Professional Services

This is a study on “Professional Services: Civil Liability for Deficiency”. This study is made with special reference to medical profession. The importance of qualitative professional services does not require any emphasis. It is a matter of great concern for the people as they are consumers.This study is divided into 12 chapters. The introductory chapter deals with characteristics of profession, basis of professional liability and international efforts to check abuse of position by professional men. Consumers as laymen can not perceive the intricacies of professional services. As a result professional men could misuse their superior position to expose consumers to hardship through deficient services. This is obvious from the fact that deficiency in professional services has assumed a menacing proportion. It is indicative of failure of internal control through self-regulation to check the abuse of position by the professional men. The professional bodies entrusted with the task of enforcing disciplinary measures show a very callous and indifferent attitude towards the repressive conduct of their members. These bodies are more concerned to protect the interest of their members. They are not free from institutional bias. They have put the interest of consumers into oblivion. In effect remedies through professional bodies has become a myth. All these factors make the external control of professional services mandatory to protect the consumers from the clutches of unscrupulous professional men, who abuse their superior position. The professional men who abuse their position are exposed to liability. Their liability arises under contract, tort and statutory law. The present study substantially concentrates on professional liability of medical men. The obvious reason is that of all professional services medical services are the frequently availed services by the consumers. Medical negligence cases account for bulk of the professional negligence cases. ln India also large number of cases are coming before consumer forae. The legal principles evolved in this sphere of professional service confers an insight into legal control of other professional services as well. The same principles are applied to other professions also, as by and large all the professions share common characteristics. Such principles are modified wherever necessary to make room for differential aspects of particular profession

Service quality and reliability assessment of mobile communication infrastructure

The service quality of any sector has two major aspects namely technical and functional. Technical quality can be attained by maintaining technical specification as decided by the organization. Functional quality refers to the manner which service is delivered to customer which can be assessed by the customer feed backs. A field survey was conducted based on the management tool SERVQUAL, by designing 28 constructs under 7 dimensions of service quality. Stratified sampling techniques were used to get 336 valid responses and the gap scores of expectations and perceptions are analyzed using statistical techniques to identify the weakest dimension. To assess the technical aspects of availability six months live outage data of base transceiver were collected. The statistical and exploratory techniques were used to model the network performance. The failure patterns have been modeled in competing risk models and probability distribution of service outage and restorations were parameterized. Since the availability of network is a function of the reliability and maintainability of the network elements, any service provider who wishes to keep up their service level agreements on availability should be aware of the variability of these elements and its effects on interactions. The availability variations were studied by designing a discrete time event simulation model with probabilistic input parameters. The probabilistic distribution parameters arrived from live data analysis was used to design experiments to define the availability domain of the network under consideration. The availability domain can be used as a reference for planning and implementing maintenance activities. A new metric is proposed which incorporates a consistency index along with key service parameters that can be used to compare the performance of different service providers. The developed tool can be used for reliability analysis of mobile communication systems and assumes greater significance in the wake of mobile portability facility. It is also possible to have a relative measure of the effectiveness of different service providers.

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

Behaviour of laterised normal and self compacting concrete subjected to elevated temperatures

Concrete is a universal material in the construction industry. With natural resources like sand and aggregate, fast depleting, it is time to look for alternate materials to substitute these in the process of making concrete. There are instances like exposure to solar radiation, fire, furnaces, and nuclear reactor vessels, special applications like missile launching pads etc., where concrete is exposed to temperature variations In this research work, an attempt has been made to understand the behaviour of concrete when weathered laterite aggregate is used in both conventional and self compacting normal strength concrete. The study has been extended to understand the thermal behaviour of both types of laterised concretes and to check suitability as a fire protection material. A systematic study of laterised concrete considering parameters like source of laterite aggregate, grades of Ordinary Portland Cement (OPC) and types of supplementary cementitious materials (fly ash and GGBFS) has been carried out to arrive at a feasible combination of various ingredients in laterised concrete. A mix design methodology has been proposed for making normal strength laterised self compacting concrete based on trial mixes and the same has also been validated. The physical and mechanical properties of laterised concretes have been studied with respect to different variables like exposure temperature (200°C, 400°C and 600°C) and cooling environment (air cooled and water cooled). The behaviour of ferrocement elements with laterised self compacting concrete has also been studied by varying the cover to mesh reinforcement (10mm to 50mm at an interval of 10mm), exposure temperature and cooling environment.

