Discrete Time Inventory Models with/without Positive Service Time

In everyday life different flows of customers to avail some service facility or other at some service station are experienced. In some of these situations, congestion of items arriving for service, because an item cannot be serviced Immediately on arrival, is unavoidable. A queuing system can be described as customers arriving for service, waiting for service if it is not immediate, and if having waited for service, leaving the system after being served. Examples Include shoppers waiting in front of checkout stands in a supermarket, Programs waiting to be processed by a digital computer, ships in the harbor Waiting to be unloaded, persons waiting at railway booking office etc. A queuing system is specified completely by the following characteristics: input or arrival pattern, service pattern, number of service channels, System capacity, queue discipline and number of service stages. The ultimate objective of solving queuing models is to determine the characteristics that measure the performance of the system

Service provider switching: a study on the switching process in retail banking

In a business environment that is characterized by intense competition, building customer loyalty has become a key area of focus for most financial institutions. The explosion of the services sector, changing customer demographics and deregulation and emergence of new technology in the financial services industry have had a critical impact on consumers’ financial services buying behaviour. The changes have forced banks to modify their service offerings to customers so as to ensure high levels of customer satisfaction and also high levels of customer retention. Banks have historically had difficulty distinguishing their products from one another because of their relative homogeneity; with increasing competition,the problem has only intensified with no coherent distinguishing theme. Rising wealth, product proliferation, regulatory changes and newer technologies are together making bank switching easier for customers. In order to remain competitive, it is important for banks to retain their customer base. The financial services sector is the foundation for any economy and plays the role of mobilization of resources and their allocation. The retail banking sector in India has emerged as one of the major drivers of the overall banking industry and has witnessed enormous growth. Switching behaviour has a negative impact on the banks’ market share and profitability as the costs of acquiring customers are much higher than the costs of retaining. When customers switch, the business loses the potential for additional profits from the customer the initial costs invested in the customer by the business get . The Objective of the thesis was to examine the relationship among triggers that customers experience, their perceptions of service quality, consumers’ commitment and behavioral intentions in the contemporary India retail banking context through the eyes of the customer. To understand customers’ perception of these aspects, data were collected from retail banking customers alone for the purpose of analysis, though the banks’ views were considered during the qualitative work carried out prior to the main study. No respondent who is an employee of a banking organization was considered for the final study to avoid the possibility of any bias that could affect the results adversely. The data for the study were collected from customers who have switched banks and from those who were non switchers. The study attempted to develop and validate a multidimensional construct of service quality for retail banking from the consumer’s perspective. A major conclusion from the empirical research was the confirmation of the multidimensional construct for perceived service quality in the banking context. Switching can be viewed as an optimization problem for customers; customers review the potential gains of switching to another service provider against the costs of leaving the service provider. As banks do not provide tangible products, their service quality is usually assessed through service provider’s relationship with customers. Thus, banks should pay attention towards their employees’ skills and knowledge; assessing customers’ needs and offering fast and efficient services.

