Search results for: Mirror Neuron System (MNS)

Authors: Almutasim Billa A. Alanazi, Hal S. Tharp

Abstract:

Safe performance and efficient energy consumption are essential factors for designing a control system. This paper presents a reinforcement learning (RL) model that can be applied to control applications to improve safety and reduce energy consumption. As hardware constraints and environmental disturbances are imprecise and unpredictable, conventional control methods may not always be effective in optimizing control designs. However, RL has demonstrated its value in several artificial intelligence (AI) applications, especially in the field of control systems. The proposed model intelligently monitors a system's success by observing the rewards from the environment, with positive rewards counting as a success when the controlled reference is within the desired operating zone. Thus, the model can determine whether the system is safe to continue operating based on the designer/user specifications, which can be adjusted as needed. Additionally, the controller keeps track of energy consumption to improve energy efficiency by enabling the idle mode when the controlled reference is within the desired operating zone, thus reducing the system energy consumption during the controlling operation. Water temperature control for a hydroponic system is taken as a case study for the RL model, adjusting the variance of disturbances to show the model’s robustness and efficiency. On average, the model showed safety improvement by up to 15% and energy efficiency improvements by 35%-40% compared to a traditional RL model.

Keywords: Control system, hydroponics, machine learning, reinforcement learning.

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Authors: Bang Young Kim, Sang Hoon Park, Chul Gyu Song

Abstract:

A conventional optical coherence tomography (OCT) system has limited imaging depth, which is 1-2 mm, and suffers unwanted noise such as speckle noise. The motorized-stage-based OCT system, using a common-path Fourier-domain optical coherence tomography (CP-FD-OCT) configuration, provides enhanced imaging depth and less noise so that we can overcome these limitations. Using this OCT systems, OCT images were obtained from an onion, and their subsurface structure was observed. As a result, the images obtained using the developed motorized-stage-based system showed enhanced imaging depth than the conventional system, since it is real-time accurate depth tracking. Consequently, the developed CP-FD-OCT systems and algorithms have good potential for the further development of endoscopic OCT for microsurgery.

Keywords: Common-path OCT, FD-OCT, OCT, Tracking algorithm.

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Authors: S. Vural, H. Yamauchi

Abstract:

Current systems for face recognition techniques often use either SVM or Adaboost techniques for face detection part and use PCA for face recognition part. In this paper, we offer a novel method for not only a powerful face detection system based on Six-segment-filters (SSR) and Adaboost learning algorithms but also for a face recognition system. A new exclusive face detection algorithm has been developed and connected with the recognition algorithm. As a result of it, we obtained an overall high-system performance compared with current systems. The proposed algorithm was tested on CMU, FERET, UNIBE, MIT face databases and significant performance has obtained.

Keywords: Adaboost, Face Detection, Face recognition, SVM, Gabor filters, PCA-ICA.

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Authors: Bogdan Walek, Vladimir Bradac, Radim Farana

Abstract:

Distance learning systems offer useful methods of learning and usually contain a final course test or another form of test. The paper proposes a web application for evaluating tests using an expert system in distance learning systems. The proposed web application is appropriate for didactic tests or tests with results for subsequent studying follow-up courses. The web application works with test questions and uses an expert system and LFLC tool for test evaluation. After test evaluation, the results are visualized and shown to the student.

Keywords: Distance learning, test, uncertainty, fuzzy, expert system, student.

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Authors: Khaled E. A. Negm

Abstract:

In the current research, we present an operation framework and protection mechanism to facilitate secure environment to protect mobile agents against tampering. The system depends on the presence of an authentication authority. The advantage of the proposed system is that security measures is an integral part of the design, thus common security retrofitting problems do not arise. This is due to the presence of AlGamal encryption mechanism to protect its confidential content and any collected data by the agent from the visited host . So that eavesdropping on information from the agent is no longer possible to reveal any confidential information. Also the inherent security constraints within the framework allow the system to operate as an intrusion detection system for any mobile agent environment. The mechanism is tested for most of the well known severe attacks against agents and networked systems. The scheme proved a promising performance that makes it very much recommended for the types of transactions that needs highly secure environments, e. g., business to business.

