Search results for: hierarchical cluster analysis

Authors: Hyoup-Sang Yoon

Abstract:

Video-on-demand (VOD) is designed by using content delivery networks (CDN) to minimize the overall operational cost and to maximize scalability. Estimation of the viewing pattern (i.e., the relationship between the number of viewings and the ranking of VOD contents) plays an important role in minimizing the total operational cost and maximizing the performance of the VOD systems. In this paper, we have analyzed a large body of commercial VOD viewing data and found that the viewing rank distribution fits well with the parabolic fractal distribution. The weighted linear model fitting function is used to estimate the parameters (coefficients) of the parabolic fractal distribution. This paper presents an analytical basis for designing an optimal hierarchical VOD contents distribution system in terms of its cost and performance.

Keywords: VOD, CDN, parabolic fractal distribution, viewing rank, weighted linear model fitting

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Authors: Rizauddin Ramli, Jaber Abu Qudeiri, Hidehiko Yamamoto

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Nowadays the market for industrial companies is becoming more and more globalized and highly competitive, forcing them to shorten the duration of the manufacturing system development time in order to reduce the time to market. In order to achieve this target, the hierarchical systems used in previous manufacturing systems are not enough because they cannot deal effectively with unexpected situations. To achieve flexibility in manufacturing systems, the concept of an Autonomous Decentralized Flexible Manufacturing System (AD-FMS) is useful. In this paper, we introduce a hypothetical reasoning based algorithm called the Algorithm for Future Anticipative Reasoning (AFAR) which is able to decide on a conceivable next action of an Automated Guided Vehicle (AGV) that works autonomously in the AD-FMS.

Keywords: Flexible Manufacturing System, Automated GuidedVehicle, Hypothetical Reasoning, Autonomous Decentralized.

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Authors: Chia-Chen Wu, Chih-Fu Wu, Pey-Weng Lien, Kai-Chieh Lin

Abstract:

In the past, the most comprehensively adopted light source was incandescent light bulbs, but with the appearance of LED light sources, traditional light sources have been gradually replaced by LEDs because of its numerous superior characteristics. However, many of the standards do not apply to LEDs as the two light sources are characterized differently. This also intensifies the significance of studies on LEDs. As a Kansei design study investigating the visual glare produced by traffic arrows implemented with LEDs, this study conducted a semantic analysis on the styles of traffic arrows used in domestic and international occasions. The results will be able to reduce drivers’ misrecognition that results in the unsuccessful arrival at the destination, or in traffic accidents. This study started with a literature review and surveyed the status quo before conducting experiments that were divided in two parts. The first part involved a screening experiment of arrow samples, where cluster analysis was conducted to choose five representative samples of LED displays. The second part was a semantic experiment on the display of arrows using LEDs, where the five representative samples and the selected ten adjectives were incorporated. Analyzing the results with Quantification Theory Type I, it was found that among the composition of arrows, fletching was the most significant factor that influenced the adjectives. In contrast, a “no fletching” design was more abstract and vague. It lacked the ability to convey the intended message and might bear psychological negative connotation including “dangerous,” “forbidden,” and “unreliable.” The arrow design consisting of “> shaped fletching” was found to be more concrete and definite, showing positive connotation including “safe,” “cautious,” and “reliable.” When a stimulus was placed at a farther distance, the glare could be significantly reduced; moreover, the visual evaluation scores would be higher. On the contrary, if the fletching and the shaft had a similar proportion, looking at the stimuli caused higher evaluation at a closer distance. The above results will be able to be applied to the design of traffic arrows by conveying information definitely and rapidly. In addition, drivers’ safety could be enhanced by understanding the cause of glare and improving visual recognizability.

Keywords: LED, arrow, Kansei research, preferred imagery.

