Search results for: tile and ceramic quality inspection

Authors: Malinda G. Sirisena

Abstract:

The aim of this research is to evaluate the effectiveness of software quality assurance approaches of Sri Lankan offshore software development organizations, and to propose a framework which could be used across all offshore software development organizations.

An empirical study was conducted using derived framework from popular software quality evaluation models. The research instrument employed was a questionnaire survey among thirty seven Sri Lankan registered offshore software development organizations.

The findings demonstrate a positive view of Effectiveness of Software Quality Assurance – the stronger predictors of Stability, Installability, Correctness, Testability and Changeability. The present study’s recommendations indicate a need for much emphasis on software quality assurance for the Sri Lankan offshore software development organizations.

Keywords: Software Quality Assurance (SQA), Offshore Software Development, Quality Assurance Evaluation Models, Effectiveness of Quality Assurance.

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Authors: Mohammad Javad Kargar, Fatemeh Azimzadeh

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The vast amount of information on the World Wide Web is created and published by many different types of providers. Unlike books and journals, most of this information is not subject to editing or peer review by experts. This lack of quality control and the explosion of web sites make the task of finding quality information on the web especially critical. Meanwhile new facilities for producing web pages such as Blogs make this issue more significant because Blogs have simple content management tools enabling nonexperts to build easily updatable web diaries or online journals. On the other hand despite a decade of active research in information quality (IQ) there is no framework for measuring information quality on the Blogs yet. This paper presents a novel experimental framework for ranking quality of information on the Weblog. The results of data analysis revealed seven IQ dimensions for the Weblog. For each dimension, variables and related coefficients were calculated so that presented framework is able to assess IQ of Weblogs automatically.

Keywords: Information Quality, Weblog, Web Ranking, Web- Quality.

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Authors: S. J. Shahidzadeh Tabatabaei, A. M. Fattahi

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Modal analysis of a FGM plate containing the ceramic phase of Al₂O₃ and metal phase of stainless steel 304 was performed using ABAQUS, with the assumptions that the material has an elastic mechanical behavior and its Young modulus and density are varying in thickness direction. For this purpose, a subroutine was written in FOTRAN and linked with ABAQUS. First, a simulation was performed in accordance to other researcher’s model, and then after comparing the obtained results, the accuracy of the present study was verified. The obtained results for natural frequency and mode shapes indicate good performance of user-written subroutine as well as FEM model used in present study. After verification of obtained results, the effect of clamping condition and the material type (i.e. the parameter n) was investigated. In this respect, finite element analysis was carried out in fully clamped condition for different values of n. The results indicate that the natural frequency decreases with increase of n, since with increase of n, the amount of ceramic phase in FGM plate decreases, while the amount of metal phase increases, leading to decrease of the plate stiffness and hence, natural frequency, as the Young modulus of Al₂O₃ is equal to 380 GPa and the Young modulus of stainless steel 304 is equal to 207 GPa.

Keywords: FGM plates, Modal analysis, Natural frequency, Finite element method.

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Authors: Mine Uslu Uysal

Abstract:

This paper interested in the mechanical deformation behavior of shear deformable functionally graded ceramic-metal (FGM) plates. Theoretical formulations are based on power law theory when build up functional graded material. The mechanical properties of the plate are graded in the thickness direction according to a power-law Displacement and stress is obtained using finite element method (FEM). The load is supposed to be a uniform distribution over the plate surface (XY plane) and varied in the thickness direction only. An FGM’s gradation in material properties allows the designer to tailor material response to meet design criteria. An FGM made of ceramic and metal can provide the thermal protection and load carrying capability in one material thus eliminating the problem of thermo-mechanical deformation behavior. This thesis will explore analysis of FGM flat plates and shell panels, and their applications to r structural problems. FGMs are first characterized as flat plates under pressure in order to understand the effect variation of material properties has on structural response. In addition, results are compared to published results in order to show the accuracy of modeling FGMs using ABAQUS software.

