicated by the topographic maps were added. They contain however "flat areas", so that only the slope angles values above the mode of the Gaussian distribution of the morphological unit "Steep slopes" were considered. An application of this method is presented over the entire Canton of Vaud (3200 km2), Switzerland. The results were compared with rockfall sources observed on the field and orthophotos analysis in order to validate the method. Finally, the influence of the cell size of the DEM is inspected by applying the methodology over six different DEM resolutions.

Materials per a un edició anotada del Desconhort de Ramon Llull

Amb aquest treball volem presentar una proposta de guia de lectura del Desconhort de Ramon Llull en format d’edició divulgativa dirigida a un lector culte no especialitzat. Amb aquesta voluntat d’acompanyar el lector contemporani en la comprensió d’aquesta obra, hem organitzat el treball de la manera següent: una introducció que ressegueix els fils principals de l’obra, seguida de la versió original del text regularitzada segons la normativa actual encarada amb una versió moderna en prosa que té el suport de notes aclaridores i del text i d’un glossari que recull els mots antics que avui han caigut en desús

Restauració fluvial del riu Onyar

Diagnosi de l’estat actual del riu Onyar per tal de proposar unes directrius orientatives que permetin aconseguir el bon estat ecològic del medi fluvial. Aquestes propostes es presenten en format de fitxes segons els trams principals on cal actuar i les actuacions més concretes per a cada un d’ells

Monitoring compliance in resistant hypertension: an important step in patient management.

Poor compliance with antihypertensive drug regimens is one recognized cause of inadequate blood pressure control. Compliance is difficult to measure, so poor adherence to treatment remains largely undiagnosed in clinical practice. When the therapeutic response to a drug is not the one expected, it is a major challenge for many physicians to decide whether the patient is a non-responder or a non-complier. Poor compliance is therefore often incorrectly interpreted as a lack of response to treatment. Not detecting non-compliance can lead to the wrong measures being taken. Electronic monitoring of compliance provides important longitudinal information about drug-intake behaviour that cannot be obtained in the clinic. Such monitoring can improve both compliance and blood pressure control, and help physicians to make more rational therapeutic decisions. A reliable assessment of compliance could have a great impact on medical costs by preventing unnecessary investigations or dose adaptations in patients who are not taking their drugs adequately, or potentially reducing the number of hospitalizations. Side-effects and lack of effectiveness are two frequent causes of poor compliance. The right choice of antihypertensive drug can therefore contribute to compliance. In this respect, it is important to find a drug regimen that is effective, long-acting and well tolerated. Long-acting antihypertensive drugs that provide good blood pressure control beyond the 24-h dosing period should perhaps be considered as drugs of choice in non-compliant patients with hypertension because they help to prevent the consequences of occasional drug omissions.

Youthful Offender Program Follow Up Report, 2001

In 1996, the Iowa Division of Criminal and Juvenile Justice Planning was asked by the Governor’s Alliance on Substance Abuse (GASA) to examine the five Youthful Offender Programs (YOPs) that were in operation at that time. The focus of the original study was to describe the programs, their clientele, and two outcome measures (program completion and recidivism). One section of the report provided a detailed description of each of the five programs in operation at the time of the original study and the findings for each. Another section of the report highlighted program completion rates and recidivism rates. The Youthful Offender Programs were designed to operate as part of a partnership with a number of different agencies (county attorneys, the district departments of correctional services, and a variety of different treatment agencies) to provide a holistic approach in the rehabilitation of youthful offenders. These programs were designed specifically for offenders between the ages of 16 and 21 who had committed first time felonies or aggravated misdemeanors as an alternative to incarceration or in response to non-compliant probationer behaviors. Offenders who were 16 and 17 years of age had to have been waived to the adult court to be eligible for entry to the program.

Société Nationale d'Encouragement au Bien. Conseil supérieur d'administration / photographié par Mademoiselle Angelina Trouillet, photographe de la Société

Collectionneur : Sirot, Georges (1898-1977)

Eines de suport per a l’educador social en el Programa d’educació emocional

L’any 2009 es va presentar la primera part del Programa d’educació emocional, aquell que abordava les competències personals (autoconeixement, autoestima, identificació d’emocions...). Amb la creació de la segona part (al 2010) ens vam adonar que a molts de nosaltres ens mancava una base formativa per poder dur a terme les diferents sessions amb garantia d’èxit. Aquells companys que van aplicar el programa ens van donar la pista que ens faltava: crear un document on recollir aquelles idees, suggeriments, eines... que ens poden ajudar en determinades situacions tant dins de l’aula com a nivell individual. No es tracta d'un programa fàcil, sobretot per la implicació personal que de vegades comporta. Així doncs, aquí us presentem un document que pretén orientar, guiar al col·lectiu d’educació social que tingui intenció d’implementar el Programa d’educació emocional per tal d’oferir uns senzills (i aplicables) consells que donin seguretat al formador i garanties d’èxit a les persones internes a les quals va adreçat el programa. El document està format per diferents apartats, començant per un resum del codi deontològic que tot educador/a hauria de conèixer i que empara el Programa d’educació emocional. A continuació s'aborden diferents aspectes com la relació d'acompanyament, la dimensió emotiva, l'empatia, l’assertivitat, el fenomen de la transferència i aspectes a tenir en compte a l'hora d'obrir i tancar una sessió.

Non-invasive and non-occlusive blood pressure estimation via a chest sensor.

The clinical demand for a device to monitor Blood Pressure (BP) in ambulatory scenarios with minimal use of inflation cuffs is increasing. Based on the so-called Pulse Wave Velocity (PWV) principle, this paper introduces and evaluates a novel concept of BP monitor that can be fully integrated within a chest sensor. After a preliminary calibration, the sensor provides non-occlusive beat-by-beat estimations of Mean Arterial Pressure (MAP) by measuring the Pulse Transit Time (PTT) of arterial pressure pulses travelling from the ascending aorta towards the subcutaneous vasculature of the chest. In a cohort of 15 healthy male subjects, a total of 462 simultaneous readings consisting of reference MAP and chest PTT were acquired. Each subject was recorded at three different days: D, D+3 and D+14. Overall, the implemented protocol induced MAP values to range from 80 ± 6 mmHg in baseline, to 107 ± 9 mmHg during isometric handgrip maneuvers. Agreement between reference and chest-sensor MAP values was tested by using intraclass correlation coefficient (ICC = 0.78) and Bland-Altman analysis (mean error = 0.7 mmHg, standard deviation = 5.1 mmHg). The cumulative percentage of MAP values provided by the chest sensor falling within a range of ±5 mmHg compared to reference MAP readings was of 70%, within ±10 mmHg was of 91%, and within ±15mmHg was of 98%. These results point at the fact that the chest sensor complies with the British Hypertension Society (BHS) requirements of Grade A BP monitors, when applied to MAP readings. Grade A performance was maintained even two weeks after having performed the initial subject-dependent calibration. In conclusion, this paper introduces a sensor and a calibration strategy to perform MAP measurements at the chest. The encouraging performance of the presented technique paves the way towards an ambulatory-compliant, continuous and non-occlusive BP monitoring system.