Search results for: service recovery

Authors: Homayon Ahmad Panahi, Mahshid Nikpour Nezhati, Faranak Mahmoudi, Elham Moniri, Meghdad Karimi

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A new chelating resin is prepared by coupling Amberlite XAD-4 with 1-amino-2-naphthole through an azo spacer. The resulting sorbent has been characterized by FT-IR, elemental analysis and thermogravimetric analysis (TGA) and studied for preconcentrating of Fe (II) using flame atomic absorption spectrometry (FAAS) for metal monitoring. The optimum pH value for sorption of the iron ions was 6.5. The resin was subjected to evaluation through batch binding of mentioned metal ion. Quantitative desorption occurs instantaneously with 0.5 M HNO3. The sorption capacity was found 4.1 mmol.g-1 of resin for Fe (II) in the aqueous solution. The chelating resin can be reused for 10 cycles of sorption-desorption without any significant change in sorption capacity. A recovery of 97% was obtained the metal ions with 0.5 M HNO3 as eluting agent. The method was applied for metal ions determination from industrial waste water sample.

Keywords: Amberlite XAD-4, Iron (II), Flame atomic absorption, Chelator, 1-amino-2- naphthole

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Authors: H. Azan T., R. W. Lovitt, Nur K. T., N. Azwa. M. B.

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Carbohydrate can be used as a substrate that can be consumed by C. butyricum and converted to useful chemicals such as acetic and butyric acid. Influence of concentration and types of carbohydrate to cell growth, carbohydrate consumed, productivity and carbon balance have been explored. Batch reactor was selected in this study to avoid contamination due to simpler operation system. Glucose was preferred as first types of carbohydrate to be tested. Six concentrations were studied from 0 to 28g/L. Eventually, 15g/L has shown the best concentration for glucose in term of growth rate (2.63h^-1) and carbon balance (99.76% recovery). Comparison for types of carbohydrate was also conducted. 15g/L of xylose (monosaccharide) and starch (complex carbohydrate) was tested.  In term of growth rate and productivity, glucose showed the best carbohydrates. Results for this study showed that glucose and xylose produced more than 80% of acetic acid and less than 20% of butyric acid. Meanwhile, 63.1% of acetic acid and 36.9% of butyric acid were produced from starch. 

Keywords: C. butyricum, glucose, starch, xylose, carbohydrate.

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Authors: Jenny K. Ubaque, Edward P. Guillen, Juan S. Solórzano, Leonardo J. Ramírez

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The health care must be a right for people around the world, but in order to guarantee the access to all, it is necessary to overcome geographical barriers. Telemedicine take advantage of Information Communication Technologies to deploy health care services around the world. To achieve those goals, it is necessary to use existing last mile solution to create access for home users, which is why is necessary to establish the channel characteristics for those kinds of services. This paper presents an analysis of network performance of last mile solution for the use of IPTV broadcasting with the application of streaming for telemedicine apps.

Keywords: Telemedicine, IPTV, GPON, ADSL2+, COAXIAL, Jumbogram.

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Authors: Xiaoshu Lu, Tao Lu, Matias Remes, Martti Viljanen

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As the data-driven economy is growing faster than ever and the demand for energy is being spurred, we are facing unprecedented challenges of improving energy efficiency in data centers. Effectively maximizing energy efficiency or minimising the cooling energy demand is becoming pervasive for data centers. This paper investigates overall energy consumption and the energy efficiency of cooling system for a data center in Finland as a case study. The power, cooling and energy consumption characteristics and operation condition of facilities are examined and analysed. Potential energy and cooling saving opportunities are identified and further suggestions for improving the performance of cooling system are put forward. Results are presented as a comprehensive evaluation of both the energy performance and good practices of energy efficient cooling operations for the data center. Utilization of an energy recovery concept for cooling system is proposed. The conclusion we can draw is that even though the analysed data center demonstrated relatively high energy efficiency, based on its power usage effectiveness value, there is still a significant potential for energy saving from its cooling systems.

Keywords: Data center, case study, cooling system, energyefficiency.