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Authors: Sana Ktata, Kaïs Ouni, Noureddine Ellouze

Abstract:

Electrocardiogram (ECG) data compression algorithm is needed that will reduce the amount of data to be transmitted, stored and analyzed, but without losing the clinical information content. A wavelet ECG data codec based on the Set Partitioning In Hierarchical Trees (SPIHT) compression algorithm is proposed in this paper. The SPIHT algorithm has achieved notable success in still image coding. We modified the algorithm for the one-dimensional (1-D) case and applied it to compression of ECG data. By this compression method, small percent root mean square difference (PRD) and high compression ratio with low implementation complexity are achieved. Experiments on selected records from the MIT-BIH arrhythmia database revealed that the proposed codec is significantly more efficient in compression and in computation than previously proposed ECG compression schemes. Compression ratios of up to 48:1 for ECG signals lead to acceptable results for visual inspection.

Keywords: Discrete Wavelet Transform, ECG compression, SPIHT.

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Authors: Aboagela Dogman, Reza Saatchi, Samir Al-Khayatt

Abstract:

In this study, a network quality of service (QoS) evaluation system was proposed. The system used a combination of fuzzy C-means (FCM) and regression model to analyse and assess the QoS in a simulated network. Network QoS parameters of multimedia applications were intelligently analysed by FCM clustering algorithm. The QoS parameters for each FCM cluster centre were then inputted to a regression model in order to quantify the overall QoS. The proposed QoS evaluation system provided valuable information about the network-s QoS patterns and based on this information, the overall network-s QoS was effectively quantified.

Keywords: Fuzzy C-means; regression model, network quality of service

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Authors: Iman Badr

Abstract:

The concept of flexible manufacturing is highly appealing in gaining a competitive edge in the market by quickly adapting to the changing customer needs. Scheduling jobs on flexible manufacturing systems (FMSs) is a challenging task of managing the available flexibility on the shop floor to react to the dynamics of the environment in real-time. In this paper, an agent-oriented scheduling framework that can be integrated with a real or a simulated FMS is proposed. This framework works in stochastic environments with a dynamic model of job arrival. It supports a hierarchical cooperative scheduling that builds on the available flexibility of the shop floor. Testing the framework on a model of a real FMS showed the capability of the proposed approach to overcome the drawbacks of the conventional approaches and maintain a near optimal solution despite the dynamics of the operational environment.

Keywords: Autonomous agents, Flexible manufacturing systems(FMS), Manufacturing scheduling, Real-time systems.

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Authors: Hamid Barati, Ali Movaghar, Ali Barati, Arash Azizi Mazreah

Abstract:

The special constraints of sensor networks impose a number of technical challenges for employing them. In this review, we study the issues and existing protocols in three areas: coverage and routing. We present two types of coverage problems: to determine the minimum number of sensor nodes that need to perform active sensing in order to monitor a certain area; and to decide the quality of service that can be provided by a given sensor network. While most routing protocols in sensor networks are data-centric, there are other types of routing protocols as well, such as hierarchical, location-based, and QoS-aware. We describe and compare several protocols in each group. We present several multipath routing protocols and single-path with local repair routing protocols, which are proposed for recovering from sensor node crashes. We also discuss some transport layer schemes for reliable data transmission in lossy wireless channels.

Keywords: Sensor networks, Coverage, Routing, Robustness.

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Authors: Chih-Wei Hsieh, Chau-Yi Chou, Sheng-HsiuKuo, Tsung-Che Tsai, I-Chen Wu

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This paper presents the benchmarking results and performance evaluation of differentclustersbuilt atthe National Center for High-Performance Computingin Taiwan. Performance of processor, memory subsystem andinterconnect is a critical factor in the overall performance of high performance computing platforms. The evaluation compares different system architecture and software platforms. Most supercomputer used HPL to benchmark their system performance, in accordance with the requirement of the TOP500 List. In this paper we consider system memory access factors that affect benchmark performance, such as processor and memory performance.We hope these works will provide useful information for future development and construct cluster system.

Keywords: Performance Evaluation, Benchmarking and High-Performance Computing

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Authors: Fayez Mostafa Alhamoui, Adnan Hadi Mahdi Al- Helali

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The main issue in designing a wireless sensor network (WSN) is the finding of a proper routing protocol that complies with the several requirements of high reliability, short latency, scalability, low power consumption, and many others. This paper proposes a novel routing algorithm that complies with these design requirements. The new routing protocol divides the WSN into several subnetworks and each sub-network is divided into several clusters. This division is designed to reduce the number of radio transmission and hence decreases the power consumption. The network division may be changed dynamically to adapt with the network changes and allows the realization of the design requirements.