Keywords: Functionally graded material, finite element method, thermal and structural loading.

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Authors: Ünal Kızıl, Levent Genç, Sefa Aksu, Ahmet Tapınç

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The Figaro AM-1 sensor module which employs TGS 2600 model gas sensor in air quality assessment was used. The system was coupled with a microprocessor that enables sensor module to create warning message via telephone. This low cot sensor system’s performance was compared with a DiagNose II commercial electronic nose system. Both air quality sensor and electronic nose system employ metal oxide chemical gas sensors. In the study experimental setup, data acquisition methods for electronic nose system, and performance of the low cost air quality system were evaluated and explained.

Keywords: Air quality, electronic nose, environmental quality, gas sensor.

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Authors: Al-Rousan, M. Ramzi, Badaruddin Mohamed

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In the present Jordan hotels scenario, service quality is a vital competitive policy to keep customer support and build great base. Hotels are trying to win customer loyalty by providing enhanced quality services. This paper attempts to examine the impact of tourism service quality dimension in the Jordanian five star hotels. A total of 322 surveys were administrated to tourists who were staying at three branches Marriott hotel in Jordan. The results show that dimensions of service quality such as empathy, reliability, responsiveness and tangibility significantly predict customer loyalty. Specifically, among the dimension of tourism service quality, the most significant predictor of customer loyalty is tangibility. This paper implies that five star hotels in Jordan should also come forward and try their best to present better tourism service quality to win back their customers- loyalty.

Keywords: Tourism, Service Quality, Loyalty, Five Star hotels, Jordan.

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Authors: Nooshin Salari, Viliam Makis, Jane Doe

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This paper presents a maintenance policy for a system consisting of two units. Unit 1 is gradually deteriorating and is subject to soft failure. Unit 2 has a general lifetime distribution and is subject to hard failure. Condition of unit 1 of the system is monitored periodically and it is considered as failed when its deterioration level reaches or exceeds a critical level N. At the failure time of unit 2 system is considered as failed, and unit 2 will be correctively replaced by the next inspection epoch. Unit 1 or 2 are preventively replaced when deterioration level of unit 1 or age of unit 2 exceeds the related preventive maintenance (PM) levels. At the time of corrective or preventive replacement of unit 2, there is an opportunity to replace unit 1 if its deterioration level reaches the opportunistic maintenance (OM) level. If unit 2 fails in an inspection interval, system stops operating although unit 1 has not failed. A mathematical model is derived to find the preventive and opportunistic replacement levels for unit 1 and preventive replacement age for unit 2, that minimize the long run expected average cost per unit time. The problem is formulated and solved in the semi-Markov decision process (SMDP) framework. Numerical example is provided to illustrate the performance of the proposed model and the comparison of the proposed model with an optimal policy without opportunistic maintenance level for unit 1 is carried out.

Keywords: Condition-based maintenance, opportunistic maintenance, preventive maintenance, two-unit system.

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Authors: Irfan Rafique, Philip Lew, Maissom Qanber Abbasi, Zhang Li

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The world wide web coupled with the ever-increasing sophistication of online technologies and software applications puts greater emphasis on the need of even more sophisticated and consistent quality requirements modeling than traditional software applications. Web sites and Web applications (WebApps) are becoming more information driven and content-oriented raising the concern about their information quality (InQ). The consistent and consolidated modeling of InQ requirements for WebApps at different stages of the life cycle still poses a challenge. This paper proposes an approach to specify InQ requirements for WebApps by reusing and extending the ISO 25012:2008(E) data quality model. We also discuss learnability aspect of information quality for the WebApps. The proposed ISO 25012 based InQ framework is a step towards a standardized approach to evaluate WebApps InQ.

Keywords: Data Quality Model, Information learnability, Information Quality, Web applications.

