Search results for: online resources

Authors: H. Zare Amadabadi, S. Soltani Gerdefaramarzi

Abstract:

In recent years, strategic alliances have taken increasing importance as a means to control competitive forces and to enter into new markets. Joint ventures are one of the most frequently used contractual forms in strategic alliances. There are various motivations for cooperation between two or more firms e.g., accessing to technical know-how, accessing to financial resources and managing risks. The firms must know about these motivations to encourage for establishing joint venture. So, it is important for managers to understand about these motives. On the other hand, the cooperation section is one of the most effective parts in each country. In this way, our study identifies goals of joint venture between cooperative manufacturing firms, and prioritizes those using TOPSIS1. The results show that the most important of joint venture goals are: accessing to managerial know-how, sharing total capital investment.

Keywords: Cooperative, Joint Venture, TOPSIS

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Authors: Wernhuar Tarng, Weichian Tsai

Abstract:

The major purpose of this study is to use network and multimedia technologies to build a game-based learning system for junior high school students to apply in learning “World Geography" through the “role-playing" game approaches. This study first investigated the motivation and habits of junior high school students to use the Internet and online games, and then designed a game-based learning system according to situated and game-based learning theories. A teaching experiment was conducted to analyze the learning effectiveness of students on the game-based learning system and the major factors affecting their learning. A questionnaire survey was used to understand the students- attitudes towards game-based learning. The results showed that the game-based learning system can enhance students- learning, but the gender of students and their habits in using the Internet have no significant impact on learning. Game experience has a significant impact on students- learning, and the higher the experience value the better the effectiveness of their learning. The results of questionnaire survey also revealed that the system can increase students- motivation and interest in learning "World Geography".

Keywords: Game-based learning, situated learning, role playing, learning effectiveness, learning motivation.

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Authors: Nasrin Bakhshizadeh, Ashkan Forootan

Abstract:

A major problem that affects the quality control of polymer in the industrial polymerization is the lack of suitable on-line measurement tools to evaluate the properties of the polymer such as melt and density indices. Controlling the polymerization in ordinary method is performed manually by taking samples, measuring the quality of polymer in the lab and registry of results. This method is highly time consuming and leads to producing large number of incompatible products. An online application for estimating melt index and density proposed in this study is a neural network based on the input-output data of the polyethylene production plant. Temperature, the level of reactors' bed, the intensity of ethylene mass flow, hydrogen and butene-1, the molar concentration of ethylene, hydrogen and butene-1 are used for the process to establish the neural model. The neural network is taught based on the actual operational data and back-propagation and Levenberg-Marquart techniques. The simulated results indicate that the neural network process model established with three layers (one hidden layer) for forecasting the density and the four layers for the melt index is able to successfully predict those quality properties.

Keywords: Polyethylene, polymerization, density, melt index, neural network.

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Authors: A. Ellen Kalinga, R. B. Burchard Bagile, Lena Trojer

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Information and Communications Technologies (ICT) has been integrated in education in many developing and developed countries alike, but the use of ICT in Tanzanian schools is dismal. Many Tanzanian secondary schools have no computers. The few schools with computers use them primarily for secretarial services and computer literacy training. The Tanzanian education system at other levels like secondary school level has to undergo substantial transformation, underscored by the growing application of new information and communication technology. This paper presents the e-readiness survey result from secondary schools in Tanzania. The paper also suggests how Tanzania can make use of the few present ICT resources to support and improve teaching and learning functions to improve performance and acquisition of knowledge by using e-Learning Management System (e-LMS).

Keywords: e-Learning, ICT, Object-Oriented, Participatorydesign.

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Authors: Conradie, P.W., Lombard, A., Moller, M.

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The dramatic effect of information technology on society is undeniable. In education, it is evident in the use of terms like active learning, blended learning, electronic learning and mobile learning (ubiquitous learning). This study explores the perceptions of 54 learners in a higher education institution regarding the use of mobile devices in a third year module. Using semi-structured interviews, it was found that mobile devices had a positive impact on learner motivation, engagement and enjoyment. It also improved the consistency of learning material, and the convenience and flexibility (anywhere, anytime) of learning. User-interfacelimitation, bandwidth and cognitive overload, however, were of concern. The use of cloud based resources like Youtube and Google Docs, through mobile devices, positively influenced learner perceptions, making them prosumers (both consumers and producers) of education content.

Keywords: Active learning, education, mobile learning, pedagogy.

