Search results for: Legacy Information Systems

Authors: Isao Tomita

Abstract:

The principle of all-silicon Raman lasers for an output wavelength of 1.3 μm is presented, which employs quasi-phase-matched structures and resonators to enhance the output power. 1.3-μm laser beams for GE-PONs in FTTH systems generated from a silicon device are very important because such a silicon device can be monolithically integrated with the silicon planar lightwave circuits (Si PLCs) used in the GE-PONs. This reduces the device fabrication processes and time and also optical losses at the junctions between optical waveguides of the Si PLCs and Si laser devices when compared with 1.3-μm III-V semiconductor lasers set on the Si PLCs employed at present. We show that the quasi-phase-matched Si Raman laser with resonators can produce about 174 times larger laser power at 1.3 μm (at maximum) than that without resonators for a Si waveguide of Raman gain 20 cm/GW and optical loss 1.2 dB/cm, pumped at power 10 mW, where the length of the waveguide is 3 mm and its cross-section is (1.5 μm)2.

Keywords: All-silicon raman laser, FTTH, GE-PON, quasi-phase-matched structure, resonator.

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Authors: M. Anandhavalli Gauthaman

Abstract:

DNA microarrays allow the measurement of expression levels for a large number of genes, perhaps all genes of an organism, within a number of different experimental samples. It is very much important to extract biologically meaningful information from this huge amount of expression data to know the current state of the cell because most cellular processes are regulated by changes in gene expression. Association rule mining techniques are helpful to find association relationship between genes. Numerous association rule mining algorithms have been developed to analyze and associate this huge amount of gene expression data. This paper focuses on some of the popular association rule mining algorithms developed to analyze gene expression data.

Keywords: DNA microarray, gene expression, association rule mining.

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Authors: Mladen Dragičević, Mirjana Pejić Bach, Vanja Šimičević

Abstract:

The purpose of this paper is to develop models that would enable predicting student success. These models could improve allocation of students among colleges and optimize the newly introduced model of government subsidies for higher education. For the purpose of collecting data, an anonymous survey was carried out in the last year of undergraduate degree student population using random sampling method. Decision trees were created of which two have been chosen that were most successful in predicting student success based on two criteria: Grade Point Average (GPA) and time that a student needs to finish the undergraduate program (time-to-degree). Decision trees have been shown as a good method of classification student success and they could be even more improved by increasing survey sample and developing specialized decision trees for each type of college. These types of methods have a big potential for use in decision support systems.

Keywords: Data mining, knowledge discovery in databases, prediction models, student success.

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Authors: Jieh-Shian Young, Chan Wei Hsu

Abstract:

This paper mainly studies the analyses of parameters in the intersection collision avoidance (ICA) system based on the radar sensors. The parameters include the positioning errors, the repeat period of the radar sensor, the conditions of potential collisions of two cross-path vehicles, etc. The analyses of the parameters can provide the requirements, limitations, or specifications of this ICA system. In these analyses, the positioning errors will be increased as the measured vehicle approach the intersection. In addition, it is not necessary to implement the radar sensor in higher position since the positioning sensitivities become serious as the height of the radar sensor increases. A concept of the safety buffer distances for front and rear of the measured vehicle is also proposed. The conditions for potential collisions of two cross-path vehicles are also presented to facilitate the computation algorithm.

Keywords: Intersection Collision Avoidance (ICA), Positioning Errors, Radar Sensors, Sensitivity of Positioning.

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Authors: Yunyong Guo, Sudhakar Ganti, Bryan Guo

Abstract:

The rapid growth of telehealth Internet of Things (IoT) devices has raised concerns about energy consumption and efficient data processing. This paper presents an energy-efficient model that integrates telehealth IoT devices with a fog and cloud computing-based platform, offering a sustainable and robust solution to overcome these challenges. Our model employs fog computing as a localized data processing layer while leveraging cloud computing for resource-intensive tasks, significantly reducing energy consumption. We incorporate adaptive energy-saving strategies. Simulation analysis validates our approach's effectiveness in enhancing energy efficiency for telehealth IoT systems integrated with localized fog nodes and both private and public cloud infrastructures. Future research will focus on further optimization of the energy-saving model, exploring additional functional enhancements, and assessing its broader applicability in other healthcare and industry sectors.

Keywords: Energy-efficient, fog computing, IoT, telehealth.

