Search results for: hierarchical regression analysis

Authors: Safak Baykal

Abstract:

The purpose of this study is analyzing the relationship between trust and social capital of people with using Social Network Analysis. In this study, two aspects of social capital will be focused: Bonding, homophilous social capital (BoSC), and Bridging, heterophilous social capital (BrSC). These two aspects diverge each other regarding to the social theories. The other concept of the study is Trust (Tr), namely interpersonal trust, willing to ascribe good intentions to and have confidence in the words and actions of other people. In this study, the sample group, 61 people, was selected from a private firm from the defense industry. The relation between BoSC/BrSC and Tr is shown by using Social Network Analysis (SNA) and statistical analysis with Likert type-questionnaire. The results of the analysis show the Cronbach’s alpha value is 0.756 and social capital values (BoSC/BrSC) is not correlated with Tr values of the people.

Keywords: Social capital, interpersonal trust, social network analysis (SNA).

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Authors: Ujjwala Bhand, Mridula Goel

Abstract:

Global Competitiveness Index (GCI) prepared by World Economic Forum has become a benchmark in studying the competitiveness of countries and for understanding the factors that enable competitiveness. Innovation is a key pillar in competitiveness and has the unique property of enabling exponential economic growth. This paper attempts to analyze how the pillars comprising the Global Competitiveness Index affect innovation and whether GDP growth can directly affect innovation outcomes for a country. The key objective of the study is to identify areas on which governments of developing countries can focus policies and programs to improve their country’s innovativeness. We have compiled a panel data set for top innovating countries and large emerging economies called BRICS from 2007-08 to 2014-15 in order to find the significant factors that affect innovation. The results of the regression analysis suggest that government should make policies to improve labor market efficiency, establish sophisticated business networks, provide basic health and primary education to its people and strengthen the quality of higher education and training services in the economy. The achievements of smaller economies on innovation suggest that concerted efforts by governments can counter any size related disadvantage, and in fact can provide greater flexibility and speed in encouraging innovation.

Keywords: Innovation, Global Competitiveness Index, BRICS, economic growth.

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Authors: Seongmin Yim

Abstract:

The Korean government has applied preliminary feasibility study for a new R&D program over about $50 Million since 2008 as a part of official process in budget planning. The investigations of technology, policy, and economics are carried out separately to arrive at a definite result: whether a program is feasible or unfeasible. This paper describes the concept and check-points related to technological analysis from a preliminary evaluation’s stand-point. First of all, the fundamental concept of technological analysis in evaluation systems such as Program Assessment Rating Tool (PART) by Office of Management and Budget (OMB) and Evaluation Methods by Department of Energy (DOE) in the United States, the Green Book in the United Kingdom are reviewed. After the review, customized questionnaire for technological analysis are developed. Conclusively, limitations and further research directions are provided.

Keywords: Preliminary Feasibility Study, R&D Program, Evaluation System, Technological analysis, R&D Logic Analysis.

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Authors: Hooman Hoodat, Hassan Rashidi

Abstract:

Despite various methods that exist in software risk management, software projects have a high rate of failure. When complexity and size of the projects are increased, managing software development becomes more difficult. In these projects the need for more analysis and risk assessment is vital. In this paper, a classification for software risks is specified. Then relations between these risks using risk tree structure are presented. Analysis and assessment of these risks are done using probabilistic calculations. This analysis helps qualitative and quantitative assessment of risk of failure. Moreover it can help software risk management process. This classification and risk tree structure can apply to some software tools.

Keywords: Risk analysis, risk assessment, risk classification, risk tree.

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Authors: Z. Pavlík, J. Kočí, M. Pavlíková, R. Černý

Abstract:

Combined experimental and computational analysis of hygrothermal performance of an interior thermal insulation system applied on a brick wall is presented in the paper. In the experimental part, the functionality of the insulation system is tested at simulated difference climate conditions using a semi-scale device. The measured temperature and relative humidity profiles are used for the calibration of computer code HEMOT that is finally applied for a long-term hygrothermal analysis of the investigated structure.

