Search results for: Performance Management and Evaluation

Authors: Beatrice Abila, Jussi Kantola

Abstract:

The paper attempts a synthesis of problems relating to municipal waste management in Nigeria and proposes a conceptual knowledge management approach for tackling municipal waste problems in cities across Nigeria. The application of knowledge management approach and strategy is crucial for inculcating a change of attitude towards improving the management of waste. The paper is a review of existing literatures, information, policies and data on municipal waste management in Nigeria. The inefficient management of waste by individuals, households, consumers and waste management companies can be attributed to inadequate information on waste management benefits, lack of producers- involvement in waste management as well as poor implementation of government policies. The paper presents an alternative approach providing solutions promoting efficient municipal waste management.

Keywords: Environment, Knowledge management, Municipal waste management, Nigeria.

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Authors: Mehmet Altınöz

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Today, the working areas put forward the administration of change. In order to provide this; it is required from the organizations to be creative. Professional creativity in offices depends on an environment that enables the development of the organization only after the individual or collective exertions within the organization. By providing this environment, the organization will gain efficiency, productivity, and work pleasure. In order to bring up the workforce appropriate to the related expectations, the professional creativity of the office management and secretarial profession candidates should be evaluated, education programs appropriate to this and related directly with the service quality should be prepared and the future of this profession should be directed. The aim of this study is to ensure the attention to improve the prepared education program as well as the creative thoughts and their applications, when carrying out an office management and secretarial training. 144 students took place in this research and a questionnaire of 48 questions was carried out.

Keywords: Creativity, professional creativity, creativity evaluation, office management, secretarial

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Authors: Shang-Ping Lin, Shi-Hwa Lo, Ho-Li Yang

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Company mergers and acquisitions reached their peak in the twenty-first century. Mergers and acquisitions have become one of the competitive strategies for external growth. In general, it is believed that mergers and acquisitions can create synergies. However, they require complete information technology system and service integration, especially in the banking industry. Much of the research has focused on performance evaluation, shareholder equity allocation, or even the increase of company market value after the merger and acquisition, whereas few scholars have focused on information system integration post merger and acquisition. This study indicates the role of information systems after a merger and acquisition, explaining the benefits of information system integration using a merger and acquisition case in the banking industry as an example. In addition, we discuss factors that affect the performance of information system integration, and utilize system dynamics to interpret the relationship among factors that affect information system integration performance in the banking industry after a merger and acquisition.

Keywords: Merger and Acquisition, Information SystemIntegration, System Dynamics

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Authors: Eid Alotaibi

Abstract:

The purpose of this study is to investigate the impact of tourists’ culture on perception and evaluation of hotel service experience and behavioral intentions. Drawing on Hofested’s cultural dimensions, this study seeks to further contribute towards understanding the effect of culture on perception and evaluation of hotels’ services, and whether there are differences between Saudi and European tourists’ perceptions of hotel services evaluation. A descriptive cross-sectional design was used in this study. Data were collected from tourists staying in five-star hotels in Saudi Arabia using the self-completion technique. The findings show that evaluations of hotel services differ from one culture to another. T-test results reveal that Saudis were more tolerant and reported significantly higher levels of satisfaction, were more likely to return and recommend the hotel, and perceived the price for the hotel stay as being good value for money as compared to their European counterparts. The sample was relatively small and specific to only five-star hotel evaluations. As a result, findings cannot be generalized to the wider tourist population. The results of this research have important implications for management within the Saudi hospitality industry. The study contributes to the tourist cultural theory by emphasizing the relative importance of cultural dimensions in-service evaluation. The author argues that no studies could be identified that compare Saudis and Europeans in their evaluations of their experiences staying at hotels. Therefore, the current study would enhance understanding of the effects of cultural factors on service evaluations and provide valuable input for international market segmentation and resource allocation in the Saudi hotel industry.

