Search results for: Operational risks

Authors: Zehra Sultan

Abstract:

The study is based on the Task-based Language Teaching (TBLT) approach which is found to be very effective in the EFL/ESL classroom. This approach engages learners to acquire the usage of authentic language skills by interacting with the real world through a sequence of pedagogical tasks. The use of technology enhances the effectiveness of this approach. This study throws light on the historical background of TBLT, and its efficacy in the EFL /ESL classroom. In addition, this study precisely talks about the implementation of this approach in the General Foundation Program (GFP) of Muscat College, Oman. It furnishes the list of the pedagogical tasks embedded in the language curriculum of the GFP which are skillfully allied to the College graduate attributes. Moreover, the study also discusses the challenges pertaining to this approach from the point of view of teachers, students and its classroom application. Additionally, the operational success of this methodology is gauged through formative assessments of the GFP which is apparent in the students’ progress.

Keywords: Task-based language teaching, authentic language, communicative approach, real world activities, ESL/EFL activities.

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Authors: Xiaohui Zhao, Shahan Mafuz

Abstract:

Context-aware technologies provide system applications with the awareness of environmental conditions, customer behaviours, object movements, etc. Further, with such capability system applications can be smart to intelligently adapt their responses to the changing conditions. In regard to business operations, this promises businesses that their business processes can run more intelligently, adaptively and flexibly, and thereby either improve customer experience, enhance reliability of service delivery, or lower operational cost, to make the business more competitive and sustainable. Aiming at realising such context-aware business process management, this paper firstly explores its potential benefit, and then identifies some gaps between the current business process management support and the expected. In addition, some preliminary solutions are also discussed in regard to context definition, rule-based process execution, run-time process evolution, etc. A framework is also presented to give a conceptual architecture of context-aware business process management system to guide system implementation.

Keywords: Business process adaptation, business process evolution, business process modelling, and context awareness.

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Authors: Bashayi Obadiah, Barau Daniel

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One of the United Nations Millennium Development targets is to 'achieve significant improvement in lives of at least 100 million slum dwellers, by 2020'. To monitor progress on this target a first step is to develop an operational definition to identify slum settlements. The indicators selected are: access to water and sanitation, sufficient living area, a house with durable material on a non-hazardous location and with tenure security. This paper describes the techniques of identifying slums and applied the techniques in identifying slum in Lafia town. The methodology used was selection of one district in Lafia town for this study and the district was zoned into four units. The total of 10% sample size out of 2,482 households of 250 questionnaires was administered using systematic sampling method based on proportion of houses at each zones as 90, 70, 40 and 50 respectively. The result shows that the area is a second order degeneration that needs a major improvement. Recommendations were made in this regard for urgent intervention in improving or upgrading of housing and infrastructural facilities

Keywords: Urban slums, security, safety, degeneration, upgrading.

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Authors: Abdulkadir Abu Lawal

Abstract:

For the dearth of reliable cardinal numerical data, the linked phenomena in productivity indices such as operational costs and company turnovers, etc. could not be investigated. This would not give us insight to the root of productivity problems at unique sites. So, ordinal ranking by professionals who were most directly involved with construction sites was applied for Kendall’s concordance. Responses gathered from independent architects, builders/engineers, and quantity surveyors were herein analyzed. They were responses based on factors that affect sites productivity, and these factors were categorized as head office factors, resource management effectiveness factors, motivational factors, and training/skill development factors. It was found that productivity is low and has to be improved in order to facilitate Nigerian efforts in bridging its infrastructure deficit. The significance of this work is underlined with the Kendall’s coefficient of concordance of 0.78, while remedial measures must be emphasized to stimulate better productivity. Further detailed study can be undertaken by using Fuzzy logic analysis on wider Delphi survey.

Keywords: Factors, Kendall’s coefficient of concordance, magnitude of agreement, percentage magnitude of dichotomy, ranking variables.