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Authors: Min Kook Choi, Hyun Gyu Lee, Ryan You, Byeong-Seok Shin, Sang-Chul Lee

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Wireless capsule Endoscopy (WCE) has rapidly shown its wide applications in medical domain last ten years thanks to its noninvasiveness for patients and support for thorough inspection through a patient-s entire digestive system including small intestine. However, one of the main barriers to efficient clinical inspection procedure is that it requires large amount of effort for clinicians to inspect huge data collected during the examination, i.e., over 55,000 frames in video. In this paper, we propose a method to compute meaningful motion changes of WCE by analyzing the obtained video frames based on regional optical flow estimations. The computed motion vectors are used to remove duplicate video frames caused by WCE-s imaging nature, such as repetitive forward-backward motions from peristaltic movements. The motion vectors are derived by calculating directional component vectors in four local regions. Our experiments are performed on small intestine area, which is of main interest to clinical experts when using WCEs, and our experimental results show significant frame reductions comparing with a simple frame-to-frame similarity-based image reduction method.

Keywords: Wireless capsule endoscopy, optical flow, duplicated image, duplicated frame.

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Authors: Aeslina Binti Abdul Kadir, Ahmad Shayuti Bin Abdul Rahim

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Brick is one of the most common masonry units used as building material. Due to the demand, different types of waste have been investigated to be incorporated into the bricks. Many types of sludge have been incorporated in fired clay brick for example marble sludge, stone sludge, water sludge, sewage sludge, and ceramic sludge. The utilization of these waste materials in fired clay bricks usually has positive effects on the properties such as lightweight bricks with improved shrinkage, porosity, and strength. This paper reviews on utilization of different types of sludge wastes into fired clay bricks. Previous investigations have demonstrated positive effects on the physical and mechanical properties as well as less impact towards the environment. Thus, the utilizations of sludge waste could produce a good quality of brick and could be one of alternative disposal methods for the sludge wastes.

Keywords: Fired Clay Brick, Sludge waste, Compressive strength, Shrinkage, Water absorption.

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Authors: S. B. Jaju, R. R. Lakhe

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Quality costs are the costs associated with preventing, finding, and correcting defective work. Since the main language of corporate management is money, quality-related costs act as means of communication between the staff of quality engineering departments and the company managers. The objective of quality engineering is to minimize the total quality cost across the life of product. Quality costs provide a benchmark against which improvement can be measured over time. It provides a rupee-based report on quality improvement efforts. It is an effective tool to identify, prioritize and select quality improvement projects. After reviewing through the literature it was noticed that a simplified methodology for data collection of quality cost in a manufacturing industry was required. The quantified standard methodology is proposed for collecting data of various elements of quality cost categories for manufacturing industry. Also in the light of research carried out so far, it is felt necessary to standardise cost elements in each of the prevention, appraisal, internal failure and external failure costs. . Here an attempt is made to standardise the various cost elements applicable to manufacturing industry and data is collected by using the proposed quantified methodology. This paper discusses the case study carried in luggage manufacturing industry.

Keywords: Quality Costs, PAF model, quantified methodology, Case study.

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Authors: Gyoutae Park, Woosuk Kim, Sangguk Ahn, Seungmo Kim, Minjun Kim, Jinhan Lee, Youngdo Jo, Jongsam Moon, Hiesik Kim

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In this research, we designed a remote system to test parameters of gas detectors such as gas concentration and initial response time. This testing system is available to measure two gas instruments simultaneously. First of all, we assembled an experimental jig with a square structure. Those parts are included with a glass flask, two high-quality cameras, and two Ethernet modems for transmitting data. This remote gas detector testing system extracts numerals from videos with continually various gas concentrations while LCDs show photographs from cameras. Extracted numeral data are received to a laptop computer through Ethernet modem. And then, the numerical data with gas concentrations and the measured initial response speeds are recorded and graphed. Our remote testing system will be diversely applied on gas detector’s test and will be certificated in domestic and international countries.

