Search results for: Key success factors

Authors: F.S.Tashimova, A. Mirzabekova, Z. Ismagambetova, Y. Massanov, Z. Gabit

Abstract:

In the globalization process, when the struggle for minds and values of the people is taking place, the impact of the virtual space can cause unexpected effects and consequences in the process of adjustment of young people in this world. Their special significance is defined by unconscious influence on the underlying process of meaning and therefore the values preached by them are much more effective and affect both the personal characteristics and the peculiarities of adjustment process. Related to this the challenge is to identify factors influencing the reflection characteristics of virtual subjects and measures their impact on the personal characteristics of the students.

Keywords: Coping behavior, overcoming, personalization (representation), psychological defense, values, virtual space, virtual subject, subjective reflection.

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Authors: A. Alshebani, Y. Swesi, S. Mrayed, F. Altaher, I. Musbah

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Cs-type nanocomposite zeolite membrane was successfully synthesized on an alumina ceramic hollow fibre with a mean outer diameter of 1.7 mm; cesium cationic exchange test was carried out inside test module with mean wall thickness of 230 μm and an average crossing pore size smaller than 0.2 μm. Separation factor of n-butane/H₂ obtained indicate that a relatively high quality closed to 20. Maxwell-Stefan modeling provides an equivalent thickness lower than 1 µm. To compare the difference an application to CO₂/N₂ separation has been achieved, reaching separation factors close to (4,18) before and after cation exchange on H-zeolite membrane formed within the pores of a ceramic alumina substrate.

Keywords: MFI membrane, nanocomposite, Ceramic hollow fibre, CO2, Ion-exchange.

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Authors: Yusuf Bulale, Mark Prince, Geoff Tansley, Peter Brett

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Cochlear Implantation (CI) which became a routine procedure for the last decades is an electronic device that provides a sense of sound for patients who are severely and profoundly deaf. The optimal success of this implantation depends on the electrode technology and deep insertion techniques. However, this manual insertion procedure may cause mechanical trauma which can lead to severe destruction of the delicate intracochlear structure. Accordingly, future improvement of the cochlear electrode implant insertion needs reduction of the excessive force application during the cochlear implantation which causes tissue damage and trauma. This study is examined tool-tissue interaction of large prototype scale digit embedded with distributive tactile sensor based upon cochlear electrode and large prototype scale cochlea phantom for simulating the human cochlear which could lead to small scale digit requirements. The digit, distributive tactile sensors embedded with silicon-substrate was inserted into the cochlea phantom to measure any digit/phantom interaction and position of the digit in order to minimize tissue and trauma damage during the electrode cochlear insertion. The digit have provided tactile information from the digitphantom insertion interaction such as contact status, tip penetration, obstacles, relative shape and location, contact orientation and multiple contacts. The tests demonstrated that even devices of such a relative simple design with low cost have potential to improve cochlear implant surgery and other lumen mapping applications by providing tactile sensory feedback information and thus controlling the insertion through sensing and control of the tip of the implant during the insertion. In that approach, the surgeon could minimize the tissue damage and potential damage to the delicate structures within the cochlear caused by current manual electrode insertion of the cochlear implantation. This approach also can be applied to other minimally invasive surgery applications as well as diagnosis and path navigation procedures.

Keywords: Cochlear electrode insertion, distributive tactile sensory feedback information, flexible digit, minimally invasive surgery, tool/tissue interaction.

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Authors: Jennifer Chen-Hua Min

Abstract:

The concept of self-efficacy refers to people’s beliefs in their ability to perform certain behaviors and cope with environmental demands. As such, self-efficacy plays a key role in linking ability to performance. Therefore, this study examines the relationships of self-efficacy, emotional intelligence (EI), and well-being among tour guides, who act as intermediaries between tourists and an unfamiliar environment and significantly influence tourists’ impressions of a destination. Structural equation modeling (SEM) is used to identify the relationships between these factors. The results found that self-efficacy is positively associated with EI and well-being, and a positive link was seen between EI and well-being. This study has practical implications, as the results can facilitate the development of interventions for enhancing tour guides’ EI and self-efficacy competencies, which will benefit them in terms of both enhanced achievements and improved psychological happiness and well-being.

Keywords: Self-efficacy, tour guides, tourism, emotional intelligence.