Modellbasiertes Service Level Management verteilter Anwendungssysteme

Zur Senkung von Kosten werden in vielen Unternehmen Dienstleistungen, die nicht zur Kernkompetenz gehören, an externe Dienstleister ausgelagert. Dieser Prozess wird auch als Outsourcing bezeichnet. Die dadurch entstehenden Abhängigkeiten zu den externen Dienstleistern werden mit Hilfe von Service Level Agreements (SLAs) vertraglich geregelt. Die Aufgabe des Service Level Managements (SLM) ist es, die Einhaltung der vertraglich fixierten Dienstgüteparameter zu überwachen bzw. sicherzustellen. Für eine automatische Bearbeitung ist daher eine formale Spezifikation von SLAs notwendig. Da der Markt eine Vielzahl von unterschiedlichen SLM-Werkzeugen hervorgebracht hat, entstehen in der Praxis Probleme durch proprietäre SLA-Formate und fehlende Spezifikationsmethoden. Daraus resultiert eine Werkzeugabhängigkeit und eine limitierte Wiederverwendbarkeit bereits spezifizierter SLAs. In der vorliegenden Arbeit wird ein Ansatz für ein plattformunabhängiges Service Level Management entwickelt. Ziel ist eine Vereinheitlichung der Modellierung, so dass unterschiedliche Managementansätze integriert und eine Trennung zwischen Problem- und Technologiedomäne erreicht wird. Zudem wird durch die Plattformunabhängigkeit eine hohe zeitliche Stabilität erstellter Modelle erreicht. Weiteres Ziel der Arbeit ist, die Wiederverwendbarkeit modellierter SLAs zu gewährleisten und eine prozessorientierte Modellierungsmethodik bereitzustellen. Eine automatisierte Etablierung modellierter SLAs ist für eine praktische Nutzung von entscheidender Relevanz. Zur Erreichung dieser Ziele werden die Prinzipien der Model Driven Architecture (MDA) auf die Problemdomäne des Service Level Managements angewandt. Zentrale Idee der Arbeit ist die Definition von SLA-Mustern, die konfigurationsunabhängige Abstraktionen von Service Level Agreements darstellen. Diese SLA-Muster entsprechen dem Plattformunabhängigen Modell (PIM) der MDA. Durch eine geeignete Modelltransformation wird aus einem SLA-Muster eine SLA-Instanz generiert, die alle notwendigen Konfigurationsinformationen beinhaltet und bereits im Format der Zielplattform vorliegt. Eine SLA-Instanz entspricht damit dem Plattformspezifischen Modell (PSM) der MDA. Die Etablierung der SLA-Instanzen und die daraus resultierende Konfiguration des Managementsystems entspricht dem Plattformspezifischen Code (PSC) der MDA. Nach diesem Schritt ist das Managementsystem in der Lage, die im SLA vereinbarten Dienstgüteparameter eigenständig zu überwachen. Im Rahmen der Arbeit wurde eine UML-Erweiterung definiert, die eine Modellierung von SLA-Mustern mit Hilfe eines UML-Werkzeugs ermöglicht. Hierbei kann die Modellierung rein graphisch als auch unter Einbeziehung der Object Constraint Language (OCL) erfolgen. Für die praktische Realisierung des Ansatzes wurde eine Managementarchitektur entwickelt, die im Rahmen eines Prototypen realisiert wurde. Der Gesamtansatz wurde anhand einer Fallstudie evaluiert.

Evolving Distributed Algorithms with Genetic Programming

Distributed systems are one of the most vital components of the economy. The most prominent example is probably the internet, a constituent element of our knowledge society. During the recent years, the number of novel network types has steadily increased. Amongst others, sensor networks, distributed systems composed of tiny computational devices with scarce resources, have emerged. The further development and heterogeneous connection of such systems imposes new requirements on the software development process. Mobile and wireless networks, for instance, have to organize themselves autonomously and must be able to react to changes in the environment and to failing nodes alike. Researching new approaches for the design of distributed algorithms may lead to methods with which these requirements can be met efficiently. In this thesis, one such method is developed, tested, and discussed in respect of its practical utility. Our new design approach for distributed algorithms is based on Genetic Programming, a member of the family of evolutionary algorithms. Evolutionary algorithms are metaheuristic optimization methods which copy principles from natural evolution. They use a population of solution candidates which they try to refine step by step in order to attain optimal values for predefined objective functions. The synthesis of an algorithm with our approach starts with an analysis step in which the wanted global behavior of the distributed system is specified. From this specification, objective functions are derived which steer a Genetic Programming process where the solution candidates are distributed programs. The objective functions rate how close these programs approximate the goal behavior in multiple randomized network simulations. The evolutionary process step by step selects the most promising solution candidates and modifies and combines them with mutation and crossover operators. This way, a description of the global behavior of a distributed system is translated automatically to programs which, if executed locally on the nodes of the system, exhibit this behavior. In our work, we test six different ways for representing distributed programs, comprising adaptations and extensions of well-known Genetic Programming methods (SGP, eSGP, and LGP), one bio-inspired approach (Fraglets), and two new program representations called Rule-based Genetic Programming (RBGP, eRBGP) designed by us. We breed programs in these representations for three well-known example problems in distributed systems: election algorithms, the distributed mutual exclusion at a critical section, and the distributed computation of the greatest common divisor of a set of numbers. Synthesizing distributed programs the evolutionary way does not necessarily lead to the envisaged results. In a detailed analysis, we discuss the problematic features which make this form of Genetic Programming particularly hard. The two Rule-based Genetic Programming approaches have been developed especially in order to mitigate these difficulties. In our experiments, at least one of them (eRBGP) turned out to be a very efficient approach and in most cases, was superior to the other representations.

