Search results for: success

Authors: Ivan C. Mustakerov, Daniela I. Borissova

Abstract:

In recent years, new product development became more and more competitive and globalized, and the designing phase is critical for the product success. The concept of modularity can provide the necessary foundation for organizations to design products that can respond rapidly to market needs. The paper describes data structures and algorithms of intelligent Web-based system for modular design taking into account modules compatibility relationship and given design requirements. The system intelligence is realized by developed algorithms for choice of modules reflecting all system restrictions and requirements. The proposed data structure and algorithms are illustrated by case study of personal computer configuration. The applicability of the proposed approach is tested through a prototype of Web-based system.

Keywords: Data structures, algorithms, intelligent web-based system, modular design.

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Authors: S. Esakkirajan, T. Veerakumar, V. Senthil Murugan, P. Navaneethan

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The existing image coding standards generally degrades at low bit-rates because of the underlying block based Discrete Cosine Transform scheme. Over the past decade, the success of wavelets in solving many different problems has contributed to its unprecedented popularity. Due to implementation constraints scalar wavelets do not posses all the properties such as orthogonality, short support, linear phase symmetry, and a high order of approximation through vanishing moments simultaneously, which are very much essential for signal processing. New class of wavelets called 'Multiwavelets' which posses more than one scaling function overcomes this problem. This paper presents a new image coding scheme based on non linear approximation of multiwavelet coefficients along with multistage vector quantization. The performance of the proposed scheme is compared with the results obtained from scalar wavelets.

Keywords: Image compression, Multiwavelets, Multi-stagevector quantization.

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Authors: Bundit Pungnirund

Abstract:

The purposes of this research were to develop and to monitor the antecedent factors which directly affected the success rate of new product development. This was a case study of the leather industry in Bangkok, Thailand. A total of 350 leather factories were used as a sample group. The findings revealed that the new product development model was harmonized with the empirical data at the acceptable level, the statistic values are: χ2=6.45, df= 7, p-value = .48856; RMSEA = .000; RMR = .0029; AGFI = .98; GFI = 1.00. The independent variable that directly influenced the dependent variable at the highest level was marketing outcome which had a influence coefficient at 0.32 and the independent variables that indirectly influenced the dependent variables at the highest level was a clear organization policy which had a influence coefficient at 0.17, whereas, all independent variables can predict the model at 48 percent.

Keywords: Antecedent, New Product Development, Leather Industry.

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Authors: Ishan Arora, Anurag S. Rathore

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The primary objective of this work was to study the effect of resin chemistry, pH and molarity of binding and elution buffer on aggregate removal using Cation Exchange Chromatography and find the optimum conditions which can give efficient aggregate removal with minimum loss of yield. Four different resins were used for carrying out the experiments: Fractogel EMD SO3 -(S), Fractogel EMD COO-(M), Capto SP ImpRes and S Ceramic HyperD. Runs were carried out on the AKTA Avant system. Design of Experiments (DOE) was used for analysis using the JMP software. The dependence of the yield obtained using different resins on the operating conditions was studied. Success has been achieved in obtaining yield greater than 90% using Capto SP ImpRes and Fractogel EMD COO-(M) resins. It has also been found that a change in the operating conditions generally has different effects on the yields obtained using different resins.

Keywords: Aggregates, cation exchange chromatography, design of experiments, monoclonal antibodies.

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Authors: Barbara A. Perry

Abstract:

In 1996, the New Zealand government and the Ministry of Education announced that they were setting up a "world class system of inclusive education". As a parent of a son with high and complex needs, a teacher, school Principal and Disability studies Lecturer, this author will track the changes in the journey towards inclusive education over the last 20 years. Strategies for partnering with families to ensure educational success along with insights from one of those on the crest of the wave will be presented. Using a narrative methodology the author will illuminate how far New Zealand has come towards this world class system of inclusion promised and share from personal experience some of the highlights and risks in the system. This author has challenged the old structures and been part of the setting up of new structures particularly for providing parent voice and insight; this paper provides a unique view from an insider’s voice as well as a professional in the system.

Keywords: Disability studies, inclusive education, special education, working with families with children with disability.

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Authors: Karrar Raoof Kareem Kamoona, Enas Fathi Taher AlHares, Zeynep Isik

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The various disciplines in the construction industry and the co-existence of the people in the various disciplines are what builds well-developed, closely-knit interpersonal skills at various hierarchical levels thus leading to a varied way of leadership. The varied decision making aspects during the lifecycle of a project include: autocratic, participatory and last but not least, free-rein. We can classify some of the decision makers in the construction industry in a hierarchical manner as follows: project executive, project manager, superintendent, office engineer and finally the field engineer. This survey looked at how decisions are made during the construction period by the key stakeholders in the project. From the paper it is evident that the three decision making aspects can be used at different times or at times together in order to bring out the best leadership decision. A blend of different leadership styles should be used to enhance the success rate during the project lifecycle.