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Authors: Jatinderkumar R. Saini, Apurva A. Desai

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In recent times, the problem of Unsolicited Bulk Email (UBE) or commonly known as Spam Email, has increased at a tremendous growth rate. We present an analysis of survey based on classifications of UBE in various research works. There are many research instances for classification between spam and non-spam emails but very few research instances are available for classification of spam emails, per se. This paper does not intend to assert some UBE classification to be better than the others nor does it propose any new classification but it bemoans the lack of harmony on number and definition of categories proposed by different researchers. The paper also elaborates on factors like intent of spammer, content of UBE and ambiguity in different categories as proposed in related research works of classifications of UBE.

Keywords: E-mail, Scams, Spam Email, Unsolicited Bulk Email(UBE)

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Authors: Wen Po Cheng, Chi Hua Fu, Ping Hung Chen, Ruey Fang Yu

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Recovering resources from water purification sludge (WPS) have been gradually stipulated in environmental protection laws and regulations in many nations. Hence, reusing the WPS is becoming an important topic, and recovering alum from WPS is one of the many practical alternatives. Most previous research efforts have been conducted on studying the amphoteric characteristic of aluminum hydroxide for investigating the optimum pH range to dissolve the Al(III) species from WPS, but it has been lack of reaction kinetics or mechanisms related discussion. Therefore, in this investigation, water purification sludge (WPS) solution was broken by ultrasound to make particle size of reactants smaller, specific surface area larger. According to the reaction kinetics, these phenomena let the dissolved aluminum salt quantity increased and the reaction rate go faster.

Keywords: Aluminum, Acidification, Sludge, Recovery.

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Authors: Sang-Hong Park

Abstract:

This paper proposes an efficient method to classify inverse synthetic aperture (ISAR) images. Because ISAR images can be translated and rotated in the 2-dimensional image place, invariance to the two factors is indispensable for successful classification. The proposed method achieves invariance to translation and rotation of ISAR images using a combination of two-dimensional Fourier transform, polar mapping and correlation-based alignment of the image. Classification is conducted using a simple matching score classifier. In simulations using the real ISAR images of five scaled models measured in a compact range, the proposed method yields classification ratios higher than 97 %.

Keywords: Radar, ISAR, radar target classification, radar imaging.

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Authors: Kwok Tak Kit

Abstract:

In view of the global population is increasing; it is the prime concern of government and community to diversify the dense population to regional area and maintain a healthy and sustained economic growth. This paper is to outline the interaction of different attributes which critically affect regional development, infrastructure and tourism. This research not only focused on the relation and interaction of regional development and associated infrastructure but also provides a holistic study and review of the ecosystem of regional development, infrastructure and tourism development. In this study, we will review the three aspects development and their interaction in different cities in Asia. The finding will demonstrate how those factors affect the ecosystem and sustainability and provide some insight and material for further review and discussion.

Keywords: Regional development, infrastructure, sustainability, tourism.

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Authors: M. Mydlárová Blaščáková, J. Poráčová, Z. Tomková, Ľ. Blaščáková, M. Nagy, M. Konečná, E. Petrejčíková, Z. Gogaľová, V. Sedlák, J. Mydlár, M. Zahatňanská, K. Hricová

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Osteoporosis is a multifactorial disease that results in reduced quality of life, causes decreased bone strength, and changes in their microarchitecture. Mostly postmenopausal women are at risk. In our study, we measured anthropometric parameters of postmenopausal women (104 women of control group – CG and 105 women of osteoporotic group - OG) and determined TSH hormone levels and PTH as well as mineral elements - Ca, P, Mg and enzyme alkaline phosphatase. Through the correlation analysis in CG, we have found association based on age and BMI, P and Ca, as well as Mg and Ca; in OG we determined interdependence based on an association of age and BMI, age and Ca. Using the Student's t test, we found significantly important differences in biochemical parameters of Mg (p ˂ 0,001) and TSH (p ˂ 0,05) between CG and OG.

Keywords: Factors, bone mass density, Central Europe, biomarkers.

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Authors: Bin Su

Abstract:

A hotel mainly uses its energy on water heating, space heating, refrigeration, space cooling, cooking, lighting and other building services. A number of 4-5 stars hotels in Auckland city are selected for this study. Comparing with the energy used for others, the energy used for the internal space thermal control (e.g. internal space heating) is more closely related to the hotel building itself. This study not only investigates relationship between annual energy (and winter energy) consumptions and building design data but also relationships between winter extra energy consumption and building design data. This study is to identify the major design factors that significantly impact hotel energy consumption for improving the future hotel design for energy efficient.