User Profile Management and Selection in Context-Aware Service Platforms for Networks Beyond 3G

In recent years, progress in the area of mobile telecommunications has changed our way of life, in the private as well as the business domain. Mobile and wireless networks have ever increasing bit rates, mobile network operators provide more and more services, and at the same time costs for the usage of mobile services and bit rates are decreasing. However, mobile services today still lack functions that seamlessly integrate into users’ everyday life. That is, service attributes such as context-awareness and personalisation are often either proprietary, limited or not available at all. In order to overcome this deficiency, telecommunications companies are heavily engaged in the research and development of service platforms for networks beyond 3G for the provisioning of innovative mobile services. These service platforms are to support such service attributes. Service platforms are to provide basic service-independent functions such as billing, identity management, context management, user profile management, etc. Instead of developing own solutions, developers of end-user services such as innovative messaging services or location-based services can utilise the platform-side functions for their own purposes. In doing so, the platform-side support for such functions takes away complexity, development time and development costs from service developers. Context-awareness and personalisation are two of the most important aspects of service platforms in telecommunications environments. The combination of context-awareness and personalisation features can also be described as situation-dependent personalisation of services. The support for this feature requires several processing steps. The focus of this doctoral thesis is on the processing step, in which the user’s current context is matched against situation-dependent user preferences to find the matching user preferences for the current user’s situation. However, to achieve this, a user profile management system and corresponding functionality is required. These parts are also covered by this thesis. Altogether, this thesis provides the following contributions: The first part of the contribution is mainly architecture-oriented. First and foremost, we provide a user profile management system that addresses the specific requirements of service platforms in telecommunications environments. In particular, the user profile management system has to deal with situation-specific user preferences and with user information for various services. In order to structure the user information, we also propose a user profile structure and the corresponding user profile ontology as part of an ontology infrastructure in a service platform. The second part of the contribution is the selection mechanism for finding matching situation-dependent user preferences for the personalisation of services. This functionality is provided as a sub-module of the user profile management system. Contrary to existing solutions, our selection mechanism is based on ontology reasoning. This mechanism is evaluated in terms of runtime performance and in terms of supported functionality compared to other approaches. The results of the evaluation show the benefits and the drawbacks of ontology modelling and ontology reasoning in practical applications.