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Authors: C. Ardil

Abstract:

In this paper, we introduce an e-collaborative learning circles methodology which utilizes the information and communication technologies (ICTs) in e-educational processes. In e-collaborative learning circles methodology, the teachers and students announce their research projects on various mailing lists and discussion boards using available ICTs. The teachers & moderators and students who are already members of the e-forums, discuss the project proposals in their classrooms sent out by the potential global partner schools and return the requested feed back to the proposing school(s) about their level of the participation and contribution in the research. In general, an e-collaborative learning circle project is implemented with a small and diverse group (usually 8-10 participants) from around the world. The students meet regularly over a period of weeks/months through the ICTs during the ecollaborative learning process. When the project is completed, a project product (e-book / DVD) is prepared and sent to the circle members. In this research, when taking into account the interests and motivation of the participating students with the facilitating role of the teacher(s), the students in each circle do research to obtain new data and information, thus enabling them to have the opportunity to meet both different cultures and international understandings across the globe. However, while the participants communicate along with the members in the circle they also practice and develop their communication language skills. Finally, teachers and students find the possibility to develop their skills in using the ICTs as well.

Keywords: Distance Education, Online Learning, Web BasedLearning, Learning Circles, e-Collaborative Learning Circles

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Authors: Aishath Shakeela

Abstract:

At a global level, water stewardship, water stress and water security are crucial factors in tourism planning and development considerations. Challenges associated with water is of particular concern to the Maldives as there is limited availability of freshwater, high dependency on desalinated water, and high unit cost associated with desalinating water. While the Maldives is promoted as an example of sustainable tourism, a key sustainability challenge facing tourism dependent communities is the efficient use and management of available water resources. A water crisis event in the capital island of Maldives highlighted how precarious water related issues are in this tourism dependent destination. Applying netnography, the focus of this working paper is to present community perceptions of how government policies addressed Malé Water and Sewerage Company (MWSC) water crisis event.

Keywords: Crisis management, government policies, Maldives, tourism, water.

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Authors: Tae Kyung Kim, Hee Suk Seo

Abstract:

Sensor networks are often deployed in unattended environments, thus leaving these networks vulnerable to false data injection attacks in which an adversary injects forged reports into the network through compromised nodes, with the goal of deceiving the base station or depleting the resources of forwarding nodes. Several research solutions have been recently proposed to detect and drop such forged reports during the forwarding process. Each design can provide the equivalent resilience in terms of node compromising. However, their energy consumption characteristics differ from each other. Thus, employing only a single filtering scheme for a network is not a recommendable strategy in terms of energy saving. It's very important the threshold determination for message authentication to identify. We propose the recursive contract net protocols which less energy level of terminal node in wireless sensor network.

Keywords: Data filtering, recursive CNP, simulation.

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Authors: Frederick Wedzerai Nyakudya

Abstract:

In this paper, we examine the relationship between human capital, personal wealth and social capital to explain the differences in start-up rates between female and male entrepreneurs. Since our dependent variable is dichotomous, we examine the determinants of these using a maximum likelihood logit estimator. We used the Global Entrepreneurship Monitor database covering the period 2006 to 2009 with 421 usable cases drawn from the Lower Layer Super Output Areas in East Midlands in the United Kingdom. We found evidence indicating that a female positively moderates the positive relationships between indicators of human capital and personal wealth with start-up activity. The findings have implications for programs, policies, and practices to encourage more females to engage in start-up activity.

Keywords: Entrepreneurship, Global Entrepreneurship Monitor, gender gap, women's entrepreneurship.

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Authors: Selar Othman Ali

Abstract:

Implementing quality assurance in higher education establishments is the main focus of the reform process currently undertaken by the Ministry of Higher Education and Scientific Research in the Kurdistan Region of Iraq. The reform agenda has involved attempts to improve academic quality and management processes in universities, technical institutions and colleges. The central challenge for the reform process is to produce change in higher education in a region where administration is described as centralized and bureaucratic. To make these changes, there should be a well-designed plans and follow up processes in order to monitor progress and develop responses to obstacles. Lack of skills, resources, political dilemmas, poor motivation, and readiness to face the consequences of change are factors which will determine the success of the reform process.