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Authors: Wan-Yu Liu

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To respond to the Kyoto Protocol, the policy of Payment for Environmental Service (PES), which was entitled “Plain Landscape Afforestation Program (PLAP)", was certified by Executive Yuan in Taiwan on 31 August 2001 and has been implementing for six years since 1 January 2002. Although the PLAP has received a lot of positive comments, there are still many difficulties during the process of implementation, such as insufficient technology for afforestation, private landowners- low interests in participating in PLAP, insufficient subsidies, and so on, which are potential threats that hinder the PLAP from moving forward in future. In this paper, selecting Ping-Tung County in Taiwan as a sample region and targeting those private landowners with and without intention to participate in the PLAP, respectively, we conduct an empirical analysis based on the Logit model to investigate the factors that determine whether those private landowners join the PLAP, so as to realize the incentive effects of the PLAP upon the personal decision on afforestation. The possible factors that might determine private landowner-s participation in the PLAP include landowner-s characteristics, cropland characteristics, as well as policy factors. Among them, the policy factors include afforestation subsidy amount (+), duration of afforestation subsidy (+), the rules on adjoining and adjacent areas (+), and so on, which do not reach the remarkable level in statistics though, but the directions of variable signs are consistent with the intuition behind the policy. As for the landowners- characteristics, each of age (+), education level (–), and annual household income (+) variables reaches 10% of the remarkable level in statistics; as for the cropland characteristics, each of cropland area (+), cropland price (–), and the number of cropland parcels (–) reaches 1% of the remarkable level in statistics. In light of the above, the cropland characteristics are the dominate factor that determines the probability of landowner-s participation in the PLAP. In the Logit model established by this paper, the probability of correctly estimating nonparticipants is 98%, the probability of correctly estimating the participants is 71.8%, and the probability for the overall estimation is 95%. In addition, Hosmer-Lemeshow test and omnibus test also revealed that the Logit model in this paper may provide fine goodness of fit and good predictive power in forecasting private landowners- participation in this program. The empirical result of this paper expects to help the implementation of the afforestation programs in Taiwan.

Keywords: Forestry policy, logit, afforestation subsidy, afforestation policy.

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Authors: Tayeb Lardjane, Rabah Messaci

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We consider a network of two M/M/1 parallel queues having the same poisonnian arrival stream with rate λ. Upon his arrival to the system a customer heads to the shortest queue and stays until being served. If the two queues have the same length, an arriving customer chooses one of the two queues with the same probability. Each duration of service in the two queues is an exponential random variable with rate μ and no jockeying is permitted between the two queues. A new numerical method, based on linear programming and convex optimization, is performed for the computation of the steady state solution of the system.

Keywords: Steady state solution, matrix formulation, convex set, shortest queue, linear programming.

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Authors: Daniel Amariei, Calin O. Miclosina, Ion Vela, Marius Tufoi, Cornel Mituletu

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Even it has been recognized that Shape Memory Alloys (SMA) have a significant potential for deployment actuators, the number of applications of SMA-based actuators to the present day is still quite small, due to the need of deep understanding of the thermo-mechanical behavior of SMA, causing an important need for a mathematical model able to describe all thermo-mechanical properties of SMA by relatively simple final set of constitutive equations. SMAs offer attractive potentials such as: reversible strains of several percent, generation of high recovery stresses and high power / weight ratios. The paper tries to provide an overview of the shape memory functions and a presentation of the designed and developed temperature control system used for a gripper actuated by two pairs of differential SMA active springs. An experimental setup was established, using electrical energy for actuator-s springs heating process. As for holding the temperature of the SMA springs at certain level for a long time was developed a control system in order to avoid the active elements overheating.

Keywords: active element, actuator, model, Nitinol, prehension

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Authors: Mikko Mäkelä, Risto Pöykiö, Gary Watkins, Hannu Nurmesniemi, Olli Dahl

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Trace element speciation of an integrated soil amendment matrix was studied with a modified BCR sequential extraction procedure. The analysis included pseudo-total concentration determinations according to USEPA 3051A and relevant physicochemical properties by standardized methods. Based on the results, the soil amendment matrix possessed neutralization capacity comparable to commercial fertilizers. Additionally, the pseudo-total concentrations of all trace elements included in the Finnish regulation for agricultural fertilizers were lower than the respective statutory limit values. According to chemical speciation, the lability of trace elements increased in the following order: Hg < Cr < Co < Cu < As < Zn < Ni < Pb < Cd < V < Mo < Ba. The validity of the BCR approach as a tool for chemical speciation was confirmed by the additional acid digestion phase. Recovery of trace elements during the procedure assured the validity of the approach and indicated good quality of the analytical work.

