Search results for: Service life

Authors: Iosif-Viorel Onut, Bin Zhu, Ali A. Ghorbani

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We propose a novel graphical technique (SVision) for intrusion detection, which pictures the network as a community of hosts independently roaming in a 3D space defined by the set of services that they use. The aim of SVision is to graphically cluster the hosts into normal and abnormal ones, highlighting only the ones that are considered as a threat to the network. Our experimental results using DARPA 1999 and 2000 intrusion detection and evaluation datasets show the proposed technique as a good candidate for the detection of various threats of the network such as vertical and horizontal scanning, Denial of Service (DoS), and Distributed DoS (DDoS) attacks.

Keywords: Anomaly Visualization, Network Security, Intrusion Detection.

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Authors: Candy P. Schulze, Michael Brieke, Prof. Peter Nyhuis

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The building of a factory can be a strategic investment owing to its long service life. An evaluation that only focuses, for example, on payments for the building, the technical equipment of the factory, and the personnel for the enterprise is – considering the complexity of the system factory – not sufficient for this long-term view. The success of an investment is secured, among other things, by the attainment of nonmonetary goals, too, like transformability. Such aspects are not considered in traditional investment calculations like the net present value method. This paper closes this gap with the enhanced economic evaluation (EWR) for factory planning. The procedure and the first results of an application in a project are presented.

Keywords: economic efficiency, holistic evaluation, factory planning

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Authors: P. Kanakasabapathy, Radhika. S,

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In the competitive electricity market environment, the profit of the pumped-storage plant in the energy market can be maximized by operating it as a generator, when market clearing price is high and as a pump, to pump water from lower reservoir to upper reservoir, when the price is low. An optimal self-scheduling plan has been developed for a pumped-storage plant, carried out on weekly basis in order to maximize the profit of the plant, keeping into account of all the major uncertainties such as the sudden ancillary service delivery request and the price forecasting errors. For a pumped storage power plant to operate in a real time market successive self scheduling has to be done by considering the forecast of the day-ahead market and the modified reservoir storage due to the ancillary service request of the previous day. Sliding Window Technique has been used for successive self scheduling to ensure profit for the plant.

Keywords: Ancillary services, BPSO, Power System Economics (Electricity markets), Self-Scheduling, Sliding Window Technique.

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Authors: D. I. De Souza, D. R. Fonseca, R. Rocha

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In this paper we will develop further the sequential life test approach presented in a previous article by [1] using an underlying two parameter Weibull sampling distribution. The minimum life will be considered equal to zero. We will again provide rules for making one of the three possible decisions as each observation becomes available; that is: accept the null hypothesis H0; reject the null hypothesis H0; or obtain additional information by making another observation. The product being analyzed is a new type of a low alloy-high strength steel product. To estimate the shape and the scale parameters of the underlying Weibull model we will use a maximum likelihood approach for censored failure data. A new example will further develop the proposed sequential life testing approach.

Keywords: Sequential Life Testing, Underlying Weibull Model, Maximum Likelihood Approach, Hypothesis Testing.

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Authors: Seon Soon Choi

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The principal purpose of this paper is to find the influence of maximum fatigue load on the probabilistic aspect of fatigue crack propagation life at a specified grown crack in magnesium alloys. The experiments of fatigue crack propagation are carried out in laboratory air under different conditions of the maximum fatigue loads to obtain the fatigue crack propagation data for the statistical analysis. In order to analyze the probabilistic aspect of fatigue crack propagation life, the goodness-of fit test for probability distribution of the fatigue crack propagation life at a specified grown crack is implemented through Anderson-Darling test. The good probability distribution of the fatigue crack propagation life is also verified under the conditions of the maximum fatigue loads.

Keywords: Fatigue crack propagation life, magnesium alloys, maximum fatigue load, probability.

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Authors: Mohammad H. Abu-Arqoub, Ihab S. Serhed, Waheeb A. Abu-Dawwas, Rashid M. Al-Azzeh

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This paper aims at improving web server performance by establishing a middleware layer between web and database servers, which minimizes the overload on the database server. A middleware system has been developed as a service mainly to improve the performance. This system manages connection accesses in a way that would result in reducing the overload on the database server. In addition to the connection management, this system acts as an object-oriented model for best utilization of operating system resources. A web developer can use this Service Broker to improve web server performance.