Keywords: Additional thermal insulation, hygrothermal analysis, semi-scale testing, long-term computational analysis

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Authors: Mrs.K.Kavitha, S.Arivazhagan

Abstract:

A spatial classification technique incorporating a State of Art Feature Extraction algorithm is proposed in this paper for classifying a heterogeneous classes present in hyper spectral images. The classification accuracy can be improved if and only if both the feature extraction and classifier selection are proper. As the classes in the hyper spectral images are assumed to have different textures, textural classification is entertained. Run Length feature extraction is entailed along with the Principal Components and Independent Components. A Hyperspectral Image of Indiana Site taken by AVIRIS is inducted for the experiment. Among the original 220 bands, a subset of 120 bands is selected. Gray Level Run Length Matrix (GLRLM) is calculated for the selected forty bands. From GLRLMs the Run Length features for individual pixels are calculated. The Principle Components are calculated for other forty bands. Independent Components are calculated for next forty bands. As Principal & Independent Components have the ability to represent the textural content of pixels, they are treated as features. The summation of Run Length features, Principal Components, and Independent Components forms the Combined Features which are used for classification. SVM with Binary Hierarchical Tree is used to classify the hyper spectral image. Results are validated with ground truth and accuracies are calculated.

Keywords: Multi-class, Run Length features, PCA, ICA, classification and Support Vector Machines.

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Authors: Chompunut Jantarasorn, Chutima Prommak

Abstract:

This paper presents an intensive measurement studying of the network performance analysis when IEEE 802.11g Wireless Local Area Networks (WLAN) coexisting with IEEE 802.15.4 Wireless Personal Area Network (WPAN). The measurement results show that the coexistence between both networks could increase the Frame Error Rate (FER) of the IEEE 802.15.4 networks up to 60% and it could decrease the throughputs of the IEEE 802.11g networks up to 55%.

Keywords: Wireless performance analysis, Coexistence analysis, IEEE 802.11g, IEEE 802.15.4.

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Authors: C. Ardil, A. M. Pashaev, R.A. Sadiqov, P. Abdullayev

Abstract:

In this paper, multiple criteria decision making analysis technique, is presented for ranking and selection of a set of determined alternatives - fighter aircraft - which are associated with a set of decision factors. In fighter aircraft design, conflicting decision criteria, disciplines, and technologies are always involved in the design process. Multiple criteria decision making analysis techniques can be helpful to effectively deal with such situations and make wise design decisions. Multiple criteria decision making analysis theory is a systematic mathematical approach for dealing with problems which contain uncertainties in decision making. The feasibility and contributions of applying the multiple criteria decision making analysis technique in fighter aircraft selection analysis is explored. In this study, an integrated framework incorporating multiple criteria decision making analysis technique in fighter aircraft analysis is established using entropy objective weighting method. An improved integrated multiple criteria decision making analysis method is utilized to aggregate the multiple decision criteria into one composite figure of merit, which serves as an objective function in the decision process. Therefore, it is demonstrated that the suitable multiple criteria decision making analysis method with decision solution provides an effective objective function for the decision making analysis. Considering that the inherent uncertainties and the weighting factors have crucial decision impacts on the fighter aircraft evaluation, seven fighter aircraft models for the multiple design criteria in terms of the weighting factors are constructed. The proposed multiple criteria decision making analysis model is based on integrated entropy index procedure, and additive multiple criteria decision making analysis theory. Hence, the applicability of proposed technique for fighter aircraft selection problem is considered. The constructed multiple criteria decision making analysis model can provide efficient decision analysis approach for uncertainty assessment of the decision problem. Consequently, the fighter aircraft alternatives are ranked based their final evaluation scores, and sensitivity analysis is conducted.