Keywords: Culture, tourist, service experience, hotel industry, Hofested’s cultural dimensions.

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Authors: Vesna Bosilj Vuksic, Mirjana Pejic Bach

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Business process management (BPM) has become widely accepted within business community as a means for improving business performance. However, it is of the highest importance to incorporate BPM as part of the curriculum at the university level education in order to achieve the appropriate acceptance of the method. Goal of the paper is to determine the current state of education in business process management (BPM) at the Croatian universities and abroad. It investigates the applied forms of instruction and teaching methods and gives several proposals for BPM courses improvement. Since majority of undergraduate and postgraduate students have limited understanding of business processes and lack of any practical experience, there is a need for introducing new teaching approaches. Therefore, we offer some suggestions for further improvement, among which the introduction of simulation games environment in BPM education is strongly recommended.

Keywords: business process management, simulation games, education

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Authors: K. Knüppel, G. Meyer, P. Nyhuis

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The increasing interconnectedness and complexity of  production processes raise the susceptibility of production systems to  failure. Therefore, the ability to respond quickly to failures is  increasingly becoming a competitive factor. The research project  "Sustainable failure management in manufacturing SMEs" is  developing a methodology to identify failures in the production and  select preventive and reactive measures in order to correct failures  and to establish sustainable failure management systems.

 

Keywords: Failure categorization, failure management, logistic performance, production optimization.

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Authors: Goh Yen Nee

Abstract:

This research aimed to find out the determining factors for ISO 14001 EMS implementation among SMEs in Malaysia from the Resource based view. A cross-sectional approach using survey was conducted. A research model been proposed which comprises of ISO 14001 EMS implementation as the criterion variable while physical capital resources (i.e. environmental performance tracking and organizational infrastructures), human capital resources (i.e. top management commitment and support, training and education, employee empowerment and teamwork) and organizational capital resources (i.e. recognition and reward, organizational culture and organizational communication) as the explanatory variables. The research findings show that only environmental performance tracking, top management commitment and support and organizational culture are found to be positively and significantly associated with ISO 14001 EMS implementation. It is expected that this research will shed new knowledge and provide a base for future studies about the role played by firm-s internal resources.

Keywords: ISO 14001 Environmental Management System, Malaysia, Resource based view, SMEs

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Authors: Jiantao Weng, Yujie Zhao

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With the improvement of living quality and demand for nighttime activities in China, the current situation of outdoor lighting environment at night needs to be assessed. Lighting environment at night plays an important role to guarantee night safety. Two typical residential communities in Hangzhou were selected. A comprehensive test method of outdoor lighting environment at night was established. The road, fitness area, landscape, playground and entrance were included. Field measurements and questionnaires were conducted in these two residential communities. The characteristics of residents’ habits and the subjective evaluation on different aspects of outdoor lighting environment at night were collected via questionnaire. A safety evaluation system on the outdoor lighting environment at night in the residential community was established. The results show that there is a big difference in illumination in different areas. The lighting uniformities of roads cannot meet the requirement of lighting standard in China. Residents pay more attention to the lighting environment of the fitness area and road than others. This study can provide guidance for the design and management of outdoor lighting environment at night.

Keywords: Residential community, lighting environment, night, field measurement.

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Authors: Eduardo Romero, Marcelo Costamagna, Gabriela Peretti, Carlos Marqués

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This work evaluates the ability of OBT for detecting parametric faults in continuous-time filters. To this end, we adopt two filters with quite different topologies as cases of study and a previously reported statistical fault model. In addition, we explore the behavior of the test schemes when a particular test condition is changed. The new data reported here, obtained from a fault simulation process, reveal a lower performance of OBT not observed in previous work using single-deviation faults, even under the change in the test condition.

Keywords: Testing, analog fault simulation, analog filter test, oscillation based test.