Keywords: BCR, bioavailability, trace element, industrialresidue, sequential extraction

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Authors: A. Gutiérrez, A. Castillo, J. M. Gómez, J. M. Gutiérrez, A. García-Cabot

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Road signs are the elements of roads with a lot of influence in driver-s behavior. So that signals can fulfill its function, they must overcome visibility and durability requirements, particularly needed at night, when the coefficient of retroreflection becomes a decisive factor in ensuring road safety. Accepting that the visibility of the signage has implications for people-s safety, we understand the importance to fulfill its function: to foster the highest standards of service and safety in drivers. The usual conditions of perception of any sign are determined by: age of the driver, reflective material, luminosity, vehicle speed and emplacement. In this way, this paper evaluates the different signals to increase the safety road.

Keywords: Luminosity, orientation, retroreflection, traffic signs.

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Authors: Lorena Munoz

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Since the 1990s, cities in the Global South have implemented revanchist neoliberal urban regeneration policies that cater to urban elites based on “recovering” public space for capital accumulation purposes. These policies often work to reify street vending as survival strategies of ‘last resort’ for marginalized people and as an unorganized, unsystematic economic activities that needs to be disciplined, incorporated and institutionalized into the formal economy. This paper suggests that, by moving away from frameworks that reify formal/informal spheres of the economy, we are able to disrupt and rethink normative understandings of economic practices categorized as ‘informal’. Through queering economies, informal workers center their own understandings of self-value and legitimacy informing their economic lives and contributions to urban life. As such, queering the economy opens up possibilities of rethinking urban redevelopment policies that incorporate rather than remove street vendors, as their economic practices are incorporated into the everyday fabric and aesthetic of urban life.

Keywords: Informal economy, street vending, diverse economies, immigrant informal workers.

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Authors: Krešimir Fertalj, Mladen Matejaš

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In turbulent modern economy, the companies need to properly manage their business processes. Well-defined and stable business processes ensure security of crucial data and applications, and provide a quality product or service to the end customer. On the other side, constant changes on the market, new regulatory provisions, and emerging new technologies require the need of issuing prompt and effective changes of business process. In this article, we explore the use of agile principles in working with business process management (BPM) solutions. We deal with difficulties in BPM development cycle, review the benefits of using agility, and choose the basic agile principles that ensure the success of a BPM project.

Keywords: Agile development, BPM environment, Kanban, SCRUM, XP.

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Authors: Irina Astrova, Arne Koschel, Thole Schneider, Johannes Westhuis, Jürgen Westerkamp

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The main purpose of this paper was to find a simple solution for load balancing and fault tolerance in OSGi. The challenge was to implement a highly available web application such as a shopping cart system with load balancing and fault tolerance, without having to change the core of OSGi.

Keywords: Fault tolerance, load balancing, OSGi, shopping cart system.

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Authors: Muhammad T. Alam, Zheng Da Wu

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In this research, we propose a weighted class based queuing (WCBQ) mechanism to provide class differentiation and to reduce the load for the IMS (IP Multimedia Subsystem) presence server (PS). The tasks of admission controller for the PS are demonstrated. Analysis and simulation models are developed to quantify the performance of WCBQ scheme. An optimized dropping time frame has been developed based on which some of the preexisting messages are dropped from the PS-buffer. Cost functions are developed and simulation comparison has been performed with FCFS (First Come First Served) scheme. The results show that the PS benefits significantly from the proposed queuing and dropping algorithm (WCBQ) during heavy traffic.

Keywords: Admission control, presence, queuing.

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Authors: Norazah Mohd Suki, Norbayah Mohd Suki

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This study aims to identify cellular phone users- shopping motivating factors towards online shopping. 100 university students located in Klang Valley, Malaysia were involved as the respondents. They were required to complete a set of questionnaire and had to own a cellular phone in order to be selected as sample in this study. Three from five proposed hypotheses were supported: purchasing information, shopping utilities and service quality. As a result, marketers and retailers should concentrate more on the less important factors in order to encourage and create willingness of the consumers to purchase online. Recommendation for future research is also presented.