Photoacoustic effect: Some applications in laser technology

The discovery of the Photoacoustic (PA) effect was a remarkable achievement and was relegated to the scientific footnotes of the nineteenth century. However, after the advent of lasers and sophisticated electronics this effect was rediscovered and it has established itself as an important research and analytical tool in numerous areas, including physics, chemistry, biology and medicine. Quite recently, this phenomenon has made its impact in the field of laser technology for applications such as the developments of highly efficient active media for lasers, high quality optics and sensitive laser power monitoring devices. This thesis presents the work carried out by the author in this field during the past few years at the Department of Physics in Cochin University of Science and Technology. The studies discussed here are mostly based on the development of a sensitive PA laser power meter and its various applications using different laser systems available in the laboratory. This includes the development of a current regulated CW C0 laser and its application in material processing. The thesis contains seven chapters which by and large are self contained with separate abstracts and references. The first chapter which is divided into two parts presents an introduction to the PA effect and its present status. Part A reviews the basic theory of laser and gives a sum mary of various lasers and their applications. Part B presents a brief description of PA effect and its suitability as a spectroscopic tool followed by its applications to various branches of science and technology.

Studies on rubber compositions as passive acoustic materials in underwater electro acoustic transducer technology-and their aging characteristics

Rubber has become an indispensable material in Ocean technology. Rubber components play critical roles such as sealing, damping, environmental protection, electrical insulation etc. in most under water engineering applications. Technology driven innovations in electro acoustic transducers and other sophisticated end uses have enabled quantum jump in the quality and reliability of rubber components. Under water electro acoustic transducers use rubbers as a critical material in their construction. Work in this field has lead to highly reliable and high performance materials which has enhanced service life of transducers to the extent of 1015 years. Present work concentrates on these materials. Conventional rubbers are inadequate to meet many of the stringent functional of the requirements. There exists large gap of information in the rubber technology of under water rubbers, particularly in the context of under water electro acoustic transducers. Present study is towards filling up the gaps of information in this crucial area. The research work has been in the area of compounding and characterisation of rubbers for use in under water electro acoustic transducers. The study also covers specific material system such as encapsulation material, baffle material, seal material, etc. Life prediction techniques of under water rubbers in general has been established with reference to more than one functional property. This thesis is divided into 6 chapters.

Probability Theory. Stochastic Processes And Their Applications Probabilistic Analysis Of Some Queueing And Inventory Models

In this thesis we attempt to make a probabilistic analysis of some physically realizable, though complex, storage and queueing models. It is essentially a mathematical study of the stochastic processes underlying these models. Our aim is to have an improved understanding of the behaviour of such models, that may widen their applicability. Different inventory systems with randon1 lead times, vacation to the server, bulk demands, varying ordering levels, etc. are considered. Also we study some finite and infinite capacity queueing systems with bulk service and vacation to the server and obtain the transient solution in certain cases. Each chapter in the thesis is provided with self introduction and some important references

Investigations on Stochastic Storage Systems with Positive Service Time

In this thesis the queueing-inventory models considered are analyzed as continuous time Markov chains in which we use the tools such as matrix analytic methods. We obtain the steady-state distributions of various queueing-inventory models in product form under the assumption that no customer joins the system when the inventory level is zero. This is despite the strong correlation between the number of customers joining the system and the inventory level during lead time. The resulting quasi-birth-anddeath (QBD) processes are solved explicitly by matrix geometric methods

Coastal regulation zone rules in coastal panchayats (villages) of Kerala, India vis-a` -vis socio-economic impacts from the recently introduced peoples’ participatory program for local self-governance and sustainable development

Coastal Regulation Zone (CRZ) notification was issued by the Ministry of Environment and Forest of Government of India in February 1991 as a part of the Environmental Protection Act of 1986 to protect the coast from eroding and to preserve its natural resources. The initial notification did not distinguish the variability and diversity of various coastal states before enforcing it on the various states and Union Territories. Impact assessments were not carried out to assess its impact on socio-economic life of the coastal population. For the very same reason, it was unnoticed or rather ignored till 1994 when the Supreme Court of India made a land mark judgment on the fate of the coastal aquaculture which by then had established as an economically successful industry in many South Indian States. Coastal aquaculture in its modern form was a prohibited activity within CRZ. Lately, only various stakeholders of the coast realized the real impact of the CRZ rules on their property rights andbusiness. To overcome the initial drawbacks several amendments were made in the regulation to suit regional needs. In 1995, another great transformation took place in the State of Kerala as a part of the reorganization of the local self government institutions into a decentralized three tier system called ‘‘Panchayathi Raj System’’. In 1997, the state government also decided to transfer the power with the required budget outlay to the grass root level panchayats (villages) and municipalities to plan and implement the various projects in their localities with the full participation of the local people by constituting Grama Sabhas (Peoples’ Forum). It is called the ‘‘Peoples’ Planning Campaign’’(Peoples’ Participatory Programme—PPP for Local Level Self-Governance). The management of all the resources including the local natural resources was largely decentralized to the level of local communities and villages. Integrated, sustainable coastal zone management has become the concern of the local population. The paper assesses the socio-economic impact of the centrally enforced CRZ and the state sponsored PPP on the coastal community in Kerala and suggests measures to improve the system and living standards of the coastal people within the framework of CRZ.