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Authors: Farah Diyana Abdul Rahman, Wajdi Al-Khateeb, Aisha Hassan Abdalla Hashim

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Optical networks are high capacity networks that meet the rapidly growing demand for bandwidth in the terrestrial telecommunications industry. This paper studies and evaluates singlemode and multimode fiber transmission by varying the distance. It focuses on their performance in LAN environment. This is achieved by observing the pulse spreading and attenuation in optical spectrum and eye-diagram that are obtained using OptSim simulator. The behaviors of two modes with different distance of data transmission are studied, evaluated and compared.

Keywords: Attenuation, eye diagram, fiber transmissions, multimode fiber, pulse dispersion, OSNR, single-mode fiber.

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Authors: Dutescu Adriana, Amariei Corneliu, Sahlian Daniela, Stanila Aurelian, Stanila Oana

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20 years of dentistry was a period of transition from communist to market economy but Romanian doctors have insufficient management knowledge. Recently, the need for modern management has increased due to technologies and superior materials appearance, as patient-s demands. Research goal is to increase efficiency by evaluating dental medical office cost categories in real pricing procedures. Empirical research is based on guided study that includes information about the association between categories of cost perception and therapeutic procedures commonly used in dental offices. Due to the obtained results to identify all the labours that make up a settled procedure costs were determined for each procedure. Financial evaluation software was created with the main functions: introducing and maintaining patient records, treatment and appointments made, procedures cost and monitoring office productivity. We believe that the study results can significantly improve the financial management of dental offices, increasing the effectiveness and quality of services.

Keywords: costs, financial methods, management.

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Authors: Vladimir Simovic, Matija Varga, Tonco Marusic

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This research paper shows matrix technology models and examples of information systems in education (in the Republic of Croatia and in the Germany) in support of business, education (when learning and teaching) and e-learning. Here we researched and described the aims and objectives of the main process in education and technology, with main matrix classes of data. In this paper, we have example of matrix technology with detailed description of processes related to specific data classes in the processes of education and an example module that is support for the process: ‘Filling in the directory and the diary of work’ and ‘evaluation’. Also, on the lower level of the processes, we researched and described all activities which take place within the lower process in education. We researched and described the characteristics and functioning of modules: ‘Fill the directory and the diary of work’ and ‘evaluation’. For the analysis of the affinity between the aforementioned processes and/or sub-process we used our application model created in Visual Basic, which was based on the algorithm for analyzing the affinity between the observed processes and/or sub-processes.

Keywords: Designing, education management, information systems, matrix technology, process affinity.

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Authors: Mahmood Q.K. Ghaznavi, Martin Perry, Paul Toulson, Keri Logan

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The importance of nurturing, accumulating, and efficiently deploying knowledge resources through formal structures and organisational mechanisms is well understood. Recent trends in knowledge management (KM) highlight that the effective creation and transfer of knowledge can also rely upon extra-organisational channels, such as, informal networks. The perception exists that the role of informal networks in knowledge creation and performance has been underestimated in the organisational context. Literature indicates that many managers fail to comprehend and successfully exploit the potential role of informal networks to create value for their organisations. This paper investigates: 1) whether managers share work-specific knowledge with informal contacts within and outside organisational boundaries; and 2) what do they think is the importance of this knowledge collaboration in their learning and work outcomes.

Keywords: Informal network, knowledge management, knowledge sharing, performance.

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Authors: M. V. Ramana Rao, T. Adilakshmi

Abstract:

Based on application requirements, nodes are static or mobile in Wireless Sensor Networks (WSNs). Mobility poses challenges in protocol design, especially at the link layer requiring mobility adaptation algorithms to localize mobile nodes and predict link quality to be established with them. This study implements XMAC and Berkeley Media Access Control (BMAC) routing protocols to evaluate performance under WSN’s static and mobility conditions. This paper gives a comparative study of mobility-aware MAC protocols. Routing protocol performance, based on Average End to End Delay, Average Packet Delivery Ratio, Average Number of hops, and Jitter is evaluated.

