Search results for: Plant information management system

Authors: Fan Li, Chun-Hsien Chen, Li Pheng Khoo

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Operators of vessel traffic service (VTS) center provides three different types of services; namely information service, navigational assistance and traffic organization to vessels. To provide these services, operators monitor vessel traffic through computer interface and provide navigational advice based on the information integrated from multiple sources, including automatic identification system (AIS), radar system, and closed circuit television (CCTV) system. Therefore, this information is crucial in VTS operation. However, what information the VTS operator actually need to efficiently and properly offer services is unclear. The aim of this study is to investigate into information requirements for VTS operation. To achieve this aim, field observation was carried out to elicit the information requirements for VTS operation. The study revealed that the most frequent and important tasks were handling arrival vessel report, potential conflict control and abeam vessel report. Current location and vessel name were used in all tasks. Hazard cargo information was particularly required when operators handle arrival vessel report. The speed, the course, and the distance of two or several vessels were only used in potential conflict control. The information requirements identified in this study can be utilized in designing a human-computer interface that takes into consideration what and when information should be displayed, and might be further used to build the foundation of a decision support system for VTS.

Keywords: Vessel traffic service, information requirements, hierarchy task analysis, field observation.

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Authors: Alessandra Agostini, Roberto Boselli, Flavio De Paoli, Riccardo Dondi

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The work presented in this paper focus on Knowledge Management services enabling CSCW (Computer Supported Cooperative Work) applications to provide an appropriate adaptation to the user and the situation in which the user is working. In this paper, we explain how a knowledge management system can be designed to support users in different situations exploiting contextual data, users' preferences, and profiles of involved artifacts (e.g., documents, multimedia files, mockups...). The presented work roots in the experience we had in the MILK project and early steps made in the MAIS project.

Keywords: Information Management Systems, InformationRetrieval, Knowledge Management, Mobile CommunicationSystems.

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Authors: Gyoutae Park, Geunjun Lyu, Yeonjae Lee, Wooksuk Kim, Jaheon Gu, Sanguk Ahn, Hiesik Kim

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In this paper, we propose a system for preventing gas risks through the use of wireless communication modules and intelligent gas safety appliances. Our system configuration consists of an automatic extinguishing system, detectors, a wall-pad, and a microcomputer controlled micom gas meter to monitor gas flow and pressure as well as the occurrence of earthquakes. The automatic fire extinguishing system checks for both combustible gaseous leaks and monitors the environmental temperature, while the detector array measures smoke and CO gas concentrations. Depending on detected conditions, the micom gas meter cuts off an inner valve and generates a warning, the automatic fire-extinguishing system cuts off an external valve and sprays extinguishing materials, or the sensors generate signals and take further action when smoke or CO are detected. Information on intelligent measures taken by the gas safety appliances and sensors are transmitted to the wall-pad, which in turn relays this as real time data to a server that can be monitored via an external network (BcN) connection to a web or mobile application for the management of gas safety. To validate this smart-home gas management system, we field-tested its suitability for use in Korean apartments under several scenarios.

Keywords: Gas sensor, leak, gas safety, gas meter, gas risk, wireless communication.

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Authors: Z. Gomar, H. Heidary, M. Davoudi

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This research deals with techno economic analysis to select the most economic desalination method for Asalouyeh combined cycle power plant . Due to lack of fresh water, desalination of sea water is necessary to provide required DM water of Power Plant. The most common desalination methods are RO, MSF, MED, and MED–TVC. In this research, methods of RO, MED, and MED– TVC have been compared. Simulation results show that recovery of heat of exhaust gas of main stack is optimum case for providing DM water required for injected steam of MED desalination. This subject is very important because of improving thermal efficiency of power plant using extra heat recovery. Also, it has been shown that by adding 3 rows of finned tube to de-aerator evaporator, which is very simple and low cost, required steam for generating 5200 m3/day of desalinated water is obtainable.

Keywords: Desalination, MED, thermodynamic simulation, combined cycle power plant.

