A REVIEW OF THE SMALL BUSINESS DEVELOPMENT CENTERS PROGRAM

Members of the General Assembly requested that we conduct an audit of the Small Business Development Centers program. We planned to review the accuracy of the program’s reporting of its effectiveness, expenditures, and structure. The audit objectives were listed as follows: Determine if the SBDC program’s reporting, including the program’s effectiveness, is in compliance with the U.S. Small Business Administration’s guidelines and is accurate and complete ; Determine if the current structure of the SBDC is the most beneficial to the small business clients, provides appropriate oversight to SBDC staff, and allows for necessary sharing of best practices throughout all SBDC offices ; Review a sample of SBDC’s use of funding to ensure that the program is efficiently handling federal, state, and other funds for expenditures, including technology upgrades and training conferences.

Propuesta organizacional aplicando la Filosofía Fish! para el mejoramiento del servicio al cliente de la empresa Telemovil de El Salvador S.A., área de Call Center.

La elaboración del presente trabajo de investigación pretende contribuir con la visión de la Universidad de El Salvador, de proyectar su calidad académica a través de los profesionales que son formados en la institución, mediante la propuesta de soluciones a necesidades de la sociedad, en este caso particularmente, para una empresa del sector servicios de gran trascendencia en el mercado salvadoreño. La investigación se origina de la necesidad de la empresa por mejorar el servicio que brindan a los clientes a través de su recurso humano desde el área de Call Center, con el objetivo de servir de manera más efectiva a sus clientes, y crear una atmósfera agradable de trabajo para los empleados que desarrollan tal actividad. El área de Call Center es una dependencia de la Sección de Operaciones con el Cliente, que tiene la función de atender a los clientes de la empresa que se comuniquen vía telefónica para hacer cualquier tipo de consulta o requerir otros servicios. Los objetivos principales que se cumplieron con la investigación fueron la determinación de la situación actual de algunas herramientas de la organización, como el organigrama, y los manuales de organización y procedimientos, también, de algunos elementos de la dirección, como lo son el liderazgo, comunicación, motivación, trabajo en equipo y clima organizacional; asimismo, conocer la apreciación de los clientes con respecto al servicio que reciben, y así crear una propuesta de mejora que contribuya a aumentar la calidad en el servicio al cliente. El documento está constituido por tres capítulos, donde el primero, desarrolla el marco teórico que agrupa los principales conceptos relacionados con el entorno de la empresa y específicamente el área de investigación, la fase de organización y aspectos de gran relevancia relacionados con la fase de dirección. Dentro del entorno de la empresa se abordan aspectos como historia y aspectos generales de la empresa, así como el marco legal que regula el funcionamiento de la misma, por otro lado, respecto a lo organizacional son tratados conceptos relacionados con las herramientas básicas de la organización como organigramas y manuales, asimismo, en cuanto a la dirección, se hace mención de factores determinantes como el liderazgo, comunicación, motivación, trabajo en equipo y clima organizacional y, finalmente, se desarrolla una temática relacionada con el servicio al cliente en la actualidad y la calidad. El segundo capítulo contempla la investigación de campo, donde se utilizó como metodología principal, la investigación bibliográfica, el muestreo estadístico que se llevó a cabo mediante cuestionarios donde se recopilaron datos e información relacionada con los factores determinados en el estudio, la cual a través de distintas herramientas es posible determinar la situación real que presentaba el objeto de estudio durante el tiempo del diagnóstico. La investigación permitió conocer la apreciación de los clientes acerca del servicio, la cual no es satisfactoria, y está relacionada con las deficiencias en las herramientas de la organización y falta de desarrollo de los elementos de la dirección estudiados, que están incidiendo directamente en la calidad en el servicio que ofrecen a los usuarios, y que debe ser mejorada. Finalmente, en el tercer capítulo, se describe la propuesta de nuevas herramientas de la organización, que serán de utilidad tanto para la dirección del área como para los ejecutivos, y además, un programa de capacitación en los que se incluye la filosofía FISH! para que sea implementada en la unidad de Call Center, y lograr así crear un ambiente de trabajo ideal, en el que los empleados disfruten su trabajo y se sientan satisfechos con su esfuerzo, y así, elevar la calidad en el servicio en un corto plazo, y consolidar la excelencia en el servicio al cliente en el mediano plazo.