Keywords: Wireless sensor networks, routing protocols, ad hoc topology, cluster, sub-network, WSN design requirements.

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Authors: Seema Chopra, R. Mitra, Vijay Kumar

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A neurofuzzy approach for a given set of input-output training data is proposed in two phases. Firstly, the data set is partitioned automatically into a set of clusters. Then a fuzzy if-then rule is extracted from each cluster to form a fuzzy rule base. Secondly, a fuzzy neural network is constructed accordingly and parameters are tuned to increase the precision of the fuzzy rule base. This network is able to learn and optimize the rule base of a Sugeno like Fuzzy inference system using Hybrid learning algorithm, which combines gradient descent, and least mean square algorithm. This proposed neurofuzzy system has the advantage of determining the number of rules automatically and also reduce the number of rules, decrease computational time, learns faster and consumes less memory. The authors also investigate that how neurofuzzy techniques can be applied in the area of control theory to design a fuzzy controller for linear and nonlinear dynamic systems modelling from a set of input/output data. The simulation analysis on a wide range of processes, to identify nonlinear components on-linely in a control system and a benchmark problem involving the prediction of a chaotic time series is carried out. Furthermore, the well-known examples of linear and nonlinear systems are also simulated under the Matlab/Simulink environment. The above combination is also illustrated in modeling the relationship between automobile trips and demographic factors.

Keywords: Fuzzy control, neuro-fuzzy techniques, fuzzy subtractive clustering, extraction of rules, and optimization of membership functions.

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Authors: Chen Wu, Xiaohua Hu

Abstract:

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

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

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Authors: Yee Ling Boo, Damminda Alahakoon

Abstract:

Biologically human brain processes information in both unimodal and multimodal approaches. In fact, information is progressively abstracted and seamlessly fused. Subsequently, the fusion of multimodal inputs allows a holistic understanding of a problem. The proliferation of technology has exponentially produced various sources of data, which could be likened to being the state of multimodality in human brain. Therefore, this is an inspiration to develop a methodology for exploring multimodal data and further identifying multi-view patterns. Specifically, we propose a brain inspired conceptual model that allows exploration and identification of patterns at different levels of granularity, different types of hierarchies and different types of modalities. A structurally adaptive neural network is deployed to implement the proposed model. Furthermore, the acquisition of multi-view patterns with the proposed model is demonstrated and discussed with some experimental results.

Keywords: Multimodal, Granularity, Hierarchical Clustering, Growing Self Organising Maps, Data Mining

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Authors: El-Said Badr, Mahmoud Moussa, Konstantinos Paparrizos, Nikolaos Samaras, Angelo Sifaleras

Abstract:

There are two major variants of the Simplex Algorithm: the revised method and the standard, or tableau method. Today, all serious implementations are based on the revised method because it is more efficient for sparse linear programming problems. Moreover, there are a number of applications that lead to dense linear problems so our aim in this paper is to present some computational results on parallel implementation of dense Simplex Method. Our implementation is implemented on a SMP cluster using C programming language and the Message Passing Interface MPI. Preliminary computational results on randomly generated dense linear programs support our results.

Keywords: Linear Programming, MPI, Parallel Implementation, Simplex Algorithm.

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Authors: Seongmin Yim, Hyun-Kyu Kang

Abstract:

As a part of evaluation system for R&D program, the Korean government has applied feasibility analysis since 2008. Various professionals put forth a great effort in order to catch up the high degree of freedom of R&D programs, and make contributions to evolving the feasibility analysis. We analyze diverse R&D programs from various viewpoints, such as technology, policy, and Economics, integrate the separate analysis, and finally arrive at a definite result; whether a program is feasible or unfeasible. This paper describes the concept and method of the feasibility analysis as a decision making tool. The analysis unit and content of each criterion, which are key elements in a comprehensive decision making structure, are examined

Keywords: Decision Making of New Government R&D Program, Feasibility Analysis Study

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Authors: Perapong Vichitkraivin, Orachat Chitsobhuk