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Authors: N. Sathitanon, S. Pullteap

Abstract:

An optical fiber Fabry-Perot interferometer (FFPI) is proposed and demonstrated for dynamic measurements in a mechanical vibrating target. A polishing metal with a low reflectance value adhered to a mechanical vibrator was excited via a function generator at various excitation frequencies. Output interference fringes were generated by modulating the reference and sensing signal at the output arm. A fringe-counting technique was used for interpreting the displacement information on the dedicated computer. The fiber interferometer has been found the capability of the displacement measurements of 1.28 μm – 96.01 μm. A commercial displacement sensor was employed as a reference sensor for investigating the measurement errors from the fiber sensor. A maximum percentage measurement error of approximately 1.59 % was obtained.

Keywords: Optical fiber sensors, dynamic displacement, fringe counting, reference displacement sensor.

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Authors: Lucian Munteanu

Abstract:

The move towards internationalization of accounting encountered a great boost, when in 2002 EU delegated the IASB to provide the accounting standards to be applied inside its frontiers. Among the incentives of the standardization of accounting on the international level, is the reduction of the cost of capital. Romania made the move towards IFRS before EU, when the country was not yet a member of it. Even if this made Romania a special case, it was scarcely approached. The leak of real data is usually the reason for avoiding. The novelty of this paper is that it offers an insight from the reality of Romanian companies and their view regarding the IFRS. The paper is based on a survey that the authors made among the companies listed on the first two tiers of the Bucharest Stock Exchange (BSE), which are basically, the most important companies in the country.

Keywords: Cost of capital, IFRS, information asymmetry, transparency.

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Authors: Yao-Hong Tsai

Abstract:

This paper presents a weighted approach to unconstrained iris recognition. In nowadays, commercial systems are usually characterized by strong acquisition constraints based on the subject’s cooperation. However, it is not always achievable for real scenarios in our daily life. Researchers have been focused on reducing these constraints and maintaining the performance of the system by new techniques at the same time. With large variation in the environment, there are two main improvements to develop the proposed iris recognition system. For solving extremely uneven lighting condition, statistic based illumination normalization is first used on eye region to increase the accuracy of iris feature. The detection of the iris image is based on Adaboost algorithm. Secondly, the weighted approach is designed by Gaussian functions according to the distance to the center of the iris. Furthermore, local binary pattern (LBP) histogram is then applied to texture classification with the weight. Experiment showed that the proposed system provided users a more flexible and feasible way to interact with the verification system through iris recognition.

Keywords: Authentication, iris recognition, Adaboost, local binary pattern.

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Authors: M. F. Haroun, T. A. Gulliver

Abstract:

In this paper, an encryption algorithm is proposed for real-time image encryption. The scheme employs a dual chaotic generator based on a three dimensional (3D) discrete Lorenz attractor. Encryption is achieved using non-autonomous modulation where the data is injected into the dynamics of the master chaotic generator. The second generator is used to permute the dynamics of the master generator using the same approach. Since the data stream can be regarded as a random source, the resulting permutations of the generator dynamics greatly increase the security of the transmitted signal. In addition, a technique is proposed to mitigate the error propagation due to the finite precision arithmetic of digital hardware. In particular, truncation and rounding errors are eliminated by employing an integer representation of the data which can easily be implemented. The simple hardware architecture of the algorithm makes it suitable for secure real-time applications.

Keywords: Chaotic systems, image encryption, 3D Lorenz attractor, non-autonomous modulation, FPGA.

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Authors: Jihad S. Daba, J. P. Dubois

Abstract:

Understanding the statistics of non-isotropic scattering multipath channels that fade randomly with respect to time, frequency, and space in a mobile environment is very crucial for the accurate detection of received signals in wireless and cellular communication systems. In this paper, we derive stochastic models for the probability density function (PDF) of the shift in the carrier frequency caused by the Doppler Effect on the received illuminating signal in the presence of a dominant line of sight. Our derivation is based on a generalized Clarke’s and a two-wave partially developed scattering models, where the statistical distribution of the frequency shift is shown to be consistent with the power spectral density of the Doppler shifted signal.

Keywords: Doppler shift, filtered Poisson process, generalized Clark’s model, non-isotropic scattering, partially developed scattering, Rician distribution.