Keywords: Motivation, Online Shopping, Purchasing.

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Authors: O. C. Nosiri, V. E. Idigo, C. O. Ohaneme, K. A. Akpado

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Coverage and capacity performance in a cellular network determines the system potentials. If the coverage radius is limited, end users suffer poor service quality, if the system capacity reduces, fewer subscribers will be accommodated. This paper investigated the performance effects of the noise rise caused by the spurious emission from a co-located jammer involving downlink frequency of CDMA2000 and uplink frequency of WCDMA operating at 1.9GHz. Measurements were carried out to evaluate the impact on the coverage radius and the system capacity.

Keywords: Capacity, Co-location, Coverage, Noise rise.

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Authors: Asmawi A., Affendey L. S., Udzir N. I., Mahmod R.

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The topic of enhancing security in XML databases is important as it includes protecting sensitive data and providing a secure environment to users. In order to improve security and provide dynamic access control for XML databases, we presented XLog file to calculate user trust values by recording users’ bad transaction, errors and query severities. Severity-aware trust-based access control for XML databases manages the access policy depending on users' trust values and prevents unauthorized processes, malicious transactions and insider threats. Privileges are automatically modified and adjusted over time depending on user behaviour and query severity. Logging in database is an important process and is used for recovery and security purposes. In this paper, the Xlog file is presented as a dynamic and temporary log file for XML databases to enhance the level of security.

Keywords: XML database, trust-based access control, severity-aware, trust values, log file.

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Authors: Amr Almaddah, Sadi Vural, Yasushi Mae, Kenichi Ohara, Tatsuo Arai

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In this paper, we propose a robust face relighting technique by using spherical space properties. The proposed method is done for reducing the illumination effects on face recognition. Given a single 2D face image, we relight the face object by extracting the nine spherical harmonic bases and the face spherical illumination coefficients. First, an internal training illumination database is generated by computing face albedo and face normal from 2D images under different lighting conditions. Based on the generated database, we analyze the target face pixels and compare them with the training bootstrap by using pre-generated tiles. In this work, practical real time processing speed and small image size were considered when designing the framework. In contrast to other works, our technique requires no 3D face models for the training process and takes a single 2D image as an input. Experimental results on publicly available databases show that the proposed technique works well under severe lighting conditions with significant improvements on the face recognition rates.

Keywords: Face synthesis and recognition, Face illumination recovery, 2D spherical spaces, Vision for graphics.

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Authors: Manatchanok Tantiphiphatthana, Lin Peng, Rujira Jitrwung, Kunio Yoshikawa

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Hydrothermal liquefaction (HTL) is a technique for obtaining clean biofuel from biomass in the presence of heat and pressure in an aqueous medium which leads to a decomposition of this biomass to the formation of various products. A role of operating conditions is essential for the bio-oil and other products’ yield and also quality of the products. The effects of these parameters were investigated in regards to the composition and yield of the products. Chlorellaceae microalgae were tested under different HTL conditions to clarify suitable conditions for extracting bio-oil together with value-added co-products. Firstly, different microalgae loading rates (5-30%) were tested and found that this parameter has not much significant to product yield. Therefore, 10% microalgae loading rate was selected as a proper economical solution for conditioned schedule at 250oC and 30 min-reaction time. Next, a range of temperature (210-290oC) was applied to verify the effects of each parameter by keeping the reaction time constant at 30 min. The results showed no linkage with the increase of the reaction temperature and some reactions occurred that lead to different product yields. Moreover, some nutrients found in the aqueous product are possible to be utilized for nutrient recovery.

Keywords: Bio-oil, Hydrothermal Liquefaction, Microalgae, Aqueous co-product.

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Authors: A. Gamil, G. Herold

Abstract:

The concept of differential protection based on current quantities has been discussed in many paper and researches. For certificating and inverting of currents and voltages through converter systems, there is no conventional current differential relay, which can compare current quantities, because they are different in form and frequencies. An overview over a new concept of differential protection for converters based on instantaneous power quantities will be discussed in this paper. To drive the power quantities a mathematical background of the space vectors will be introduced. A simple DCLink is preceded in this paper and a power analysis description and simulation is derived using Matlab®/ SimulinkTM concerning a certain construction scheme of Power Differential Relay System. Finally a complete analysis of three phase fault in DC-Link Rectifier is discussed to ensure the ability of Power Differential Protection System to detect the fault in main and selectivity protection sections.

