A survey on service quality description

Quality of service (QoS) can be a critical element for achieving the business goals of a service provider, for the acceptance of a service by the user, or for guaranteeing service characteristics in a composition of services, where a service is defined as either a software or a software-support (i.e., infrastructural) service which is available on any type of network or electronic channel. The goal of this article is to compare the approaches to QoS description in the literature, where several models and metamodels are included. consider a large spectrum of models and metamodels to describe service quality, ranging from ontological approaches to define quality measures, metrics, and dimensions, to metamodels enabling the specification of quality-based service requirements and capabilities as well as of SLAs (Service-Level Agreements) and SLA templates for service provisioning. Our survey is performed by inspecting the characteristics of the available approaches to reveal which are the consolidated ones and which are the ones specific to given aspects and to analyze where the need for further research and investigation lies. The approaches here illustrated have been selected based on a systematic review of conference proceedings and journals spanning various research areas in computer science and engineering, including: distributed, information, and telecommunication systems, networks and security, and service-oriented and grid computing.

Dirección estratégica de la asignatura Dirección Estratégica de las Tecnologías de la Información

¿Se pueden utilizar las habilidades, las técnicas y los principios de la dirección estratégica en el diseño y ejecución de la programación docente de una asignatura? Esta es la pregunta que nos planteamos al diseñar la asignatura Dirección Estratégica de las Tecnologías de la Información perteneciente al Máster Universitario en Ingeniería Informática de la Universidad de Alicante. Estas técnicas las aplicaremos a aspectos clave de la innovación educativa: contrato pedagógico, objetivos, evaluación, trabajo en equipo y comunicación oral. Algunas de las propuestas innovadoras, que tienen el doble objetivo de ser un instrumento de la asignatura pero al mismo tiempo recoger aspectos de dirección y de mejora continua, son el SLA (“Service Level Agreement”) de aprendizaje, las actas de aprendizaje, el análisis de tendencias en las TI y el espacio para la creatividad. Tras dos cursos académicos de ajuste de la propuesta docente, en el curso 2014-2015 hemos analizado el nivel de satisfacción de los estudiantes con la misma y la autoevaluación crítica de los profesores que la han impartido. Los resultados han sido muy satisfactorios, con comentarios del estilo “ha sido una experiencia de aprendizaje efectivo”. Los estudiantes agradecen que los profesores prediquemos con el ejemplo. Nos hace más humanos y más creíbles.

Service Science

Service Science is an emerging interdisciplinary field to systematically improve the design and innovation of service. Although many of the concepts used in service science have been around for some decades, this term is usually associated with an initiative called Service Science, Management, and Engineering (SSME), led by IBM in the first half of the 2000s to advance service research and education (in this entry, Service Science and SSME are considered synonymous, but the shorter term will be used here). Service Science is receiving growing attention due to the rising importance of service industries in world economies. The relevance of this topic is also justified because it helps organizations improve service performance, including service quality. This entry describes the key drivers, analyzes the evolution, examines the theoretical underpinnings, and defines Service Science. It concludes with a brief discussion of the challenges facing Service Science.

Analisi e riprogettazione dei processi aziendali in un’azienda di Global Service. Il caso A.C.R. S.p.A.

La tesi tratta dell'analisi e della riprogettazione dei processi in un'azienda di global service. Vengono pertanto illustrati le principali metodologie e teorie riguardanti il process management e gli strumenti di supporto più utilizzati per la modellazione dei processi. Viene inoltre presentato il caso riguardante l'azienda ACR SpA, in cui si è eseguita la riprogettazione dei processi critici al fine di migliorare sensibilmente i principali parametri di performance del sistema. Tale riprogettazione è stata finalizzata all'introduzione di un sistema di document management all'interno delle principali funzioni aziendali, grazie a cui si è potuto razionalizzare e automatizzare i processi ritenuti critici ottenendo una sensibile riduzione dei relativi lead time e costi di processo, quantificata attraverso KPI definiti ad hoc. In conclusione la tesi ha permesso di illustrare con un caso pratico l'applicazione degli strumenti di business process reengineering, evidenziandone i pregi e ribadendo l'importanza della continua ricerca di efficienza all'interno dei processi di business aziendali.

Fire management notes /

Mode of access: Internet.

The Presidential Management Intern Program.

Mode of access: Internet.

The Pittsburgh neighborhood transportation service : a summary.

"Prepared by the U.S. Department of Transportation, Urban Mass Transportation Administration, Office of Service and Management Demonstrations"--P. [10].

Transferring technology to improve forest land management.

"August 1989."

A report to the President on progress in labor-management partnerships /

"This report is available in electronic format through the U.S. Office of Personnel Management's home page on the world wide web at http://www.opm.gov. It is also available through the U.S. Office of Personnel Management's electronic bulletin board system, OPM Mainstreet (202-606-4800)."--.

Management of agricultural research : need and opportunities for improvement Department of Agriculture : report to the Joint Economic Committee /

"CED-77-121."

Public Lands Management Improvement Act of 1997 : hearings before the Subcommittee on Forests and Public Land Management of the Committee on Energy and Natural Resources, United States Senate, One Hundred Fifth Congress, first session, on S. 1253, to provide to the federal land management agencies the authority and capability to manage effectively the federal lands in accordance with the principles of multiple use and sustained yield, and for other purposes, October 30, 1997, December 15, 1997, February 3, 1998.