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Authors: Dilek Özdemir, Gül Tekin Temur

Abstract:

In Supply Chain Management (SCM), strengthening partnerships with suppliers is a significant factor for enhancing competitiveness. Hence, firms increasingly emphasize supplier evaluation processes. Supplier evaluation systems are basically developed in terms of criteria such as quality, cost, delivery, and flexibility. Because there are many variables to be analyzed, this process becomes hard to execute and needs expertise. On this account, this study aims to develop an expert system on supplier evaluation process by designing Artificial Neural Network (ANN) that is supported with Data Envelopment Analysis (DEA). The methods are applied on the data of 24 suppliers, which have longterm relationships with a medium sized company from German Iron and Steel Industry. The data of suppliers consists of variables such as material quality (MQ), discount of amount (DOA), discount of cash (DOC), payment term (PT), delivery time (DT) and annual revenue (AR). Meanwhile, the efficiency that is generated by using DEA is added to the supplier evaluation system in order to use them as system outputs.

Keywords: Artificial Neural Network (ANN), DataEnvelopment Analysis (DEA), Supplier Evaluation System.

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Authors: Robert Niese, Ayoub Al-Hamadi, Bernd Michaelis

Abstract:

In modern human computer interaction systems (HCI), emotion recognition is becoming an imperative characteristic. The quest for effective and reliable emotion recognition in HCI has resulted in a need for better face detection, feature extraction and classification. In this paper we present results of feature space analysis after briefly explaining our fully automatic vision based emotion recognition method. We demonstrate the compactness of the feature space and show how the 2d/3d based method achieves superior features for the purpose of emotion classification. Also it is exposed that through feature normalization a widely person independent feature space is created. As a consequence, the classifier architecture has only a minor influence on the classification result. This is particularly elucidated with the help of confusion matrices. For this purpose advanced classification algorithms, such as Support Vector Machines and Artificial Neural Networks are employed, as well as the simple k- Nearest Neighbor classifier.

Keywords: Facial expression analysis, Feature extraction, Image processing, Pattern Recognition, Application.

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Authors: Lely A. Luengas, Pedro R. Vizcaya, Giovanni Sánchez

Abstract:

In this paper, a methodology is presented to obtain the Static Alignment Model for any transtibial amputee person. The proposed methodology starts from experimental data collected on the Hospital Militar Central, Bogotá, Colombia. The effects of transtibial prosthesis malalignment on amputees were measured in terms of joint angles, center of pressure (COP) and weight distribution. Some statistical tools are used to obtain the model parameters. Mathematical predictive models of prosthetic alignment were created. The proposed models are validated in amputees and finding promising results for the prosthesis Static Alignment. Static alignment process is unique to each subject; nevertheless the proposed methodology can be used in each transtibial amputee.

Keywords: Information theory, prediction model, prosthetic alignment, transtibial prosthesis.

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Authors: I. L. Ahmad, M. Mohamed, N. A. Ab. Ghani

Abstract:

This paper presents the work of signal discrimination specifically for Electrocardiogram (ECG) waveform. ECG signal is comprised of P, QRS, and T waves in each normal heart beat to describe the pattern of heart rhythms corresponds to a specific individual. Further medical diagnosis could be done to determine any heart related disease using ECG information. The emphasis on QRS Complex classification is further discussed to illustrate the importance of it. Pan-Tompkins Algorithm, a widely known technique has been adapted to realize the QRS Complex classification process. There are eight steps involved namely sampling, normalization, low pass filter, high pass filter (build a band pass filter), derivation, squaring, averaging and lastly is the QRS detection. The simulation results obtained is represented in a Graphical User Interface (GUI) developed using MATLAB.

Keywords: ECG, Pan Tompkins Algorithm, QRS Complex, Simulation

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Authors: Mohammad Akbarpour, Reza Nasiri Mahalati, Caro Lucas

Abstract:

The existence of many biological systems, especially human societies, is based on cooperative behavior [1, 2]. If natural selection favors selfish individuals, then what mechanism is at work that we see so many cooperative behaviors? One answer is the effect of network structure. On a graph, cooperators can evolve by forming network bunches [2, 3, 4]. In a research, Ohtsuki et al used the idea of iterated prisoners- dilemma on a graph to model an evolutionary game. They showed that the average number of neighbors plays an important role in determining whether cooperation is the ESS of the system or not [3]. In this paper, we are going to study the dynamics of evolution of cooperation in a social network. We show that during evolution, the ratio of cooperators among individuals with fewer neighbors to cooperators among other individuals is greater than unity. The extent to which the fitness function depends on the payoff of the game determines this ratio.