Keywords: Gas leakage detector, inspection instrument, extracting numerals, concentration.

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Authors: Dongjoo Kim, Chang-Sik Son, Won-Seok Kang

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Adequate sleep affects various parts of one’s overall physical and mental life. As one of the methods in determining the appropriate amount of sleep, this research presents a heart rate based sleep quality index. In order to evaluate sleep quality using the heart rate, sleep data from 280 subjects taken over one month are used. Their sleep data are categorized by a three-part heart rate range. After categorizing, some features are extracted, and the statistical significances are verified for these features. The results show that some features of this sleep quality index model have statistical significance. Thus, this heart rate based sleep quality index may be a useful discriminator of sleep.

Keywords: Sleep, sleep quality, heart rate, statistical analysis.

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Authors: G. Jelic Mrcelic, M. Sliskovic

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In Croatia, the majority of cultured marine fish species are reared in net cages. The intensive production of the fish in net cages may generate the considerable amount of bio waste and change water quality especially in enclosed and semi-enclosed coastal areas. The aim of this paper is to assess the potential impact of sea bass (Dicentrarchus labrax L.) cage farm on water quality. The weak relationship between food supply and water quality parameters (nutrient content and phytoplankton biomass) was found, but significant changes in oxygen saturation was observed in the cages during the warmer period of a year especially in the morning (occasionally it dropped below 70 %). Despite of, satisfactory results of water quality parameters, it is necessary to establish comprehensive monitoring process, especially to include quality assessment of fouling communities.

Keywords: Mariculture, monitoring, fish cages, water quality parameters.

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Authors: Carrie Ho, Choo Bo Quan

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Urban non-point source (NPS) pollution for a residential catchment in Miri, Sarawak was investigated for two storm events in 2011. Runoff from two storm events were sampled and tested for water quality parameters including TSS, BOD5, COD, NH3-N, NO3-N, NO2-N, P and Pb. Concentration of the water quality parameters was found to vary significantly between storms and the pollutant of concern was found to be NO3-N, TSS, COD and Pb. Results were compared to the Interim National Water Quality Standards for Malaysia (INWQS),and the stormwater runoff from the study can be classified as polluted, exceeding class III water quality, especially in terms of TSS, COD, and NH3-N with maximum EMCs of 158, 135, and 2.17 mg/L, respectively.

Keywords: Residential land-use, urban runoff, water quality.

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Authors: Sandu L., Topală F., Porojan S.

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Restoration of endodontically treated teeth is a common problem in dentistry, related to the fractures occurring in such teeth and to concentration of forces little information regarding variation of basic preparation guidelines in stress distribution has been available. To date, there is still no agreement in the literature about which material or technique can optimally restore endodontically treated teeth. The aim of the present study was to evaluate the influence of the core height and restoration materials on corono-radicular restored upper first premolar. The first step of the study was to achieve 3D models in order to analyze teeth, dowel and core restorations and overlying full ceramic crowns. The FEM model was obtained by importing the solid model into ANSYS finite element analysis software. An occlusal load of 100 N was conducted, and stresses occurring in the restorations, and teeth structures were calculated. Numerical simulations provide a biomechanical explanation for stress distribution in prosthetic restored teeth. Within the limitations of the present study, it was found that the core height has no important influence on the stress generated in coronoradicular restored premolars. It can be drawn that the cervical regions of the teeth and restorations were subjected to the highest stress concentrations.

Keywords: 3D models, finite element analysis, dowel and core restoration, full ceramic crown, premolars, structural simulations.

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Authors: Mohammed A. Kafaji

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This paper aims to investigate the influence of quality of education and quality of research, provided by local educational institutions, on the adoption of Information and Communication Technology (ICT) in managing business operations for companies in Saudi market. A model was developed and tested using data collected from 138 Chief Executive Officers (CEOs) of foreign companies in diverse business sectors. The data is analyzed and managed using multivariate approaches through standard statistical packages. The results showed that educational quality has little contribution to the ICT adoption while research quality seems to play a more prominent role. These results are analyzed in terms of business environment and market constraints and further extended to the perceived effectiveness of applied pedagogical approaches in schools and universities.