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Authors: M. Aminu Sanda

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This paper explores competencies that managers of small firms in Ghana use to enhance operational flexibility towards the attainment of higher productivity. This is because the requisite competence required of such managers to be effective performers continues to be a challenge. Data was collected from managers of three hundred small firms using a standardized self-completion questionnaire and analyzed using the Amos-based structural equation model approach. Findings from factor and confirmatory factor analyses showed that the only competence exhibited by managers toward effective performance is realistic practices evident at the workplace. It is concluded that a manager’s self-confidence and involvement in areas that he/she is good at, and his/her possession of skills that enables performance at high capacity are indications of the manger’s effectiveness. The study outcome provides a knowledge base helpful to policy-makers, especially in Ghana, in determining the requisite managerial competences required by small firm managers for effective performance.

Keywords: Managerial competence, small firm, effective performance, developing economy, Ghana.

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Authors: Priyanka Sen, Kaibalya Prasad Panda, Soumyakanta Samantaray, Sreyasee Rout, Bishnupriya Biswal

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Deregulation in the power system industry and the invention of new technologies for producing electrical energy has led to innovations in power system planning. Distributed generation (DG) is one of the most attractive technologies that bring different kinds of advantages to a lot of entities, engaged in power systems. In this paper, a model for considering DGs in the power system planning problem is presented. Dynamic power system planning for reduction of maintenance and operational cost is presented in this paper. In addition to that, a modified particle swarm optimization (PSO) is used to find the optimal topology solution. Voltage Profile Improvement Index (VPII) and Line Loss Reduction Index (LLRI) are taken as benefit index of employing DG. The effectiveness of this method is demonstrated through examination of IEEE 30 bus test system.

Keywords: Distributed generation, line loss reduction index, particle swarm optimization, power system, voltage profile improvement index.

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Authors: N.M. Museisi

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This is a cross-cultural study that determines South African multinational enterprises (MNEs) entry strategies as they invest in Africa. An integrated theoretical framework comprising the transaction cost theory, Uppsala model, eclectic paradigm and the distance framework was adopted. A sample of 40 South African MNEs with 415 existing FDI entries in Africa was drawn. Using an ordered logistic regression model, the impact of culture on the choice of degree of control by South African MNEs in Africa was determined. Cultural distance was one of significant factors that influenced South African MNEs- choice of degree of control. Furthermore, South African MNEs are risk averse in all countries in Africa but minimize the risks differently across sectors. Service sectors chooses to own their subsidiaries 100% and avoid dealing with the locals while manufacturing, resources and construction choose to have a local partner to share the risk.

Keywords: Cross-cultural, emerging MNEs, entry strategies, internationalization.

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Authors: V. Iakovoglou, G. N. Zaimes, M. P. Arraiza Bermúdez-Cañete, J. L. García, M. C. Giménez, C. Calderón- Guerrero, F. Ioras, I. Abrudan

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A new fast growing trend in tourism is ecotourism, in which tourists visit natural ecosystems under low impact, nonconsumptive and locally oriented activities. Through these activities species and habitats are maintained and typically, underdeveloped regions are emphasized. Ecotourism provides a great alternative, especially for rural and undeveloped area. At the same time, despite its many benefits, it also poses many risks for the naturally protected areas. If ecotourism is practiced improperly degradation and irreversible damages could be the unwanted result. In addition, the lack of MSc programs in the field of Ecotourism in Europe makes it a necessity to be developed. Such an MSc program is being implemented with the lead partner the Technical University of Madrid. The entire partnership has six Universities, seven SMEs and one National Park from seven different countries all over Europe. The MSc will have 10 educational modules that will be available online and will prepare professionals that will be able to implement ecotourism in a sustainable way. Only through awareness and education a sustainable ecotourism will be achieved in the protected areas of Europe.

Keywords: Sustainability, MSc program, protected areas, Erasmus.

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Authors: M. Fette, J. P. Wulfsberg, A. Herrmann, R.-H. Ladstaetter

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Lightweight design represents an important key to successful implementation of energy-saving, fuel-efficient and environmentally friendly means of transport in the aerospace and automotive industry. In this context the use of carbon fibre reinforced plastics (CFRP) which are distinguished by their outstanding mechanical properties at relatively low weight, promise significant improvements. Due to the reduction of the total mass, with the resulting lowered fuel or energy consumption and CO2 emissions during the operational phase, commercial aircraft will increasingly be made of CFRP. An auspicious technology for the efficient and economic production of high performance thermoset composites and hybrid structures for future lightweight applications is the combination of carbon fibre sheet moulding compound, tailored continuous carbon fibre reinforcements and metallic components in a one-shot pressing and curing process. This paper deals with a hybrid composite technology for aerospace industries, which was developed with the help of a special innovation and development system.

