Search results for: quality management practices

Authors: Sherine Beshara, Khaled S. El-Kilany, Noha M. Galal

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Supply chain management has become more challenging with the emerging trend of globalization and sustainability. Lately, research related to perishable products supply chains, in particular agricultural food products, has emerged. This is attributed to the additional complexity of managing this type of supply chains with the recently increased concern of public health, food quality, food safety, demand and price variability, and the limited lifetime of these products. Inventory management for agrifood supply chains is of vital importance due to the product perishability and customers- strive for quality. This paper concentrates on developing a simulation model of a real life case study of a two echelon production-distribution system for agri-food products. The objective is to improve a set of performance measures by developing a simulation model that helps in evaluating and analysing the performance of these supply chains. Simulation results showed that it can help in improving overall system performance.

Keywords: Agri-food supply chains, inventory model, modelling and Simulation, supply chain.

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Authors: Chutima Prommak, Airisa Jantaweetip

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In wireless networks, bandwidth is scare resource and it is essential to utilize it effectively. This paper analyses effects of using different bandwidth management techniques on the network performances of the Wireless Local Area Networks (WLANs) that use hybrid load balancing scheme. In particular, we study three bandwidth management schemes, namely Complete Sharing (CS), Complete Partitioning (CP), and Partial Sharing (PS). Performances of these schemes are evaluated by simulation experiments in term of percentage of network association blocking. Our results show that the CS scheme can provide relatively low blocking percentage in various network traffic scenarios whereas the PS scheme can enhance quality of services of the multimedia traffic with rather small expenses on the blocking percentage of the best effort traffic.

Keywords: Bandwidth management, Load Balancing, WLANs.

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Authors: Claude Alavoine

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While in practice negotiation is always a mix of cooperation and competition, these two elements correspond to different approaches of the relationship and also different orientations in term of strategy, techniques, tactics and arguments employed by the negotiators with related effects and in the end leading to different outcomes. The levels of honesty, trust and therefore cooperation are influenced not only by the uncertainty of the situation, the objectives, stakes or power but also by the orientation given from the very beginning of the relationship. When negotiation is reduced to a confrontation of power, participants rely on coercive measures, using different kinds of threats or make false promises and bluff in order to establish a more acceptable balance of power. Most of the negotiators have a tendency to complain about the unethical aspects of the tactics used by their counterparts while, as the same time, they are mostly unaware of the sources of influence of their own vision and practices. In this article, our intention is to clarify these sources and try to understand what can lead negotiators to unethical practices.

Keywords: competition, cooperation, ethics, negotiation, power

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Authors: Witthaya Mekhum

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The OTOP Entrepreneurship that used to create substantial source of income for local Thai communities are now in a stage of exigent matters that required assistances from public sectors due to over Entrepreneurship of duplicative ideas, unable to adjust costs and prices, lack of innovation, and inadequate of quality control. Moreover, there is a repetitive problem of middlemen who constantly corner the OTOP market. Local OTOP producers become easy preys since they do not know how to add more values, how to create and maintain their own brand name, and how to create proper packaging and labeling. The suggested solutions to local OTOP producers are to adopt modern management techniques, to find knowhow to add more values to products and to unravel other marketing problems. The objectives of this research are to study the prevalent OTOP products management and to discover direction to manage OTOP products to enhance the effectiveness of OTOP Entrepreneurship in Nonthaburi Province, Thailand. There were 113 participants in this study. The research tools can be divided into two parts: First part is done by questionnaire to find responses of the prevalent OTOP Entrepreneurship management. Second part is the use of focus group which is conducted to encapsulate ideas and local wisdom. Data analysis is performed by using frequency, percentage, mean, and standard deviation as well as the synthesis of several small group discussions. The findings reveal that 1) Business Resources: the quality of product is most important and the marketing of product is least important. 2) Business Management: Leadership is most important and raw material planning is least important. 3) Business Readiness: Communication is most important and packaging is least important. 4) Support from public sector: Certified from the government is most important and source of raw material is the least important.