Keywords: Hotel building design, building energy, building passive design, energy efficiency.

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Authors: L. Gaile, I. Radinsh

Abstract:

Based on experimental data using accelerometry technology there was developed an analytical model that approximates human induced ground reaction forces in vertical, longitudinal and lateral directions ascending and descending the stairs. Proposed dynamic loading factors and corresponding phase shifts for the first five harmonics of continuous walking force history in case of stair ascend and descend. Into account is taken imperfectness of individual footfall forcing functions, differences between continuous walking force histories among individuals. There is proposed mean synthetic continuous walking force history that can be used in numerical simulations of human movement on the stairs.

Keywords: footfall, ground reaction forces, human loads, serviceability, stair vibration, walking

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Authors: Mohammed Ibrahim M, Anupama R.

Abstract:

Robustness is one of the primary performance criteria for an Intelligent Video Surveillance (IVS) system. One of the key factors in enhancing the robustness of dynamic video analysis is,providing accurate and reliable means for shadow detection. If left undetected, shadow pixels may result in incorrect object tracking and classification, as it tends to distort localization and measurement information. Most of the algorithms proposed in literature are computationally expensive; some to the extent of equalling computational requirement of motion detection. In this paper, the homogeneity property of shadows is explored in a novel way for shadow detection. An adaptive division image (which highlights homogeneity property of shadows) analysis followed by a relatively simpler projection histogram analysis for penumbra suppression is the key novelty in our approach.

Keywords: homogeneity, penumbra, projection histogram, shadow correction

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Authors: Waqar Haque, Pai Qi

Abstract:

The speculative locking (SL) protocol extends the twophase locking (2PL) protocol to allow for parallelism among conflicting transactions. The adaptive speculative locking (ASL) protocol provided further enhancements and outperformed SL protocols under most conditions. Neither of these protocols consider the impact of network latency on the performance of the distributed database systems. We have studied the performance of ASL protocol taking into account the communication overhead. The results indicate that though system load can counter network latency, it can still become a bottleneck in many situations. The impact of latency on performance depends on many factors including the system resources. A flexible discrete event simulator was used as the testbed for this study.

Keywords: concurrency control, distributed database systems, speculative locking

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Authors: Elsayed A. Habib Elamir

Abstract:

In social network analysis the mean nodal degree and density of the graph can be considered as a measure of the activity of all actors in the network and this is an important property of a graph and for making comparisons among networks. Since subjects in a family or organization are subject to common environment factors, it is prime interest to study the association between responses. Therefore, we study the distribution of the mean nodal degree and density of the graph under correlated binary units. The cross product ratio is used to capture the intra-units association among subjects. Computer program and an application are given to show the benefits of the method.

Keywords: Correlated Binary data, cross product ratio, densityof the graph, multiplicative binomial distribution.

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Authors: Abdullah Alotaiq

Abstract:

The transition to low-carbon power generation is essential for mitigating climate change and achieving sustainability. This process, however, entails considerable costs, and understanding the factors influencing these costs is critical. This is necessary to cater to the increasing demand for low-carbon electricity across heating, industry, and transportation sectors. A crucial aspect of this transition is identifying cost-effective and feasible paths for decarbonization, which is integral to global climate mitigation efforts. It is concluded that hybrid solutions, combining different low-carbon technologies, are optimal for minimizing costs and enhancing flexibility. These solutions also address the challenges associated with phasing out existing fossil fuel-based power plants and broadening the spectrum of low-carbon power generation options.

Keywords: Review, power generation, energy transition, decarbonization.

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Authors: S. Thirumurugan, D. R. Prince Williams

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Software Reliability is one of the key factors in the software development process. Software Reliability is estimated using reliability models based on Non Homogenous Poisson Process. In most of the literature the Software Reliability is predicted only in testing phase. So it leads to wrong decision-making concept. In this paper, two Software Reliability concepts, testing and operational phase are studied in detail. Using S-Shaped Software Reliability Growth Model (SRGM) and Exponential SRGM, the testing and operational reliability values are obtained. Finally two reliability values are compared and optimal release time is investigated.

Keywords: Error Detection Rate, Estimation of Parameters, Instantaneous Failure Rate, Mean Value Function, Non Homogenous Poisson Process (NHPP), Software Reliability.