Keywords: Database server, Improve performance, Middleware, Web server.

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Authors: Mohamed Haffar, Muhammad Abdul Aziz, Ahmad Ghoneim

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The importance of having a good organizational culture that supports employee job satisfaction has fascinated both the business and academic world because of a tantalizing promise: culture can be fundamental to the enhancement of financial performance. This promise has led to growing interest for both researchers and practitioners in attempting to understand the influence of organizational culture on employees’ satisfaction and organizational performance. Even though the relationship between organizational culture and employee job satisfaction have gained attention in the literature, the majority of studies have been conducted within manufacturing organizations and tend to oversee the impact of culture on employee job satisfaction in a service-based environment. Thus, the main driving force of this study was to explore the role of organizational culture types in facilitating employee job satisfaction at Emerald Publishing Group. Interviews qualitative data analysis indicated that Emerald’s culture dominated by adhocracy and clan culture values. In addition, the findings provided evidence, which demonstrated that group and adhocracy organizational culture types play key roles in facilitating employee job satisfaction in a service-based environment.

Keywords: Employee satisfaction, organizational culture, performance, service based environment.

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Authors: Maha Shamseddine, Amjad Nusayr, Wassim Itani

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In this paper, we present a Platform-as-a-Service (PaaS) model for controlling the privacy enforcement mechanisms applied on user data when stored and processed in Cloud data centers. The proposed architecture consists of establishing user configurable ‘sticky’ policies on the Graphical User Interface (GUI) data-bound components during the application development phase to specify the details of privacy enforcement on the contents of these components. Various privacy classification classes on the data components are formally defined to give the user full control on the degree and scope of privacy enforcement including the type of execution containers to process the data in the Cloud. This not only enhances the privacy-awareness of the developed Cloud services, but also results in major savings in performance and energy efficiency due to the fact that the privacy mechanisms are solely applied on sensitive data units and not on all the user content. The proposed design is implemented in a real PaaS cloud computing environment on the Microsoft Azure platform.

Keywords: Privacy enforcement, Platform-as-a-Service privacy awareness, cloud computing privacy.

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Authors: Somayeh Abedian, Pirhossein Kolivand, Hamid Reza Lornejad, Amin Karampour, Ebrahim Keshavarz Safari

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For emergency and relief service providers such as pre-hospital emergencies, quick arrival at the scene of an accident or any EMS mission is one of the most important requirements of effective service delivery. EMS Response time (the interval between the time of the call and the time of arrival on scene) is a critical factor in determining the quality of pre-hospital Emergency Medical Services (EMS). This is especially important for heart attack, stroke, or accident patients that seconds are vital in saving their lives. Location-based e-services can be broadly defined as any service that provides information pertinent to the current location of an active mobile handset or precise address of landline phone call at a specific time window, regardless of the underlying delivery technology used to convey the information. According to research, one of the effective methods of meeting this goal is determining the location of the caller via the cooperation of landline and mobile phone operators in the country. The follow-up of the Communications Regulatory Authority (CRA) organization has resulted in the receipt of two separate secured electronic web services. Thus, to ensure human privacy, a secure technical architecture was required for launching the services in the pre-hospital EMS information management system. In addition, to quicken medics’ arrival at the patient's bedside, rescue vehicles should make use of an intelligent transportation system to estimate road traffic using a GPS-based mobile navigation system independent of the Internet. This paper seeks to illustrate the architecture of the practical national model used by the Iranian EMS organization.

Keywords: response time, geographic location inquiry service, location-based services, emergency medical services information system

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Authors: Zhalmagambetov Yerlanbek, Assymova Dariya, Tashieva Saltanat, and Aliya Bolatkhan

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The relevance of the study of everyday life in Almaty and Kyzylorda are associated with the emergence of the modern trends in historiography and socializing areas of government reform. The relevance is due to the fact that in the early twentieth century Kyzylorda and Almaty began to develop as a city and this period has a special place in the life of the state. An interesting aspect of the everyday life of the inhabitants of the new city, which was built in the era of Stalin's Five-Year Plans, can be examined through the eyes of the Soviet people living in a specific environment, reflecting the life of the citizens. The study of industrialization of the Soviet Union and the attention paid to new developments in the first five years of everyday aspects as the impact of the modernization of the 1930s was one of the decisive factors in the lives of residents. Among these factors, we would like to highlight the medical field, which is the basis of all human life, specifically focusing on the state of medicine in Alma-Ata in the first 20-30-years of the twentieth century, and analyze the different aspects of human life, determining the quality of medical care to the population during this period.