Keywords: Management, OTOP Entrepreneurship, Local Wisdom

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Authors: Mary L. G. S. Senna, Afonso R. Aquino, Veruska C. Dutra, Carlos H. C. Tolentino

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The quality of life index, despite elucidating many discussions, the conceptual subjectivity of the term does not show precision, and consequently, many researchers seek to develop methods aiming to measure this concept, bringing it to a more concrete approach. In this study, the quality of life index method was used to analyze the population of Mateiros, Tocantins, Brazil for quality of life. After data collection, it was compared the quality of life index between the population and the group of beneficiaries of the Brazilian government assistance program Bolsa Família (Family Allowance). Some of the people interviewed receive financial aid from the federal government program Bolsa Família (22%). Comparisons were made among the final score of the quality of life index of the Mateiros population and the following factors: Gender, age, education, those working or not with tourism and those who receive or do not receive the Bolsa Família. It was observed that only the factor, Bolsa Família (p-score 0.0138), shows an association with quality of life improvement, noticing that those who have financial aid had a higher quality of life improvement than the rest of the population. It was concluded that, government assistance has shown a decisive element on the enhancement of Mateiros population quality of life, indicating that similar actions should be maintained.

Keywords: Quality of life index, government aid to families, sustainable tourism, Bolsa Familia.

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Authors: Fu E. Tang

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In the effort to reduce water consumption for resorts, more water conservation practices need to be implemented. Hence water audits need to be performed to obtain a baseline of water consumption, before planning water conservation practices. In this study, a water audit framework specifically for resorts was created, and the audit was performed on two resorts: Resort A in Langkawi, Malaysia; and Resort B in Miri, Malaysia. From the audit, the total daily water consumption for Resorts A and B were estimated to be 180m3 and 330 m3 respectively, while the actual water consumption (based on water meter readings) were 175 m3 and 325 m3. This suggests that the audit framework is reasonably accurate and may be used to account for most of the water consumption sources in a resort. The daily water consumption per guest is about 500 litres. The water consumption of both resorts is poorly rated compared with established benchmarks. Water conservation measures were suggested for both resorts.

Keywords: water consumption patterns, water conservation practices, water audit, water audit framework.

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Authors: Barbora Haltofová

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In recent years, citizens have become an important source of geographic information and, therefore, geo-crowdsourcing, often known as volunteered geographic information, has provided an interesting alternative to traditional mapping practices which are becoming expensive, resource-intensive and unable to capture the dynamic nature of urban environments. In order to address a gap in research literature, this paper deals with a survey conducted to assess the current state of geo-crowdsourcing, a recent phenomenon popular with people who collect geographic information using their smartphones. This article points out that there is an increasing body of knowledge of geo-crowdsourcing mobile applications in the Visegrad countries marked by the ubiquitous Internet connection and the current massive proliferation of smartphones. This article shows how geo-crowdsourcing can be used as a complement, or in some cases a replacement, to traditionally generated sources of spatial data and information in public management. It discusses the new spaces of citizen participation constructed by these geo-crowdsourcing practices.

Keywords: Citizen participation, geo-crowdsourcing, e-government, participatory mapping, mobile applications.

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Authors: Alok Sharma, Dr. Harvinder S. Saini, Raviteja Tiruvury

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This paper outlines the application of Knowledge Management (KM) principles in the context of Educational institutions. The paper caters to the needs of the engineering institutions for imparting quality education by delineating the instruction delivery process in a highly structured, controlled and quantified manner. This is done using a software tool EDULOGIC+. The central idea has been based on the engineering education pattern in Indian Universities/ Institutions. The data, contents and results produced over contiguous years build the necessary ground for managing the related accumulated knowledge. Application of KM has been explained using certain examples of data analysis and knowledge extraction.

Keywords: Education software system, information system, knowledge management.