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Authors: Astghik R. Sukiasyan

Abstract:

Under the drought stress condition, the plants would grow slower. Temperature is one of the most important abiotic factors which suppress the germination processes. However, the processes of transpiration are regulated directly by the cell water, which followed to an increase in volume of vacuoles. During stretching under the influence of water pressure, the cell goes into the state of turgor. In our experiments, lines of the semi-dental sweet maize of Armenian population from various zones of growth under mild and severe drought stress were tested. According to results, the value of the water balance of the plant cells may reflect the ability of plants to adapt to drought stress. It can be assumed that the turgor allows evaluating the number of received dissolved substance in cell.

Keywords: Water balance, turgor, drought stress, Armenian population of maize.

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Authors: Romuald Synak, Wlodzimierz Lipinski, Marcin Pawelczak

Abstract:

An area-integrating method that uses the technique of total integrated light scatter for evaluating the root mean square height of the surface Sq has been presented in the paper. It is based on the measurement of the scatter power using a flat photodiode integrator rather than an optical sphere or a hemisphere. By this means, one can obtain much less expensive and smaller instruments than traditional ones. Thanks to this, they could find their application for surface control purposes, particularly in small and medium size enterprises. A description of the functioning of the measuring unit as well as the impact caused by different factors on its properties is presented first. Next, results of measurements of the Sq values performed for optical, silicon and metal samples have been shown. It has been also proven that they are in a good agreement with the results obtained using the Ulbricht sphere instrument.

Keywords: ISO 25178 Standard, scatterometry, surface metrology, surface roughness

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Authors: Tadeusz Witkowski, Paweł Antczak, Arkadiusz Antczak

Abstract:

In the paper we discuss the influence of the route flexibility degree, the open rate of operations and the production type coefficient on makespan. The flexible job-open shop scheduling problem FJOSP (an extension of the classical job shop scheduling) is analyzed. For the analysis of the production process we used a hybrid heuristic of the GRASP (greedy randomized adaptive search procedure) with simulated annealing algorithm. Experiments with different levels of factors have been considered and compared. The GRASP+SA algorithm has been tested and illustrated with results for the serial route and the parallel one.

Keywords: Makespan, open shop, route flexibility, serial and parallel route, simulation modeling, type of production.

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Authors: Maria S. Trimintziou, Michael G. Sakellariou, Prodromos N. Psarropoulos

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The current study focuses on the seismic design of offshore pipelines against active faults. After an extensive literature review of the provisions of the seismic norms worldwide and of the available analytical methods, the study simulates numerically (through finite-element modeling and strain-based criteria) the distress of offshore pipelines subjected to PGDs induced by active normal and reverse seismic faults at the seabed. Factors, such as the geometrical properties of the fault, the mechanical properties of the ruptured soil formations, and the pipeline characteristics, are examined. After some interesting conclusions regarding the seismic vulnerability of offshore pipelines, potential cost-effective mitigation measures are proposed taking into account constructability issues.

Keywords: Active faults, Seismic design, offshore pipelines.

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Authors: Alexander Buhr, Klaus Ehrenfried

Abstract:

Trackside induced airflow velocities, also known as slipstream velocities, are an important criterion for the design of high-speed trains. The maximum permitted values are given by the Technical Specifications for Interoperability (TSI) and have to be checked in the approval process. For train manufactures it is of great interest to know in advance, how new train geometries would perform in TSI tests. The Reynolds number in moving model experiments is lower compared to full-scale. Especially the limited model length leads to a thinner boundary layer at the rear end. The hypothesis is that the boundary layer rolls up to characteristic flow structures in the train wake, in which the maximum flow velocities can be observed. The idea is to enlarge the boundary layer using roughness elements at the train model head so that the ratio between the boundary layer thickness and the car width at the rear end is comparable to a full-scale train. This may lead to similar flow structures in the wake and better prediction accuracy for TSI tests. In this case, the design of the roughness elements is limited by the moving model rig. Small rectangular roughness shapes are used to get a sufficient effect on the boundary layer, while the elements are robust enough to withstand the high accelerating and decelerating forces during the test runs. For this investigation, High-Speed Particle Image Velocimetry (HS-PIV) measurements on an ICE3 train model have been realized in the moving model rig of the DLR in Göttingen, the so called tunnel simulation facility Göttingen (TSG). The flow velocities within the boundary layer are analysed in a plain parallel to the ground. The height of the plane corresponds to a test position in the EN standard (TSI). Three different shapes of roughness elements are tested. The boundary layer thickness and displacement thickness as well as the momentum thickness and the form factor are calculated along the train model. Conditional sampling is used to analyse the size and dynamics of the flow structures at the time of maximum velocity in the train wake behind the train. As expected, larger roughness elements increase the boundary layer thickness and lead to larger flow velocities in the boundary layer and in the wake flow structures. The boundary layer thickness, displacement thickness and momentum thickness are increased by using larger roughness especially when applied in the height close to the measuring plane. The roughness elements also cause high fluctuations in the form factors of the boundary layer. Behind the roughness elements, the form factors rapidly are approaching toward constant values. This indicates that the boundary layer, while growing slowly along the second half of the train model, has reached a state of equilibrium.