Keywords: Fighter Aircraft, Fighter Aircraft Selection, Multiple Criteria Decision Making, Multiple Criteria Decision Making Analysis, MCDMA

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Authors: Sujit K. Basak

Abstract:

This paper presents a comparison of reference management software between RefWorks and Zotero. The results were drawn by comparing two software and the novelty of this paper is the comparative analysis of software and it has shown that ReftWorks can import more information from the Google Scholar for the researchers. This finding could help to know researchers to use the reference management software.

Keywords: Analysis, comparative analysis, reference management software, researchers.

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Authors: Mehdi Modabberifar, Milad Roodi, Ehsan Souri

Abstract:

In recent years, honeycomb fiber reinforced plastic (FRP) sandwich panels have been increasingly used in various industries. Low weight, low price and high mechanical strength are the benefits of these structures. However, their mechanical properties and behavior have not been fully explored. The objective of this study is to conduct a combined numerical-statistical investigation of honeycomb FRP sandwich beams subject to torsion load. In this paper, the effect of geometric parameters of sandwich panel on maximum shear strain in both face and core and angle of torsion in a honeycomb FRP sandwich structures in torsion is investigated. The effect of Parameters including core thickness, face skin thickness, cell shape, cell size, and cell thickness on mechanical behavior of the structure were numerically investigated. Main effects of factors were considered in this paper and regression equations were derived. Taguchi method was employed as experimental design and an optimum parameter combination for the maximum structure stiffness has been obtained. The results showed that cell size and face skin thickness have the most significant impacts on torsion angle, maximum shear strain in face and core.

Keywords: Finite element, honeycomb FRP sandwich panel, torsion, civil engineering.

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Authors: Entisar A. Elgmati

Abstract:

Recurrent event data is a special type of multivariate survival data. Dynamic and frailty models are one of the approaches that dealt with this kind of data. A comparison between these two models is studied using the empirical standard deviation of the standardized martingale residual processes as a way of assessing the fit of the two models based on the Aalen additive regression model. Here we found both approaches took heterogeneity into account and produce residual standard deviations close to each other both in the simulation study and in the real data set.

Keywords: Dynamic, frailty, misspecification, recurrent events.

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Authors: J. P. Dubois, O. M. Abdul-Latif

Abstract:

Support Vector Machine (SVM) is a recent class of statistical classification and regression techniques playing an increasing role in applications to detection problems in various engineering problems, notably in statistical signal processing, pattern recognition, image analysis, and communication systems. In this paper, SVM is applied to an infrared (IR) binary communication system with different types of channel models including Ricean multipath fading and partially developed scattering channel with additive white Gaussian noise (AWGN) at the receiver. The structure and performance of SVM in terms of the bit error rate (BER) metric is derived and simulated for these channel stochastic models and the computational complexity of the implementation, in terms of average computational time per bit, is also presented. The performance of SVM is then compared to classical binary signal maximum likelihood detection using a matched filter driven by On-Off keying (OOK) modulation. We found that the performance of SVM is superior to that of the traditional optimal detection schemes used in statistical communication, especially for very low signal-to-noise ratio (SNR) ranges. For large SNR, the performance of the SVM is similar to that of the classical detectors. The implication of these results is that SVM can prove very beneficial to IR communication systems that notoriously suffer from low SNR at the cost of increased computational complexity.

Keywords: Least square-support vector machine, on-off keying, matched filter, maximum likelihood detector, wireless infrared communication.

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Authors: Zhou Luchen, Wu Yubing, Burra Venkata Durga Kumar

Abstract:

As the scale of the network becomes larger and more complex than before, the density of user devices is also increasing. The development of Unmanned Aerial Vehicle (UAV) networks is able to collect and transform data in an efficient way by using software-defined networks (SDN) technology. This paper proposed a three-layer distributed and dynamic cluster architecture to manage UAVs by using an AI-based resource allocation calculation algorithm to address the overloading network problem. Through separating services of each UAV, the UAV hierarchical cluster system performs the main function of reducing the network load and transferring user requests, with three sub-tasks including data collection, communication channel organization, and data relaying. In this cluster, a head node and a vice head node UAV are selected considering the CPU, RAM, and ROM memory of devices, battery charge, and capacity. The vice head node acts as a backup that stores all the data in the head node. The k-means clustering algorithm is used in order to detect high load regions and form the UAV layered clusters. The whole process of detecting high load areas, forming and selecting UAV clusters, and moving the selected UAV cluster to that area is proposed as offloading traffic algorithm.