Keywords: Alma Ata, capital, epidemic diseases, health care, Kyzylorda, the USSR, Vernyj.

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Authors: Mohammed T. Hayajneh

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Machining of Metal Matrix Composites (MMCs) is very significant process and has been a main problem that draws many researchers to investigate the characteristics of MMCs during different machining process. The poor machining properties of hard particles reinforced MMCs make drilling process a rather interesting task. Unlike drilling of conventional materials, many problems can be seriously encountered during drilling of MMCs, such as tool wear and cutting forces. Cutting tool wear is a very significant concern in industries. Cutting tool wear not only influences the quality of the drilled hole, but also affects the cutting tool life. Prediction the cutting tool life during drilling is essential for optimizing the cutting conditions. However, the relationship between tool life and cutting conditions, tool geometrical factors and workpiece material properties has not yet been established by any machining theory. In this research work, fuzzy subtractive clustering system has been used to model the cutting tool life in drilling of Al₂O₃ particle reinforced aluminum alloy composite to investigate of the effect of cutting conditions on cutting tool life. This investigation can help in controlling and optimizing of cutting conditions when the process parameters are adjusted. The built model for prediction the tool life is identified by using drill diameter, cutting speed, and cutting feed rate as input data. The validity of the model was confirmed by the examinations under various cutting conditions. Experimental results have shown the efficiency of the model to predict cutting tool life.

Keywords: Composite, fuzzy, tool life, wear.

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Authors: Wuttigrai Ngamsirijit

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Creative tourism is an ongoing development in many countries as an attempt to moving away from serial reproduction of culture and reviving the culture. Despite, in the destinations with diverse and potential cultural resources, creating new tourism services can be vague. This paper presents how tourism experiences are modularized and consolidated in order to form new creative tourism service offerings in evanescent cultural communities of Bangkok, Thailand. The benefits from data mining in accommodating value co-creation are discussed, and implication of experience modularization to national creative tourism policy is addressed.

Keywords: Co-creation, Creative tourism, New Service Design

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Authors: Isaac Kofi Mensah

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E-government has been adopted and used by many governments/countries around the world including Ghana to provide citizens and businesses with more accurate, real-time, and high quality services and information. The objective of this paper is to present an overview of the Government of Ghana’s (GoG) adoption and implement of e-government and its usage by the Ministries, Departments and its agencies (MDAs) as well as other public sector institutions to deliver efficient public service to the general public i.e. citizens, business etc. Government implementation of e-government focused on facilitating effective delivery of government service to the public and ultimately to provide efficient government-wide electronic means of sharing information and knowledge through a network infrastructure developed to connect all major towns and cities, Ministries, Departments and Agencies and other public sector organizations in Ghana. One aim for the Government of Ghana use of ICT in public administration is to improve productivity in government administration and service by facilitating exchange of information to enable better interaction and coordination of work among MDAs, citizens and private businesses. The study was prepared using secondary sources of data from government policy documents, national and international published reports, journal articles, and web sources. This study indicates that through the e-government initiative, currently citizens and businesses can access and pay for services such as renewal of driving license, business registration, payment of taxes, acquisition of marriage and birth certificates as well as application for passport through the GoG electronic service (eservice) and electronic payment (epay) portal. Further, this study shows that there is enormous commitment from GoG to adopt and implement e-government as a tool not only to transform the business of government but also to bring efficiency in public services delivered by the MDAs. To ascertain this, a further study need to be carried out to determine if the use of e-government has brought about the anticipated improvements and efficiency in service delivery of MDAs and other state institutions in Ghana.

Keywords: Electronic government, electronic services, electronic payment, MDAs.