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Authors: Pairaya J., Buddhagarn R., Sukree S., Punthumadee K.

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Application of Information Technology (IT) has revolutionized the functioning of business all over the world. Its impact has been felt mostly among the information of dependent industries. Tourism is one of such industry. The conceptual framework in this study represents an innovation of travel information searching system on mobile devices which is used as tools to deliver travel information (such as hotels, restaurants, tourist attractions and souvenir shops) for each user by travelers segmentation based on data mining technique to segment the tourists- behavior patterns then match them with tourism products and services. This system innovation is designed to be a knowledge incremental learning. It is a marketing strategy to support business to respond traveler-s demand effectively.

Keywords: Tourism, Innovation, Information Searching, Data Mining.

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Authors: T.C. Manjunath

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This paper deals with the design of a moving sliding surface in a variable structure plant for a second order system. The chattering phenomena is also dealt with during the switching process for an unstable sliding surface condition. The simulation examples considered in this paper shows the effectiveness of the sliding mode control method used for the design of the moving sliding surfaces. A simulink model of the continuous system was also developed in MATLAB-SIMULINK for the design and hence demonstrated. The phase portraits and the state plots shows the demonstration of the powerful control technique which can be applied for second order systems.

Keywords: Sliding mode control, VSC, Reaching phase, Sliding phase, Moving surfaces, Chattering, Trajectories.

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Authors: Rattanathip Rattanachai, Kunyanuth Kularbphettong

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This paper describes the development of a Vegetation Searching System based on Web Application in case of Suan Sunandha Rajabhat University. The model was developed by PHP, JavaScript and MySQL database system and it was designed to support searching for endemic and rare species of trees on Web site. We describe the design methods and functional components of this prototype. To evaluate the system performance, questionnaires for the system usability and Black Box Testing were used to measure expert and user satisfaction. The results were satisfactory as followed: Means for experts and users were 4.30 and 4.50, and standard deviation for experts and users were 0.61and 0.73 respectively. Further analysis showed that the quality of the plant searching Website was also at a good level as well.

Keywords: Endemic species, Vegetation, Web based System, and Black Box Testing.

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Authors: Seung Woo Lee, So Jeong Nam, Jai-Kyung Lee

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It can be said that the business sector is faced with a range of challenges–a rapidly changing business environment, an increase and diversification of customers- demands and the consequent need for quick response–for having in place flexible management and production info systems. As a matter of fact, many manufacturers have adopted production info management systems such as MES and ERP. Nevertheless, managers are having difficulties obtaining ever-changing production process information in real time, or responding quickly to any change in production related needs on the basis of such information. This is because they rely on poor production info systems which are not capable of providing real-time factory settings. If the manufacturer doesn-t have a capacity for collecting or digitalizing the 4 Ms (Man, Machine, Material, Method), which are resources for production, on a real time basis, it might to difficult to effectively maintain the information on production process. In this regard, this paper will introduce some new alternatives to the existing methods of collecting the 4 Ms in real time, which are currently comprise the production field.

Keywords: 4M, Acquisition of Data on shop-floor, Real-time machine interface

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Authors: Chen Wu, Xiaohua Hu

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This paper proposes rough set models with three different level knowledge granules in incomplete information system under tolerance relation by similarity between objects according to their attribute values. Through introducing dominance relation on the discourse to decompose similarity classes into three subclasses: little better subclass, little worse subclass and vague subclass, it dismantles lower and upper approximations into three components. By using these components, retrieving information to find naturally hierarchical expansions to queries and constructing answers to elaborative queries can be effective. It illustrates the approach in applying rough set models in the design of information retrieval system to access different granular expanded documents. The proposed method enhances rough set model application in the flexibility of expansions and elaborative queries in information retrieval.

Keywords: Incomplete information system, Rough set model, tolerance relation, dominance relation, approximation, decomposition, elaborative query.