Keywords: k-means, resource allocation, SDN, UAV network, unmanned aerial vehicles.

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Authors: Adel Assiri, Ahmed Emam, Hmood Al-Dossari

Abstract:

Sentiment analysis (SA) has received growing attention in Arabic language research. However, few studies have yet to directly apply SA to Arabic due to lack of a publicly available dataset for this language. This paper partially bridges this gap due to its focus on one of the Arabic dialects which is the Saudi dialect. This paper presents annotated data set of 4700 for Saudi dialect sentiment analysis with (K= 0.807). Our next work is to extend this corpus and creation a large-scale lexicon for Saudi dialect from the corpus.

Keywords: Arabic, Sentiment Analysis, Twitter, annotation.

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Authors: Chvalkovska, J., Jansky, P., Mejstrik, M.

Abstract:

The objective of this article is to discuss the potential of economic analysis as a tool for identification and evaluation of corruption in legislative acts. We propose that corruption be perceived as a risk variable within the legislative process. Therefore we find it appropriate to employ risk analysis methods, used in various fields of economics, for the evaluation of corruption in legislation. Furthermore we propose the incorporation of these methods into the so called corruption impact assessment (CIA), the general framework for detection of corruption in legislative acts. The applications of the risk analysis methods are demonstrated on examples of implementation of proposed CIA in the Czech Republic.

Keywords: corruption; corruption impact assessment (CIA); legislative; legislative process; risk analysis; Czech Republic

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Authors: Heroe Wijanto, Sugihartono, Suhartono Tjondronegoro, Kuspriyanto

Abstract:

The use of High Order Statistics (HOS) analysis is expected to provide so many candidates of features that can be selected for pattern recognition. More candidates of the feature can be extracted using simple manipulation through a specific mathematical function prior to the HOS analysis. Feature extraction method using HOS analysis combined with Difference to the Nth-Power manipulation has been examined in application for Automatic Modulation Recognition (AMR) to perform scheme recognition of three digital modulation signal, i.e. QPSK-16QAM-64QAM in the AWGN transmission channel. The simulation results is reported when the analysis of HOS up to order-12 and the manipulation of Difference to the Nth-Power up to N = 4. The obtained accuracy rate of AMR using the method of Simple Decision obtained 90% in SNR > 10 dB in its classifier, while using the method of Voted Decision is 96% in SNR > 2 dB.

Keywords: modulation, automatic modulation recognition, feature analysis, feature manipulation.

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Authors: Kyoung-Jae Kim, Hyunchul Ahn

Abstract:

This study proposes novel hybrid social network analysis and collaborative filtering approach to enhance the performance of recommender systems. The proposed model selects subgroups of users in Internet community through social network analysis (SNA), and then performs clustering analysis using the information about subgroups. Finally, it makes recommendations using cluster-indexing CF based on the clustering results. This study tries to use the cores in subgroups as an initial seed for a conventional clustering algorithm. This model chooses five cores which have the highest value of degree centrality from SNA, and then performs clustering analysis by using the cores as initial centroids (cluster centers). Then, the model amplifies the impact of friends in social network in the process of cluster-indexing CF.