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Authors: Noura Meshaan Al-Otaibi, Amin Yousef Noaman

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Nowadays scientific data is inevitably digital and stored in a wide variety of formats in heterogeneous systems. Scientists need to access an integrated view of remote or local heterogeneous data sources with advanced data accessing, analyzing, and visualization tools. This research suggests the use of Service Oriented Architecture (SOA) to integrate biological data from different data sources. This work shows SOA will solve the problems that facing integration process and if the biologist scientists can access the biological data in easier way. There are several methods to implement SOA but web service is the most popular method. The Microsoft .Net Framework used to implement proposed architecture.

Keywords: Bioinformatics, Biological data, Data Integration, SOA and Web Services.

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Authors: Su Myat Marlar Soe, May Paing Paing Zaw

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It has been defined that the “network is the system". This implies providing levels of service, reliability, predictability and availability that are commensurate with or better than those that individual computers provide today. To provide this requires integrated network management for interconnected networks of heterogeneous devices covering both the local campus. In this paper we are addressing a framework to effectively deal with this issue. It consists of components and interactions between them which are required to perform the service fault management. A real-world scenario is used to derive the requirements which have been applied to the component identification. An analysis of existing frameworks and approaches with respect to their applicability to the framework is also carried out.

Keywords: To diagnose the possible network faults by using thepredetermined rules.

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Authors: Ruel A. Welch

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Since the introduction of ServiceNow, the UK’s Science Museum Group’s (SMG) ICT service desk portal, there has not been an analysis of the tools available to SMG staff for Just-in-time knowledge acquisition (Knowledge Management Systems) and reporting ICT incidents with a focus on an aspect of professional identity namely, gender. Therefore, it is important for SMG to investigate the apparent disparities so that solutions can be derived to minimize this digital divide if one exists. This study is conducted in the milieu of UK museums, galleries, arts, academic, charitable, and cultural heritage sector. It is acknowledged at SMG that there are challenges with keeping up with an ever-changing digital landscape. Subsequently, this entails the rapid upskilling of staff and developing an infrastructure that supports just-in-time technological knowledge acquisition and reporting technology related issues. This problem was addressed by analysing ServiceNow ICT incident reports and reports from knowledge articles from a six-month period from February to July. This study found a statistically significant relationship between gender and reporting an ICT incident. There is also a significant relationship between gender and the priority level of ICT incident. Interestingly, there is no statistically significant relationship between gender and reading knowledge articles. Additionally, there is no statistically significant relationship between gender and reporting an ICT incident related to the knowledge article that was read by staff. The knowledge acquired from this study is useful to service desk management practice as it will help to inform the creation of future knowledge articles and ICT incident reporting processes.

Keywords: digital divide, ICT service desk practice, knowledge management systems, workplace learning

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Authors: M. A. Mebrek, L.H.Abderrahmane, A. Himeur, S. Bendoukha

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In this article, we are going to do a study that consist in the configuration of a link between an earth station to broadcast multimedia service and a user of this service via a geostationary satellite in Ka- band and the set up of the different components of this link and then to make the calculation of the link budget for this system. The application carried out in this work, allows us to calculate the link budget in both directions: the uplink and downlink, as well as all parameters used in the calculation and the development of a link budget. Finally, we will try to verify using the application developed the feasibility of implementation of this system.

Keywords: Geostationary satellite, ground station, ka band, link budget, telecommunication.

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Authors: K. Cormican, G. Coppola, S. Farina

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Knowledge management is a critical component of competitive success in service organizations. Knowledge management centers on creating new knowledge and utilizing existing knowledge. While utilizing existing knowledge relates to input and control and can lead to a reduction in costs; creating new knowledge relates to output and growth and can lead to an increase in revenue. Therefore managers must ensure that they can successfully optimize the knowledge and talent in their organizations. To do this they and must try to develop an environment that promotes the generation, acquisition, transfer and use of valuable knowledge in creative ways. However knowledge management is complex and diverse. Research suggests that organizations in general and SMEs in particular are finding it difficult to implement successful knowledge management initiatives. Our research attempts to understand whether organizations are adopting best practice initiatives in their organizations. This paper presents findings from an exploratory study of 139 SMEs operating in the tourism sector across Europe. The goals of the survey is to assess the level of awareness of knowledge and talent management strategies and methodologies and to determine whether the responding companies implement best practice knowledge management initiatives in their organizations Analysis of the findings from the study are presented and discussed.