Keywords: Evolution of cooperation, Iterated prisoner's dilemma, Model dynamics, Social network structure, Intensity of selection.

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Authors: Jaramillo G. Maria Luisa, Turriago H. Álvaro, Thoene Ulf

Abstract:

Financial inclusion has become a crucially important factor in debates on economic inequality posing challenges to the financial systems of countries around the world. Nowadays governments and banks are concerned about creating products that allow access to wide sectors of the population. The creation of banking products by the financial sector for people with low incomes tends to lead to improvements in the quality of life of vulnerable parts of the population. In countries with notable social and economic inequalities, financial inclusion is a key aspect for equitable economic growth. This study is based on the case of Colombia, which is a country with a strong record of economic growth over the past decade. Nevertheless, corruption, unemployment, and poverty contribute to uncertainty regarding the country’s future growth prospects. This study wants to explain the situation of financial exclusion and financial inclusion with respect to the Colombian case. Financial inclusion is going to be studied from the perspective of social innovation.

Keywords: Colombia, financial exclusion, financial inclusion, social innovation.

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Authors: A. Lawanna, J. Daengdej

Abstract:

Case-Based Reasoning (CBR) is one of machine learning algorithms for problem solving and learning that caught a lot of attention over the last few years. In general, CBR is composed of four main phases: retrieve the most similar case or cases, reuse the case to solve the problem, revise or adapt the proposed solution, and retain the learned cases before returning them to the case base for learning purpose. Unfortunately, in many cases, this retain process causes the uncontrolled case base growth. The problem affects competence and performance of CBR systems. This paper proposes competence-based maintenance method based on deletion policy strategy for CBR. There are three main steps in this method. Step 1, formulate problems. Step 2, determine coverage and reachability set based on coverage value. Step 3, reduce case base size. The results obtained show that this proposed method performs better than the existing methods currently discussed in literature.

Keywords: Case-Based Reasoning, Case Base Maintenance, Coverage, Reachability.

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Authors: D. H. Kim, Y. H. Kim, T. Kim

Abstract:

A new method identifies coupled fluid-structure system with a reduced set of state variables is presented. Assuming that the structural model is known a priori either from an analysis or a test and using linear transformations between structural and aeroelastic states, it is possible to deduce aerodynamic information from sampled time histories of the aeroelastic system. More specifically given a finite set of structural modes the method extracts generalized aerodynamic force matrix corresponding to these mode shapes. Once the aerodynamic forces are known, an aeroelastic reduced-order model can be constructed in discrete-time, state-space format by coupling the structural model and the aerodynamic system. The resulting reduced-order model is suitable for constant Mach, varying density analysis.

Keywords: ROM (Reduced-Order Model), aero elasticity, AGARD 445.6 wing.

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Authors: Mohammad Moeini, Mehrdad Ghyabi, Kiarash Mohtasham Dolatshahi

Abstract:

This paper investigates seismic soil-pile interaction using the Beam on Nonlinear Winkler Foundation (BNWF) approach. Three soil types are considered to cover all the possible responses, as well as nonlinear site response analysis using finite element method in OpenSees platform. Excitations at each elevation that are output of the site response analysis are used as the input excitation to the soil pile system implementing multi-support excitation method. Spectral intensities of acceleration show that the extent of the response in sand is more severe than that of clay, in addition, increasing the PGA of ground strong motion will affect the sandy soil more, in comparison with clayey medium, which is an indicator of the sensitivity of soil-pile systems in sandy soil.

Keywords: Beam on nonlinear Winkler foundation method, multi-support excitation, nonlinear site response analysis, seismic soil-pile interaction.

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Authors: B. R. S. Babu, E. Prasad, P. V. Laveen, A. M. Vinodkumar

Abstract:

Searching the “Island of stability” is a topic of extreme interest in theoretical as well as experimental modern physics today. This “island of stability” is spanned by superheavy elements (SHE's) that are produced in the laboratory. SHE's are believed to exist primarily due to the “magic” stabilizing effects of nuclear shell structure. SHE synthesis is extremely difficult due to their very low production cross section, often of the order of pico barns or less. Stabilizing effects of shell closures at proton number Z=82 and neutron number N=126 are predicted theoretically. Though stabilizing effects of Z=82 have been experimentally verified, no concluding observations have been made with N=126, so far. We measured and analyzed the total evaporation residue (ER) cross sections for a number of systems with neutron number around 126 to explore possible shell closure effects in ER cross sections, in this work.