Keywords: Social network analysis, Recommender systems, Collaborative filtering, Customer relationship management

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Authors: Revoti Prasad Bora, Nikita Katyal

Abstract:

Promotion is a key element in the retail business. Thus, analysis of promotions to quantify their effectiveness in terms of Revenue and/or Margin is an essential activity in the retail industry. However, measuring the sales/revenue uplift is based on estimations, as the actual sales/revenue without the promotion is not present. Further, the presence of Halo and Cannibalization in a multiple parallel promotions’ scenario complicates the problem. Calculating Baseline by considering inter-brand/competitor items or using Halo and Cannibalization's impact on Revenue calculations by considering Baseline as an interpretation of items’ unit sales in neighboring nonpromotional weeks individually may not capture the overall Revenue uplift in the case of multiple parallel promotions. Hence, this paper proposes a Machine Learning based method for calculating the Revenue uplift by considering the Halo and Cannibalization impact on the Baseline and the Revenue. In the first section of the proposed methodology, Baseline of an item is calculated by incorporating the impact of the promotions on its related items. In the later section, the Revenue of an item is calculated by considering both Halo and Cannibalization impacts. Hence, this methodology enables correct calculation of the overall Revenue uplift due a given promotion.

Keywords: Halo, cannibalization, promotion, baseline, temporary price reduction, retail, elasticity, cross price elasticity, machine learning, random forest, linear regression.

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Authors: Sujit K. Basak

Abstract:

This paper presents a comparison of the reference management software between Zotero and Mendeley and the results were drawn by comparing the two software’s. The novelty of this paper is the comparative analysis of the software and it has shown that Mendeley can import more information from the Google Scholar for the researchers. This finding can help to know researchers to use the reference management software.

Keywords: Analysis, comparative analysis, zotero, researchers, Mendeley.

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Authors: Mohd Aftar Abu Bakar, Noratiqah Mohd Ariff, Abdul Aziz Jemain

Abstract:

Storm Event Analysis (SEA) provides a method to define rainfalls events as storms where each storm has its own amount and duration. By modelling daily probability of different types of storms, the onset, offset and cycle of rainfall seasons can be determined and investigated. Furthermore, researchers from the field of meteorology will be able to study the dynamical characteristics of rainfalls and make predictions for future reference. In this study, four categories of storms; short, intermediate, long and very long storms; are introduced based on the length of storm duration. Daily probability models of storms are built for these four categories of storms in Peninsular Malaysia. The models are constructed by using Bernoulli distribution and by applying linear regression on the first Fourier harmonic equation. From the models obtained, it is found that daily probability of storms at the Eastern part of Peninsular Malaysia shows a unimodal pattern with high probability of rain beginning at the end of the year and lasting until early the next year. This is very likely due to the Northeast monsoon season which occurs from November to March every year. Meanwhile, short and intermediate storms at other regions of Peninsular Malaysia experience a bimodal cycle due to the two inter-monsoon seasons. Overall, these models indicate that Peninsular Malaysia can be divided into four distinct regions based on the daily pattern for the probability of various storm events.

Keywords: Daily probability model, monsoon seasons, regions, storm events.

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Authors: M.R. Safizadeh, M. Hussein, K. F. Samat, M.S. Che Kob, M.S. Yaacob, M.Z. Md Zain

Abstract:

The aim of this paper is to present the kinematic analysis and mechanism design of an assistive robotic leg for hemiplegic and hemiparetic patients. In this work, the priority is to design and develop the lightweight, effective and single driver mechanism on the basis of experimental hip and knee angles- data for walking speed of 1 km/h. A mechanism of cam-follower with three links is suggested for this purpose. The kinematic analysis is carried out and analysed using commercialized MATLAB software based on the prototype-s links sizes and kinematic relationships. In order to verify the kinematic analysis of the prototype, kinematic analysis data are compared with the experimental data. A good agreement between them proves that the anthropomorphic design of the lower extremity exoskeleton follows the human walking gait.

Keywords: Kinematic analysis, assistive robotic leg, lower extremity exoskeleton, cam-follower mechanism.