Autonomes Performance-Management in dienstorientierten Architekturen

Die Bedeutung des Dienstgüte-Managements (SLM) im Bereich von Unternehmensanwendungen steigt mit der zunehmenden Kritikalität von IT-gestützten Prozessen für den Erfolg einzelner Unternehmen. Traditionell werden zur Implementierung eines wirksamen SLMs Monitoringprozesse in hierarchischen Managementumgebungen etabliert, die einen Administrator bei der notwendigen Rekonfiguration von Systemen unterstützen. Auf aktuelle, hochdynamische Softwarearchitekturen sind diese hierarchischen Ansätze jedoch nur sehr eingeschränkt anwendbar. Ein Beispiel dafür sind dienstorientierte Architekturen (SOA), bei denen die Geschäftsfunktionalität durch das Zusammenspiel einzelner, voneinander unabhängiger Dienste auf Basis deskriptiver Workflow-Beschreibungen modelliert wird. Dadurch ergibt sich eine hohe Laufzeitdynamik der gesamten Architektur. Für das SLM ist insbesondere die dezentrale Struktur einer SOA mit unterschiedlichen administrativen Zuständigkeiten für einzelne Teilsysteme problematisch, da regelnde Eingriffe zum einen durch die Kapselung der Implementierung einzelner Dienste und zum anderen durch das Fehlen einer zentralen Kontrollinstanz nur sehr eingeschränkt möglich sind. Die vorliegende Arbeit definiert die Architektur eines SLM-Systems für SOA-Umgebungen, in dem autonome Management-Komponenten kooperieren, um übergeordnete Dienstgüteziele zu erfüllen: Mithilfe von Selbst-Management-Technologien wird zunächst eine Automatisierung des Dienstgüte-Managements auf Ebene einzelner Dienste erreicht. Die autonomen Management-Komponenten dieser Dienste können dann mithilfe von Selbstorganisationsmechanismen übergreifende Ziele zur Optimierung von Dienstgüteverhalten und Ressourcennutzung verfolgen. Für das SLM auf Ebene von SOA Workflows müssen temporär dienstübergreifende Kooperationen zur Erfüllung von Dienstgüteanforderungen etabliert werden, die sich damit auch über mehrere administrative Domänen erstrecken können. Eine solche zeitlich begrenzte Kooperation autonomer Teilsysteme kann sinnvoll nur dezentral erfolgen, da die jeweiligen Kooperationspartner im Vorfeld nicht bekannt sind und – je nach Lebensdauer einzelner Workflows – zur Laufzeit beteiligte Komponenten ausgetauscht werden können. In der Arbeit wird ein Verfahren zur Koordination autonomer Management-Komponenten mit dem Ziel der Optimierung von Antwortzeiten auf Workflow-Ebene entwickelt: Management-Komponenten können durch Übertragung von Antwortzeitanteilen untereinander ihre individuellen Ziele straffen oder lockern, ohne dass das Gesamtantwortzeitziel dadurch verändert wird. Die Übertragung von Antwortzeitanteilen wird mithilfe eines Auktionsverfahrens realisiert. Technische Grundlage der Kooperation bildet ein Gruppenkommunikationsmechanismus. Weiterhin werden in Bezug auf die Nutzung geteilter, virtualisierter Ressourcen konkurrierende Dienste entsprechend geschäftlicher Ziele priorisiert. Im Rahmen der praktischen Umsetzung wird die Realisierung zentraler Architekturelemente und der entwickelten Verfahren zur Selbstorganisation beispielhaft für das SLM konkreter Komponenten vorgestellt. Zur Untersuchung der Management-Kooperation in größeren Szenarien wird ein hybrider Simulationsansatz verwendet. Im Rahmen der Evaluation werden Untersuchungen zur Skalierbarkeit des Ansatzes durchgeführt. Schwerpunkt ist hierbei die Betrachtung eines Systems aus kooperierenden Management-Komponenten, insbesondere im Hinblick auf den Kommunikationsaufwand. Die Evaluation zeigt, dass ein dienstübergreifendes, autonomes Performance-Management in SOA-Umgebungen möglich ist. Die Ergebnisse legen nahe, dass der entwickelte Ansatz auch in großen Umgebungen erfolgreich angewendet werden kann.

A Distributed Model for Mobile Robot Environment-Learning and Navigation

A distributed method for mobile robot navigation, spatial learning, and path planning is presented. It is implemented on a sonar-based physical robot, Toto, consisting of three competence layers: 1) Low-level navigation: a collection of reflex-like rules resulting in emergent boundary-tracing. 2) Landmark detection: dynamically extracts landmarks from the robot's motion. 3) Map learning: constructs a distributed map of landmarks. The parallel implementation allows for localization in constant time. Spreading of activation computes both topological and physical shortest paths in linear time. The main issues addressed are: distributed, procedural, and qualitative representation and computation, emergent behaviors, dynamic landmarks, minimized communication.