Studies on Inventory with Positive Service Time Under Local Purchase Driven by N/T- Policy

In this thesis, certain continuous time inventory problems with positive service time under local purchase guided by N/T-policy are analysed. In most of the cases analysed, we arrive at stochastic decomposition of system states, that is, the joint distribution of the system states is obtained as the product of marginal distributions of the components. The thesis is divided into ve chapters

Impact of Product Quality, Service Quality and Contextual Experience on Customer Perceived Value and Future Buying Intentions

Recognizing that high satisfaction leads to high customer loyalty, companies today are aiming for total customer satisfaction. This article explains relative impact of product quality, service quality and contextual experience on customer perceived value and intention to shop in the future. The data has been collected using a questionnaire from 205 customers of a national retailer chain. The relative importance of product quality, service quality and contextual experience on customer perceived value and thus on customer preference and future intentions was measured using multiple regression. Also, the contribution of perceived value to preference and thus on future buying intention was also measured. Structural Equation Model (SEM) using Amos 4 was used to find the overall fitness of the model. It was found that product quality, service quality and contextual experience have a major influence on customer perceived value

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.

Design and study of self-assembled functional organic and hybrid systems for biological applications

The focus of self-assembly as a strategy for the synthesis has been confined largely to molecules, because of the importance of manipulating the structure of matter at the molecular scale. We have investigated the influence of temperature and pH, in addition to the concentration of the capping agent used for the formation of the nano-bio conjugates. For example, the formation of the narrower size distribution of the nanoparticles was observed with the increase in the concentration of the protein, which supports the fact that γ-globulin acts both as a controller of nucleation as well as stabiliser. As analyzed through various photophysical, biophysical and microscopic techniques such as TEM, AFM, C-AFM, SEM, DLS, OPM, CD and FTIR, we observed that the initial photoactivation of γ-globulin at pH 12 for 3 h resulted in small protein fibres of ca. Further irradiation for 24 h, led to the formation of selfassembled long fibres of the protein of ca. 5-6 nm and observation of surface plasmon resonance band at around 520 nm with the concomitant quenching of luminescence intensity at 680 nm. The observation of light triggered self-assembly of the protein and its effect on controlling the fate of the anchored nanoparticles can be compared with the naturally occurring process such as photomorphogenesis.Furthermore,our approach offers a way to understand the role played by the self-assembly of the protein in ordering and knock out of the metal nanoparticles and also in the design of nano-biohybrid materials for medicinal and optoelectronic applications. Investigation of the potential applications of NIR absorbing and water soluble squaraine dyes 1-3 for protein labeling and anti-amyloid agents forms the subject matter of the third chapter of the thesis. The study of their interactions with various proteins revealed that 1-3 showed unique interactions towards serum albumins as well as lysozyme. 69%, 71% and 49% in the absorption spectra as well as significant quenching in the fluorescence intensity of the dyes 1-3, respectively. Half-reciprocal analysis of the absorption data and isothermal titration calorimetric (ITC) analysis of the titration experiments gave a 1:1 stoichiometry for the complexes formed between the lysozyme and squaraine dyes with association constants (Kass) in the range 104-105 M-1. We have determined the changes in the free energy (ΔG) for the complex formation and the values are found to be -30.78, -32.31 and -28.58 kJmol-1, respectively for the dyes 1, 2 and 3. Furthermore, we have observed a strong induced CD (ICD) signal corresponding to the squaraine chromophore in the case of the halogenated squaraine dyes 2 and 3 at 636 and 637 nm confirming the complex formation in these cases. To understand the nature of interaction of the squaraine dyes 1-3 with lysozyme, we have investigated the interaction of dyes 1-3 with different amino acids. These results indicated that the dyes 1-3 showed significant interactions with cysteine and glutamic acid which are present in the side chains of lysozyme. In addition the temperature dependent studies have revealed that the interaction of the dye and the lysozyme are irreversible. Furthermore, we have investigated the interactions of these NIR dyes 1-3 with β- amyloid fibres derived from lysozyme to evaluate their potential as inhibitors of this biologically important protein aggregation. These β-amyloid fibrils were insoluble protein aggregates that have been associated with a range of neurodegenerative diseases, including Huntington, Alzheimer’s, Parkinson’s, and Creutzfeldt-Jakob diseases. We have synthesized