Dyslipidemia and blood lipid levels in patients tratied in primary care centers in east SAN JOSE

Dyslipidemia, i.e. high levels of blood lipids (cholesterol and triglycerides), is strongly related to cardiovascular disease (CVD). In order to reduce the risk of CVD at any moment in a person ́s life, it is crucial to know his/her –and the population’s– lipid profile. The aim of this study was to assess the (statistical) indicators of blood lipids and the prevalence of dyslipidemia in patients treated in the Integral Health Attention Program from Universidad de Costa Rica. A descriptive study was conducted including 10,044 patients aged 20 to 65 years, who were tested for a blood lipid profile in 2006. A total of 2,969 (29.6%) male and 7,075 (70.4%) female patients took part in the study, with an average age of 43.5 years. General averages for blood lipids were: 203.3 mg/dl for total cholesterol, 50.1 mg/dl for HDL, 120.1 mg/dl for LDL, and 165.6 mg/dl for triglycerides. Prevalence of 17.2% was determined for hypercholesterolemia (≥240 mg/dl), as well as 21.3% for low HDL levels (<40 mg/dl), 11.9% for high LDL levels (≥160 mg/dl), and 26.3% for high triglyceride levels (≥200 mg/dl). Women showed higher overall levels of dyslipidemia than men. Based on health areas, no significant differences were found in general lipid levels by age or sex. Results indicate that the general prevalence of dyslipidemia is close to half the rate reported in worldwide literature and lower than results reported in Costa Rican studies. However, general averages exceeded optimal levels for each blood lipid; consequently, it is important to develop health interventions oriented to reduce the impact of dyslipidemia in the studied population.

Prospects and Opportunities. New Technology Trends yield new opportunities for Libraries and Information Centers

A number of important trends currently impact libraries. Academic libraries face the fundamental shift of collections toward ever increasing proportions of electronic content; public libraries continue to see vigorous interest in print materials, now supplemented by demand to provide e-books for lending. Breeding will explore these and other trends and describe some of the technologies available and emerging to help libraries meet the challenges involved in this context.

"I’ll call you when we are ready" (One family’s experience of critical care and end of life decision making)

The purpose of this paper is to explore through narrative accounts one family's expérience of critical care, after the admission of a family member to an Intensive Care Unit (ICU) and their subséquent death five weeks later. Numerous studies support the need for effective communication and clear information to be given to the family. In this instance it was évident from their stories that there were numerous barriers to communication, including language and a lack of insight into the needs of the family. Many families do not understand the complexities of nursing care in an ICU so lack of communication by nursing staff was identified as uncaring behavior and encounters. Facilitating a family's proximity to a dying patient and encouraging them to participate in care helps to maintain some sensé of personal control. Despite a commitment to involving family members in care, which was enshrined in the Unit Philosophy, relatives were banished to the waiting room for hours. They experienced feelings of powerlessness and helplessness as they waited with other relatives for news following investigations or until 'the doctor had completed his rounds'. Explanations of "we must make 'the patient' comfortable" was no consolation for those who wished to be involved in care. The words "I'il call you when we are ready" became a mantra to the forgotten families who waited patiently for those with power to admit them to the ICU. Implications are this family felt they were left alone to cope with the traumatic expériences leading up to and surrounding the death. They felt mainly supported by the priest, who not only administered the last rites but provided spiritual support to the family and dealt sensitively with many issues. Paternalism in décision making when there is a moral obligation to ensure that discussions on end of life dilemmas are an inclusive process with families, doctors, nurses was not understood, therefore it caused conflict within the family over EOL décision making. The family felt that the opportunity to share expériences through telling and retelling their stories would enable them to reconfigure the past and create purpose in the future.

Retail centers for community : addressing both pedestrian and car traffic

The purpose of this thesis was to redesign a commercial center in Miami, Florida in a manner that incorporates the needs of pedestrians as well as the automobile. In my research, I studied projects that had been successful at integrating cars in retail design. I applied the strategies learned from this research to the design of a center that creates a positive interaction of pedestrian and car traffic, addressing the needs of the surrounding community. I designed a master plan that includes a mix of residential, retail, commercial and parking space. The parking is designed so that the retail center is not dominated by surface parking. Rather, the automobile is introduced into the different layers of the proposed buildings. The design focused on connecting pedestrian plazas and parking areas beneath them through the introduction of light and greenery. The findings show how a shopping center might transform the area around it by including spaces for residential, civic, cultural and social functions, as well as for the automotive infrastructure that make those functions possible.