Predicting overall service quality: a structural equation modelling approach

In this article, the results of a modified SERVQUAL questionnaire (Parasuraman et al., 1991) are reported. The modifications consisted in substituting questionnaire items particularly suited to a specific service (banking) and context (county of Girona, Spain) for the original rather general and abstract items. These modifications led to more interpretable factors which accounted for a higher percentage of item variance. The data were submitted to various structural equation models which made it possible to conclude that the questionnaire contains items with a high measurement quality with respect to five identified dimensions of service quality which differ from those specified by Parasuraman et al. And are specific to the banking service. The two dimensions relating to the behaviour of employees have the greatest predictive power on overall quality and satisfaction ratings, which enables managers to use a low-cost reduced version of the questionnaire to monitor quality on a regular basis. It was also found that satisfaction and overall quality were perfectly correlated thus showing that customers do not perceive these concepts as being distinct

Multicast extension of unicast charging for QoS Services

In order to successfully deploy multicast services in QoS-aware networks, pricing architectures must take into account the particular characteristics of multicast sessions. With this objective, we propose a charging scheme for QoS multicast services, assuming that the unicast cost of each interconnecting link is determined and that such cost is expressed in terms of quality of service (QoS) parameters. Our scheme allows determining the cost distribution of a multicast session along a cost distribution tree (CDT), and basing such distribution in those pre-existing unicast cost functions. The paper discusses in detail the main characteristics of the problem in a realistic interdomain scenario and how the proposed scheme would contribute to its solution

On the use of QoS requirements as base of multicast charging

We propose a charging scheme for cost distribution along a multicast tree when cost is the responsibility of the receivers. This scheme focuses on QoS considerations and it does not depend on any specific type of service. The scheme has been designed to be used as a bridge between unicast and multicast services, solving the problem of charging multicast services by means of unicast charging and existing QoS routing mechanisms. We also include a numerical comparison and discussions of the case of non-numerical or relative QoS and on the application to some service examples in order to give a better understanding of the proposal

Sistema distribuido colaborativo para la recuperación de documentación educativa.

Sobre la base del estudio de esquemas de comunicación asincrónicos, el presente artículo propone un framework basado en servicios web para la recuperación de documentación educativa en forma colaborativa en ambientes distribuidos, y más concretamente 1) propone describir explícitamente la intención de los mensajes entre procesos utilizando para ello performatives del estándar FIPA, y sobre la base de dicha descripción 2) presenta un conjunto de métricas que evalúan la gestión de la información y 3) define dos algoritmos que mejoran la calidad del servicio del intercambio de información en función de la mejora del proceso de recuperación de documentación educativa.

Bibliography profiling of undergraduate theses in a professional psychology program

The bibliographic profile of 125 undergraduate (licentiate) theses was analyzed, describing absolute quantities of several bibliometric variables, as well as within-document indexes and average lags of the references. The results show a consistent pattern across the years in the 6 cohorts included in the sample (2001-2007), with variations, which fall within the robust confi dence intervals for the global central tendency. The median number of references per document was 52 (99% CI 47-55); the median  percentage of journal articles cited was 55%, with a median age for journal references of 9 years. Other highlights of the bibliographic profile were the use of foreign language references (median 61%), and low reliance on open web documents (median 2%). A cluster analysis of the bibliometric indexes resulted  in a typology of 2 main profiles, almost evenly distributed, one of them with the makeup of a natural science bibliographic profile and the second within the style of the humanities. In general, the number of references, proportion of papers, and age of the references are close to PhD dissertations and Master theses, setting a rather high standard for undergraduate theses.