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Authors: Saif Ul Haq

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The current study intends to examine the safety and quality considerations of clients of housing projects and their impact on the adoption of Quality Function Deployment (QFD) by the construction firm. Mixed method research technique has been used to collect and analyze the data wherein a survey was conducted to collect the data from 220 clients of housing projects in Saudi Arabia. Then, the telephonic and Skype interviews were conducted to collect data of 15 professionals working in the top ten real estate companies of Saudi Arabia. Data were analyzed by using partial least square (PLS) and thematic analysis techniques. Findings reveal that today’s customer prioritizes the safety and quality requirements of their houses and as a result, construction firms adopt QFD to address the needs of customers. The findings are of great importance for the clients of housing projects as well as for the construction firms as they could apply QFD in housing projects to address the safety and quality concerns of their clients.

Keywords: Construction industry, quality considerations, quality function deployment, safety considerations.

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Authors: Hamed Homaei, Iraj Mahdavi, Ali Tajdin

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One of the main concerns of miners is to increase the quality level of their products because the mining metals price depends on their quality level; however, increasing the quality level of these products has different costs at different levels of the supply chain. These costs usually increase after extractor level. This paper studies the coordination issue of a decentralized three-level supply chain with one supplier (extractor), one mineral processor and one manufacturer in which the increasing product quality level cost at the processor level is higher than the supplier and at the level of the manufacturer is more than the processor. We identify the optimal product quality level for each supply chain member by designing a revenue sharing contract. Finally, numerical examples show that the designed contract not only increases the final product quality level but also provides a win-win condition for all supply chain members and increases the whole supply chain profit.

Keywords: Three-stage supply chain, product quality improvement, channel coordination, revenue sharing.

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Authors: Ndidi F. Amulu, Calistus N. Ude, Patrick E. Amulu, Nneka N. Uchegbu

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The effects of temperature and enzyme concentration on the quality of mixed pineapple and pawpaw blended fruits juice were studied. Extracts of the two fruit juices were separately treated at 70  for 15 min each so as to inactivate micro-organisms. They were analyzed and blended in different proportions of 70% pawpaw and 30% pineapple, 60% pawpaw and 40% pineapple, 50% pineapple and 50% pawpaw, 40% pawpaw and 60% pineapple. The characterization of the fresh pawpaw and pineapple juice before blending showed that the juices have good quality. The high water content of the product may have affected the viscosity, vitamin C content and total soluble solid of the blended juice to be low. The effects of the process parameters on the quality showed that better quality of the blended juice can be obtained within the optimum temperature range of (50-70 °C) and enzyme concentration range (0.12-0.18 w/v). The ratio of mix 60% pineapple juice: 40% pawpaw juice has better quality. This showed that pawpaw and pineapple juices can blend effectively to produce a quality juice.

Keywords: Clarification, pawpaw, pineapple, viscosity, vitamin C.

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Authors: Michele Grimaldi, Livio Cricelli, Francesco Rogo, Alessia Iannarelli

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The objective of this paper is to support the application of Open Innovation practices in firms and organizations by the assessment and management of Intellectual Capital. Intellectual Capital constituents are analyzed in order to verify their capability of acting as key drivers of Open Innovation processes and, therefore, of creating value. A methodology is defined to settle a procedure which helps to select the most relevant Intellectual Capital value drivers and to provide Communities of Innovation with strategic and managerial guidelines in sustaining Open Innovation paradigm. An application of the methodology is developed within a specifically addressed project and its results are hereafter examined.

Keywords: Assessment, Community of Innovation, Intellectual Capital, Management, Open Innovation.

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Authors: Hamid Reza Alipour, Ali Mohammadi Torkashvand

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In composting process, N high-organic wastes loss the great part of its nitrogen as ammonia; therefore, using compost amendments can promote the quality of compost due to the decrease in ammonia volatilization. With regard to the effect of pH on composting, microorganisms- activity and ammonia volatilization, sulfuric acid and alkaline wastewater of paper mill (as liming agent with Ca and Mg ions) were used as compost amendments. Study results indicated that these amendments are suitable for reclamation of compost quality properties. These held nitrogen in compost caused to reduce C/N ratio. Both amendments had a significant effect on total nitrogen, but it should be used sulfuric acid in fewer amounts (20 ml/kg fresh organic wastes); and the more amounts of acid is not proposed.