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Authors: Mohamed Asaad Abdelrazek, Amir Taher El-Sheikh, M. Zayan, A.M. Elhady

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The successful realization of complex systems is dependent not only on the technology issues and the process for implementing them, but on the management issues as well. Managing the systems development lifecycle requires technical management. Systems engineering management is the technical management. Systems engineering management is accomplished by incorporating many activities. The three major activities are development phasing, systems engineering process and lifecycle integration. Systems engineering management activities are performed across the system development lifecycle. Due to the ever-increasing complexity of systems as well the difficulty of managing and tracking the development activities, new ways to achieve systems engineering management activities are required. This paper presents a systematic approach used as a design management tool applied across systems engineering management roles. In this approach, Transdisciplinary System Development Lifecycle (TSDL) Model has been modified and integrated with Quality Function Deployment. Hereinafter, the name of the systematic approach is the Transdisciplinary Quality System Development Lifecycle (TQSDL) Model. The QFD translates the voice of customers (VOC) into measurable technical characteristics. The modified TSDL model is based on Axiomatic Design developed by Suh which is applicable to all designs: products, processes, systems and organizations. The TQSDL model aims to provide a robust structure and systematic thinking to support the implementation of systems engineering management roles. This approach ensures that the customer requirements are fulfilled as well as satisfies all the systems engineering manager roles and activities.

Keywords: Axiomatic design, quality function deployment, systems engineering management, system development lifecycle.

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Authors: Altayeb Qasem, Tarek Zayed, Zhi Chen

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Statistics Canada stated that the wastewater treatment facilities in most provinces are aging and passes 63% of their useful life in 2007 the highest ratio among public infrastructure assets. Currently, there is no standard condition rating system for wastewater treatment plants that give a specific rating index that describe the physical integrity of different infrastructure elements in the treatment plant and its environmental performance. The main objective of this study is to develop a condition-rating index for wastewater treatment plants mainly activated sludge systems. The proposed WWTP CRI, is based on dividing the treatment plant into its three treatment phases; primary phase, secondary phase and the tertiary phase. The condition-rating index will reflect the infrastructures state for each phase, mainly tanks, pipes, blowers and pumps.

Keywords: Condition rating index, Wastewater treatment plants, AHP- MUAT.

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Authors: Jasna Dragosavac, Žarko Janda, J.V. Milanović, Dušan Arnautović

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This paper discusses coordinated reactive power - voltage (Q-V) control in a multi machine steam power plant. The drawbacks of manual Q-V control are briefly listed, and the design requirements for coordinated Q-V controller are specified. Theoretical background and mathematical model of the new controller are presented next followed by validation of developed Matlab/Simulink model through comparison with recorded responses in real steam power plant and description of practical realisation of the controller. Finally, the performance of commissioned controller is illustrated on several examples of coordinated Q-V control in real steam power plant and compared with manual control.

Keywords: Coordinated Voltage Control, Power Plant Control, Reactive Power Control, Sensitivity Matrix

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Authors: Lingzhi Li, Jiankun Zhang, Tiantian Gu

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Hazard management that can prevent fatal accidents and property losses is a fundamental process during the buildings’ construction stage. However, due to lack of safety supervision resources and operational pressures, the conduction of hazard management is poor and ineffective in China. In order to improve the quality of construction safety management, it is critical to explore the use of information technologies to ensure that the process of hazard management is efficient and effective. After exploring the existing problems of construction hazard management in China, this paper develops the griddization management model for construction hazard management. First, following the knowledge grid infrastructure, the griddization computing infrastructure for construction hazards management is designed which includes five layers: resource entity layer, information management layer, task management layer, knowledge transformation layer and application layer. This infrastructure will be as the technical support for realizing grid management. Second, this study divides the construction hazards into grids through city level, district level and construction site level according to grid principles. Last, a griddization management process including hazard identification, assessment and control is developed. Meanwhile, all stakeholders of construction safety management, such as owners, contractors, supervision organizations and government departments, should take the corresponding responsibilities in this process. Finally, a case study based on actual construction hazard identification, assessment and control is used to validate the effectiveness and efficiency of the proposed griddization management model. The advantage of this designed model is to realize information sharing and cooperative management between various safety management departments.