Keywords: Wireless Sensor Network (WSN), Medium Access Control (MAC), Berkeley Media Access Control (BMAC), mobility.

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Authors: Cesar Hernández, Diego Giral, Ingrid Páez

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This article proposes a hybrid algorithm for spectrum allocation in cognitive radio networks based on the algorithms Analytical Hierarchical Process (AHP) and Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) to improve the performance of the spectrum mobility of secondary users in cognitive radio networks. To calculate the level of performance of the proposed algorithm a comparative analysis between the proposed AHP-TOPSIS, Grey Relational Analysis (GRA) and Multiplicative Exponent Weighting (MEW) algorithm is performed. Four evaluation metrics are used. These metrics are accumulative average of failed handoffs, accumulative average of handoffs performed, accumulative average of transmission bandwidth, and accumulative average of the transmission delay. The results of the comparison show that AHP-TOPSIS Algorithm provides 2.4 times better performance compared to a GRA Algorithm and, 1.5 times better than the MEW Algorithm.

Keywords: Cognitive radio, decision making, hybrid algorithm, spectrum handoff, wireless networks.

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Authors: Juan Manuel Real-Espinosa

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This paper addresses the first step to evaluate language learning apps: what theoretical framework to adopt when designing the app evaluation framework. The answer is not just one, since there are several options that could be proposed. However, the question to be clarified is to what extent the learning design of apps is based on a specific learning approach, or on the contrary, on a fusion of elements from several theoretical proposals and paradigms, such as m-learning, Mobile Assisted Language Learning and a number of theories about language acquisition. The present study suggests that the reality is closer to the second assumption. This implies that the theoretical framework against which the learning design of the apps should be evaluated, must also be a hybrid theoretical framework, which integrates evaluation criteria from the different theories involved in language learning through mobile applications.

Keywords: Action-oriented approach, apps evaluation, mobile-assisted language learning, post-method pedagogy.

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Authors: Yang Xu, Felix Bruns, Elizabeth Gonzalez, Shadi Traboulsi, Klaus Mott, Attila Bilgic

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Emergence of smartphones brings to live the concept of converged devices with the availability of web amenities. Such trend also challenges the mobile devices manufactures and service providers in many aspects, such as security on mobile phones, complex and long time design flow, as well as higher development cost. Among these aspects, security on mobile phones is getting more and more attention. Microkernel based virtualization technology will play a critical role in addressing these challenges and meeting mobile market needs and preferences, since virtualization provides essential isolation for security reasons and it allows multiple operating systems to run on one processor accelerating development and cutting development cost. However, virtualization benefits do not come for free. As an additional software layer, it adds some inevitable virtualization overhead to the system, which may decrease the system performance. In this paper we evaluate and analyze the virtualization performance cost of L4 microkernel based virtualization on a competitive mobile phone by comparing the L4Linux, a para-virtualized Linux on top of L4 microkernel, with the native Linux performance using lmbench and a set of typical mobile phone applications.

Keywords: L4 microkernel, virtualization overhead, mobilephone.

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Authors: M. Ahmadnezhad, M. Soltanpour

Abstract:

Electrohydraulic servo system have been used in industry in a wide number of applications. Its dynamics are highly nonlinear and also have large extent of model uncertainties and external disturbances. In this paper, a robust back-stepping control (RBSC) scheme is proposed to overcome the problem of disturbances and system uncertainties effectively and to improve the tracking performance of EHS systems. In order to implement the proposed control scheme, the system uncertainties in EHS systems are considered as total leakage coefficient and effective oil volume. In addition, in order to obtain the virtual controls for stabilizing system, the update rule for the system uncertainty term is induced by the Lyapunov control function (LCF). To verify the performance and robustness of the proposed control system, computer simulation of the proposed control system using Matlab/Simulink Software is executed. From the computer simulation, it was found that the RBSC system produces the desired tracking performance and has robustness to the disturbances and system uncertainties of EHS systems.