Keywords: Compost, Paper mill wastewater, sulfuric acid, Ammonia Volatilization.

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Authors: G. Fouché, J. N. Eloff, K. Wellington

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Acaricides are commonly used to control ticks but are toxic, harmful to the environment and too expensive to resource-limited farmers. Traditionally, many communities in South Africa rely on a wide range of indigenous practices to keep their livestock healthy. One of these health care practices includes the use of medicinal plants and this offers an alternative to conventional medicine. An investigation was conducted at the CSIR in South Africa, and selected indigenous plants used in communities were scientifically evaluated for the management of ticks in animals. 17 plants were selected from 239 plants used traditionally in South Africa. Two different organic extracts were prepared from the 17 samples, resulting in 34 plant samples. These were tested for efficacy against two tick species, namely Rhipicephalus microplus and Rhipicephalus turanicus. The plant extracts were also screened against Vero cells and most were found to have low cytotoxicity. This study has shown that there is potential for the development of botanicals as natural acaricides against ticks that are non-toxic and environmentally benign.

Keywords: Rhipicephalus microplus, Rhipicephalus turanicus, ticks, plant extracts, South Africa.

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Authors: Alireza Bolhari, Ali Rezaeean, Jafar Bolhari, Fatemeh Zare

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With the advent of new technologies, factors related to mental health in e-workspaces are taken into consideration more than ever. Studies have revealed that one of the factors affecting the productivity of employees in an organization is occupational stress. Another influential factor is quality of work life which is important in the improvement of work environment conditions and organizational efficiency. In order to uncover the quality of work life level and to investigate the impact of occupational stress on quality of work life among information technology employees in Iran, a cross-sectional study design was applied and data were gathered using a questionnaire validated by a group of experts. The results of the study showed that information technology staffs have average level of both occupational stress and quality of work life. Furthermore, it was found that occupational stress has a negative impact on quality of work life. In addition, the same results were observed for role ambiguity, role conflict, role under-load, work-pace, work repetitiveness and tension toward quality of work life. No significant relation was found between role overload and quality of work life. Finally, directions for future research are proposed and discussed.

Keywords: Information Technology, e-Workspace, Healthcare, IT Staff, Occupational Stress, Quality of Work Life

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Authors: D. Charvatova, C.G. van der Veer

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According to the conception of personnel management, human resource management requires efficient use of human resources. This is ensured by various activities directed towards the area of management. Among these activities there are for example the recruitment of employees, development, strengthening of relations, mutual inspiring, implementation of correct working processes and systems used by individuals or groups.

Keywords: Communication, company, customers, employees, human resource management, manager, organizational structure, personnel management, strategic management.

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Authors: Mohammad Reza Oftadeh

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The purpose of the article is to describe project objective structure (POS) concept that was developed on research activities and experiences about project management, Balanced Scorecard (BSC) and European Foundation Quality Management Excellence Model (EFQM Excellence Model). Furthermore, this paper tries to define a balanced, systematic, and integrated measurement approach to meet project objectives and project strategic goals based on a process-oriented model. In this paper, POS is suggested in order to measure project performance in the project life cycle. After using the POS model, the project manager can ensure in order to achieve the project objectives on the project charter. This concept can help project managers to implement integrated and balanced monitoring and control project work.

Keywords: Project objectives, project performance management, PMBOK, key performance indicators, integration management.