Keywords: Higher Education, Kurdistan-Iraq, Quality Assurance

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Authors: Matthias Dehmer, Frank Emmert Streib, Jürgen Kilian, Andreas Zulauf

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Methods for organizing web data into groups in order to analyze web-based hypertext data and facilitate data availability are very important in terms of the number of documents available online. Thereby, the task of clustering web-based document structures has many applications, e.g., improving information retrieval on the web, better understanding of user navigation behavior, improving web users requests servicing, and increasing web information accessibility. In this paper we investigate a new approach for clustering web-based hypertexts on the basis of their graph structures. The hypertexts will be represented as so called generalized trees which are more general than usual directed rooted trees, e.g., DOM-Trees. As a important preprocessing step we measure the structural similarity between the generalized trees on the basis of a similarity measure d. Then, we apply agglomerative clustering to the obtained similarity matrix in order to create clusters of hypertext graph patterns representing navigation structures. In the present paper we will run our approach on a data set of hypertext structures and obtain good results in Web Structure Mining. Furthermore we outline the application of our approach in Web Usage Mining as future work.

Keywords: Clustering methods, graph-based patterns, graph similarity, hypertext structures, web structure mining

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Authors: Ghulam Zakria, Zailin Guan , Yasser Riaz Awan, Wan Lizhi

Abstract:

There are many real world problems in which parameters like the arrival time of new jobs, failure of resources, and completion time of jobs change continuously. This paper tackles the problem of scheduling jobs with random due dates on multiple identical machines in a stochastic environment. First to assign jobs to different machine centers LPT scheduling methods have been used, after that the particular sequence of jobs to be processed on the machine have been found using simple stochastic techniques. The performance parameter under consideration has been the maximum lateness concerning the stochastic due dates which are independent and exponentially distributed. At the end a relevant problem has been solved using the techniques in the paper..

Keywords: Quantity Production Flow Shop, LPT Scheduling, Stochastic Scheduling, Maximum Lateness, Random Due Dates

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Authors: Aussadavut Dumrongsiri

Abstract:

Web-based technologies have created numerous opportunities for electronic word-of-mouth (eWOM) communication. There are many factors that affect customer adoption and decisionmaking process. However, only a few researches focus on some factors such as the membership time of forum and propensity to trust. Using a discrete-time event simulation to simulate a diffusion model along with a consumer decision model, the study shows the effect of each factor on adoption of opinions on on-line discussion forum. The purpose of this study is to examine the effect of factor affecting information adoption and decision making process. The model is constructed to test quantitative aspects of each factor. The simulation study shows the membership time and the propensity to trust has an effect on information adoption and purchasing decision. The result of simulation shows that the longer the membership time in the communities and the higher propensity to trust could lead to the higher demand rates because consumers find it easier and faster to trust the person in the community and then adopt the eWOM. Other implications for both researchers and practitioners are provided.

Keywords: word of mouth, simulation, consumer behavior, ebusiness, marketing, diffusion process.

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Authors: Manal Sultan Alhussein, Xiang Michelle Liu

Abstract:

Telehealth is an advanced technology using digital information and telecommunication facilities that provide access to health services from a distance. It slows the transmission factor of COVID-19, especially for elderly patients and patients with chronic diseases during the pandemic. Therefore, understanding patient perspectives on telehealth services and the factors impacting their option of telehealth service will shed light on the measures that healthcare providers can take to improve the quality of telehealth services. This study aimed to evaluate perceptions of telehealth services among different patient groups and explore various aspects of telehealth utilization in the United States during the COVID-19 pandemic. An online survey distributed via social media platforms was used to collect research data. In addition to the descriptive statistics, both correlation and regression analyses were conducted to test research hypotheses. The empirical results highlighted that the factors such as accessibility to telehealth services and the type of specialty clinics that the patients required play important roles in the effectiveness of telehealth services they received. However, the results found that patients’ waiting time to receive telehealth services and their annual income did not significantly influence their desire to select receiving healthcare services via telehealth. The limitations of the study and future research directions are discussed.

Keywords: Telehealth, patient satisfaction, pandemic, healthcare, remote patient monitor.

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Authors: Petra Horváthová, Marie Mikušová

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The aim of the article is to describe modern contemporary systems of employees' remuneration used in organizations, to give a general overview of these questions based on the questionnaire survey made by the authors, as well as to assess possible effects of economic crisis in this area. It is necessary to be aware of the fact that firm's success in the contemporary business environment depends not only on the technical equipment, financial resources, availability of raw materials and information and effective management, but one of the crucial factors of firm's success is its human potential. The article emphasizes that the well working remuneration system has a very important position in the organization in the broadest sense. The paper also aims to the current situation in the area of employees' remuneration in one of Czech Republic regions, in the Moravian-Silesian Region.

Keywords: Benefits, remuneration system, total pay, variable pay.