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In this paper, an improvement of PDLZW implementation with a new dictionary updating technique is proposed. A unique dictionary is partitioned into hierarchical variable word-width dictionaries. This allows us to search through dictionaries in parallel. Moreover, the barrel shifter is adopted for loading a new input string into the shift register in order to achieve a faster speed. However, the original PDLZW uses a simple FIFO update strategy, which is not efficient. Therefore, a new window based updating technique is implemented to better classify the difference in how often each particular address in the window is referred. The freezing policy is applied to the address most often referred, which would not be updated until all the other addresses in the window have the same priority. This guarantees that the more often referred addresses would not be updated until their time comes. This updating policy leads to an improvement on the compression efficiency of the proposed algorithm while still keep the architecture low complexity and easy to implement.

Keywords: lossless data compression, LZW algorithm, PDLZW algorithm, WSC and dictionary update.

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Authors: Ramesh K. Sunkaria

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The linear methods of heart rate variability analysis such as non-parametric (e.g. fast Fourier transform analysis) and parametric methods (e.g. autoregressive modeling) has become an established non-invasive tool for marking the cardiac health, but their sensitivity and specificity were found to be lower than expected with positive predictive value <30%. This may be due to considering the RR-interval series as stationary and re-sampling them prior to their use for analysis, whereas actually it is not. This paper reviews the non-linear methods of HRV analysis such as correlation dimension, largest Lyupnov exponent, power law slope, fractal analysis, detrended fluctuation analysis, complexity measure etc. which are currently becoming popular as these uses the actual RR-interval series. These methods are expected to highly accurate cardiac health prognosis.

Keywords: chaos, nonlinear dynamics, sample entropy, approximate entropy, detrended fluctuation analysis.

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Authors: Khin Thanda Soe

Abstract:

A model to identify the lifetime of target tracking wireless sensor network is proposed. The model is a static clusterbased architecture and aims to provide two factors. First, it is to increase the lifetime of target tracking wireless sensor network. Secondly, it is to enable good localization result with low energy consumption for each sensor in the network. The model consists of heterogeneous sensors and each sensing member node in a cluster uses two operation modes–active mode and sleep mode. The performance results illustrate that the proposed architecture consumes less energy and increases lifetime than centralized and dynamic clustering architectures, for target tracking sensor network.

Keywords: Network lifetime, Target Localization, TargetTracking, Wireless Sensor Networks.

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Authors: Binu Thomas, Raju G., Sonam Wangmo

Abstract:

In Data mining, Fuzzy clustering algorithms have demonstrated advantage over crisp clustering algorithms in dealing with the challenges posed by large collections of vague and uncertain natural data. This paper reviews concept of fuzzy logic and fuzzy clustering. The classical fuzzy c-means algorithm is presented and its limitations are highlighted. Based on the study of the fuzzy c-means algorithm and its extensions, we propose a modification to the cmeans algorithm to overcome the limitations of it in calculating the new cluster centers and in finding the membership values with natural data. The efficiency of the new modified method is demonstrated on real data collected for Bhutan-s Gross National Happiness (GNH) program.

Keywords: Adaptive fuzzy clustering, clustering, fuzzy logic, fuzzy clustering, c-means.

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Authors: Neveen I. Ghali, Nahed El-Dessouki, Mervat A. N., Lamiaa Bakrawi

Abstract:

In this paper we use exponential particle swarm optimization (EPSO) to cluster data. Then we compare between (EPSO) clustering algorithm which depends on exponential variation for the inertia weight and particle swarm optimization (PSO) clustering algorithm which depends on linear inertia weight. This comparison is evaluated on five data sets. The experimental results show that EPSO clustering algorithm increases the possibility to find the optimal positions as it decrease the number of failure. Also show that (EPSO) clustering algorithm has a smaller quantization error than (PSO) clustering algorithm, i.e. (EPSO) clustering algorithm more accurate than (PSO) clustering algorithm.

Keywords: Particle swarm optimization, data clustering, exponential PSO.