Keywords: Mobile agent security, mobile accesses, agent encryption.

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Authors: G. Karakaya, C. Türker, M. Anaklı

Abstract:

It is necessary to test to see if optical devices such as camera, night vision devices are working properly. Therefore, a precision biaxial rotary system (gimbal) is required for mounting Unit Under Test, UUT. The Gimbal systems can be utilized for precise positioning of the UUT; hence, optical test can be performed with high accuracy. The weight of UUT, which is placed outside the axis of rotation, causes an off-axis moment to the mounting armature. The off-axis moment can act against the direction of movement for some orientation, thus the electrical motor, which rotates the gimbal axis, has to apply higher level of torque to guide and stabilize the system. Moreover, UUT and its mounting fixture to the gimbal can be changed, which causes change in applied resistance moment to the gimbals electrical motor. In this study, a preloaded spring is added to the gimbal system for minimizing applied off axis moment with the help of four bar mechanism. Two different possible methods for preloading spring are introduced and system optimization is performed to eliminate all moment which is created by off axis weight.

Keywords: Balancing, gimbal, tension, preload, spring.

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Authors: R. Loukil, M. Chtourou, T. Damak

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In this work, we use the Fault detection and isolation and the Fault tolerant control based on sliding mode observer in order to introduce the well diagnosis of a nonlinear system. The robustness of the proposed observer for the two techniques is tested through a physical example. The results in this paper show the interaction between the Fault tolerant control and the Diagnosis procedure.

Keywords: Fault detection and isolation “FDI”, Fault tolerant control “FTC”, sliding mode observer, nonlinear system, robustness, stability.

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Authors: S. Vasupongayya, W. Noodam, P. Kongyong

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This paper presents the result of three senior capstone projects at the Department of Computer Engineering, Prince of Songkla University, Thailand. These projects focus on developing an examination management system for the Faculty of Engineering in order to manage the examination both the examination room assignments and the examination proctor assignments in each room. The current version of the software is a web-based application. The developed software allows the examination proctors to select their scheduled time online while each subject is assigned to each available examination room according to its type and the room capacity. The developed system is evaluated using real data by prospective users of the system. Several suggestions for further improvements are given by the testers. Even though the features of the developed software are not superior, the developing process can be a case study for a projectbased teaching style. Furthermore, the process of developing this software can show several issues in developing an educational support application.

Keywords: Scheduling, Web-based, Greedy Algorithm, Engineering Education.

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Authors: Kamran Turkoglu, Ugur Ozdemir, Melike Nikbay, Elbrous M. Jafarov

Abstract:

In this paper, an automatic control system design based on Integral Squared Error (ISE) parameter optimization technique has been implemented on longitudinal flight dynamics of an UAV. It has been aimed to minimize the error function between the reference signal and the output of the plant. In the following parts, objective function has been defined with respect to error dynamics. An unconstrained optimization problem has been solved analytically by using necessary and sufficient conditions of optimality, optimum PID parameters have been obtained and implemented in control system dynamics.

Keywords: Optimum Design, KKT Conditions, UAV, Longitudinal Flight Dynamics, ISE Parameter Optimization.

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Authors: Othman O. Khalifa, Abdulrazzag Aburas, A. Al Bagul, Meftah Hrairi, Muhammad Shahril bin Shahbuddin, Harman bin Mat Kasa

Abstract:

Cellular communication is being widely used by all over the world. The users of handsets are increasing due to the request from marketing sector. The important aspect that has to be touch in this paper is about the security system of cellular communication. It is important to provide users with a secure channel for communication. A brief description of the new GSM cellular network architecture will be provided. Limitations of cellular networks, their security issues and the different types of attacks will be discussed. The paper will go over some new security mechanisms that have been proposed by researchers. Overall, this paper clarifies the security system or services of cellular communication using GSM. Three Malaysian Communication Companies were taken as Case study in this paper.

Keywords: GSM, Security systems, SIM CARD, IMSI, Authentication.