Keywords: Construction hazard, grid management, griddization computing, process.

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Authors: Oladotun A. Fatoki, Deborah A. Onifade

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Spoilage occurs in plant produce due to the action of field and storage microorganisms. The conditions of storage can also cause physiological spoilage. Various methods exist to ensure that these food substances maintain their quality long after harvesting. However, many of these methods either fail to keep the plant for the required period or predispose the plant to other spoilage risks. The major shortcoming posed by the use of many antimicrobials is the chemical residues it deposits in the food substance. The use of plants in preservation has been in use for a long period, though little understood then, it served its purposes. A better understanding of the roles of these plant parts in increasing the shelf life of farm produce has helped in the creation of more effective and safer means of pest and microbial control. This can be extended to plants that have not been used for these purposes initially. Microbial sources should also be investigated as these have provided cheaper sources of secondary metabolites.

Keywords: Antimicrobials, Food preservation, Phytochemicals

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Authors: Eakarat Boonreang

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The past two decades, Thailand faced the natural disasters, for instance, Gay typhoon in 1989, tsunami in 2004, and huge flood in 2011. The disaster management in Thailand was improved both structure and mechanism for cope with the natural disaster since 2007. However, the natural disaster management in Thailand has various problems, for examples, cooperation between related an organizations have not unity, inadequate resources, the natural disaster management of public sectors not proactive, people has not awareness the risk of the natural disaster, and communities did not participate in the natural disaster management. Objective of this study is to find the methods for capacity building in the natural disaster management of Thailand. The concept and information about the capacity building and the natural disaster management of Thailand were reviewed and analyzed by classifying and organizing data. The result found that the methods for capacity building in the natural disaster management of Thailand should be consist of 1) link operation and information in the natural disaster management between nation, province, local and community levels, 2) enhance competency and resources of public sectors which relate to the natural disaster management, 3) establish proactive natural disaster management both planning and implementation, 4) decentralize the natural disaster management to local government organizations, 5) construct public awareness in the natural disaster management to community, 6) support Community Based Disaster Risk Management (CBDRM) seriously, and 7) emphasis on participation in the natural disaster management of all stakeholders.

Keywords: Capacity Building, Community Based Disaster Risk Management, Natural Disaster Management, Thailand.

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Authors: M. S. Sreejith, Steffy Joy, Abhishesh Pal, Beom-Sahng Ryuh, V. R. Sanal Kumar

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In this paper, an attempt has been made for the design of a robotic library using an intelligent system. The robot works on the ARM microprocessor, motor driver circuit with 5 degrees of freedom with Wi-Fi and GPS based communication protocol. The authenticity of the library books is controlled by RFID. The proposed robotic library system is facilitated with embedded system and ARM. In this library issuance system, the previous potential readers’ authentic review reports have been taken into consideration for recommending suitable books to the deserving new users and the issuance of books or periodicals is based on the users’ decision. We have conjectured that the Wi-Fi based robotic library management system would allow fast transaction of books issuance and it also produces quality readers.

Keywords: GPS based based robotic library, library management system, robotic library, Wi-Fi library.

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Authors: Joabe Silva, Ginalber Serra

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This paper proposes the analysis and design of robust fuzzy control to Stochastic Parametrics Uncertaint Linear systems. This system type to be controlled is partitioned into several linear sub-models, in terms of transfer function, forming a convex polytope, similar to LPV (Linear Parameters Varying) system. Once defined the linear sub-models of the plant, these are organized into fuzzy Takagi- Sugeno (TS) structure. From the Parallel Distributed Compensation (PDC) strategy, a mathematical formulation is defined in the frequency domain, based on the gain and phase margins specifications, to obtain robust PI sub-controllers in accordance to the Takagi- Sugeno fuzzy model of the plant. The main results of the paper are based on the robust stability conditions with the proposal of one Axiom and two Theorems.