Keywords: Superheavy element, fusion evaporation, evaporation reside, compound nucleus.

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Authors: Najm Alotaibi

Abstract:

Human motion capture has become one of the major area of interest in the field of computer vision. Some of the major application areas that have been rapidly evolving include the advanced human interfaces, virtual reality and security/surveillance systems. This study provides a brief overview of the techniques and applications used for the markerless human motion capture, which deals with analyzing the human motion in the form of mathematical formulations. The major contribution of this research is that it classifies the computer vision based techniques of human motion capture based on the taxonomy, and then breaks its down into four systematically different categories of tracking, initialization, pose estimation and recognition. The detailed descriptions and the relationships descriptions are given for the techniques of tracking and pose estimation. The subcategories of each process are further described. Various hypotheses have been used by the researchers in this domain are surveyed and the evolution of these techniques have been explained. It has been concluded in the survey that most researchers have focused on using the mathematical body models for the markerless motion capture.

Keywords: Human Motion Capture, Computer Vision, Vision based, Tracking.

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Authors: Dong Hoon Lim

Abstract:

A series of microarray experiments produces observations of differential expression for thousands of genes across multiple conditions. Principal component analysis(PCA) has been widely used in multivariate data analysis to reduce the dimensionality of the data in order to simplify subsequent analysis and allow for summarization of the data in a parsimonious manner. PCA, which can be implemented via a singular value decomposition(SVD), is useful for analysis of microarray data. For application of PCA using SVD we use the DNA microarray data for the small round blue cell tumors(SRBCT) of childhood by Khan et al.(2001). To decide the number of components which account for sufficient amount of information we draw scree plot. Biplot, a graphic display associated with PCA, reveals important features that exhibit relationship between variables and also the relationship of variables with observations.

Keywords: Principal component analysis, singular value decomposition, microarray data, SRBCT

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Authors: A. A. Hossam-Eldin, E. N. Abdallah, M. S. El-Nozahy

Abstract:

The identification and elimination of bad measurements is one of the basic functions of a robust state estimator as bad data have the effect of corrupting the results of state estimation according to the popular weighted least squares method. However this is a difficult problem to handle especially when dealing with multiple errors from the interactive conforming type. In this paper, a self adaptive genetic based algorithm is proposed. The algorithm utilizes the results of the classical linearized normal residuals approach to tune the genetic operators thus instead of making a randomized search throughout the whole search space it is more likely to be a directed search thus the optimum solution is obtained at very early stages(maximum of 5 generations). The algorithm utilizes the accumulating databases of already computed cases to reduce the computational burden to minimum. Tests are conducted with reference to the standard IEEE test systems. Test results are very promising.

Keywords: Bad Data, Genetic Algorithms, Linearized Normal residuals, Observability, Power System State Estimation.

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Authors: Cherdvong Saengsupavanich

Abstract:

Dredging activities inevitably cause sediment dispersion. In certain locations, where there are important ecological areas such as mangroves or coral reefs, carefully planning the dredging can significantly reduce negative impacts. This article utilizes the dredging at Phuket port, Thailand, as a case study to demonstrate how computer simulations can be helpful to protect existing coral reefs. A software package named MIKE21 was applied. Necessary information required by the simulations was gathered. After calibrating and verifying the model, various dredging scenario were simulated to predict spoil movement. The simulation results were used as guidance to setting up an environmental measure. Finally, the recommendation to dredge during flood tide with silt curtains installed was made.

Keywords: Coastal simulation, Dredging, Environmentalprotection, Port. Coastal engineering, Thailand

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Authors: Najwa Alsayed Omar

Abstract:

With the increasing popularity of the Internet, online reading has become an essential source for EFL readers. Using strategies to comprehend information on online reading texts play a crucial role in students’ academic success. Metacognitive reading strategies are effective factors that enhance EFL learners reading comprehension. This study aimed at exploring the use of online metacognitive reading strategies by postgraduate Libyan EFL students. Quantitative data was collected using the Survey of Online Reading Strategies (OSORS). The findings revealed that the participants were moderate users of metacognitive online reading strategies. Problem solving strategies were the most frequently reported used strategies, while support reading strategies were the least. The five most and least frequently reported strategies were identified. Based on the findings, some future research recommendations were presented.