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Authors: Omar Boutkhoum, Mohamed Hanine, Tarik Agouti, Abdessadek Tikniouine

Abstract:

This paper discusses the intake of combining multi-criteria decision analysis (MCDA) with OLAP systems, to generate an integrated analysis process dealing with complex multi-criteria decision-making situations. In this context, a multi-agent modeling is presented for decision support systems by combining multi-criteria decision analysis (MCDA) with OLAP systems. The proposed modeling which consists in performing the multi-agent system (MAS) architecture, procedure and protocol of the negotiation model is elaborated as a decision support tool for complex decision-making environments. Our objective is to take advantage from the multi-agent system which distributes resources and computational capabilities across interconnected agents, and provide a problem modeling in terms of autonomous interacting component-agents. Thus, the identification and evaluation of criteria as well as the evaluation and ranking of alternatives in a decision support situation will be performed by organizing tasks and user preferences between different agents in order to reach the right decision. At the end, an illustrative example is conducted to demonstrate the function and effectiveness of our MAS modeling.

Keywords: Multidimensional Analysis, OLAP Analysis, Multi-criteria Decision Analysis, Multi-Agent System, Decision Support System.

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Authors: Jakub Hospodka

Abstract:

This paper dissertates about issues which may occur after next year will be major part of civil aviation in EU included into system of Emission trading. This system should help to fight against global warming and to fulfill Kyoto Protocol commitments of European countries. Main issues mentioned in this paper are connected with problem of radiative forcing from emissions and lack of their monitoring and charging in EU legislative. There are mentioned main differences between industrial emissions and emissions form aviation with notification about possible negative impacts of neglecting these differences. Special attention is dedicated to risk of possible reverse effect of inclusion aviation in EU ETS, which may theoretically occur.

Keywords: EU ETS, radiative forcing, aviation, emissiontrading.

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Authors: M. Othman, N. Bhuiyan, G. J. Gouw

Abstract:

In today-s global and competitive market, manufacturing companies are working hard towards improving their production system performance. Most companies develop production systems that can help in cost reduction. Manufacturing systems consist of different elements including production methods, machines, processes, control and information systems. Human issues are an important part of manufacturing systems, yet most companies do not pay sufficient attention to them. In this paper, a workforce planning (WP) model is presented. A non-linear programming model is developed in order to minimize the hiring, firing, training and overtime costs. The purpose is to determine the number of workers for each worker type, the number of workers trained, and the number of overtime hours. Moreover, a decision support system (DSS) based on the proposed model is introduced using the Excel-Lingo software interfacing feature. This model will help to improve the interaction between the workers, managers and the technical systems in manufacturing.

Keywords: Decision Support System, Human Factors, Manufacturing System, Workforce Planning.

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Authors: Tomyslav Sledevič, Artūras Serackis, Gintautas Tamulevičius, Dalius Navakauskas

Abstract:

Paper presents an comparative evaluation of features extraction algorithm for a real-time isolated word recognition system based on FPGA. The Mel-frequency cepstral, linear frequency cepstral, linear predictive and their cepstral coefficients were implemented in hardware/software design. The proposed system was investigated in speaker dependent mode for 100 different Lithuanian words. The robustness of features extraction algorithms was tested recognizing the speech records at different signal to noise rates. The experiments on clean records show highest accuracy for Mel-frequency cepstral and linear frequency cepstral coefficients. For records with 15 dB signal to noise rate the linear predictive cepstral coefficients gives best result. The hard and soft part of the system is clocked on 50 MHz and 100 MHz accordingly. For the classification purpose the pipelined dynamic time warping core was implemented. The proposed word recognition system satisfy the real-time requirements and is suitable for applications in embedded systems.

Keywords: Isolated word recognition, features extraction, MFCC, LFCC, LPCC, LPC, FPGA, DTW.