Keywords: Domestic Competition, Quality of Education, Quality of Research, ICT Adoption, Mediation.

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Authors: Whee Yen Wong, Kim Yeow Tshai, Chan Wai Lee

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There are various approaches to implement quality improvements. Organizations aim for a management standard which is capable of providing customers with quality assurance on their product/service via continuous process improvement. Carefully planned steps are necessary to ensure the right quality improvement methodology (QIM) and business operations are consistent, reliable and truly meet the customers' needs. This paper traces the evolution of QIM in Malaysia-s Information Technology (IT) industry in the past, current and future; and highlights some of the thought of researchers who contributed to the science and practice of quality, and identifies leading methodologies in use today. Some of the misconceptions and mistakes leading to quality system failures will also be examined and discussed. This paper aims to provide a general overview of different types of QIMs available for IT businesses in maximizing business advantages, enhancing product quality, improving process routines and increasing performance earnings.

Keywords: Evolution, Integrating and Aligning, Malaysia's Quality Improvement Methodology, Six Sigma Data Quality Management.

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Authors: Liu Ji-Wei, Pei Yu-Liang, Liu Qian, Han Xiang, Zeng De-Liang

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The economic and stable operation was affected seriously by coal quality disturbance for power plants. Based on model analysis, influence of the disturbance can be considered as gain change of control system. Power capability coefficient of coal was constructed to inhibit it. Accuracy of the coefficient was verified by operating data. Then coal quality disturbance free system based on gain scheduling was designed for coordinated control system. Simulation showed that, the strategy improved control quality obviously, and inhibited the coal quality disturbance.

Keywords: coordinate control system, coal quality disturbance, energy coefficient of coal quality, gain scheduling

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Authors: I. Ismail, A.I. Che-Ani, N.M. Tawil, H. Yahaya, M.Z. Abd-Razak

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Housing is a basic human right. The provision of new house shall be free from any defects, even for the defects that people do normally considered as 'cosmetic defects'. This paper studies about the building defects of newly completed house of 72 unit of double-storey terraced located in Bangi, Selangor. The building survey implemented using protocol 1 (visual inspection). As for new house, the survey work is very stringent in determining the defects condition and priority. Survey and reporting procedure is carried out based on CSP1 Matrix that involved scoring system, photographs and plan tagging. The analysis is done using Statistical Package for Social Sciences (SPSS). The finding reveals that there are 2119 defects recorded in 72 terraced houses. The cumulative score obtained was 27644 while the overall rating is 13.05. These results indicate that the construction quality of the newly terraced houses is low and not up to an acceptable standard as the new house should be.

Keywords: terraced houses, building defects, construction, CSP1 Matrix, Malaysia.

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Authors: Towards Better Quality in Healthcare, Operations Management: A Developmental Literature Review

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This work presents the various perspectives, dimensions, components and definitions given to quality in the operations management (OM) and healthcare services (HCS) literature in time, highlighting gaps and learning opportunities between the two disciplines through a thorough search into their rich and distinct body of knowledge. Greater and new insights about the general nature of quality are obtained with findings such as in OM, quality has been approached in six fairly distinct paradigms (excellence, value, conformity to specifications, attributes, satisfaction and meeting or exceeding customer expectations), whereas in HCS, two approaches are prominent (Donabedian’s structure, process and outcomes model and Lohr and Schroeder’s circumscribed definition). The two disciplines views on quality seem to have progressed much in parallel with little cross-learning from each other. This work then proposes an encompassing definition of quality as a lever and suggests further research and development avenues for a better use of the concept of quality by academics and practitioners alike toward the goals of greater organizational performance and improved management in healthcare and possibly other service domains.