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Authors: M. Bahgat, F. M. Awan, H. A. Hanafy, O. N. Alzeghaibi

Abstract:

Strontium hexaferrite (SrFe12O19; Sr-ferrite) is one of the well-known materials for permanent magnets. In this study, Mtype strontium ferrite was prepared by following the conventional ceramic method from steelmaking by-product. Initial materials; SrCO3 and by-product, were mixed together in the composition of SrFe12O19 in different Sr/Fe ratios. The mixtures of these raw materials were dry-milled for 6h. The blended powder was presintered (i.e. calcination) at 1000°C for different times periods, then cooled down to room temperature. These pre-sintered samples were re-milled in a dry atmosphere for 1h and then fired at different temperatures in atmospheric conditions, and cooled down to room temperature. The produced magnetic powder has a dense hexagonal grain shape structure. The calculated energy product values for the produced samples ranged from 0.3 to 2.4 MGOe.

Keywords: Ceramic route, Hard magnetic materials, Strontium ferrite.

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Authors: Wei Bin Shen

Abstract:

Lou Gang world irrigation project heritage in Taihu Lake is a systematic irrigation project integrating water conservancy, ecology and culture. Through the methods of historical documents and field investigation, this paper deeply analyzes the formation history, connotation and value of Lou Gang polder system: Lou Gang heritage, describes in detail the relationship between Lou Gang polder system in Taihu Lake and the development and evolution of Huzhou City, and initially explores the protection and Utilization Strategies of Lou Gang water conservancy cultural heritage resources in Taihu Lake from the current situation.

Keywords: Lou Gang, protection strategy, urban evolution, water conservancy cultural heritage.

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Authors: Lun-Ping Hung, Nan-Chen Hsieh, Chia-Ling Ho, Chien-Liang Chen

Abstract:

Currently, most of distance learning courses can only deliver standard material to students. Students receive course content passively which leads to the neglect of the goal of education – “to suit the teaching to the ability of students". Providing appropriate course content according to students- ability is the main goal of this paper. Except offering a series of conventional learning services, abundant information available, and instant message delivery, a complete online learning environment should be able to distinguish between students- ability and provide learning courses that best suit their ability. However, if a distance learning site contains well-designed course content and design but fails to provide adaptive courses, students will gradually loss their interests and confidence in learning and result in ineffective learning or discontinued learning. In this paper, an intelligent tutoring system is proposed and it consists of several modules working cooperatively in order to build an adaptive learning environment for distance education. The operation of the system is based on the result of Self-Organizing Map (SOM) to divide students into different groups according to their learning ability and learning interests and then provide them with suitable course content. Accordingly, the problem of information overload and internet traffic problem can be solved because the amount of traffic accessing the same content is reduced.

Keywords: Distance Learning, Intelligent Tutoring System(ITS), Self-Organizing Map (SOM)

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Authors: Prariyada Theptat, Sumaeth Chavadej, John F. Scamehorn

Abstract:

One of the most challenges for hard surface cleaning product is to get rid of soap scum, a filmy sticky layer in the bathroom. The deposits of soap scum can be removed by using a proper surfactant solution with chelating agent. Unfortunately, the conventional chelating agent, ethylenediamine tetraacetic acid (EDTA), has low biodegradability, which can be tolerance in water resources and harmful to aquatic animal and microorganism. In this study, two biodegradable chelating agents, ethylenediamine disuccinic acid (EDDS) and glutamic acid diacetic acid (GLDA) were introduced as a replacement of EDTA. The result shows that using GLDA with amphoteric surfactant gave the highest equilibrium solubility of soap scum.

Keywords: Biodegradable chelating agent, EDDS, GLDA, Soap scum.

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Authors: Regine W. Vroom, Lysanne E. Vossen, Anoek M. Geers

Abstract:

Industrial design engineering is an information and knowledge intensive job. Although Wikipedia offers a lot of this information, design engineers are better served with a wiki tailored to their job, offering information in a compact manner and functioning as a design tool. For that reason WikID has been developed. However for the viability of a wiki, an active user community is essential. The main subject of this paper is a study to the influence of the communication and the contents of WikID on the user-s willingness to contribute. At first the theory about a website-s first impression, general usability guidelines and user motivation in an online community is studied. Using this theory, the aspects of the current site are analyzed on their suitability. These results have been verified with a questionnaire amongst 66 industrial design engineers (or students industrial design engineering). The main conclusion is that design engineers are enchanted with the existence of WikID and its knowledge structure (taxonomy) but this structure has not become clear without any guidance. In other words, the knowledge structure is very helpful for inspiring and guiding design engineers through their tailored knowledge domain in WikID but this taxonomy has to be better communicated on the main page. Thereby the main page needs to be fitted more to the target group preferences.