Prevalencia de Dolor Lumbar y su Relación con Factores de Riesgo Biomecánico en Persona de Enfermería

Objetivo Determinar la prevalencia de dolor lumbar y su relación con los factores de riesgo biomecánico en el personal de enfermería de una entidad de salud de cuarto nivel en la ciudad de Bogotá, entre el año 2014 y 2015. Esta investigación se realizó teniendo en cuenta que el dolor lumbar tiene un alto impacto en la calidad de vida del personal de enfermería. Materiales y métodos: Es un estudio de corte transversal con exploración analítica. La población objeto de estudio está conformada por 866 trabajadores de enfermería de la cual se tomó una muestra de 265 individuos a los cuales se les aplicó un cuestionario online que indagó acerca de las características individuales, laborales de riesgo biomecánico. En la elaboración del instrumento se seleccionaron ítems de Ergopar y Nórdico. La muestra fue aleatoria, estratificada con distribución proporcional por servicio de atención y jornada laboral. Resultados La prevalencia de dolor lumbar en la población estudiada fue del 61.1% (n=162) con un intervalo de confianza del 95% (55.1-67.2). Los factores de riesgo biomecánico asociados al problema de estudio fueron: posturas que implican girar y/o inclinar la espalda o el tronco (p 0.05), y tiempo de movilización de pacientes (p 0.01). Los factores a nivel laboral que se relacionan con el dolor lumbar son: el tipo de contrato (p 0.002), las exigencias físicas del trabajo (p 0.001) y la imposibilidad para realizar el trabajo por causa del dolor lumbar (p 0.000). La prevalencia por servicios y la jornada laboral no presentaron asociación significativa. Conclusiones La prevalencia de dolor lumbar en personal de enfermería es alta y coincide con los estudios realizados a nivel nacional e internacional. La exposición a los factores de riesgo biomecánico que se relacionan con la presencia de dolor lumbar en el personal de enfermería, afectan su calidad de vida. Además, no existen diferencias significativas de acuerdo con las funciones de los cargos desempeñados.

Use of informal mobile telephony in low income households in Colombia

El acceso a la telefonía móvil en Colombia evidencia ciertas particularidades con respecto a otros países. En Colombia surgió una nueva alternativa de comunicación que consistía en la venta de minutos de celular en las calles y en pequeños negocios durante los primeros años de ésta década. En este documento se analizan las principales características de quienes usan esta modalidad de comunicación con base en una encuesta dirigida a usuarios y no usuarios de bajos ingresos. Se usa un modelo probabilístico para explicar las características de las personas que lo usan y se encuentra que las personas que están en la modalidad de contrato prepago y que viven en ciudades pequeñas tienen una mayor probabilidad de usar esta alternativa de comunicación. De otro lado se encuentra que quienes están con el operador dominante tienden a usar este servicio también de una forma más notoria. Estos resultados parecen indicar que los diferenciales de precios entre las llamadas off-net y on-net así como entre prepago y postpago son los que alimentaron el surgimiento de esta actividad

Financial protection for the poor in Colombia: the effects of a subsidized health insurance scheme

Financial protection is one of the objectives of health systems, which protects poor households from falling into poverty as a result of health care related expenses. Expanding prepayment schemes to the poor is difficult in developing countries because labor is largely informal. Providing health care free-at-point-of-service does not adequately target spending on the poorest, but occupation- or community-based schemes have also inherent limitations to achieve universal coverage. Colombia adopted a government-subsidized health insurance scheme (SHI) strategy. The political debate about increasing SHI enrollment needs evidence about the effectiveness of this scheme regarding financial protection. This study runs a four-part model to estimate the effect of SHI on out-of-pocket expenses by the poor that are currently uninsured, if they were enrolled in the SHI. The results show a 43% and 50% reduction in expenses at Bogotá and national level respectively, which confirms the effectiveness of SHI as a financial protection tool.