Keywords: Composite, development, hybrid, innovation, system.

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Authors: Bhausaheb L. Pangarkar, M.G. Sane

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Membrane distillation (MD) is a rising technology for seawater or brine desalination process. In this work, an air gap membrane distillation (AGMD) performance was investigated for aqueous NaCl solution along with natural ground water and seawater. In order to enhance the performance of the AGMD process in desalination, that is, to get more flux, it is necessary to study the effect of operating parameters on the yield of distillate water. The influence of operational parameters such as feed flow rate, feed temperature, feed salt concentration, coolant temperature and air gap thickness on the membrane distillation (MD) permeation flux have been investigated for low and high salt solution. the natural application of ground water and seawater over 90 h continuous operation, scale deposits observed on the membrane surface and reduction in flux represents 23% for ground water and 60% for seawater, in 90 h. This reduction was eliminated (less than 14 %) by acidification of feed water. Hence, promote the research attention in apply of AGMD for the ground water as well as seawater desalination over today-s conventional RO operation.

Keywords: MD, ground water, seawater, AGMD.

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Authors: Aniruddha Bhattacharya, Pranab Kumar Chattopadhyay

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Optimal reactive power flow is an optimization problem with one or more objective of minimizing the active power losses for fixed generation schedule. The control variables are generator bus voltages, transformer tap settings and reactive power output of the compensating devices placed on different bus bars. Biogeography- Based Optimization (BBO) technique has been applied to solve different kinds of optimal reactive power flow problems subject to operational constraints like power balance constraint, line flow and bus voltages limits etc. BBO searches for the global optimum mainly through two steps: Migration and Mutation. In the present work, BBO has been applied to solve the optimal reactive power flow problems on IEEE 30-bus and standard IEEE 57-bus power systems for minimization of active power loss. The superiority of the proposed method has been demonstrated. Considering the quality of the solution obtained, the proposed method seems to be a promising one for solving these problems.

Keywords: Active Power Loss, Biogeography-Based Optimization, Migration, Mutation, Optimal Reactive Power Flow.

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Authors: Hasimah Sapiri, Anton Abdulbasah Kamil, Razman Mat Tahar, Hanafi Tumin

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Salary risk and demographic risk have been identified as main risks in analyzing pension expenditure particularly in Defined Benefit pension plan. Therefore, public pension plan in Malaysia is studied to analyze pension expenditure due to salary and demographic risk. Through the literature review and interview session with several officers in public sector, factors affecting pension expenditure are determined. Then, the inter-relationships between these factors are analyzed through causal loop diagram. The System Dynamics model is later developed using iThink software to show how demographic and salary changes affect the pension expenditure. Then, by using actual data, the impact of different policy scenarios on pension expenditure is analyzed. It is shown that dynamics simulation model of pension expenditure is useful to evaluate the impact of changes and policy decisions on risk particularly involving demographic and salary risk.

Keywords: Demographic and Salary risk, Pension Expenditure, Public Policy, System Dynamics.

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Authors: Saumyaranjan Sahoo, Sudhir Yadav

Abstract:

Indian manufacturing firms operating in rapidly changing and highly competitive market, over the last few decades, have embraced organization-wide transformation to achieve cultural and operational excellence. In recent years, numerous approaches have been proposed to improve business and manufacturing performance. Lean practices in particular, Total Productive Management (TPM) and Total Quality Management (TQM) have received considerable attention, as they being adopted and adapted for raising the performance standard of Indian manufacturing firms to world class levels. The complementary nature of TPM and TQM is being practiced in many companies to achieve synergy. Specifically, this research investigates whether joint TPM-TQM implementation contribute to higher business performance when compared to individual implementation. Data from 160 manufacturing firms were analyzed that demonstrate synergetic implementation of both TPM-TQM practices over a reasonable period of time, contributed in delivering better business performance as compared to individual implementation strategy.

Keywords: Total productive management, total quality management, Indian manufacturing firms, business performance.