Keywords: Fuzzy Systems; Robust Stability, Stochastic Control, Stochastic Process

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Authors: Seung You Na, Daejung Shin, Jin Young Kim, Bae-Ho Lee, Ji-Sung Lee

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There has been a growing interest in the field of bio-mimetic robots that resemble the shape of an insect or an aquatic animal, among many others. One bio-mimetic robot serves the purpose of exploring pipelines, spotting any troubled areas or malfunctions and reporting its data. Moreover, the robot is able to prepare for and react to any abnormal routes in the pipeline. In order to move effectively inside a pipeline, the robot-s movement will resemble that of a lizard. When situated in massive pipelines with complex routes, the robot places fixed sensors in several important spots in order to complete its monitoring. This monitoring task is to prevent a major system failure by preemptively recognizing any minor or partial malfunctions. Areas uncovered by fixed sensors are usually impossible to provide real-time observation and examination, and thus are dependant on periodical offline monitoring. This paper provides the Monitoring System that is able to monitor the entire area of pipelines–with and without fixed sensors–by using the bio-mimetic robot.

Keywords: Bio-mimetic robots, Plant pipes monitoring, Mobileand active monitoring.

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Authors: Filiz Ersoz, Deniz Merdin, Taner Ersoz

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The objective of this study provides an insight into enterprises, who need to carry on their sustainability in harmony with the changing competition conditions, technology and laws, regarding the ISO 9001:2015. In the study, ISO 9001:2015, which is planned to be put in force and exists as a draft, was studied and its differences from the previous standard, ISO 9001:2008, were determined. To find out the differences, a survey was conducted among enterprises that implement a quality system. According to the findings obtained at the end of the study, it was observed that the enterprises attach importance to quality and follow the developments about quality management system, and they find the changes in the new draft document necessary.

Keywords: ISO 9001, quality, quality management system, quality revision.

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Authors: Gyou-tae Park, Young-gyu Kim, Jeong-rock Kwon, Yongwoo Lee, Hiesik Kim

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The gas safety management system using an intelligent gas meter we proposed is to monitor flow and pressure of gas, earthquake, temperature, smoke and leak of methane. Then our system takes safety measures to protect a serious risk by the result of an event, to communicate with a wall-pad including a gateway by zigbee network in buildings and to report the event to user by the safety management program in a server. Also, the inner cutoff valve of an intelligent gas meter is operated if any event occurred or abnormal at each sensor.

Keywords: micom gas-meter, gas safety, zigbee, ubiquitous

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Authors: Kung-Jen Tu, Danny Vernatha

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To assist individual departments within universities in their energy management tasks, this study explores the application of Building Information Modeling in establishing the ‘BIM based Energy Management Support System’ (BIM-EMSS). The BIM-EMSS consists of six components: (1) sensors installed for each occupant and each equipment, (2) electricity sub-meters (constantly logging lighting, HVAC, and socket electricity consumptions of each room), (3) BIM models of all rooms within individual departments’ facilities, (4) data warehouse (for storing occupancy status and logged electricity consumption data), (5) building energy management system that provides energy managers with various energy management functions, and (6) energy simulation tool (such as eQuest) that generates real time 'standard energy consumptions' data against which 'actual energy consumptions' data are compared and energy efficiency evaluated. Through the building energy management system, the energy manager is able to (a) have 3D visualization (BIM model) of each room, in which the occupancy and equipment status detected by the sensors and the electricity consumptions data logged are displayed constantly; (b) perform real time energy consumption analysis to compare the actual and standard energy consumption profiles of a space; (c) obtain energy consumption anomaly detection warnings on certain rooms so that energy management corrective actions can be further taken (data mining technique is employed to analyze the relation between space occupancy pattern with current space equipment setting to indicate an anomaly, such as when appliances turn on without occupancy); and (d) perform historical energy consumption analysis to review monthly and annually energy consumption profiles and compare them against historical energy profiles. The BIM-EMSS was further implemented in a research lab in the Department of Architecture of NTUST in Taiwan and implementation results presented to illustrate how it can be used to assist individual departments within universities in their energy management tasks.