Keywords: Industrial Design Engineering Knowledge, SemanticWiki, User Willingness to Contribute Knowledge to a Wiki, Influence of Website Content to User Activation.

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Authors: Johan Fredin, Anders Jönsson

Abstract:

Abrasive waterjet cutting (AWJ) is a highly efficient method for cutting almost any type of material. When holes shall be cut the waterjet first needs to pierce the material.This paper presents a vast experimental analysis of piercing parameters effect on piercing time. Results from experimentation on feed rates, work piece thicknesses, abrasive flow rates, standoff distances and water pressure are also presented as well as studies on three methods for dynamic piercing. It is shown that a large amount of time and resources can be saved by choosing the piercing parameters in a correct way. The large number of experiments puts demands on the experimental setup. An automated experimental setup including piercing detection is presented to enable large series of experiments to be carried out efficiently.

Keywords: Waterjet cutting, Piercing, Experimentation

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Authors: Cherif Haddad, Faouzi Ben Charrada

Abstract:

On a such wide-area environment as a Grid, data placement is an important aspect of distributed database systems. In this paper, we address the problem of initial placement of database no-replicated fragments in Grid architecture. We propose a graph based approach that considers resource restrictions. The goal is to optimize the use of computing, storage and communication resources. The proposed approach is developed in two phases: in the first phase, we perform fragment grouping using knowledge about fragments dependency and, in the second phase, we determine an efficient placement of the fragment groups on the Grid. We also show, via experimental analysis that our approach gives solutions that are close to being optimal for different databases and Grid configurations.

Keywords: Grid computing, Distributed systems, Data resourcesmanagement, Database systems, Database placement.

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Authors: L. Bokopane, K. Kusakana, H. J. Vermaark

Abstract:

The success of renewable powered electric vehicle charging station in isolated areas depends highly on the availability and sustainability of renewable resources all year round at a selected location. The main focus of this paper is to discuss the possible charging strategies that could be implemented to find the best possible configuration of an electric Tuk-Tuk charging station at a given location within South Africa. The charging station is designed, modeled and simulated to evaluate its performances. The technoeconomic analysis of different feasible supply configurations of the charging station using renewable energies is simulated using HOMER software and the results compared in order to select the best possible charging strategies in terms of cost of energy consumed.

Keywords: Electric Tuk-Tuk, Renewable energy, Energy Storage, Hybrid systems, HOMER.

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Authors: María I. Jiménez, Alberto Izquierdo, Juan J. Villacorta, Lara del Val, Mariano Raboso

Abstract:

There are very complex communication systems, as the multifunction radar, MFAR (Multi-Function Array Radar), where functions are integrated all together, and simultaneously are performed the classic functions of tracking and surveillance, as all the functions related to the communication, countermeasures, and calibration. All these functions are divided into the tasks to execute. The task scheduler is a key element of the radar, since it does the planning and distribution of energy and time resources to be shared and used by all tasks. This paper presents schedulers based on the use of multiple queue. Several schedulers have been designed and studied, and it has been made a comparative analysis of different performed schedulers. The tests and experiments have been done by means of system software simulation. Finally a suitable set of radar characteristics has been selected to evaluate the behavior of the task scheduler working.

Keywords: Queue Theory, Radar, Scheduler, Task.

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Authors: Saad Chakkor, Mostafa Baghouri, Abderrahmane Hajraoui

Abstract:

ESPRIT-TLS method appears a good choice for high resolution fault detection in induction machines. It has a very high effectiveness in the frequency and amplitude identification. Contrariwise, it presents a high computation complexity which affects its implementation in real time fault diagnosis. To avoid this problem, a Fast-ESPRIT algorithm that combined the IIR band-pass filtering technique, the decimation technique and the original ESPRIT-TLS method was employed to enhance extracting accurately frequencies and their magnitudes from the wind stator current with less computation cost. The proposed algorithm has been applied to verify the wind turbine machine need in the implementation of an online, fast, and proactive condition monitoring. This type of remote and periodic maintenance provides an acceptable machine lifetime, minimize its downtimes and maximize its productivity. The developed technique has evaluated by computer simulations under many fault scenarios. Study results prove the performance of Fast- ESPRIT offering rapid and high resolution harmonics recognizing with minimum computation time and less memory cost.