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Authors: Hassan Haghighi, Seyedeh Zahra Hosseini, Seyedeh Elahe Jalambadani

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One of the most important aspects expected from an ERP system is to mange user\administrator manual documents dynamically. Since an ERP package is frequently changed during its implementation in customer sites, it is often needed to add new documents and/or apply required changes to existing documents in order to cover new or changed capabilities. The worse is that since these changes occur continuously, the corresponding documents should be updated dynamically; otherwise, implementing the ERP package in the organization encounters serious risks. In this paper, we propose a new architecture which is based on the agent oriented vision and supplies the dynamic document generation expected from ERP systems using several independent but cooperative agents. Beside the dynamic document generation which is the main issue of this paper, the presented architecture will address some aspects of intelligence and learning capabilities existing in ERP.

Keywords: enterprise resource planning, dynamic documentgeneration, software architecture, agent oriented architecture, learning, intelligence

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Authors: Sultan Daud, John P. Forth, Nikolaos Nikitas

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The current study aims to highlight the loading characteristics impact on the time evolution (focusing particularly on long term effects) of the deformation of realized reinforced concrete beams. Namely the tension stiffening code provisions (i.e. within Eurocode 2) are reviewed with a clear intention to reassess their operational value and predicting capacity. In what follows the experimental programme adopted along with some preliminary findings and numerical modeling attempts are presented. For a range of long slender reinforced concrete simply supported beams (4200 mm) constant static sustained and repeated cyclic loadings were applied mapping the time evolution of deformation. All experiments were carried out at the Heavy Structures Lab of the University of Leeds. During tests the mid-span deflection, creep coefficient and shrinkage strains were monitored for duration of 90 days. The obtained results are set against the values predicted by Eurocode 2 and the tools within an FE commercial package (i.e. Midas FEA) to yield that existing knowledge and practise is at times over-conservative.

Keywords: Eurocode2, midas fea, repeated, sustained loading.

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Authors: Jatindra N. Bhakta, Yukihiro Munekage

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The present study attempted to improve the Mercury (Hg) sorption capacity of kanuma volcanic ash soil (KVAS) by impregnating the cupper (Cu). Impregnation was executed by 1 and 5% Cu powder and sorption characterization of optimum Hg removing Cu impregnated KVAS was performed under different operational conditions, contact time, solution pH, sorbent dosage and Hg concentration using the batch operation studies. The 1% Cu impregnated KVAS pronounced optimum improvement (79%) in removing Hg from water compare to control. The present investigation determined the equilibrium state of maximum Hg adsorption at 6 h contact period. The adsorption revealed a pH dependent response and pH 3.5 showed maximum sorption capacity of Hg. Freundlich isotherm model is well fitted with the experimental data than that of Langmuir isotherm. It can be concluded that the Cu impregnation improves the Hg sorption capacity of KVAS and 1% Cu impregnated KVAS could be employed as cost-effective adsorbent media for treating Hg contaminated water.

Keywords: Cupper, impregnation, isotherm, kanuma volcanic ash soil, mercury, sorption

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Authors: Petr Teply

Abstract:

The New Basel Capital Accord (Basel II) influences how financial institutions around the world, and especially European Union institutions, determine the amount of capital to reserve. However, as the recent global crisis has shown, the revision of Basel II is needed to reflect current trends, such as increased volatility and correlation, in the world financial markets. The overall objective of Basel II is to increase the safety and soundness of the international financial system. Basel II builds on three main pillars: Pillar I deals with the minimum capital requirements for credit, market and operational risk, Pillar II focuses on the supervisory review process and finally Pillar III promotes market discipline through enhanced disclosure requirements for banks. The aim of this paper is to provide the historical background, key features and impact of Basel II on financial markets. Moreover, we discuss new proposals for international bank regulation (sometimes referred to as Basel III) which include requirements for higher quality, constituency and transparency of banks' capital and risk management, regulation of OTC markets and introduction of new liquidity standards for internationally active banks.