Keywords: Metacognitive strategies, Online reading, Online reading strategies, Postgraduate students.

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Authors: Daniel I. Morariu, Lucian N. Vintan, Volker Tresp

Abstract:

Text categorization is the problem of classifying text documents into a set of predefined classes. After a preprocessing step, the documents are typically represented as large sparse vectors. When training classifiers on large collections of documents, both the time and memory restrictions can be quite prohibitive. This justifies the application of feature selection methods to reduce the dimensionality of the document-representation vector. In this paper, we present three feature selection methods: Information Gain, Support Vector Machine feature selection called (SVM_FS) and Genetic Algorithm with SVM (called GA_SVM). We show that the best results were obtained with GA_SVM method for a relatively small dimension of the feature vector.

Keywords: Feature Selection, Learning with Kernels, Support Vector Machine, Genetic Algorithm, and Classification.

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Authors: Mohamed R. Mhereeg

Abstract:

The paper discusses the design of a .NET Windows Service based agent system called MACS (Multi-Agent Classification System). MACS is a system aims to accurately classify spreadsheet developers competency over a network. It is designed to automatically and autonomously monitor spreadsheet users and gather their development activities based on the utilization of the software multi-agent technology (MAS). This is accomplished in such a way that makes management capable to efficiently allow for precise tailor training activities for future spreadsheet development. The monitoring agents of MACS are intended to be distributed over the WWW in order to satisfy the monitoring and classification of the multiple developer aspect. The Prometheus methodology is used for the design of the agents of MACS. Prometheus has been used to undertake this phase of the system design because it is developed specifically for specifying and designing agent-oriented systems. Additionally, Prometheus specifies also the communication needed between the agents in order to coordinate to achieve their delegated tasks.

Keywords: Classification, Design, MACS, MAS, Prometheus.

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Authors: Eiad Yafi, M. A. Alam, Ranjit Biswas

Abstract:

Knowledge Discovery of Databases (KDD) is the process of extracting previously unknown but useful and significant information from large massive volume of databases. Data Mining is a stage in the entire process of KDD which applies an algorithm to extract interesting patterns. Usually, such algorithms generate huge volume of patterns. These patterns have to be evaluated by using interestingness measures to reflect the user requirements. Interestingness is defined in different ways, (i) Objective measures (ii) Subjective measures. Objective measures such as support and confidence extract meaningful patterns based on the structure of the patterns, while subjective measures such as unexpectedness and novelty reflect the user perspective. In this report, we try to brief the more widely spread and successful subjective measures and propose a new subjective measure of interestingness, i.e. shocking.

Keywords: Shocking rules (SHR).

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Authors: M. Yoneda

Abstract:

It is known that stationary human occupants act as dynamic mass-spring-damper systems and can change the modal properties of civil engineering structures. This paper describes the full scale measurement to explain the tuned mass damper effects of stationary people on structural damping of footbridge with center span length of 33 m. A human body can be represented by a lumped system consisting of masses, springs, and dashpots. Complex eigenvalue calculation is also conducted by using ISO5982:1981 human model (two degree of freedom system). Based on experimental and analytical results for the footbridge with the stationary people in the standing position, it is demonstrated that stationary people behave as a tuned mass damper and that ISO5982:1981 human model can explain the structural damping characteristics measured in the field.

Keywords: Dynamic interaction, footbridge, stationary people, structural damping.

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Authors: Alireza Faed, David Forbes

Abstract:

Complaints today have the ability to retain customer loyalty using state of the art systems and strategies in customer relationship management to analyze and respond to a plethora of customer perception. The Majority of companies are not aware of the beneficiary utilization of customer complaints for the sake of quality improvements. Also, some companies have problems determining how resolution of complaints can be profitable. In this study, we will define the problems and ascertain the importance of customer management system on the companies. Furthermore, we will determine the impact of such a system on efficiency, confidence, profitability and customer complaints. Eventually, we will develop methods and address the issues. In this paper, we used an open-ended questionnaire and distributed that to 30 randomly chosen respondents which were the passengers in an airport. We also define three hypotheses for our study and we will validate each of them. Then using frequency, Chi- Square and quality control method we optimized the size of customers- negative feedback and improved the process of customer retention.

Keywords: Complaint, Complaint management system, Customer relationship management, Retention.

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