Keywords: Healthcare, management, operations, quality, services.

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Authors: Wendy Zhang, Ernst L. Leiss, Huilin Ye

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Most scientific programs have large input and output data sets that require out-of-core programming or use virtual memory management (VMM). Out-of-core programming is very error-prone and tedious; as a result, it is generally avoided. However, in many instance, VMM is not an effective approach because it often results in substantial performance reduction. In contrast, compiler driven I/O management will allow a program-s data sets to be retrieved in parts, called blocks or tiles. Comanche (COmpiler MANaged caCHE) is a compiler combined with a user level runtime system that can be used to replace standard VMM for out-of-core programs. We describe Comanche and demonstrate on a number of representative problems that it substantially out-performs VMM. Significantly our system does not require any special services from the operating system and does not require modification of the operating system kernel.

Keywords: I/O Management, Out-of-core, Compiler, Tile mapping.

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Authors: S.H. Zulkarnain, E.M.A Zawawi, M.Y. A. Rahman, N.K.F. Mustafa

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Building maintenance plays an important role among other activities in building operation. Building defect and damages are part of the building maintenance 'bread and butter' as their input indicated in the building inspection is very much justified, particularly as to determine the building performance. There will be no escape route or short cut from building maintenance work. This study attempts to identify a competitive performance that translates the Critical Success Factor achievements and satisfactorily meet the university-s expectation. The quality and efficiency of maintenance management operation of building depends, to some extent, on the building condition information, the expectation from the university sector and the works carried out for each maintenance activity. This paper reviews the critical success factor in building maintenance management practice for university sectors from four (4) perspectives which include (1) customer (2) internal processes (3) financial and (4) learning and growth perspective. The enhancement of these perspectives is capable to reach the maintenance management goal for a better living environment in university campus.

Keywords: Building maintenance, Critical Success Factor, Management, University

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Authors: Maria Paula Santos, Ana Lucas

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Organizations support their operations and decision making on the data they have at their disposal, so the quality of these data is remarkably important and Data Quality (DQ) is currently a relevant issue, the literature being unanimous in pointing out that poor DQ can result in large costs for organizations. The literature review identified and described 24 Critical Success Factors (CSF) for Data Quality Management (DQM) that were presented to a panel of experts, who ordered them according to their degree of importance, using the Delphi method with the Q-sort technique, based on an online questionnaire. The study shows that the five most important CSF for DQM are: definition of appropriate policies and standards, control of inputs, definition of a strategic plan for DQ, organizational culture focused on quality of the data and obtaining top management commitment and support.

Keywords: Critical success factors, data quality, data quality management, Delphi, Q-Sort.

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Authors: Sarka Velcovska

Abstract:

The paper deals with quality labels used in the food products market, especially with labels of quality, labels of origin, and labels of organic farming. The aim of the paper is to identify perception of these labels by consumers in the Czech Republic. The first part refers to the definition and specification of food quality labels that are relevant in the Czech Republic. The second part includes the discussion of marketing research results. Data were collected with personal questioning method. Empirical findings on 150 respondents are related to consumer awareness and perception of national and European food quality labels used in the Czech Republic, attitudes to purchases of labelled products, and interest in information regarding the labels. Statistical methods, in the concrete Pearson´s chi-square test of independence, coefficient of contingency, and coefficient of association are used to determinate if significant differences do exist among selected demographic categories of Czech consumers.

Keywords: Food quality labels, quality labels awareness, quality labels perception, marketing research.

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Authors: Perminderjit Singh, Sukhvir Singh

Abstract:

Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. Total Quality Management (TQM) has become a frequently used term in discussions concerning quality. Total Quality management has brought rise in demands on the organizations policy and the customers have gained more importance in the organizations focus. TQM is considered as an important management tool, which helps the organizations to satisfy their customers. In present research critical success factors includes management commitment, customer satisfaction, continuous improvement, work culture and environment, supplier quality management, training and development, employee satisfaction and product/process design are studied. A questionnaire is developed to implement these critical success factors in implementation of total quality management in Indian industry. Questionnaires filled by consulting different industrial organizations. Data collected from questionnaires is analyzed by descriptive and importance indexes. 