amyloid fibres from lysozyme through its incubation in acidic solution below pH 4 and by allowing to form amyloid fibres at elevated temperature. To quantify the binding affinities of the squaraine dyes 1-3 with β-amyloids, we have carried out the isothermal titration calorimetric (ITC) measurements. The association constants were determined and are found to be 1.2 × 105, 3.6× 105 and 3.2 × 105 M-1 for the dyes, 1-3, respectively. To gain more insights into the amyloid inhibiting nature of the squaraine dyes under investigations, we have carried out thioflavin assay, CD, isothermal titration calorimetry and microscopic analysis. The addition of the dyes 1-3 (5μM) led to the complete quenching in the apparent thioflavin fluorescence, thereby indicating the destabilization of β-amyloid fibres in the presence of the squaraine dyes. Further, the inhibition of the amyloid fibres by the squaraine dyes 1-3, has been evidenced though the DLS, TEM AFM and SAED, wherein we observed the complete destabilization of the amyloid fibre and transformation of the fibre into spherical particles of ca. These results demonstrate the fact that the squaraine dyes 1-3 can act as protein labeling agents as well as the inhibitors of the protein amyloidogenesis. The last chapter of the thesis describes the synthesis and investigation of selfassembly as well as bio-imaging aspects of a few novel tetraphenylethene conjugates 4-6.Expectedly, these conjugates showed significant solvatochromism and exhibited a hypsochromic shift (negative solvatochromism) as the solvent polarity increased, and these observations were justified though theoretical studies employing the B3LYP/6-31g method. We have investigated the self-assembly properties of these D-A conjugates though variation in the percentage of water in acetonitrile solution due to the formation of nanoaggregates. Further the contour map of the observed fluorescence intensity as a function of the fluorescence excitation and emission wavelength confirmed the formation of J-type aggregates in these cases. To have a better understanding of the type of self-assemblies formed from the TPE conjugates 4-6, we have carried out the morphological analysis through various microscopic techniques such as DLS, SEM and TEM. 70%, we observed rod shape architectures having ~ 780 nm in diameter and ~ 12 μM in length as evidenced through TEM and SEM analysis. We have made similar observations with the dodecyl conjugate 5 at ca. 70% and 50% water/acetonitrile mixtures, the aggregates formed from 4 and 5 were found to be highly crystalline and such structures were transformed to amorphous nature as the water fraction was increased to 99%. To evaluate the potential of the conjugate as bio-imaging agents, we have carried out their in vitro cytotoxicity and cellular uptake studies though MTT assay, flow cytometric and confocal laser scanning microscopic techniques. Thus nanoparticle of these conjugates which exhibited efficient emission, large stoke shift, good stability, biocompatibility and excellent cellular imaging properties can have potential applications for tracking cells as well as in cell-based therapies. In summary we have synthesized novel functional organic chromophores and have studied systematic investigation of self-assembly of these synthetic and biological building blocks under a variety of conditions. The investigation of interaction of water soluble NIR squaraine dyes with lysozyme indicates that these dyes can act as the protein labeling agents and the efficiency of inhibition of β-amyloid indicate, thereby their potential as anti-amyloid agents.

Influence of Frequent Flyer Programme and Airline Service Quality on Re-buy Intentions of Airline Frequent Passengers

The growth potential of service sector, especially the aviation sector in the Indian economy is splendid. Therefore, it is crucial for the airline service providers to realize their customers, design offers and deliver the desired value to their customers. This study reveals the effect of airline passenger satisfactions particularly on re-buy intentions derived from the attributes-level performance dimensions of both service aspects and loyalty programme of an airline. The mediation effect of satisfaction and other selected antecedents on the re-buy intention of a passenger is hypothesized in this study. Critical areas affecting buying intentions such as core service quality and loyalty attribute-level performances, effect of frequent flyer programme and service quality satisfaction, passenger trust on airline, brand image and moderating effects of perceived value, frequent programme status and travel frequency of airline passengers are linked in a structural model to assess the strength of each facet in affecting re-buy intentions. Implications to the airlines were made based on the finding that re-buy intentions cannot be attributed solely to the impacts of frequent flyer programme, rather affected through the mediation effect of airline service quality satisfaction, which is very much valid for the higher FFP status category of frequent travelers. The effects of moderation caused by perceived value, FFP status and flying experience were also found to be significant in making re-buy intentions.

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.