Keywords: service sector, small enterprise, success factors, survey

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Authors: V. Narasimha Raghavan, M. Venkatesh, T. Peer Meera Labbai, Praveen Dwarakanath Prabhu

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The performance and complexity of QoS routing depends on the complex interaction between a large set of parameters. This paper investigated the scaling properties of source-directed link-state routing in large core networks. The simulation results show that the routing algorithm, network topology, and link cost function each have a significant impact on the probability of successfully routing new connections. The experiments confirm and extend the findings of other studies, and also lend new insight designing efficient quality-of-service routing policies in large networks.

Keywords: QoS, Link-State Routing, Dijkstra, Path Selection, Path Computation.

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Authors: Mohamed R. Mhereeg

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The paper discusses the implementation of the MultiAgent classification System (MACS) and utilizing it to provide an automated and accurate classification of end users developing applications in the spreadsheet domain. However, different technologies have been brought together to build MACS. The strength of the system is the integration of the agent technology with the FIPA specifications together with other technologies, which are the .NET widows service based agents, the Windows Communication Foundation (WCF) services, the Service Oriented Architecture (SOA), and Oracle Data Mining (ODM). The Microsoft's .NET widows service based agents were utilized to develop the monitoring agents of MACS, the .NET WCF services together with SOA approach allowed the distribution and communication between agents over the WWW. The Monitoring Agents (MAs) were configured to execute automatically to monitor excel spreadsheets development activities by content. Data gathered by the Monitoring Agents from various resources over a period of time was collected and filtered by a Database Updater Agent (DUA) residing in the .NET client application of the system. This agent then transfers and stores the data in Oracle server database via Oracle stored procedures for further processing that leads to the classification of the end user developers.

Keywords: MACS, Implementation, Multi-Agent, SOA, Autonomous, WCF.

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Authors: Triloksingh G. Arora, Mohan V. Aware, Dhananjay R. Tutakne

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Thyristor based firing angle controlled voltage regulators are extensively used for speed control of single phase induction motors. This leads to power saving but the applied voltage and current waveforms become non-sinusoidal. These non-sinusoidal waveforms increase voltage and thermal stresses which result into accelerated insulation aging, thus reducing the motor life. Life models that allow predicting the capability of insulation under such multi-stress situations tend to be very complex and somewhat impractical. This paper presents the fuzzy logic application to investigate the synergic effect of voltage and thermal stresses on intrinsic aging of induction motor insulation. A fuzzy expert system is developed to estimate the life of induction motor insulation under multiple stresses. Three insulation degradation parameters, viz. peak modification factor, wave shape modification factor and thermal loss are experimentally obtained for different firing angles. Fuzzy expert system consists of fuzzyfication of the insulation degradation parameters, algorithms based on inverse power law to estimate the life and defuzzyficaton process to output the life. An electro-thermal life model is developed from the results of fuzzy expert system. This fuzzy logic based electro-thermal life model can be used for life estimation of induction motors operated with non-sinusoidal voltage and current waveforms.

Keywords: Aging, Dielectric losses, Insulation and Life Estimation.

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Authors: Patrice Obinna Umenne, Marcel O. Odhiambo

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WiMAX and Wi-Fi are considered as the promising broadband access solutions for wireless MAN’s and LANs, respectively. In the recent works WiMAX is considered suitable as a backhaul service to connect multiple dispersed Wi-Fi ‘hotspots’. Hence a new integrated WiMAX/Wi-Fi architecture has been proposed in literatures. In this paper the performance of an integrated WiMAX/Wi-Fi network has been investigated by streaming a video conference application. The difference in performance between the two protocols is compared with respect to video conferencing. The Heterogeneous network was simulated in the OPNET simulator.

Keywords: Throughput, delay, delay variance, packet loss, Quality of Service (QoS).

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Authors: R. Reka, R. S. D. Wahidabanu

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The aim of this paper is to propose a novel technique to guarantee Quality of Service (QoS) in a highly dynamic environment. The MANET changes its topology dynamically as the nodes are moved frequently. This will cause link failure between mobile nodes. MANET cannot ensure reliability without delay. The relay node is selected based on achieving QoS in previous transmission. It considers one more factor Connection Existence Period (CEP) to ensure reliability. CEP is to find out the period during that connection exists between the nodes. The node with highest CEP becomes a next relay node. The relay node is selected dynamically to avoid frequent failure. The bandwidth of each link changed dynamically based on service rate and request rate. This paper proposes Active bandwidth setting up algorithm to guarantee the QoS. The series of results obtained by using the Network Simulator (NS-2) demonstrate the viability of our proposed techniques.