Keywords: Space Vectors, Power Differential Relay (PDR), Short Circuit Power, Diode Recovery Energy, Detected Power Differential Signal (DPDS), Power Space Vector (PSV), Power Space Vector Protection Area (PSVPA).

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Authors: P.S.Prakash, S.Selvan

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Over the past several years, there has been a considerable amount of research within the field of Quality of Service (QoS) support for distributed multimedia systems. One of the key issues in providing end-to-end QoS guarantees in packet networks is determining a feasible path that satisfies a number of QoS constraints. The problem of finding a feasible path is NPComplete if number of constraints is more than two and cannot be exactly solved in polynomial time. We proposed Feasible Path Selection Algorithm (FPSA) that addresses issues with pertain to finding a feasible path subject to delay and cost constraints and it offers higher success rate in finding feasible paths.

Keywords: feasible path, multiple constraints, path selection, QoS routing

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Authors: Moudar H. A. Zgoul, Amin Al Zamer

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Adhesive materials and adhesion have been the focal point of multiple research works related to numerous applications, particularly, aerospace, and aviation industries. To enhance the properties of conventional adhesive materials, additives have been introduced to the mix in order to enhance their mechanical and physical properties by creating a hybrid adhesive material. The evaluation of the mechanical properties of such hybrid adhesive materials is thus of an essential requirement for the purpose of properly modeling their behavior accurately. This paper presents an approach/tool to simulate the behavior such hybrid adhesives in a way that will allow researchers to better understand their behavior while in service.

Keywords: Adhesive materials, analysis, hybrid adhesives, mechanical properties, simulation.

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

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

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

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Authors: Wiroon Sriborrirux, Sorakrai Kraipui, Nakorn Indra-Payoong

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One of the most importance of intelligence in-car and roadside systems is the cooperative vehicle-infrastructure system. In Thailand, ITS technologies are rapidly growing and real-time vehicle information is considerably needed for ITS applications; for example, vehicle fleet tracking and control and road traffic monitoring systems. This paper defines the communication protocols and software design for middleware components of B-VIS (Burapha Vehicle-Infrastructure System). The proposed B-VIS middleware architecture serves the needs of a distributed RFID sensor network and simplifies some intricate details of several communication standards.

Keywords: Middleware, RFID sensor network, Cooperativevehicle-infrastructure system, Enterprise Java Bean.

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Authors: J. Y. Jang, C. Y. Tseng

Abstract:

A three-dimensional numerical model of thermoelectric generator (TEG) modules attached to a large chimney plate is proposed and solved numerically using a control volume based finite difference formulation. The TEG module consists of a thermoelectric generator, an elliptical pin-fin heat sink, and a cold plate for water cooling. In the chimney, the temperature of flue gases is 450-650K. Although the TEG hot-side temperature and thus the electric power output can be increased by inserting an elliptical pin-fin heat sink into the chimney tunnel to increase the heat transfer area, the pin fin heat sink would cause extra pumping power at the same time. The main purpose of this study is to analyze the effects of geometrical parameters on the electric power output and chimney pressure drop characteristics. The effects of different operating conditions, including various inlet velocities (Vin= 1, 3, 5 m/s), inlet temperatures (Tgas = 450, 550, 650K) and different fin height (0 to 150 mm) are discussed in detail. The predicted numerical data for the power vs. current (P-I) curve are in good agreement (within 11%) with the experimental data.

Keywords: Thermoelectric generator, Waste heat recovery, Elliptical pin-fin heat sink.

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Authors: Jamie Wong, Daisy Sang, Chang-Shyh Peng

Abstract:

Geofence is a virtual fence defined by a preset physical radius around a target location. Geofencing App provides location-based services which define the actionable operations upon the crossing of a geofence. Geofencing requires continual location tracking, which can consume noticeable amount of battery power. Additionally, location updates need to be frequent and accurate or order so that actions can be triggered within an expected time window after the mobile user navigate through the geofence. In this paper, we build an Android mobile geofencing Application to remotely and autonomously control a power switch.

Keywords: Location based service, geofence, autonomous, remote switch.