Keywords: Electro hydraulic servo system, back-stepping control, robust back-stepping control, Lyapunov redesign

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Authors: M. Ahmadnezhad, M. Soltanpour

Abstract:

Electrohydraulic servo system have been used in industry in a wide number of applications. Its dynamics are highly nonlinear and also have large extent of model uncertainties and external disturbances. In this paper, a robust back-stepping control (RBSC) scheme is proposed to overcome the problem of disturbances and system uncertainties effectively and to improve the tracking performance of EHS systems. In order to implement the proposed control scheme, the system uncertainties in EHS systems are considered as total leakage coefficient and effective oil volume. In addition, in order to obtain the virtual controls for stabilizing system, the update rule for the system uncertainty term is induced by the Lyapunov control function (LCF). To verify the performance and robustness of the proposed control system, computer simulation of the proposed control system using Matlab/Simulink Software is executed. From the computer simulation, it was found that the RBSC system produces the desired tracking performance and has robustness to the disturbances and system uncertainties of EHS systems.

Keywords: Electro hydraulic servo system, back-stepping control, robust back-stepping control, Lyapunov redesign.

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Authors: Georgi Bebrov, Rozalina Dimova

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In the field of quantum secure communication, there is no evaluation that characterizes quantum secure communication (QSC) protocols in a complete, general manner. The current paper addresses the problem concerning the lack of such an evaluation for QSC protocols by introducing an optimality evaluation, which is expressed as the average over the three main parameters of QSC protocols: efficiency, security, and practicality. For the efficiency evaluation, the common expression of this parameter is used, which incorporates all the classical and quantum resources (bits and qubits) utilized for transferring a certain amount of information (bits) in a secure manner. By using criteria approach whether or not certain criteria are met, an expression for the practicality evaluation is presented, which accounts for the complexity of the QSC practical realization. Based on the error rates that the common quantum attacks (Measurement and resend, Intercept and resend, probe attack, and entanglement swapping attack) induce, the security evaluation for a QSC protocol is proposed as the minimum function taken over the error rates of the mentioned quantum attacks. For the sake of clarity, an example is presented in order to show how the optimality is calculated.

Keywords: Quantum cryptography, quantum secure communcation, quantum secure direct communcation security, quantum secure direct communcation efficiency, quantum secure direct communcation practicality.

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Authors: Kee-Leong Tan, Karyn Wei-Ju Khoo, Hui-Na Chua

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Service discovery is a very important component of Service Oriented Architectures (SOA). This paper presents two alternative approaches to customise the query results of private service registry such as Universal Description, Discovery and Integration (UDDI). The customisation is performed based on some pre-defined and/or real-time changing parameters. This work identifies the requirements, designs and additional mechanisms that must be applied to UDDI in order to support this customisation capability. We also detail the implements of the approaches and examine its performance and scalability. Based on our experimental results, we conclude that both approaches can be used to customise registry query results, but by storing personalization parameters in external resource will yield better performance and but less scalable when size of query results increases. We believe these approaches when combined with semantics enabled service registry will enhance the service discovery methods within a private UDDI registry environment.

Keywords: Service Oriented Architecture (SOA), Web service, Service discovery, registry, UDDI

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Authors: M. C. Pardo-Ferreira, J. C. Rubio-Romero, M. Martínez-Rojas