Keywords: Sensor, electricity sub-meters, database, energy anomaly detection.

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Authors: Tahir Iqbal, Mumtaz Ali, Syed Wajahat Kareem, Muhammad Harris

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Digital information is expanding in exponential order in our life. Information that is residing online and offline are stored in huge repositories relating to every aspect of our lives. Getting the required information is a task of retrieval systems. Content based image retrieval (CBIR) is a retrieval system that retrieves the required information from repositories on the basis of the contents of the image. Time is a critical factor in retrieval system and using indexed views with CBIR system improves the time efficiency of retrieved results.

Keywords: Content based image retrieval (CBIR), Indexed view, Color, Image retrieval, Cross correlation.

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Authors: Sougata Bardhan, Yona Chen, Warren A. Dick

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Generation of electricity from coal has increased over the years in the United States and around the world. Burning of coal results in annual production of upwards of 100 millions tons (United States only) of coal combustion products (CCPs). Only about a third of these products are being used to create new products while the remainder goes to landfills. Application of CCPs mixed with composted organic materials onto soil can improve the soil-s physico-chemical conditions and provide essential plant nutritients. Our objective was to create plant growth media utilizing CCPs and compost in way which maximizes the use of these products and, at the same time, maintain good plant growth. Media were formulated by adding composted organic matter (COM) to CCPs at ratios ranging from 2:8 to 8:2 (v/v). The quality of these media was evaluated by measuring their physical and chemical properties and their effect on plant growth. We tested the media by 1) measuring their physical and chemical properties and 2) the growth of three plant species in the experimental media: wheat (Triticum sativum), tomato (Lycopersicum esculentum) and marigold (Tagetes patula). We achieved significantly (p < 0.001) higher growth (7-130%) in the experimental media containing CCPs compared to a commercial mix. The experimental media supplied adequate plant nutrition as no fertilization was provided during the experiment. Based on the results, we recommend the use of CCPs and composts for the creation of plant growth media.

Keywords: Coal ash, FGD gypsum, organic compost, and plant growth media.

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Authors: Amir Sanayei, Seyed Farid Mousavi, Catherine Asadi Shahmirzadi

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Despite of many scholars and practitioners recognize the knowledge management implementation in an organizations but insufficient attention has been paid by researchers to select suitable knowledge portal system (KPS) selection. This study develops a Multi Criteria Decision making model based on the fuzzy VIKOR approach to help organizations in selecting KPS. The suitable portal is the critical influential factors on the success of knowledge management (KM) implementation in an organization.

Keywords: Knowledge management, Knowledge portal system, Fuzzy VIKOR.

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Authors: Sh. Ladan, A. Yari, H. Khodabandeh

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The need for Information Security in organizations, regardless of their type and size, is being addressed by emerging standards and recommended best practices. The various standards and practices which evolved in recent years and are still being developed and constantly revised, address the issue of Information Security from different angles. This paper attempts to provide an overview of Information Security Standards and Practices by briefly discussing some of the most popular ones. Through a comparative study of their similarities and differences, some insight can be obtained on how their combination may lead to an increased level of Information Security.

Keywords: Information security management, information security standard, BS7799, ISO 17799, COBIT.

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Authors: Rahim Ada

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The research was conducted with three replications as “Randomized Block Design” in Konya-Turkey ecological conditions. In the study, 16 of promising safflower lines (A8, E1, F4, F6, G16, H14, I1), and 1 cultivar (Dinçer) were evaluated in 2008-09 growing season. Some of the yield components such as plant height (cm), first branch height (cm), number of branches per plant, 1000 seed weight (g), seed yield (kg ha-1), oil content (%), oil yield (kg ha-1) were determined. Winter sowing showed higher values than spring sowing. The highest values were taken from Dinçer for plant height (86.7 cm), E1 (37.5 cm) for first branch height, F6 for number of branch (11.6 per plant), I1 for number of head (24.9 per plant), A8 for 1000 seed weight (51.75 g), Dinçer for seed yield (2927.1 kg ha-1), oil content (28.79 %) and also for oil yield (87.44 kg ha-1) respectively.