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Authors: Parisa Hasanpour, Bahram Borooghani, Vahid Asadi

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In the current research, a catastrophic failure of a 304 stainless steel flange at pipeline transportation of ethylene in a petrochemical refinery was studied. Cracking was found in the flange after about 78840h service. Through the chemical analysis and tensile tests, in addition to microstructural analysis such as optical microscopy and Scanning Electron Microscopy (SEM) on the failed part, it found that the fatigue was responsible for the fracture of the flange, which originated from bumps and depressions on the outer surface and propagated by vibration caused by the working condition.

Keywords: Failure analysis, 304 stainless steel, fatigue, flange, petrochemical refinery.

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Authors: L. Ashok Kumar, N. Sujith Kumar

Abstract:

Most of the PV systems are designed with transformer for safety purpose with galvanic isolation. However, the transformer is big, heavy and expensive. Also, it reduces the overall frequency of the conversion stage. Generally PV inverter with transformer is having efficiency around 92%–94% only. To overcome these problems, transformerless PV system is introduced. It is smaller, lighter, cheaper and higher in efficiency. However, dangerous leakage current will flow between PV array and the grid due to the stray capacitance. There are different types of configurations available for transformerless inverters like H5, H6, HERIC, oH5, and Dual paralleled buck inverter. But each configuration is suffering from its own disadvantages like high conduction losses, shoot-through issues of switches, dead-time requirements at zero crossing instants of grid voltage to avoid grid shoot-through faults and MOSFET reverse recovery issues. The main objective of the proposed transformerless inverter is to address two key issues: One key issue for a transformerless inverter is that it is necessary to achieve high efficiency compared to other existing inverter topologies. Another key issue is that the inverter configuration should not have any shoot-through issues for higher reliability.

Keywords: Leakage current, common mode (CM), photovoltaic (PV) systems, pulse width modulation (PWM).

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Authors: Merve Ozer, Tolga Gokkurt, Yasemen Gokkurt, Ezgi Bozbey

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In this study, research has been conducted on the recovery of automotive textile waste, which has heavy use in the automotive sector and consists of PET/PP content, through the upcycling technique of post-product and post-consumer usage. The aim is to investigate the formulation and production methods that will enable the substitution of original PP raw materials, used in the production of plastic edge bands, with PP/PET alloys. The lamination structure of the mentioned waste makes it impossible to separate the incompatible PP and PET phases, thereby hindering the production of high-quality raw materials or products through recycling. In this study, a comprehensive process was examined through a two-step production process using different types of block and maleic-grafted copolymers to achieve compatibility between these two incompatible phases. The obtained plastic raw materials, referred to as PP/PET blends, were examined in detail, with a focus on their mechanical, thermal, and morphological properties, to discuss their substitutability for the original raw materials.

Keywords: Twin screw extruders, mechanical recycling, melt blending, plastic blends, polyethylene, polypropylene, recycling of plastics.

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Authors: Shorena Tsiklauri, Avtandil Sulaberidze, Nino Gomelauri

Abstract:

In the years followed independence, an economic crisis and some conflicts led to the displacement of many people inside Georgia. The growing poverty, unemployment, low income and its unequal distribution limited access to basic social service have had a clear direct impact on Georgian population dynamics and its age-sex structure. Factors influencing the changing population age structure and urbanization include mortality, fertility, migration and expansion of urban. In this paper presents the main factors of changing the distribution by urban and rural areas. How different are the urban and rural age and sex structures? Does Georgia have the same age-sex structure among their urban and rural populations since 1950s?

Keywords: Age and sex structure of population, Georgia, migration, urban-rural population.

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Authors: Samin Jirehbandei, Alireza Nemaney Pour

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Bythe development of the Internet, e-commerce has got very popular between organizations. E-commerce means buying and selling products and services over the Internet. One of the challenging issues in e-commerce is how to attract the customers and how to satisfy them. Therefore, it is important to keep good relationship with the customers. This paper proposes a new model to increase the customer satisfaction by introducing live-operator. Live-operator is a system which is involved both with the customers and the organization.In this system the customers feelthatthey receive the service directly from the organization. This model decreases the response time and the customer loss. Moreover, it increases customer trust and the ability of organizations.

Keywords: Customer, Customer Satisfaction, e-Commerce, e-CRM, Live-Operator, Organization

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