Keywords: Spectral Estimation, ESPRIT-TLS, Real Time, Diagnosis, Wind Turbine Faults, Band-Pass Filtering, Decimation.

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Authors: Edem K. Bankas, Kazeem A. Gbolagade

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In this paper, we propose a new efficient reverse converter for the 4-moduli set {2ⁿ, 2ⁿ + 1, 2ⁿ − 1, 2²ⁿ⁺¹ – 1} based on a modified Chinese Remainder Theorem and Mixed Radix Conversion. Additionally, the resulting architecture is further reduced to obtain a reverse converter that utilizes only carry save adders, a multiplexer and carry propagate adders. The proposed converter has an area cost of (12n + 2) FAs and (5n + 1) HAs with a delay of (9n + 6)t_FA + t_MUX. When compared with state of the art, our proposal demonstrates to be faster, at the expense of slightly more hardware resources. Further, the Area-Time square metric was computed which indicated that our proposed scheme outperforms the state of the art reverse converter.

Keywords: Modified Chinese Remainder Theorem, Mixed Radix Conversion, Reverse Converter, Carry Save Adder, Carry Propagate Adder.

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Authors: H. Ahmed, A. Persson, L. Sundqvist, B. Biorkman

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Numerous amounts of metallurgical dusts and sludge containing iron as well as some other valuable elements such as Zn, Pb and C are annually produced in the steelmaking industry. These alternative iron ore resources (fines) with unsatisfying physical and metallurgical properties are difficult to recycle. However, agglomerating these fines to be further used as a feed stock for existing iron and steelmaking processes is practiced successfully at several plants but for limited extent.

In the present study, briquettes of integrated steelmaking industry waste materials (namely, BF-dust and sludge, BOF-dust and sludge) were used as feed stock to produce direct reduced iron (DRI). Physical and metallurgical properties of produced briquettes were investigated by means of TGA/DTA/QMS in combination with XRD. Swelling, softening and melting behavior were also studied using heating microscope.

Keywords: Iron and Steel Wastes, Recycling, Self-Reducing Briquettes, Thermogravimetry.

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Authors: B. Singh, A. Singh, R. C. Yadav

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Utmost care of human related issues are essentially required for sustainable growth of micro, small and medium enterprises (MSMEs) of India, as these MSMEs are contributing enormously to socio-economic development of country. In this research, aspects related to human factors and functioning of MSMEs of India were studied. The investigation, based on a survey of 84 MSMEs of India cited that the enterprises are mostly employing unskilled labor whose wages are less with poor training. In spite of reported minor accidents, attention towards safety is poorly paid. To meet-out the production target, MSMEs generally employ over-time and payment towards this overtime is sometimes missing. Hence, honest and humanitarian attention for better human resources is needed to improve the performance and competitiveness of MSMEs of India.

Keywords: Human factors, Small and medium enterprises, Working culture.

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Authors: Mahmood Q.K. Ghaznavi, Martin Perry, Paul Toulson, Keri Logan

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The importance of nurturing, accumulating, and efficiently deploying knowledge resources through formal structures and organisational mechanisms is well understood. Recent trends in knowledge management (KM) highlight that the effective creation and transfer of knowledge can also rely upon extra-organisational channels, such as, informal networks. The perception exists that the role of informal networks in knowledge creation and performance has been underestimated in the organisational context. Literature indicates that many managers fail to comprehend and successfully exploit the potential role of informal networks to create value for their organisations. This paper investigates: 1) whether managers share work-specific knowledge with informal contacts within and outside organisational boundaries; and 2) what do they think is the importance of this knowledge collaboration in their learning and work outcomes.

Keywords: Informal network, knowledge management, knowledge sharing, performance.

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Authors: Norazah Mohd Suki, Norbayah Mohd Suki

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This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution in the Federal Territory of Labuan, Malaysia. They were public university library users. Results revealed that all service quality dimensions tested were significant and influenced customer satisfaction of visitors to a public university library. Assurance is the most important factor that influences customer satisfaction with the services rendered by the librarian. It is imperative for the library management to take note that the top five service attributes that gained greatest attention from library visitors- perspective includes employee willingness to help customers, availability of customer representatives online for response to queries, library staff actively and promptly provide services, signs in the building are clear and library staff are friendly and courteous. This study provides valuable results concerning the determinants of the service quality and customer satisfaction of public university library services from the users' perspective.

Keywords: Service Quality, Customer Satisfaction, SERVQUAL Model, Multiple Regression Analysis

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