Keywords: Basel II, Basel III, risk management, bank regulation

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Authors: Megumi Shibuya, Tomohiko Ogishi

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Recently, content delivery services have grown rapidly over the Internet. For ASPs (Application Service Provider) providing content delivery services, P2P architecture is beneficial to reduce outgoing traffic from content servers. On the other hand, ISPs are suffering from the increase in P2P traffic. The P2P traffic is unnecessarily redundant because the same content or the same fractions of content are transferred through an inter-ISP link several times. Subscriber ISPs have to pay a transit fee to upstream ISPs based on the volume of inter-ISP traffic. In order to solve such problems, several works have been done for the purpose of P2P traffic reduction. However, these existing works cannot control the traffic volume of a certain link. In order to solve such an ISP-s operational requirement, we propose a method to control traffic volume for a link within a preconfigured upper bound value. We evaluated that the proposed method works well by conducting a simulation on a 1,000-user scale. We confirm that the traffic volume could be controlled at a lower level than the upper bound for all evaluated conditions. Moreover, our method could control the traffic volume at 98.95% link usage against the target value.

Keywords: P2P, traffic control, traffic localization, ALTO.

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Authors: P. Zamov, H. Spangenberg

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Presents a concept for a multidisciplinary process supporting effective task transitions between different technical domains during the architectural design stage. A system configuration challenge is the multifunctional driven increased solution space. As a consequence, more iteration is needed to find a global optimum, i.e. a compromise between involved disciplines without negative impact on development time. Since state of the art standards like ISO 15288 and VDI 2206 do not provide a detailed methodology on multidisciplinary design process, higher uncertainties regarding final specifications arise. This leads to the need of more detailed and standardized concepts or processes which could mitigate risks. The performed work is based on analysis of multidisciplinary interaction, of modeling and simulation techniques. To demonstrate and prove the applicability of the presented concept, it is applied to the design of aircraft high lift systems, in the context of the engineering disciplines kinematics, actuation, monitoring, installation and structure design.

Keywords: Systems engineering, multidisciplinary, architectural design, high lift system.

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Authors: Lari Kela

Abstract:

An adaptive Helmholtz resonator was designed and adapted to hydraulics. The resonator was controlled by open- and closed-loop controls so that 20 dB attenuation of the peak-to-peak value of the pulsating pressure was maintained. The closed-loop control was noted to be better, albeit it was slower because of its low pressure and temperature variation, which caused variation in the effective bulk modulus of the hydraulic system. Low-pressure hydraulics contains air, which affects the stiffness of the hydraulics, and temperature variation changes the viscosity of the oil. Thus, an open-loop control loses its efficiency if a condition such as temperature or the amount of air changes after calibration. The instability of the low-pressure hydraulic system reduced the operational frequency range of the Helmholtz resonator when compared with the results of an analytical model. Different dampers for hydraulics are presented. Then analytical models of a hydraulic pipe and a hydraulic pipe with a Helmholtz resonator are presented. The analytical models are based on the wave equation of sound pressure. Finally, control methods and the results of experiments are presented.

Keywords: adaptive, damper, hydraulics, pressure, pulsating

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Authors: Jandot Aurélia

Abstract:

As the nuclear power is a sensitive field leading to controversy, the quality of the communication about it is important. Between 1965 and 1981, in France, this one had gradually changed. This change is studied here in the main French news magazine L’Express, in connection with several parameters. As this represents a huge number of copies and occurrences, thus a considerable amount of information; this paper is focused on the main articles as well as the main “mental images”. These ones are important, as their aim is to direct the thought of the readers, and as they have led the public awareness to evolve. Over this 17 years, two trends are in confrontation: The first one is promoting the perception of the nuclear power, while the second one is discrediting it. These trends are organized in two axes: the evolution of engineering, and the risks. In both cases, the changes in the language allow discerning the deepest intentions of the magazine editing, over a period when the nuclear technology, to there a laboratory object accompanied with mystery and secret, has become a social issue seemingly open to all.

Keywords: French news magazine, mental images, nuclear power, public awareness.