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Authors: M. Abou-Amouna, A. Radwan, L. Al-kuwari, A. Hammuda, K. Al-Khalifa

Abstract:

There is growing concern over increasing incidences of road accidents and consequent loss of human life in Qatar. In light to the future planned event in Qatar, World Cup 2022; Qatar should put into consideration the future deaths caused by road accidents, and past trends should be considered to give a reasonable picture of what may happen in the future. Qatar roads should be arranged and paved in a way that accommodate high capacity of the population in that time, since then there will be a huge number of visitors from the world. Qatar should also consider the risk issues of road accidents raised in that period, and plan to maintain high level to safety strategies. According to the increase in the number of road accidents in Qatar from 1995 until 2012, an analysis of elements affecting and causing road accidents will be effectively studied. This paper aims to identify and criticize the factors that have high effect on causing road accidents in the state of Qatar, and predict the total number of road accidents in Qatar 2022. Alternative methods are discussed and the most applicable ones according to the previous researches are selected for further studies. The methods that satisfy the existing case in Qatar were the multiple linear regression model (MLR) and artificial neutral network (ANN). Those methods are analyzed and their findings are compared. We conclude that by using MLR the number of accidents in 2022 will become 355,226 accidents, and by using ANN 216,264 accidents. We conclude that MLR gave better results than ANN because the artificial neutral network doesn’t fit data with large range varieties.

Keywords: Road Safety, Prediction, Accident, Model, Qatar.

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Authors: Nur Atiqah Rochin Demong, Jie Lu, Farookh Khadeer Hussain

Abstract:

Property investment in the real estate industry has a high risk due to the uncertainty factors that will affect the decisions made and high cost. Analytic hierarchy process has existed for some time in which referred to an expert-s opinion to measure the uncertainty of the risk factors for the risk analysis. Therefore, different level of experts- experiences will create different opinion and lead to the conflict among the experts in the field. The objective of this paper is to propose a new technique to measure the uncertainty of the risk factors based on multidimensional data model and data mining techniques as deterministic approach. The propose technique consist of a basic framework which includes four modules: user, technology, end-user access tools and applications. The property investment risk analysis defines as a micro level analysis as the features of the property will be considered in the analysis in this paper.

Keywords: Uncertainty factors, data mining, multidimensional data model, risk analysis.

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Authors: Ali Al-Ataby , Fawzi Al-Naima

Abstract:

Symbolic Circuit Analysis (SCA) is a technique used to generate the symbolic expression of a network. It has become a well-established technique in circuit analysis and design. The symbolic expression of networks offers excellent way to perform frequency response analysis, sensitivity computation, stability measurements, performance optimization, and fault diagnosis. Many approaches have been proposed in the area of SCA offering different features and capabilities. Numerical Interpolation methods are very common in this context, especially by using the Fast Fourier Transform (FFT). The aim of this paper is to present a method for SCA that depends on the use of Wavelet Transform (WT) as a mathematical tool to generate the symbolic expression for large circuits with minimizing the analysis time by reducing the number of computations.

Keywords: Numerical Interpolation, Sparse Matrices, SymbolicAnalysis, Wavelet Transform.

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Authors: M. Amir Abas, M. Dahlui

Abstract:

This paper presents the development of analysis tools for Home Agriculture project. The tools are required for monitoring the condition of greenhouse which involves two components: measurement hardware and data analysis engine. Measurement hardware is functioned to measure environment parameters such as temperature, humidity, air quality, dust and etc while analysis tool is used to analyse and interpret the integrated data against the condition of weather, quality of health, irradiance, quality of soil and etc. The current development of the tools is completed for off-line data recorded technique. The data is saved in MMC and transferred via ZigBee to Environment Data Manager (EDM) for data analysis. EDM converts the raw data and plot three combination graphs. It has been applied in monitoring three months data measurement for irradiance, temperature and humidity of the greenhouse..

Keywords: Monitoring, Environment, Greenhouse, Analysis tools

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Authors: S. H. Yahaya, J. M. Ali, M. R. Arham

Abstract:

This paper presents the analysis of duct design using static and dynamic approaches. The static approach is used to find out applicability between the design and material applied. The material used in this paper is Thermoplastic Olefins (TPO). For the dynamic approach, the focusing is only on the CFD simulations. The fatigue life in this design and material applied also covered.