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Authors: Gülfem I. Alptekin, S. Emre Alptekin

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The next generation wireless systems, especially the cognitive radio networks aim at utilizing network resources more efficiently. They share a wide range of available spectrum in an opportunistic manner. In this paper, we propose a quality management model for short-term sub-lease of unutilized spectrum bands to different service providers. We built our model on competitive secondary market architecture. To establish the necessary conditions for convergent behavior, we utilize techniques from game theory. Our proposed model is based on potential game approach that is suitable for systems with dynamic decision making. The Nash equilibrium point tells the spectrum holders the ideal price values where profit is maximized at the highest level of customer satisfaction. Our numerical results show that the price decisions of the network providers depend on the price and QoS of their own bands as well as the prices and QoS levels of their opponents- bands.

Keywords: cognitive radio networks, game theory, nextgeneration wireless networks, spectrum management.

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Authors: A. Brunel, A. Kernevez, F. Leclere, J. Trenteseaux

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Today, wine quality is only evaluated by wine experts with their own different personal tastes, even if they may agree on some common features. So producers do not have any unbiased way to independently assess the quality of their products. A tool is here proposed to evaluate wine quality by an objective ranking based upon the variables entering wine elaboration, and analysed through principal component analysis (PCA) method. Actual climatic data are compared by measuring the relative distance between each considered wine, out of which the general ranking is performed.

Keywords: Wine, grape, vine, weather conditions, rating, climate, principal component analysis, metric analysis.

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Authors: Penn P. Wu

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Recent advances in virtual reality (VR) technologies have made it possible for students to experience a virtual on-the-scene or virtual in-person observation of an educational event. In an experimental class, the author uses VR, particularly 360° videos, to virtually engage students in an event, through a wide spectrum of educational resources, such s a virtual “bystander.” Students were able to observe the event as if they were physically on site, although they could not intervene with the scene. The author will describe the adopted equipment, specification, and cost of building them as well as the quality of VR. The author will discuss (a) feasibility, effectiveness, and efficiency of using VR as a supplemental technology to teach college students and criteria and methodologies used by the authors to evaluate them; (b) barriers and issues of technological implementation; and (c) pedagogical practices learned through this experiment. The author also attempts to explore (a) how VR could provide an interactive virtual in-person learning experience; (b) how VR can possibly change traditional college education and online education; (c) how educators and balance six critical factors: cost, time, technology, quality, result, and content.

Keywords: Learning with VR, virtual experience of learning, virtual in-person learning, virtual reality for education.

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Authors: Botshelo R. Sebola

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Unintended pregnancy often results in pregnancy termination. Most countries have legalised the termination of a pregnancy and pregnant adolescents can visit designated clinics without their parents’ consent. In most African and Asian countries, certain cultural practices are performed following any form of childbirth, including abortion, and such practices are ingrained in societies. The aim of this paper was to understand how women who terminated a pregnancy during adolescence coped by embracing cultural practices. A descriptive multiple case study design was adopted for the study. In-depth, semi-structured interviews and reflective diaries were used for data collection. Participants were 13 women aged 20 to 35 years who had terminated a pregnancy in adolescence. Three women kept their soiled sanitary pads, burned them to ash and waited for the rainy season to scatter the ash in a flowing stream. This ritual was performed to appease the ancestors, ask them for forgiveness and as a send-off for the aborted foetus. Five women secretly consulted Sangoma (traditional healers) to perform certain rituals. Three women isolated themselves to perform herbal cleansings, and the last two chose not to engage in any sexual activity for one year, which led to the loss of their partners. This study offers a unique contribution to understanding the solitary journey of women who terminate a pregnancy. The study challenges healthcare professionals who work in clinics that offer pregnancy termination services to look beyond releasing the foetus to advocating and providing women with the necessary care and support in performing cultural practices.

Keywords: Adolescence, case study, cultural rituals, pregnancy.

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Authors: Riki Mukhaiyar

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The integration between technology of remote sensing, information from the data of digital image, and modeling technology for the simulation of water quality will provide easiness during the observation on the quality of water changes on the river surface. For example, Ciliwung River which is contaminated with non-point source pollutant from household wastes, particularly on its downstream. This fact informed that the quality of water in this river is getting worse. The land use for settlements and housing ranges between 62.84% - 81.26% on the downstream of Ciliwung River, give a significant picture in seeing factors that affected the water quality of Ciliwung River.