"April 23,1998, April 30, 1998, May 5, 1998, June 4, 1998, June 17, 1998"--Pt. 2.

Development of a Conceptual Site Model for Evaluating Seawater Intrusion under Sea Level Rise Scenarios Using Analytical Methods

Island County is located in the Puget Sound of Washington State and includes several islands, the largest of which is Whidbey Island. Central Whidbey Island was chosen as the project site, as residents use groundwater for their water supply and seawater intrusion near the coast is known to contaminate this resource. In 1989, Island County adopted a Saltwater Intrusion Policy and used chloride concentrations in existing wells in order to define and map “risk zones.” In 2005, this method of defining vulnerability was updated with the use of water level elevations in conjunction with chloride concentrations. The result of this work was a revised map of seawater intrusion vulnerability that is currently in use by Island County. This groundwater management strategy is defined as trigger-level management and is largely a reactive tool. In order to evaluate trends in the hydrogeologic processes at the site, including seawater intrusion under sea level rise scenarios, this report presents a workflow where groundwater flow and discharge to the sea are quantified using a revised conceptual site model. The revised conceptual site model used several simplifying assumptions that allow for first-order quantitative predictions of seawater intrusion using analytical methods. Data from water well reports included lithologic and well construction information, static water levels, and aquifer tests for specific capacity. Results from specific capacity tests define the relationship between discharge and drawdown and were input for a modified Theis equation to solve for transmissivity (Arihood, 2009). Components of the conceptual site model were created in ArcGIS and included interpolation of water level elevation, creation of groundwater basins, and the calculation of net recharge and groundwater discharge for each basin. The revised conceptual site model was then used to hypothesize regarding hydrogeologic processes based on observed trends in groundwater flow. Hypotheses used to explain a reduction in aquifer thickness and hydraulic gradient were: (1) A large increase in transmissivity occurring near the coast. (2) The reduced aquifer thickness and hydraulic gradient were the result of seawater intrusion. (3) Data used to create the conceptual site model were insufficient to resolve trends in groundwater flow. For Hypothesis 2, analytical solutions for groundwater flow under Dupuit assumptions were applied in order to evaluate seawater intrusion under projected sea level rise scenarios. Results indicated that a rise in sea level has little impact on the position of a saltwater wedge; however, a reduction in recharge has significant consequences. Future work should evaluate groundwater flow using an expanded monitoring well network and aquifer recharge should be promoted by reducing surface water runoff.

Challenges for expatriate managers:an exploration of cross-cultural management, adjustment, and training issues faced by Anglo-American managers in Hong Kong

This field work study furthers understanding about expatriate management, in particular, the nature of cross-cultural management in Hong Kong involving Anglo-American expatriate and Chinese host national managers, the important features of adjustment for expatriates living and working there, and the type of training which will assist them to adjust and to work successfully in this Asian environment. Qualitative and quantitative data on each issue was gathered during in-depth interviews in Hong Kong, using structured interview schedules, with 39 expatriate and 31 host national managers drawn from a cross-section of functional areas and organizations. Despite the adoption of Western technology and the influence of Western business practices, micro-level management in Hong Kong retains a cultural specificity which is consistent with the norms and values of Chinese culture. There are differences in how expatriates and host nationals define their social roles, and Hong Kong's recent colonial history appears to influence cross-cultural interpersonal interactions. The inability of the spouse and/or family to adapt to Hong Kong is identified as a major reason for expatriate assignments to fail, though the causes have less to do with living away from family and friends, than with Hong Kong's highly urbanized environment and the heavy demands of work. Culture shock is not identified as a major problem, but in Hong Kong micro-level social factors require greater adjustment than macro-level societal factors. The adjustment of expatriate managers is facilitated by a strong orientation towards career development and hard work, possession of technical/professional expertise, and a willingness to engage in a process of continuous 'active learning' with respect to the host national society and culture. A four-part model of manager training suitable for Hong Kong is derived from the study data. It consists of a pre-departure briefing, post-arrival cross-cultural training, language training in basic Cantonese and in how to communicate more effectively in English with non-native speakers, and the assignment of a mentor to newly arrived expatriate managers.

Determining inventory service support levels in multi-national companies

Multi-national manufacturing companies are often faced with very difficult decisions regarding where and how to cost effectively manufacture products in a global setting. Clearly, they must utilize efficient and responsive manufacturing strategies to reach low cost solutions, but they must also consider the impact of manufacturing and transportation solutions upon their ability to support sales. One important sales consideration is determining how much work in process, in-transit stock, and finished goods to have on hand to support sales at a desired service level. This paper addresses this important consideration through a comprehensive scenario-based simulation approach, including sensitivity analysis on key study parameters. Results indicate that the inventory needs vary considerably for different manufacturing and delivery methods in ways that may not be obvious when using common evaluative tools.

A new inventory model for aircraft spares

A special inventory problem is presented: aircraft spares that are repaired and returned to spares, called rotable inventory. Rotable inventory is not consumed so does not change in the medium term, but is rotated through operational, maintenance and stock phases. The objective for inventory performance is fleet Service Level (SL), which effects aircraft dispatch performance. A model is proposed where the fleet SL drives combined stock levels such that cost is optimized. By holding greater numbers of lower-cost items and holding lower levels of more expensive items, it is possible to achieve substantial cost savings while maintaining performance. This approach is shown to be an advance over the current literature and is tested with case data, with conclusive results.