Keywords: Oil yield, Safflower, Sowing time, Yield components

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Authors: F. Iscan, C. Yagci

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Rapid population growth, urbanization and industrialization are known as the most important factors of environment problems. Elimination and management of solid wastes are also within the most important environment problems. One of the main problems in solid waste management is the selection of the best site for elimination of solid wastes. Lately, Geographical Information System (GIS) has been used for easing selection of landfill area. GIS has the ability of imitating necessary economic, environmental and political limitations. They play an important role for the site selection of landfill area as a decision support tool. In this study; map layers will be studied for minimum effect of environmental, social and cultural factors and maximum effect for engineering/economic factors for site selection of landfill areas and using GIS for a decision support mechanism in solid waste landfill areas site selection will be presented in Aksaray/Turkey city, Güzelyurt district practice.

Keywords: GIS, landfill, solid waste, spatial analysis.

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Authors: Ralf God, Lothar Kerschgens, Leonardo Goratti, Steven Lemaire

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Ubiquitous connectivity is a reality and a basic need for users on ground. Air travel connectivity in the cabin is also becoming increasingly important for passengers during cabin use. Wireless sensor networks that provide information to cabin management systems are being used by airlines to optimize cabin crew workload. In networked cabin systems, communications and digitally transmitted data must be managed by airlines in every direction. Security and privacy, information processing and knowledge management are the current and future requirements for a smart and connected cabin.

Keywords: Smart and connected cabin management, Internet of Things, power management, airline business.

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Authors: Alireza Faed, David Forbes

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Complaints today have the ability to retain customer loyalty using state of the art systems and strategies in customer relationship management to analyze and respond to a plethora of customer perception. The Majority of companies are not aware of the beneficiary utilization of customer complaints for the sake of quality improvements. Also, some companies have problems determining how resolution of complaints can be profitable. In this study, we will define the problems and ascertain the importance of customer management system on the companies. Furthermore, we will determine the impact of such a system on efficiency, confidence, profitability and customer complaints. Eventually, we will develop methods and address the issues. In this paper, we used an open-ended questionnaire and distributed that to 30 randomly chosen respondents which were the passengers in an airport. We also define three hypotheses for our study and we will validate each of them. Then using frequency, Chi- Square and quality control method we optimized the size of customers- negative feedback and improved the process of customer retention.

Keywords: Complaint, Complaint management system, Customer relationship management, Retention.

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Authors: Pablo Cardozo Herrera

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In a dynamic market of Information Technology (IT) Service and with high quality demands and high performance requirements in decreasing costs, it is imperative that IT companies invest organizational effort in order to increase the effectiveness of their Information Technology Service Management (ITSM) processes through the improvement of ITSM project management and through solid support to the strategic decision-making process of IT directors. In this article, the author presents an analysis of common issues of IT companies around the world, with strategic needs of information unmet that provoke their ITSM processes and projects management that do not achieve the effectiveness and efficiency expected of their results. In response to the issues raised, the author proposes a framework consisting of an innovative theoretical framework model of ITSM management and a technological solution aligned to the Information Technology Infrastructure Library (ITIL) good practices guidance and ISO/IEC 20000-1 requirements. The article describes a research that proves the proposed framework is able to integrate, manage and coordinate in a holistic way, measurable and auditable, all ITSM processes and projects of IT organization and utilize the effectiveness assessment achieved for their strategic decision-making process increasing the process maturity level and improving the capacity of an efficient management.

Keywords: Innovation in IT services, ITSM processes, ITIL and ISO/IEC 20000-1, IT service management, IT service excellence.

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