Keywords: Digital Image, Digitize, Landuse, Non-Point SourcePollutant, Qual2e Simulation

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Authors: Csaba I. Hencz, István Á. Harmati

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Nowadays the significance of road transport is gradually increasing. All transport companies are working in the same external environment where the speed of transport is defined by traffic rules. The main objective is to accelerate the speed of service and it is only dependent on the individual abilities of the managing members. These operational control units make decisions quickly (in a typically experiential and/or intuitive way). For this reason, support for these decisions is an important task. Our goal is to create a decision support model based on fuzzy signatures that can assist the work of operational management automatically. If the model sets parameters properly, the management of transport could be more economical and efficient.

Keywords: Freight transport, decision support, information handling, fuzzy methods.

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Authors: Gerard E. Sleefe

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There is significant interest in achieving technology innovation through new product development activities. It is recognized, however, that traditional project management practices focused only on performance, cost, and schedule attributes, can often lead to risk mitigation strategies that limit new technology innovation. In this paper, a new approach is proposed for formally managing and quantifying technology innovation. This approach uses a risk-based framework that simultaneously optimizes innovation attributes along with traditional project management and system engineering attributes. To demonstrate the efficacy of the new riskbased approach, a comprehensive product development experiment was conducted. This experiment simultaneously managed the innovation risks and the product delivery risks through the proposed risk-based framework. Quantitative metrics for technology innovation were tracked and the experimental results indicate that the risk-based approach can simultaneously achieve both project deliverable and innovation objectives.

Keywords: innovation, risk assessment, product development, technology management.

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Authors: Abdullah Almusharraf, Andrew Whyte

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The sub-task pattern in terms of deviations and defects should be identified and understood in order to improve the quality of practices in construction projects. Therefore, sub-task susceptibility to exposure to deviations and defects has been evaluated and classified via six classifications proposed in this study. Thirty-four case studies of specific sub-tasks (from compression members in constructed concrete structures) were collected from seven construction projects in order to examine the study’s proposed classifications. The study revealed that the sub-task has a high sensitivity to deviation, where 91% of the cases were recorded as deviations; however, only 19% of cases were recorded as defects. Other findings were that the actual work during the execution process is a high source of deviation for this sub-task (74%), while only 26% of the source of deviation was due to both design documentation and the actual work. These findings significantly imply that the study’s proposed classifications could be used to determine the pattern of each sub-task and develop proactive actions to overcome issues of sub-task deviations and defects.

Keywords: Sub-tasks, deviations, defects, quality, construction projects.

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Authors: Mohammad Javad Dehghani

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In the power quality analysis non-stationary nature of voltage distortions require some precise and powerful analytical techniques. The time-frequency representation (TFR) provides a powerful method for identification of the non-stationary of the signals. This paper investigates a comparative study on two techniques for analysis and visualization of voltage distortions with time-varying amplitudes. The techniques include the Discrete Wavelet Transform (DWT), and the S-Transform. Several power quality problems are analyzed using both the discrete wavelet transform and S–transform, showing clearly the advantage of the S– transform in detecting, localizing, and classifying the power quality problems.

Keywords: Power quality, S-Transform, Short Time FourierTransform , Wavelet Transform, instantaneous sag, swell.