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Authors: S. Sendhilkumar, N. Mohanasundaram, M. Senthilkumar, S. N. Sivanandam

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The operational life of rotating machines has to be extended using a predictive condition maintenance tool. Among various condition monitoring techniques, vibration analysis is most widely used technique in industry. Signals are extracted for evaluating the condition of machine; further diagnostics is carried out with detected signals to extend the life of machine. With help of detected signals, further interpretations are done to predict the occurrence of defects. To study the problem of defects, a test rig with various possibilities of defects is constructed and experiments are performed considering the unbalanced condition. Further, this paper presents an approach for fault diagnosis of unbalance condition using Elman neural network and frequency-domain vibration analysis. Amplitudes with variation in acceleration are fed to Elman neural network to classify fault or no-fault condition. The Elman network is trained, validated and tested with experimental readings. Results illustrate the effectiveness of Elman network in rotor-bearing system.

Keywords: Elman neural network, fault detection, rotating machines, unbalance, vibration analysis.

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Authors: F. Demir

Abstract:

Innovation is highly critical for every company, especially for technology-based organizations looking to sustain their competitive advantage. However, this is not an easy task. Regardless of the size of the enterprise, market and location, all organizations face numerous challenges. Even though huge barriers to innovation exist in different countries, firm- and industry-specific challenges can be distinguished. This paper examines innovation strategies and obstacles to innovation in research and technology organizations (RTO) of Turkey. From the most important to the least, nine different challenges are ranked according the results of this survey. The findings reveal that to take the lead in innovation, financial constraint is the biggest challenge, which is consistent with the related literature. It ranked number one in this study. Beyond that, based on a sample of 40 RTOs, regional challenges such as underdeveloped regional innovation ecosystem plays a significant role in hampering innovation. Most of the organizations (55%) embrace an incremental approach to innovation, while only few pursue radical shifts. About 40% of the RTOs focus on product innovation, and 27.5% of them concentrate on technological innovation, while a very limited number aim for operational excellence and customer engagement as the focus of their strategic innovation efforts.

Keywords: Innovation strategies, innovation challenges, emerging economies, research and technology organizations.

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Authors: R. Rajendiran, S. Gayathri devi, B.T. SureshKumar, V. Arul Priya

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Plackett-Burman statistical screening of media constituents and operational conditions for extracellular lipase production from isolate Trichoderma viride has been carried out in submerged fermentation. This statistical design is used in the early stages of experimentation to screen out unimportant factors from a large number of possible factors. This design involves screening of up to 'n-1' variables in just 'n' number of experiments. Regression coefficients and t-values were calculated by subjecting the experimental data to statistical analysis using Minitab version 15. The effects of nine process variables were studied in twelve experimental trials. Maximum lipase activity of 7.83 μmol /ml /min was obtained in the 6th trail. Pareto chart illustrates the order of significance of the variables affecting the lipase production. The present study concludes that the most significant variables affecting lipase production were found to be palm oil, yeast extract, K2HPO4, MgSO4 and CaCl2.

Keywords: lipase, submerged fermentation, statistical optimization, Trichoderma viride

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Authors: Viviane S. Guimarães, Ícaro M. M. Brasil, Simara S. Campos, Roseli F. Gennari, Márcia R. P. Attie, Susana O. Souza.

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Uranium mining and processing in Brazil occur in a northeastern area near to Caetité-BA. Several Non-Governmental Organizations claim that uranium mining in this region is a pollutant causing health risks to the local population,but those in charge of the complex extraction and production of“yellow cake" for generating fuel to the nuclear power plants reject these allegations. This study aimed at identifying potential problems caused by mining to the population of Caetité. In this, work,the concentrations of 238U, 232Th and 40K radioisotopes in the teeth of the Caetité population were determined by ICP-MS. Teeth are used as bioindicators of incorporated radionuclides. Cumulative radiation doses in the skeleton were also determined. The concentration values were below 0.008 ppm, and annual effective dose due to radioisotopes are below to the reference values. Therefore, it is not possible to state that the mining process in Caetité increases pollution or radiation exposure in a meaningful way.

Keywords: bioindicators, radiation dose, radioisotopesincorporation, uranium.