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Authors: Jaechun No

Abstract:

As data to be stored in storage subsystems tremendously increases, data protection techniques have become more important than ever, to provide data availability and reliability. In this paper, we present the file system-based data protection (WOWSnap) that has been implemented using WORM (Write-Once-Read-Many) scheme. In the WOWSnap, once WORM files have been created, only the privileged read requests to them are allowed to protect data against any intentional/accidental intrusions. Furthermore, all WORM files are related to their protection cycle that is a time period during which WORM files should securely be protected. Once their protection cycle is expired, the WORM files are automatically moved to the general-purpose data section without any user interference. This prevents the WORM data section from being consumed by unnecessary files. We evaluated the performance of WOWSnap on Linux cluster.

Keywords: Data protection, Protection cycle, WORM

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Authors: Norwati Mustapha, Manijeh Jalali, Abolghasem Bozorgniya, Mehrdad Jalali

Abstract:

Web usage mining algorithms have been widely utilized for modeling user web navigation behavior. In this study we advance a model for mining of user-s navigation pattern. The model makes user model based on expectation-maximization (EM) algorithm.An EM algorithm is used in statistics for finding maximum likelihood estimates of parameters in probabilistic models, where the model depends on unobserved latent variables. The experimental results represent that by decreasing the number of clusters, the log likelihood converges toward lower values and probability of the largest cluster will be decreased while the number of the clusters increases in each treatment.

Keywords: Web Usage Mining, Expectation maximization, navigation pattern mining.

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Authors: Assad Maalouf, Lunjin Lu, James Lynott

Abstract:

We present a taint analysis that can automatically detect when string operations result in a string that is free of taints, where all the tainted patterns have been removed. This is an improvement on the conservative behavior of previous taint analyzers, where a string operation on a tainted string always leads to a tainted string unless the operation is manually marked as a sanitizer. The taint analysis is built on top of a string analysis that uses finite state automata to approximate the sets of values that string variables can take during the execution of a program. The proposed approach has been implemented as an extension of FlowDroid and experimental results show that the resulting taint analyzer is much more precise than the original FlowDroid.

Keywords: Android, static analysis, string analysis, taint analysis.

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Authors: Hassan Masoumi, Rashed Alavi

Abstract:

Wheat is one of the strategic crops in Iran, on which the household food basket is highly dependent. Although this crop is cultivated and produced in almost all provinces of the country, its production efficiency is lower than the global and regional averages due to the lack of optimal use of allocated resources. In this research, which was carried out with a documentary and library method, first, the total and partial productivity indices of irrigated wheat production were calculated in large, medium and small exploitation scales in different provinces of the country, and then the provinces were clustered in terms of these indices. The results showed that the total productivity of production factors had a direct correlation with the scale of exploitation, so that with the increase in the size of exploitations, the total productivity index increased. On the scale of small exploitations, North Khorasan, Zanjan, Chaharmahal and Bakhtiari Province, on a medium scale, Chaharmahal and Bakhtiari Province and on the scale of large exploitations, Zanjan, Chaharmahal and Bakhtiari provinces, Kohkiloyeh and Boyer Ahmad and North Khorasan, with better use of production resources compared to other provinces, were placed in the best cluster in terms of total productivity index. The high total productivity index in Zanjan, Chaharmahal and Bakhtiari Province is related to the higher productivity of factors such as mechanization and land in these provinces. Finally, the methods of using these factors in productive provinces, along with technical and specialized regional guidelines, can facilitate the improvement of productivity in less productive provinces.

Keywords: Clustering, Irrigated wheat, Iran, total productivity.

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Authors: Z. Zainuddin, W. K. Lye

Abstract:

In this paper, a clustering algorithm named KHarmonic means (KHM) was employed in the training of Radial Basis Function Networks (RBFNs). KHM organized the data in clusters and determined the centres of the basis function. The popular clustering algorithms, namely K-means (KM) and Fuzzy c-means (FCM), are highly dependent on the initial identification of elements that represent the cluster well. In KHM, the problem can be avoided. This leads to improvement in the classification performance when compared to other clustering algorithms. A comparison of the classification accuracy was performed between KM, FCM and KHM. The classification performance is based on the benchmark data sets: Iris Plant, Diabetes and Breast Cancer. RBFN training with the KHM algorithm shows better accuracy in classification problem.