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Authors: H. Shayeghi, A. Jalili

Abstract:

This paper presents a new Hybrid Fuzzy (HF) PID type controller based on Genetic Algorithms (GA-s) for solution of the Automatic generation Control (AGC) problem in a deregulated electricity environment. In order for a fuzzy rule based control system to perform well, the fuzzy sets must be carefully designed. A major problem plaguing the effective use of this method is the difficulty of accurately constructing the membership functions, because it is a computationally expensive combinatorial optimization problem. On the other hand, GAs is a technique that emulates biological evolutionary theories to solve complex optimization problems by using directed random searches to derive a set of optimal solutions. For this reason, the membership functions are tuned automatically using a modified GA-s based on the hill climbing method. The motivation for using the modified GA-s is to reduce fuzzy system effort and take large parametric uncertainties into account. The global optimum value is guaranteed using the proposed method and the speed of the algorithm-s convergence is extremely improved, too. This newly developed control strategy combines the advantage of GA-s and fuzzy system control techniques and leads to a flexible controller with simple stricture that is easy to implement. The proposed GA based HF (GAHF) controller is tested on a threearea deregulated power system under different operating conditions and contract variations. The results of the proposed GAHF controller are compared with those of Multi Stage Fuzzy (MSF) controller, robust mixed H2/H∞ and classical PID controllers through some performance indices to illustrate its robust performance for a wide range of system parameters and load changes.

Keywords: AGC, Hybrid Fuzzy Controller, Deregulated Power System, Power System Control, GAs.

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Authors: Vladislav N. Dumachev, Vladimir A. Rodin

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By utilizing the system of the recurrence equations, containing two parameters, the dynamics of two antagonistically interconnected populations is studied. The following areas of the system behavior are detected: the area of the stable solutions, the area of cyclic solutions occurrence, the area of the accidental change of trajectories of solutions, and the area of chaos and fractal phenomena. The new two-dimensional diagram of the dynamics of the solutions change (the fractal cabbage) has been obtained. In the cross-section of this diagram for one of the equations the well-known Feigenbaum tree of doubling has been noted.Keywordsbifurcation, chaos, dynamics of populations, fractals

Keywords: bifurcation, chaos, dynamics of populations, fractals

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Authors: Uzair Muhammad, Kashif Bilal, Atif Khan, M. Nasir Khan

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Machine Translation (MT 3) of English text to its Urdu equivalent is a difficult challenge. Lot of attempts has been made, but a few limited solutions are provided till now. We present a direct approach, using an expert system to translate English text into its equivalent Urdu, using The Unicode Standard, Version 4.0 (ISBN 0-321-18578-1) Range: 0600–06FF. The expert system works with a knowledge base that contains grammatical patterns of English and Urdu, as well as a tense and gender-aware dictionary of Urdu words (with their English equivalents).

Keywords: Machine Translation, Multiword Expressions, Urdulanguage processing, POS12 Tagging for Urdu, Expert Systems.

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Authors: Y. J. Huang, C. H. Chang

Abstract:

In this paper, an intelligent automatic parking control method is proposed. First, the dynamical equation of the rear parking control is derived. Then a fuzzy logic control is proposed to perform the parking planning process. Further, a rear neural network is proposed for the steering control. Through the simulations and experiments, the intelligent auto-parking mode controllers have been shown to achieve the demanded goals with satisfactory control performance and to guarantee the system robustness under parametric variations and external disturbances. To improve some shortcomings and limitations in conventional parking mode control and further to reduce consumption time and prime cost.

Keywords: Auto-parking system, Fuzzy control, Neural network, Robust

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Authors: Ion Miciu

Abstract:

The system is made with main distributed components: First Level: Industrial Computers placed in Control Room (monitors thermal and electrical processes based on the data provided by the second level); Second Level: PLCs which collects data from process and transmits information on the first level; also takes commands from this level which are further, passed to execution elements from third level; Third Level: field elements consisting in 3 categories: data collecting elements; data transfer elements from the third level to the second; execution elements which take commands from the second level PLCs and executes them after which transmits the confirmation of execution to them. The purpose of the automatic functioning is the optimization of the co-generative electrical energy commissioning in the national energy system and the commissioning of thermal energy to the consumers. The integrated system treats the functioning of all the equipments and devices as a whole: Gas Turbine Units (GTU); MT 20kV Medium Voltage Station (MVS); 0,4 kV Low Voltage Station (LVS); Main Hot Water Boilers (MHW); Auxiliary Hot Water Boilers (AHW); Gas Compressor Unit (GCU); Thermal Agent Circulation Pumping Unit (TPU); Water Treating Station (WTS).