Keywords: Total quality management, critical success factor, employee satisfaction.

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Authors: Feng Xiao, Zhou Hongyu, YuCaixia

Abstract:

Based on an analysis of the current research and application of Road maintenance, geographic information system (WebGIS) and ArcGIS Server, the platform overhead construction for Road maintenance development is studied and the key issues are presented, including the organization and design of spatial data on the basis of the geodatabase technology, middleware technology, tiles cache index technology and dynamic segmentation of WebGIS. Road maintenance geographic information platform is put forward through the researching ideas of analysis of the system design. The design and application of WebGIS system are discussed on the basis of a case study of BaNan district of Chongqing highway maintenance management .The feasibility of the theories and methods are validated through the system.

Keywords: WebGIS, Tile, Road maintenance, dynamic segmentation

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Authors: Sisuwan Kaseamsawat, Sivapan Choo-In

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This study aimed to evaluated the surface water quality for agriculture and consumption in the Amphawa District. The surface water quality parameters in this study included water temperature, turbidity, conductivity, salinity, pH, dissolved oxygen, BOD, nitrate, suspended solids, phosphorus, total dissolved solids (TDS), iron (Fe), copper (Cu), zinc (Zn), manganese (Mn), lead (Pb) and cadmium (Cd). The water samples were collected from small excavation, Lychee, Pomelo and Coconut orchards for 3 seasons from January to December 2011.

The surface water quality from small excavation, Lychee, pomelo and coconut orchards were met the type III of surface water quality standard. The concentration of heavy metal and did not differ significantly at 0.05 level, except dissolved oxygen.

The surface water was suitable for consumption by the usual sterile and generally improving water quality through the process before and was suitable for agriculture.

Keywords: Water Quality, Surface Water Quality.

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Authors: A. Golmohammadi, B. Jahandideh

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One of the determinants of a firm-s prosperity is the customers- perceived service quality and satisfaction. While service quality is wide in scope, and consists of various dimensions, there may be differences in the relative importance of these dimensions in affecting customers- overall satisfaction of service quality. Identifying the relative rank of different dimensions of service quality is very important in that it can help managers to find out which service dimensions have a greater effect on customers- overall satisfaction. Such an insight will consequently lead to more effective resource allocation which will finally end in higher levels of customer satisfaction. This issue –despite its criticality- has not received enough attention so far. Therefore, using a sample of 240 bank customers in Iran, an artificial neural network is developed to address this gap in the literature. As customers- evaluation of service quality is a subjective process, artificial neural networks –as a brain metaphor- may appear to have a potentiality to model such a complicated process. Proposing a neural network which is able to predict the customers- overall satisfaction of service quality with a promising level of accuracy is the first contribution of this study. In addition, prioritizing the service quality dimensions in affecting customers- overall satisfaction –by using sensitivity analysis of neural network- is the second important finding of this paper.

Keywords: service quality, customer satisfaction, relativeimportance, artificial neural network.

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Authors: Ming-Wen Hsu, Yaw-Kuang Chen, Che-Ming Chiang, Shin-Ku Lee

Abstract:

This research explores visitor-s expectations of service quality in intelligent living space showroom – Living 3.0 in Taiwan. Based on the five dimensions of PZB service quality, a specialist questionnaire is utilized to establish a complete service quality evaluation framework for Living 3.0. In this research, analysis hierarchy process (AHP) is applied to find the relative weights among the criteria. Finally, the service quality evaluation framework and evaluation results can be used as a guide for Living 3.0 proprietors to review, improve, and enhance service planning and service qualities in the future.

Keywords: Analysis Hierarchy Process (AHP), Service quality, Intelligent living space.

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