Keywords: Neural networks, Radial basis functions, Clusteringmethod, K-harmonic means.

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Authors: Abhijit Mitra

Abstract:

An effective approach for extracting document images from a noisy background is introduced. The entire scheme is divided into three sub- stechniques – the initial preprocessing operations for noise cluster tightening, introduction of a new thresholding method by maximizing the ratio of stan- dard deviations of the combined effect on the image to the sum of weighted classes and finally the image restoration phase by image binarization utiliz- ing the proposed optimum threshold level. The proposed method is found to be efficient compared to the existing schemes in terms of computational complexity as well as speed with better noise rejection.

Keywords: Document image extraction, Preprocessing, Ratio of stan-dard deviations, Bi-level adaptive thresholding.

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Authors: Md. Emaj Uddin

Abstract:

Family structure that is culturally constructed in every society is the basic unit of social structure. Purpose of the study was to compare family structure, including marriage, residence, family size, type, role sharing, authority, and communication patterns between Muslim and Santal communities in rural Bangladesh. For this we assumed that family structure with the elements was significantly different between the two communities in rural Bangladesh. In so doing, 288 active couples (145 for Muslim and 143 for Santal) selected by cluster random sampling were intensively interviewed with a semi-structured questionnaire method. The results of Pearson Chi-Squire Test reveal that there were significant differences in the family structure followed by the two communities in the study area. Further cross-cultural study should be done on why family structure varies between the communities in Bangladesh.

Keywords: Bangladesh, Cross-Cultural Comparison, Family Structure, Muslim, Santal.

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Authors: Ahmad M. Awwad, Jehad Al-Sadi

Abstract:

The star network is one of the promising interconnection networks for future high speed parallel computers, it is expected to be one of the future-generation networks. The star network is both edge and vertex symmetry, it was shown to have many gorgeous topological proprieties also it is owns hierarchical structure framework. Although much of the research work has been done on this promising network in literature, it still suffers from having enough algorithms for load balancing problem. In this paper we try to work on this issue by investigating and proposing an efficient algorithm for load balancing problem for the star network. The proposed algorithm is called Star Clustered Dimension Exchange Method SCDEM to be implemented on the star network. The proposed algorithm is based on the Clustered Dimension Exchange Method (CDEM). The SCDEM algorithm is shown to be efficient in redistributing the load balancing as evenly as possible among all nodes of different factor networks.

Keywords: Interconnection networks, Load balancing, Star network.

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Authors: Kaltima Phichai, Pornchanoke Pragrobpondee, Thaweesak Khumpart, Samorn Hirunpraditkoon

Abstract:

The paper provides biomasses characteristics by proximate analysis (volatile matter, fixed carbon and ash) and ultimate analysis (carbon, hydrogen, nitrogen and oxygen) for the prediction of the heating value equations. The heating value estimation of various biomasses can be used as an energy evaluation. Thirteen types of biomass were studied. Proximate analysis was investigated by mass loss method and infrared moisture analyzer. Ultimate analysis was analyzed by CHNO analyzer. The heating values varied from 15 to 22.4MJ kg-1. Correlations of the calculated heating value with proximate and ultimate analyses were undertaken using multiple regression analysis and summarized into three and two equations, respectively. Correlations based on proximate analysis illustrated that deviation of calculated heating values from experimental heating values was higher than the correlations based on ultimate analysis.

Keywords: Heating value equation, Proximate analysis, Ultimate analysis.

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Authors: Ramazan Hasanzadeh, Leyla Vatandoust

Abstract:

This study examined the efficacy of motivation management training for students’ academic achievement and self-concept. The pretest–posttest quasi-experimental study used a cluster random sampling method to select subjects for the experimental (20 subjects) and control (20 subjects) groups. posttest was conducted with both groups to determine the effect of the training. An academic achievement and academic self-concept questionnaire (grade point average requirement) was used for the pretest and posttest. The results showed that the motivation management training increased academic self-concept and academic achievement.

Keywords: Motivation management, academic self-concept, academic achievement, students.

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Authors: Kohtaroh Miyamoto

Abstract:

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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