Keywords: Automation System, Cogenerative Power Plant, Control, Monitoring, Real Time

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Authors: Yao-Hong Tsai

Abstract:

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

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

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Authors: So Jeong Nam, Seung Woo Lee, Jai-Kyung Lee

Abstract:

With the globalized production and logistics environment, the need for reducing the product development interval and lead time, having a faster response to orders, conforming to quality standards, fair tracking, and boosting information exchanging activities with customers and partners, and coping with changes in the management environment, manufacturers are in dire need of an information management system in their manufacturing environments. There are lots of information systems that have been designed to manage the condition or operation of equipment in the field but existing systems have a decentralized architecture, which is not unified. Also, these systems cannot effectively handle the status data extraction process upon encountering a problem related to protocols or changes in the equipment or the setting. In this regard, this paper will introduce a system for processing and saving the status info of production equipment, which uses standard representation formats, to enable flexible responses to and support for variables in the field equipment. This system can be used for a variety of manufacturing and equipment settings and is capable of interacting with higher-tier systems such as MES.

Keywords: DAS, Equipment Status, Regular Expression

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Authors: Hanaa T. El-Madany, Faten H. Fahmy, Ninet M. A. El-Rahman, Hassen T. Dorrah

Abstract:

Renewable energy resources are inexhaustible, clean as compared with conventional resources. Also, it is used to supply regions with no grid, no telephone lines, and often with difficult accessibility by common transport. Satellite earth stations which located in remote areas are the most important application of renewable energy. Neural control is a branch of the general field of intelligent control, which is based on the concept of artificial intelligence. This paper presents the mathematical modeling of satellite earth station power system which is required for simulating the system.Aswan is selected to be the site under consideration because it is a rich region with solar energy. The complete power system is simulated using MATLAB–SIMULINK.An artificial neural network (ANN) based model has been developed for the optimum operation of earth station power system. An ANN is trained using a back propagation with Levenberg–Marquardt algorithm. The best validation performance is obtained for minimum mean square error. The regression between the network output and the corresponding target is equal to 96% which means a high accuracy. Neural network controller architecture gives satisfactory results with small number of neurons, hence better in terms of memory and time are required for NNC implementation. The results indicate that the proposed control unit using ANN can be successfully used for controlling the satellite earth station power system.

Keywords: Satellite, neural network, MATLAB, power system.

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Authors: Richard Joseph, Nerey Mvungi

Abstract:

An electric power system includes a generating, a transmission, a distribution, and consumers subsystems. An electrical power network in Tanzania keeps growing larger by the day and become more complex so that, most utilities have long wished for real-time monitoring and remote control of electrical power system elements such as substations, intelligent devices, power lines, capacitor banks, feeder switches, fault analyzers and other physical facilities. In this paper, the concept of automation of management of power systems from generation level to end user levels was determined by using Power System Simulator for Engineering (PSS/E) version 30.3.2.

Keywords: Automation, Distribution subsystem, Generating subsystem, PSS/E, TANESCO, Transmission subsystem.

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Authors: Wiriya Loongyai, Kiettisak Promphet, Nilubol Kangsukul, Ratchawat Noppha

Abstract:

Polymerase chain reaction (PCR) assay and conventional microbiological methods were used to detect bacterial contamination of egg shells and egg content in different commercial housing systems, open house system and evaporative cooling system. A PCR assay was developed for direct detection using a set of primers specific for the invasion by A gene (invA) of Salmonella spp. PCR detected the presence of Salmonella in 2 samples of shell egg from the evaporative cooling system, while conventional cultural methods detected no Salmonella from the same samples.

Keywords: egg content, egg shell, invA gene, PCR, Salmonellaspp.

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Authors: Yuzana, Khin Marlar Tun

Abstract:

Personal name matching system is the core of essential task in national citizen database, text and web mining, information retrieval, online library system, e-commerce and record linkage system. It has necessitated to the all embracing research in the vicinity of name matching. Traditional name matching methods are suitable for English and other Latin based language. Asian languages which have no word boundary such as Myanmar language still requires sounds alike matching system in Unicode based application. Hence we proposed matching algorithm to get analogous sounds alike (phonetic) pattern that is convenient for Myanmar character spelling. According to the nature of Myanmar character, we consider for word boundary fragmentation, collation of character. Thus we use pattern conversion algorithm which fabricates words in pattern with fragmented and collated. We create the Myanmar sounds alike phonetic group to help in the phonetic matching. The experimental results show that fragmentation accuracy in 99.32% and processing time in 1.72 ms.