Keywords: Bandwidth, Connection Existence Period (CEP), Mobile Adhoc Network (MANET), Quality of Service (QoS), Relay node.

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Authors: B. Thanasansomboon, S. Choemprayong, N. Parinyanitikul, U. Tanlamai

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Being diagnosed with metastatic breast cancer, the patients as well as their caretakers are affected physically and mentally. Although the medical systems in Thailand have been attempting to improve the quality and effectiveness of the treatment of the disease in terms of physical illness, the success of the treatment also depends on the quality of mental health. Metastatic breast cancer patients have found that social support is a key factor that helps them through this difficult time. It is recognized that social support in different dimensions, including emotional support, social network support, informational support, instrumental support and appraisal support, are contributing factors that positively affect the quality of life of patients in general, and it is undeniable that social support in various forms is important in promoting the quality of life of metastatic breast patients. However, previous studies have not been dedicated to investigating their quality of life concerning affective, cognitive, and behavioral outcomes. Therefore, this study aims to develop integrated social support through social networks to improve the quality of life of metastatic breast cancer patients in Thailand.

Keywords: Social support, metastatic breast cancer, quality of life, social network.

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Authors: Hesham A. Ali, Mofreh M. Salem, Ahmed A. Hamza

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Recently, there have been considerable efforts towards the convergence between P2P and Grid computing in order to reach a solution that takes the best of both worlds by exploiting the advantages that each offers. Augmenting the peer-to-peer model to the services of the Grid promises to eliminate bottlenecks and ensure greater scalability, availability, and fault-tolerance. The Grid Information Service (GIS) directly influences quality of service for grid platforms. Most of the proposed solutions for decentralizing the GIS are based on completely flat overlays. The main contributions for this paper are: the investigation of a novel resource discovery framework for Grid implementations based on a hierarchy of structured peer-to-peer overlay networks, and introducing a discovery algorithm utilizing the proposed framework. Validation of the framework-s performance is done via simulation. Experimental results show that the proposed organization has the advantage of being scalable while providing fault-isolation, effective bandwidth utilization, and hierarchical access control. In addition, it will lead to a reliable, guaranteed sub-linear search which returns results within a bounded interval of time and with a smaller amount of generated traffic within each domain.

Keywords: Grid computing, grid information service, P2P, resource discovery.

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Authors: Mohd Iskandar Illyas Tan, Raziah Noor Razali, Zuhra Junaida Husny

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The purpose of this study is i) to investigate the driving factors and barriers of the adoption of Information and Communication Technology (ICT) in Halal logistic and ii) to develop an ICT adoption framework for Halal logistic service provider. The Halal LSPs selected for the study currently used ICT service platforms, such as accounting and management system for Halal logistic business. The study categorizes the factors influencing the adoption decision and process by LSPs into four groups: technology related factors, organizational and environmental factors, Halal assurance related factors, and government related factors. The major contribution in this study is the discovery that technology related factors (ICT compatibility with Halal requirement) and Halal assurance related factors are the most crucial factors among the Halal LSPs applying ICT for Halal control in transportation-s operation. Among the government related factors, ICT requirement for monitoring Halal included in Halal Logistic Standard on Transportation (MS2400:2010) are the most influencing factors in the adoption of ICT with the support of the government. In addition, the government related factors are very important in the reducing the main barriers and the creation of the atmosphere of ICT adoption in Halal LSP sector.

Keywords: Information and communication technology (ICT), Halal logistic, Halal transportation, Technology adoption

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Authors: W. Jaipahkdee, C. Srinilta

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The overall service performance of I/O intensive system depends mainly on workload on its storage system. In heterogeneous storage environment where storage elements from different vendors with different capacity and performance are put together, workload should be distributed according to storage capability. This paper addresses data placement issue in short video sharing website. Workload contributed by a video is estimated by the number of views and life time span of existing videos in same category. Experiment was conducted on 42,000 video titles in six weeks. Result showed that the proposed algorithm distributed workload and maintained balance better than round robin and random algorithms.