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Authors: Mohammed Ali Ahmed, Vaughan Coffey, Bo Xia

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Quality management systems (QMSs) in the construction industry are often implemented to ensure that sufficient effort is made by companies to achieve the required levels of quality for clients. Attainment of these quality levels can result in greater customer satisfaction, which is fundamental to ensure long-term competitiveness for construction companies. However, the construction sector is still lagging behind other industries in terms of its successful adoption of QMSs, due to the relative lack of acceptance of the benefits of these systems among industry stakeholders, as well as from other barriers related to implementing them. Thus, there is a critical need to undertake a detailed and comprehensive exploration of adoption of QMSs in the construction sector. This paper comprehensively investigates in the construction sector setting, the impacts of all the salient factors surrounding successful implementation of QMSs in building organizations, especially those of external factors. This study is part of an ongoing PhD project, which aims to develop a new framework that integrates both internal and external factors affecting QMS implementation. To achieve the paper aim and objectives, interviews will be conducted to define the external factors influencing the adoption of QMSs, and to obtain holistic critical success factors (CSFs) for implementing these systems. In the next stage of data collection, a questionnaire survey will be developed to investigate the prime barriers facing the adoption of QMSs, the CSFs for their implementation, and the external factors affecting the adoption of these systems. Following the survey, case studies will be undertaken to validate and explain in greater detail the real effects of these factors on QMSs adoption. Specifically, this paper evaluates the effects of the external factors in terms of their impact on implementation success within the selected case studies. Using findings drawn from analyzing the data obtained from these various approaches, specific recommendations for the successful implementation of QMSs will be presented, and an operational framework will be developed. Finally, through a focus group, the findings of the study and the new developed framework will be validated. Ultimately, this framework will be made available to the construction industry to facilitate the greater adoption and implementation of QMSs. In addition, deployment of the applicable recommendations suggested by the study will be shared with the construction industry to more effectively help construction companies to implement QMSs, and overcome the barriers experienced by businesses, thus promoting the achievement of higher levels of quality and customer satisfaction.

Keywords: Barriers, critical success factors, external factors, internal factors, quality management systems.

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Authors: Silva, Fátima, Fernandes, Paula Odete

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The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the 'customers' increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a 'customers', thereby creating competitive advantages. These determinants of satisfaction are important elements that guide the strategy of an institution and allow the successful achievement of strategic plans, both teaching and administrative, to offer their ‘costumers’ services and products with higher quality. Following this way of thinking, the purpose of this study was to evaluate the satisfaction with the service quality of the School of Technology and Management of Bragança (ESTiG), of the Polytechnic Institute of Bragança, identifying, thus, the dimensions related to the quality of services that might influence students' satisfaction. The results showed that, in general, the students are satisfied with the performance of ESTiG.

Keywords: Customer Satisfaction, Higher Education Institutions, Importance-Satisfaction Model.

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Authors: D. I. De Souza, D. Kipper, G. P. Azevedo

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The main objective of this work is to compare the quality of service of the bus companies operating in the city of Rio Branco, located in the state of Acre with the quality of service of the bus companies operating in the city of Campos, situated in the state of Rio de Janeiro, both cities in Brazil. This comparison, based on the opinion of the bus users, will determine their degree of satisfaction with the service available in both cities. The outcome of this evaluation shows the users unhappy with the quality of the service provided by the bus companies operating in both cities and the need to identify alternative solutions that may minimize the consequences caused by the main problems detected in this work. With these alternatives available, the bus companies will be able to better understand the needs of their customers in terms of manpower, service cost, time schedule, etc.

Keywords: PubicTransportation, Quality of Service, Riders' Opinion, Bus Companies

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Authors: María Fernández-Ropero, Ricardo Pérez-Castillo, Ismael Caballero, Mario Piattini

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Appropriate description of business processes through standard notations has become one of the most important assets for organizations. Organizations must therefore deal with quality faults in business process models such as the lack of understandability and modifiability. These quality faults may be exacerbated if business process models are mined by reverse engineering, e.g., from existing information systems that support those business processes. Hence, business process refactoring is often used, which change the internal structure of business processes whilst its external behavior is preserved. This paper aims to choose the most appropriate set of refactoring operators through the quality assessment concerning understandability and modifiability. These quality features are assessed through well-proven measures proposed in the literature. Additionally, a set of measure thresholds are heuristically established for applying the most promising refactoring operators, i.e., those that achieve the highest quality improvement according to the selected measures in each case.

Keywords: business process model, modifiability, refactoring, understandability

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