Keywords: natural language processing, name matching, phonetic matching

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Authors: Fathollah Ommi, Golnaz Pourabedin, Koros Nekofa

Abstract:

In recent years fuel cell vehicles are rapidly appearing all over the globe. In less than 10 years, fuel cell vehicles have gone from mere research novelties to operating prototypes and demonstration models. At the same time, government and industry in development countries have teamed up to invest billions of dollars in partnerships intended to commercialize fuel cell vehicles within the early years of the 21st century. The purpose of this study is evaluation of model and performance of fuel cell hybrid electric vehicle in different drive cycles. A fuel cell system model developed in this work is a semi-experimental model that allows users to use the theory and experimental relationships in a fuel cell system. The model can be used as part of a complex fuel cell vehicle model in advanced vehicle simulator (ADVISOR). This work reveals that the fuel consumption and energy efficiency vary in different drive cycles. Arising acceleration and speed in a drive cycle leads to Fuel consumption increase. In addition, energy losses in drive cycle relates to fuel cell system power request. Parasitic power in different parts of fuel cell system will increase when power request increases. Finally, most of energy losses in drive cycle occur in fuel cell system because of producing a lot of energy by fuel cell stack.

Keywords: Drive cycle, Energy efficiency, energy consumption, Fuel cell system.

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Authors: Ahmet Y. Arabul, Ibrahim Senol, Fatma Keskin Arabul, Mustafa G. Aydeniz, Yasemin Oner, Gokhan Kalkan

Abstract:

In the standards of IEC 60076-2 and IEC 60076-7, three different hot-spot temperature estimation methods are suggested. In this study, the algorithms which used in hot-spot temperature calculations are analyzed by comparing the algorithms with the results of an experimental set-up made by a Transformer Monitoring System (TMS) in use. In tested system, TMS uses only top oil temperature and load ratio for hot-spot temperature calculation. And also, it uses some constants from standards which are on agreed statements tables. During the tests, it came out that hot-spot temperature calculation method is just making a simple calculation and not uses significant all other variables that could affect the hot-spot temperature.

Keywords: Hot-spot temperature, monitoring system, power transformer, smart grid.

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Authors: S. G. Ponnambalam, Low Seng Kiat

Abstract:

In this paper, a particle swarm optimization (PSO) algorithm is proposed to solve machine loading problem in flexible manufacturing system (FMS), with bicriterion objectives of minimizing system unbalance and maximizing system throughput in the occurrence of technological constraints such as available machining time and tool slots. A mathematical model is used to select machines, assign operations and the required tools. The performance of the PSO is tested by using 10 sample dataset and the results are compared with the heuristics reported in the literature. The results support that the proposed PSO is comparable with the algorithms reported in the literature.

Keywords: Machine loading problem, FMS, Particle Swarm Optimization.

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Authors: Ashagrie Getnet Flattie

Abstract:

Line-of-sight (LOS) information, data rates, good quality, and flexible network service are limited by the fact that, for the duration of any given connection, they experience severe variation in signal strength due to fading and path loss. Wireless system faces major challenges in achieving wide coverage and capacity without affecting the system performance and to access data everywhere, all the time. In this paper, the cell coverage and edge rate of different Multiple-input multiple-output (MIMO) schemes in 20 MHz Long Term Evolution (LTE) system under Unmanned Air Vehicles (UAV) platform are investigated. After some background on the enormous potential of UAV, MIMO, and LTE in wireless links, the paper highlights the presented system model which attempts to realize the various benefits of MIMO being incorporated into UAV platform. The performances of the three MIMO LTE schemes are compared with the performance of 4x4 MIMO LTE in UAV scheme carried out to evaluate the improvement in cell radius, BER, and data throughput of the system in different morphology. The results show that significant performance gains such as bit error rate (BER), data rate, and coverage can be achieved by using the presented scenario.

Keywords: BER, LTE, MIMO, path loss, UAV.

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Authors: Alireza Faed, David Forbes

Abstract:

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

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

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