Keywords: Boundary layer, high-speed PIV, ICE3, moving train model, roughness elements.

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Authors: D. Falliano, D. De Domenico, G. Ricciardi, E. Gugliandolo

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This paper is focused on the mechanical characterization of foamed concrete specimens with protein-based foaming agent. Unlike classic foamed concrete, a peculiar property of the analyzed foamed concrete is the extrudability, which is achieved via a specific additive in the concrete mix that significantly improves the cohesion and viscosity of the fresh cementitious paste. A broad experimental campaign was conducted to evaluate the compressive strength and the indirect tensile strength of the specimens. The study has comprised three different cement types, two water/cement ratios, three curing conditions and three target dry densities. The variability of the strength values upon the above mentioned factors is discussed.

Keywords: Cement type, curing conditions, density, extrudable concrete, foamed concrete, mechanical characterization.

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Authors: Farnaz Nazem

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This paper concentrates on the sustainable traditional architecture and urban planning in hot-humid regions of Iran. In a vast country such as Iran with different climatic zones traditional builders have presented series of logical solutions for human comfort. The aim of this paper is to demonstrate traditional architecture in hothumid climate of Iran as a sample of sustainable architecture. Iranian traditional architecture has been able to response to environmental problems for a long period of time. Its features are based on climatic factors, local construction materials of hot-humid regions and culture. This paper concludes that Iranian traditional architecture can be addressed as a sustainable architecture.

Keywords: Hot-humid climate, Iran, Sustainable Traditional architecture, Urban planning.

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Authors: Liang Zhao, Jili Zhang, Chongquan Zhong

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Energy consumption data, in particular those involving public buildings, are impacted by many factors: the building structure, climate/environmental parameters, construction, system operating condition, and user behavior patterns. Traditional methods for data analysis are insufficient. This paper delves into the data mining technology to determine its application in the analysis of building energy consumption data including energy consumption prediction, fault diagnosis, and optimal operation. Recent literature are reviewed and summarized, the problems faced by data mining technology in the area of energy consumption data analysis are enumerated, and research points for future studies are given.

Keywords: Data mining, data analysis, prediction, optimization, building operational performance.

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Authors: Heba Mustafa Abdullah

Abstract:

The research aimed at examining the effect of using a suggested blended learning (BL) strategy on developing EFL pre- intermediate students. The study adopted the quasi-experimental design. The sample of the research consisted of a group of 26 EFL pre- intermediate students. Tools of the study included a listening comprehension checklist and a pre-post listening comprehension test. Results were discussed in relation to several factors that affected the language learning process. Finally, the research provided beneficial contributions in relation to manipulating BL strategy with respect to language learning process in general and oral language learning in particular.

Keywords: Blended learning, English as a foreign language, listening comprehension, oral language instruction.

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Authors: Zuzana Poborilova, Anna B. Ohlsson, Torkel Berglund, Anna Vildova, Petr Babula

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Lawsone is a pigment that occurs naturally in plants. It has been used as a skin and hair dye for a long time. Moreover, its different biological activities have been reported. The present study focused on the effect of lawsone on a plant cell model represented by tobacco BY-2 cell suspension culture, which is used as a model comparable with the HeLa cells. It has been shown that lawsone inhibits the cell growth in the concentration-dependent manner. In addition, changes in DNA methylation level have been determined. We observed decreasing level of DNA methylation in the presence of increasing concentrations of lawsone. These results were accompanied with overproduction of reactive oxygen species (ROS). Since epigenetic modifications can be caused by different stress factors, there could be a connection between the changes in the level of DNA methylation and ROS production caused by lawsone.