Improving Resource Management in Virtualized Data Centers using Application Performance Models

The rapid growth of virtualized data centers and cloud hosting services is making the management of physical resources such as CPU, memory, and I/O bandwidth in data center servers increasingly important. Server management now involves dealing with multiple dissimilar applications with varying Service-Level-Agreements (SLAs) and multiple resource dimensions. The multiplicity and diversity of resources and applications are rendering administrative tasks more complex and challenging. This thesis aimed to develop a framework and techniques that would help substantially reduce data center management complexity. We specifically addressed two crucial data center operations. First, we precisely estimated capacity requirements of client virtual machines (VMs) while renting server space in cloud environment. Second, we proposed a systematic process to efficiently allocate physical resources to hosted VMs in a data center. To realize these dual objectives, accurately capturing the effects of resource allocations on application performance is vital. The benefits of accurate application performance modeling are multifold. Cloud users can size their VMs appropriately and pay only for the resources that they need; service providers can also offer a new charging model based on the VMs performance instead of their configured sizes. As a result, clients will pay exactly for the performance they are actually experiencing; on the other hand, administrators will be able to maximize their total revenue by utilizing application performance models and SLAs. This thesis made the following contributions. First, we identified resource control parameters crucial for distributing physical resources and characterizing contention for virtualized applications in a shared hosting environment. Second, we explored several modeling techniques and confirmed the suitability of two machine learning tools, Artificial Neural Network and Support Vector Machine, to accurately model the performance of virtualized applications. Moreover, we suggested and evaluated modeling optimizations necessary to improve prediction accuracy when using these modeling tools. Third, we presented an approach to optimal VM sizing by employing the performance models we created. Finally, we proposed a revenue-driven resource allocation algorithm which maximizes the SLA-generated revenue for a data center.

The Eliana Rivero Research Scholarship in Cuban Studies- Call for Applications from Graduate Students

This flyer promotes a call for applications from Graduate Students for the Eliana Rivero Research Scholarship in Cuban Studies. The scholarship provides one graduate student the opportunity to conduct research in Cuban studies- with special emphasis in the humanities- at the Cuban Research Institute. The deadline for applications is February 15, 2016.

Call recognition and individual identification of fish vocalizations based on automatic speech recognition: An example with the Lusitanian toadfish

The study of acoustic communication in animals often requires not only the recognition of species specific acoustic signals but also the identification of individual subjects, all in a complex acoustic background. Moreover, when very long recordings are to be analyzed, automatic recognition and identification processes are invaluable tools to extract the relevant biological information. A pattern recognition methodology based on hidden Markov models is presented inspired by successful results obtained in the most widely known and complex acoustical communication signal: human speech. This methodology was applied here for the first time to the detection and recognition of fish acoustic signals, specifically in a stream of round-the-clock recordings of Lusitanian toadfish (Halobatrachus didactylus) in their natural estuarine habitat. The results show that this methodology is able not only to detect the mating sounds (boatwhistles) but also to identify individual male toadfish, reaching an identification rate of ca. 95%. Moreover this method also proved to be a powerful tool to assess signal durations in large data sets. However, the system failed in recognizing other sound types.

Call & response -- Fall 2012

Call & Response is the newsletter of the South Carolina African American Heritage Commission, whose mission is to identify and promote the preservation of historic sites, structures, buildings, and culture of the African American experience in South Carolina. This is volume X number 2 and includes a message from the chair, list of board members, spotlight on Vitoria A. Smalls and the agenda for the annual conference and awards ceremony.

Call & response -- Spring 2012

Call & Response is the newsletter of the South Carolina African American Heritage Commission, whose mission is to identify and promote the preservation of historic sites, structures, buildings, and culture of the African American experience in South Carolina. This is volume X number 2 and includes a message from the chair, list of board members, spotlight on Vitoria A. Smalls and the agenda for the annual conference and awards ceremony.

Call & response -- Winter 2012

Call & Response is the newsletter of the South Carolina African American Heritage Commission, whose mission is to identify and promote the preservation of historic sites, structures, buildings, and culture of the African American experience in South Carolina. This is volume X number 2 and includes a message from the chair, list of board members, spotlight on Vitoria A. Smalls and the agenda for the annual conference and awards ceremony.

Call & response -- Fall 2013

Call & Response is the newsletter of the South Carolina African American Heritage Commission, whose mission is to identify and promote the preservation of historic sites, structures, buildings, and culture of the African American experience in South Carolina. This is volume X number 2 and includes a message from the chair, list of board members, spotlight on Vitoria A. Smalls and the agenda for the annual conference and awards ceremony.

Call & response -- Spring/Summer 2013

Call & Response is the newsletter of the South Carolina African American Heritage Commission, whose mission is to identify and promote the preservation of historic sites, structures, buildings, and culture of the African American experience in South Carolina. This is volume X number 2 and includes a message from the chair, list of board members, spotlight on Vitoria A. Smalls and the agenda for the annual conference and awards ceremony.

Call & response -- Spring/Summer 2014

Call & Response is the newsletter of the South Carolina African American Heritage Commission, whose mission is to identify and promote the preservation of historic sites, structures, buildings, and culture of the African American experience in South Carolina. This is volume X number 2 and includes a message from the chair, list of board members, spotlight on Vitoria A. Smalls and the agenda for the annual conference and awards ceremony.