Keywords: data placement, heterogeneous storage system, YouTube, short videos

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Authors: Kohtaroh Miyamoto

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As enterprise computing becomes more and more complex, the costs and technical challenges of IT system maintenance and support are increasing rapidly. One popular approach to managing IT system maintenance is to prepare and use a FAQ (Frequently Asked Questions) system to manage and reuse systems knowledge. Such a FAQ system can help reduce the resolution time for each service incident ticket. However, there is a major problem where over time the knowledge in such FAQs tends to become outdated. Much of the knowledge captured in the FAQ requires periodic updates in response to new insights or new trends in the problems addressed in order to maintain its usefulness for problem resolution. These updates require a systematic approach to define the exact portion of the FAQ and its content. Therefore, we are working on a novel method to hierarchically structure the FAQ and automate the updates of its structure and content. We use structured information and the unstructured text information with the timelines of the information in the service incident tickets. We cluster the tickets by structured category information, by keywords, and by keyword modifiers for the unstructured text information. We also calculate an urgency score based on trends, resolution times, and priorities. We carefully studied the tickets of one of our projects over a 2.5-year time period. After the first 6 months we started to create FAQs and confirmed they improved the resolution times. We continued observing over the next 2 years to assess the ongoing effectiveness of our method for the automatic FAQ updates. We improved the ratio of tickets covered by the FAQ from 32.3% to 68.9% during this time. Also, the average time reduction of ticket resolution was between 31.6% and 43.9%. Subjective analysis showed more than 75% reported that the FAQ system was useful in reducing ticket resolution times.

Keywords: FAQ System, Resolution Time, Service Incident Tickets, IT System Maintenance.

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Authors: Ahmed Jedidi, Mesfer Mohammed Alshamrani, Alwi Mohammad A. Bamhdi

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Optical performance monitoring and optical network management are essential in building a reliable, high-capacity, and service-differentiation enabled all-optical network. One of the serious problems in this network is the fact that optical crosstalk is additive, and thus the aggregate effect of crosstalk over a whole AON may be more nefarious than a single point of crosstalk. As results, we note a huge degradation of the Quality of Service (QoS) in our network. For that, it is necessary to identify and monitor the impairments in whole network. In this way, this paper presents new system to identify and monitor crosstalk in AONs in real-time fashion. particular, it proposes a new technique to manage intra-crosstalk in objective to relax QoS of the network.

Keywords: All-optical networks, optical crosstalk, optical cross-connect, crosstalk, monitoring crosstalk.

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Authors: Petronella Jonck, Freda van der Walt

Abstract:

Despite the benefits of innovation diffusion in the South African public service, implementation thereof seems to be problematic, particularly with regard to e-governance which would enhance the quality of service delivery, especially accessibility, choice, and mode of operation. This paper reports on differences between the public service and the private sector in terms of innovation diffusion. Innovation diffusion will be investigated to explore identified obstacles that are hindering successful implementation of e-governance. The research inquiry is underpinned by the diffusion of innovation theory, which is premised on the assumption that innovation has a distinct channel, time, and mode of adoption within the organisation. A comparative thematic document analysis was conducted to investigate organisational differences with regard to innovation diffusion. A similar approach has been followed in other countries, where the same conceptual framework has been used to guide document analysis in studies in both the private and the public sectors. As per the recommended conceptual framework, three organisational characteristics were emphasised, namely the external characteristics of the organisation, the organisational structure, and the inherent characteristics of the leadership. The results indicated that the main difference in the external characteristics lies in the focus and the clientele of the private sector. With regard to organisational structure, private organisations have veto power, which is not the case in the public service. Regarding leadership, similarities were observed in social and environmental responsibility and employees’ attitudes towards immediate supervision. Differences identified included risk taking, the adequacy of leadership development, organisational approaches to motivation and involvement in decision making, and leadership style. Due to the organisational differences observed, it is recommended that differentiated strategies be employed to ensure effective innovation diffusion, and ultimately e-governance. It is recommended that the results of this research be used to stimulate discussion on ways to improve collaboration between the mentioned sectors, to capitalise on the benefits of each sector.

Keywords: E-governance, ICT, innovation diffusion, comparative analysis.

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