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Authors: Paula Ferreira, Madalena Araújo, M.E.J. O’Kelly

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Combining energy efficiency with renewable energy sources constitutes a key strategy for a sustainable future. The wind power sector stands out as a fundamental element for the achievement of the European renewable objectives and Portugal is no exception to the increase of the wind energy for the electricity generation. This work proposes an optimization model for the long range electricity power planning in a system similar to the Portuguese one, where the expected impacts of the increasing installed wind power on the operating performance of thermal power plants are taken into account. The main results indicate that the increasing penetration of wind power in the electricity system will have significant effects on the combined cycle gas power plants operation and on the theoretically expected cost reduction and environmental gains. This research demonstrated the need to address the impact that energy sources with variable output may have, not only on the short-term operational planning, but especially on the medium to long range planning activities, in order to meet the strategic objectives for the energy sector.

Keywords: Wind power, electricity planning model, cost, emissions.

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Authors: H. Ashrafi, S. Ebrahimi, H. Kamalzadeh

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With the development of business competition, it is important for healthcare providers to improve their service qualities. In order to improve service quality of a clinic, four important dimensions are defined: tangibles, responsiveness, empathy, and reliability. Moreover, there are several service stages in hospitals such as financial screening and examination. One of the most challenging limitations for improving service quality is budget which impressively affects the service quality. In this paper, we present an approach to address budget uncertainty and provide guidelines for service resource allocation. In this paper, a service quality improvement approach is proposed which can be adopted to multistage service processes to improve service quality, while controlling the costs. A multi-objective function based on the importance of each area and dimension is defined to link operational variables to service quality dimensions. The results demonstrate that our approach is not ultra-conservative and it shows the actual condition very well. Moreover, it is shown that different strategies can affect the number of employees in different stages.

Keywords: Service quality assessment, healthcare resource allocation, robust optimization, budget uncertainty.

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Authors: Feng-Tsung Cheng, Shu-Li Wang, Mei-Fang Wu, Hui-Yu Chuang

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The rapid development technology and widespread Internet make business environment changing a lot. In order to stand in the global market and to keep subsistence, “changing” is unspoken rule for the company’s survival. The purpose of this paper is building up change model by using SWOT, strategy map, KPI and change management theory. The research findings indicate that the company needs to deal with employee’s resistance emotion firstly before building up change model. The ways of providing performance appraisal reward, consulting and counseling mechanisms that will great help to achieve reducing staff negative emotions and motivate staff’s efficiencies also. To revise strategy map, modify corporate culture, and improve internal operational processes which is based on change model. Through the change model, the increasing growth rate of net income helps company to achieve the goals and be a leading brand of precision machinery industry.

Keywords: Organizational change, SWOT analysis, strategy maps, performance indicators.

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Authors: Victoriano Valencia García, Luis Usero Aragonés, Eugenio J. Fernández Vicente

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Nowadays, the successful implementation of ICTs is vital for almost any kind of organization. Good governance and ICT management are essential for delivering value, managing technological risks, managing resources and performance measurement. In addition, outsourcing is a strategic IT service solution which complements IT services provided internally in organizations. This paper proposes the measurement tools of a new holistic maturity model based on standards ISO/IEC 20000 and ISO/IEC 38500, and the frameworks and best practices of ITIL and COBIT, with a specific focus on IT outsourcing. These measurement tools allow independent validation and practical application in the field of higher education, using a questionnaire, metrics tables, and continuous improvement plan tables as part of the measurement process. Guidelines and standards are proposed in the model for facilitating adaptation to universities and achieving excellence in the outsourcing of IT services.

Keywords: IT Governance, IT Management, IT Services, Maturity Model, Measurement Tools, Outsourcing.

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Authors: Frantisek Bozek, Alexandr Bozek, Eduard Bakos, Jiri Dvorak, Alena Bumbova, Lenka Jesonkova

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The case study deals with the semi-quantitative risk assessment of water resource earmarked for the emergency supply of population with drinking water. The risk analysis has been based on previously identified hazards/sensitivities of the elements of hydrogeological structure and technological equipment of ground water resource as well as on the assessment of the levels of hazard, sensitivity and criticality of individual resource elements in the form of point indexes. The following potential sources of hazard have been considered: natural disasters caused by atmospheric and geological changes, technological hazards, and environmental burdens. The risk analysis has proved that the assessed risks are acceptable and the water resource may be integrated into a crisis plan of a given region.

Keywords: Crisis, emergency, frequency, ground water, hazard, point index, risk, sensitivity, water supply.

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