Keywords: CFD, structural analysis, fluid analysis, duct design, fatigue life

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Authors: Abhimanyu Pati, Krishna Kumar Veluri

Abstract:

The paper intends to bring out a real life experience encountered during actual implementation of a large scale Tier-1 Enterprise Resource Planning (ERP) system in a multi-location, discrete manufacturing organization in India, involved in manufacturing of auto components and aggregates. The business complexities, prior to the implementation of ERP, include multi-product with hierarchical product structures, geographically distributed multiple plant locations with disparate business practices, lack of inter-plant broadband connectivity, existence of disparate legacy applications for different business functions, and non-standardized codifications of products, machines, employees, and accounts apart from others. On the other hand, the manufacturing environment consisted of processes like Assemble-to-Order (ATO), Make-to-Stock (MTS), and Engineer-to-Order (ETO) with a mix of discrete and process operations. The paper has highlighted various business plan areas and concerns, prior to the implementation, with specific focus on strategic issues and objectives. Subsequently, it has dealt with the complete process of ERP implementation, starting from strategic planning, project planning, resource mobilization, and finally, the program execution. The step-by-step process provides a very good learning opportunity about the implementation methodology. At the end, various organizational challenges and lessons emerged, which will act as guidelines and checklist for organizations to successfully align and implement ERP and achieve their business objectives.

Keywords: ERP, ATO, MTS, ETO, discrete manufacturing, strategic planning.

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Authors: Loay A. Altamimi

Abstract:

Collaborative technologies or software known as groupware are key enabling tools for communication, collaboration and co-ordination among individuals, work groups and businesses. Available reviews of the groupware literature are very few, and mostly neither systematic nor recent. This paper is an effort to fill this gap, and to provide researchers, with a more up-to-date and wide systematic literature review. For this purpose, 1087 scholarly articles, published from 1990 to 2013, on the topic of groupware, were collected by the literature search. The study here adopted the systematic approach of lexical analysis for the analysis of those articles.

Keywords: Lexical Analysis, Literature review, Groupware, collaborative Software.

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Authors: S. Anastasiou, C. Nathanailides

Abstract:

The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different countries. The scores of customers and employees satisfaction of the different published works were transformed and normalized to the scale of 1 to 100. The data were analyzed and a regression analysis of the two parameters was used to describe the link between employee’s satisfaction and customer’s satisfaction. Assuming that employee satisfaction has a significant influence on customer’s service and the resulting customer satisfaction, the reviewed data indicate that employee’s satisfaction contributes significantly on the level of customer satisfaction in the Banking sector. There was a significant correlation between the two parameters (Pearson correlation R2=0.52 P<0.05). The reviewed data indicate that published data support the hypothesis that practical evidence link these two parameters. During the recent global economic crisis, the financial services sector was affected severely and job security, remuneration and recruitment of personnel of banks was in many countries, including Greece, significantly reduced. Nevertheless, modern organizations should always consider their personnel as a capital, which is the driving force for success in the future. Appropriate human resource management policies can increase the level of job satisfaction of the personnel with positive consequences for the level of customer’s satisfaction.

Keywords: Job satisfaction, job performance, customer service, banks, human resources management.

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Authors: P. Wlodarczak, J. Soar, M. Ally

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The dramatic rise in the use of Social Media (SM) platforms such as Facebook and Twitter provide access to an unprecedented amount of user data. Users may post reviews on products and services they bought, write about their interests, share ideas or give their opinions and views on political issues. There is a growing interest in the analysis of SM data from organisations for detecting new trends, obtaining user opinions on their products and services or finding out about their online reputations. A recent research trend in SM analysis is making predictions based on sentiment analysis of SM. Often indicators of historic SM data are represented as time series and correlated with a variety of real world phenomena like the outcome of elections, the development of financial indicators, box office revenue and disease outbreaks. This paper examines the current state of research in the area of SM mining and predictive analysis and gives an overview of the analysis methods using opinion mining and machine learning techniques.

Keywords: Social Media, text mining, knowledge discovery, predictive analysis, machine learning.

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