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Resilience Engineering is a new paradigm of safety management that proposes to change the way of managing the safety to focus on the things that go well instead of the things that go wrong. Many complex and high-risk sectors such as air traffic control, health care, nuclear power plants, railways or emergencies, have applied this new vision of safety and have obtained very positive results. In the construction sector, safety management continues to be a problem as indicated by the statistics of occupational injuries worldwide. Therefore, it is important to improve safety management in this sector. For this reason, it is proposed to apply Resilience Engineering to the construction sector. The Construction Phase Health and Safety Plan emerges as a key element for the planning of safety management. One of the key tools of Resilience Engineering is the Resilience Assessment Grid that allows measuring the four essential abilities (respond, monitor, learn and anticipate) for resilient performance. The purpose of this paper is to develop a questionnaire based on the Resilience Assessment Grid, specifically on the ability to learn, to assess whether a Construction Phase Health and Safety Plans helps companies in a construction site to implement this ability. The research process was divided into four stages: (i) initial design of a questionnaire, (ii) validation of the content of the questionnaire, (iii) redesign of the questionnaire and (iii) application of the Delphi method. The questionnaire obtained could be used as a tool to help construction companies to evolve from Safety-I to Safety-II. In this way, companies could begin to develop the ability to learn, which will serve as a basis for the development of the other abilities necessary for resilient performance. The following steps in this research are intended to develop other questions that allow evaluating the rest of abilities for resilient performance such as monitoring, learning and anticipating.

Keywords: Resilience engineering, construction sector, resilience assessment grid, construction phase health and safety plan.

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Authors: Katharina Buttenberg

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Customer and brand-oriented capabilities have been identified as key influencing capabilities for business performance. Especially in the early years of the firm, it is crucial to develop and consciously manage these capabilities. In this paper, the results of a quantitative analysis, investigating the causal relationship between customer- and brand-oriented (marketing) capabilities and business performance will be presented. The research displays the dependencies between the constructs and will provide practical implications for young firms in the acquisition and management of these capabilities.

Keywords: Brand-oriented capabilities, customer-oriented capabilities, entrepreneurship, resource-based theory, young firms.

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Authors: H. Izadbakhsh, M.Hour Ali, A. Amirkhani, A. Montazeri, M. Saberi

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The after–sales activities are nowadays acknowledged as a relevant source of revenue, profit and competitive advantage in most manufacturing industries. Top and middle management, therefore, should focus on the definition of a structured business performance measurement system for the after-sales business. The paper aims at filling this gap, and presents an integrated methodology for the after-sales network performance measurement, and provides an empirical application to automotive case companies and their official service network. This is the first study that presents an integrated multivariate approach for total assessment and improvement of after-sale services.

Keywords: Data Envelopment Analysis (DEA), Principal Component Analysis (PCA), Automotive companies, After-sale services.

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Authors: Mária Hudáková, Mária Lusková

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This report is focused on widening the theoretical knowledge as well as controlling practical application from the risk management point of view, regarding to dynamic business changes that have occurred in Slovakia which recently has been considered to be an environment full of risk and uncertainty. The idea of the report is the proposal of the controlling operation model in the course of risk management process in an enterprise operating in Slovakia, by which the controller is able to identify early risk factors in suggested major areas of the business management upon appropriate business information integration, consecutive control and prognoses and to prepare in time full-value documents in order to suggest measures for reduction thereof. Dealing with risk factors, that can quickly limit the growth potential of the enterprise, is an essential part of managerial activities on each level. This is the reason why mutual unofficial, ergo collegial cooperation of individual departments is necessary for controlling application from the business risk management point of view. An important part of the report is elaborated survey of the most important risk factors existing in major management areas of enterprises operating in Slovakia. The outcome of the performed survey is a catalogue of the most important enterprise risk factors. The catalogue serves for better understanding risk factors affecting the Slovak enterprises, their importance and evaluation.

Keywords: Controlling, information system, risks management, risk factor, crisis of enterprise.

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Authors: Ivana Mokrá

Abstract:

The article deals with modelling of the fire pragmatism in the area of military management and its experimental verification. Potential approaches are based on the synergy of mathematical and theoretical ideas, operational and tactical requirements and the military decision-making process. This issue has taken on importance in recent times, particularly with the increasing trend of digitized battlefield, the development of C4ISR systems and intention to streamline the command and control process at the lowest levels of command. From fundamental and philosophical point of view, these new approaches seek to significantly upgrade and enhance the decision-making process of the tactical commanders.