Keywords: DNA methylation, Lawsone, Naphthoquinone, Reactive Oxygen Species.

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Authors: Mohamed A. Elhaj, Salahedin A. Aljahime

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An actual power plant, which is the power plant of Iron and Steel Factory at Misurata city in Libya , has been modeled using Matlab in order to compare its results to the actual results of the actual cycle. This paper concentrates on two factors: a- The comparison between exergy losses in the actual cycle and the modeled cycle. b- The effect of extracting pressure on temperature water at boiler inlet. Closed heat exchangers used in this plant have been substituted by open heat exchangers in the current study of the modeled power plant and the required changes in the pressure have been considered. In the following investigation the two points mentioned above are taken in consideration.

Keywords: Steam Power Plant, Contact Heat exchanger, Exergy, Cycle Efficiency.

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Authors: Chalermsak Leetrakool, Komson Jirapattarasilp

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This research was to study effect of rotational speed and eccentric factors, which were affected on looseness of bearing. The experiment was conducted on three rotational speeds and five eccentric distances with 5 replications. The results showed that influenced factor affected to looseness of bearing was rotational speed and eccentric distance which showed statistical significant. Higher rotational speed would cause on high looseness. Moreover, more eccentric distance, more looseness of bearing. Using bearing at high rotational with high eccentric of shaft would be affected bearing fault more than lower rotational speed. The prediction equation of looseness was generated by regression analysis. The prediction has an effected to the looseness of bearing at 91.5%.

Keywords: Bearing, Looseness, Rotational speed, Eccentric

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Authors: Safak Isik, Ozalp Vayvay

Abstract:

Strategic partnerships with suppliers play a vital role for the long-term value-based supply chain. This strategic collaboration keeps still being one of the top priority of many business organizations in order to create more additional value; benefiting mainly from supplier’s specialization, capacity and innovative power, securing supply and better managing costs and quality. However, many organizations encounter difficulties in initiating, developing and managing those partnerships and many attempts result in failures. One of the reasons for such failure is the incompatibility of members of this partnership or in other words wrong supplier selection which emphasize the significance of the selection process since it is the beginning stage. An effective selection process of strategic suppliers is critical to the success of the partnership. Although there are several research studies to select the suppliers in literature, only a few of them is related to strategic supplier selection for long-term partnership. The purpose of this study is to propose a conceptual model for the selection of strategic partnership suppliers. A two-stage approach has been used in proposed model incorporating first segmentation and second selection. In the first stage; considering the fact that not all suppliers are strategically equal and instead of a long list of potential suppliers, Kraljic’s purchasing portfolio matrix can be used for segmentation. This supplier segmentation is the process of categorizing suppliers based on a defined set of criteria in order to identify types of suppliers and determine potential suppliers for strategic partnership. In the second stage, from a pool of potential suppliers defined at first phase, a comprehensive evaluation and selection can be performed to finally define strategic suppliers considering various tangible and intangible criteria. Since a long-term relationship with strategic suppliers is anticipated, criteria should consider both current and future status of the supplier. Based on an extensive literature review; strategical, operational and organizational criteria have been determined and elaborated. The result of the selection can also be used to determine suppliers who are not ready for a partnership but to be developed for strategic partnership. Since the model is based on multiple criteria for both stages, it provides a framework for further utilization of Multi-Criteria Decision Making (MCDM) techniques. The model may also be applied to a wide range of industries and involve managerial features in business organizations.

Keywords: Kraljic’s matrix, purchasing portfolio, strategic supplier selection, supplier collaboration, supplier partnership, supplier segmentation.

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Authors: Abbas Al-Refaie

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The research examines the factors that affect customer churn (CC) in the Jordanian telecom industry. A total of 700 surveys were distributed. Cluster analysis revealed three main clusters. Results showed that CC and customer satisfaction (CS) were the key determinants in forming the three clusters. In two clusters, the center values of CC were high, indicating that the customers were loyal and SC was expensive and time- and energy-consuming. Still, the mobile service provider (MSP) should enhance its communication (COM), and value added services (VASs), as well as customer complaint management systems (CCMS). Finally, for the third cluster the center of the CC indicates a poor level of loyalty, which facilitates customers churn to another MSP. The results of this study provide valuable feedback for MSP decision makers regarding approaches to improving their performance and reducing CC.

Keywords: Cluster analysis, telecom industry, switching cost, customer churn.

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