Keywords: Military management, decision-making process, strike modeling, experimental evaluation, pragmatism, tactical strike modeling

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Authors: Zuraini Hanim Zaini, Wan Fatimah Wan Ahmad

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Multimedia courseware has been accepted as a tool that can support teaching and learning process. 'Li2D' courseware was developed to assist student-s visualization on the topic of Loci in Two Dimension. This paper describes an evaluation on the effectiveness and usability of a 'Li2D' courseware. The quasi experiment was used for the effectiveness evaluation. Usability evaluation was accomplished based on four constructs of usability, namely: efficiency, learnability, screen design and satisfaction. An evaluation on the multimedia elements was also conducted. A total of 63 students of Form Two are involved in the study. The students are divided into two groups: control and experimental. The experimental group had to interact with 'Li2D' courseware as part of the learning activities while the control group used the conventional learning methods. The results indicate that the experimental group performed better than the control group in understanding the Loci in Two Dimensions topic. In terms of usability, the results showed that the students agreed on the usability in multimedia elements in the 'Li2D' courseware.

Keywords: Effectiveness, usability and multimedia elements, Loci in Two Dimensions.

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Authors: Sherif S. Nafee, Amir K. Al-Ramady, Salem S. Shaheen

Abstract:

Evaluated nuclear decay data for the 217Po nuclide is presented in the present work. These data include recommended values for the half-life T1/2, α-, β-- and γ-ray emission energies and probabilities. Decay data from 221Rn α and 217Bi β—decays are presented. Q(α) has been updated based on the recent published work of the Atomic Mass Evaluation AME2012. In addition, the logft values were calculated using the Logft program from the ENSDF evaluation package. Moreover, the total internal conversion electrons and the K-shell to L-shell and L-shell to M-shell and to N-shell conversion electrons ratios K/L, L/M and L/N have been calculated using Bricc program. Meanwhile, recommendation values or the multi-polarities have been assigned based on recently measurement yield a better intensity balance at the 254 keV and 264 keV gamma transitions.

Keywords: Atomic Mass Evaluation, Nuclear Data Evaluation, Total Electron Conversion Electrons.

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Authors: Olga V. Krivobokova

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A major goal of any enterprise is to create a ratings system of customer satisfaction, goods and services. It is obvious that the company cannot change what is not measured. In order to get a clearer picture of the preferences of the major consumer groups, this stage should be based on extensive research, including a variety of interviews and surveys. It is necessary to know the key benefits, which determine customer satisfaction in the market segment, of the properties of certain goods and services. It is important to estimate the terms of these preferences from the viewpoint of the client. This article discusses the importance of customer satisfaction, and ways of assessing it.

Keywords: Costs, customer, evaluation, organization, producer, quality management, satisfaction.

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Authors: Cheng-Suan Lee, Khong Neng Choong, So Gean Koh, Chee Onn Chow, Mazlan Abbas

Abstract:

Voice over Internet Protocol (VoIP) application or commonly known as softphone has been developing an increasingly large market in today-s telecommunication world and the trend is expected to continue with the enhancement of additional features. This includes leveraging on the existing presence services, location and contextual information to enable more ubiquitous and seamless communications. In this paper, we discuss the concept of seamless session transfer for real-time application such as VoIP and IPTV, and our prototype implementation of such concept on a selected open source VoIP application. The first part of this paper is about conducting performance evaluation and assessments across some commonly found open source VoIP applications that are Ekiga, Kphone, Linphone and Twinkle so as to identify one of them for implementing our design of seamless session transfer. Subjective testing has been carried out to evaluate the audio performance on these VoIP applications and rank them according to their Mean Opinion Score (MOS) results. The second part of this paper is to discuss on the performance evaluations of our prototype implementation of session transfer using Linphone.

Keywords: audio codec, softphone, session transfer.

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