Keywords: Leadership style, construction, decision-making, built environment.

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Authors: Olugbara O.O., Adebiyi A.A.

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Most standard software development methodologies are often not applied to software projects in many developing countries of the world. The approach generally practice is close to what eXtreme Programming (XP) is likely promoting, just keep coding and testing as the requirement evolves. XP is an agile software process development methodology that has inherent capability for improving efficiency of Business Software Development (BSD). XP can facilitate Business-to-Development (B2D) relationship due to its customer-oriented advocate. From practitioner point of view, we applied XP to BSD and result shows that customer involvement has positive impact on productivity, but can as well frustrate the success of the project. In an effort to promote software engineering practice in developing countries of Africa, we present the experiment performed, lessons learned, problems encountered and solution adopted in applying XP methodology to BSD.

Keywords: Requirements engineering, Requirements elicitation, Extreme programming, Mobile Work force

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Authors: F. Abujalala, A. Elmangoush, M. Ashibani

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The adoption of Blockchain technology introduces the possibility to decentralize cold chain systems. This adaptation enhances them to be more efficient, accessible, verifiable, and data security. Additionally, the Internet of Things (IoT) concept is considered as an added-value to various application domains. Cargo tracking and cold chain are a few to name. However, the security of the IoT transactions and integrated devices remains one of the key challenges to the IoT application’s success. Consequently, Blockchain technology and its consensus protocols have been used to solve many information security problems. In this paper, we discuss the advantages of integrating Blockchain technology into IoT platform to improve security and provide an overview of existing literature on integrating Blockchain and IoT platforms. Then, we present the immunization cold chain solution as a use-case that could be applied to any critical goods based on integrating Hyperledger fabric platform and IoT platform.

Keywords: Blockchain, Hyperledger fabric, internet of things, security, traceability.

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Authors: Ibtihaj Al-Siyabi

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The crisis of COVID-19 posed enormous challenges to the statistical providers. While official statistics were disrupted by the pandemic and related containment measures, there was a growing and pressing need for real-time data and statistics to inform decisions. This paper gives an account of the way the pandemic impacted the operations of the National Statistical Offices (NSOs) in general in terms of data collection and methods used, and the main challenges encountered by them based on international surveys. It highlights the performance of the Statistical Centre for the Cooperation Council for the Arab Countries of the Gulf, GCC-STAT, and its responsiveness to the pandemic placing special emphasis on environmental statistics. The paper concludes by confirming the GCC-STAT’s resilience and success in facing the challenges.

Keywords: NSO, COVID-19, pandemic, National Statistical Offices.

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Authors: Florian Mach, Eric Hund, Malte Stonis

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The dismantling of disused industrial facilities such as nuclear power plants or refineries is an enormous challenge for the planning and control of the logistic processes. Existing control models do not meet the requirements for a proper dismantling of industrial plants. Therefore, the paper presents an approach for the control of dismantling and post-processing processes (e.g. decontamination) in plant decommissioning. In contrast to existing approaches, the dismantling sequence and depth are selected depending on the capacity utilization of required post-processing processes by also considering individual characteristics of respective dismantling tasks (e.g. decontamination success rate, uncertainties regarding the process times). The results can be used in the dismantling of industrial plants (e.g. nuclear power plants) to reduce dismantling time and costs by avoiding bottlenecks such as capacity constraints.

Keywords: Dismantling management, logistics planning and control models, nuclear power plant dismantling, reverse logistics.

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Authors: Hemashree Bordoloi, Kandarpa Kumar Sarma

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Rotation or tilt present in an image capture by digital means can be detected and corrected using Artificial Neural Network (ANN) for application with a Face Recognition System (FRS). Principal Component Analysis (PCA) features of faces at different angles are used to train an ANN which detects the rotation for an input image and corrected using a set of operations implemented using another system based on ANN. The work also deals with the recognition of human faces with features from the foreheads, eyes, nose and mouths as decision support entities of the system configured using a Generalized Feed Forward Artificial Neural Network (GFFANN). These features are combined to provide a reinforced decision for verification of a person-s identity despite illumination variations. The complete system performing facial image rotation detection, correction and recognition using re-enforced decision support provides a success rate in the higher 90s.

Keywords: Rotation, Face, Recognition, ANN.

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Authors: Amel Grissa-Touzi, Minyar Sassi

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Conception is the primordial part in the realization of a computer system. Several tools have been used to help inventors to describe their software. These tools knew a big success in the relational databases domain since they permit to generate SQL script modeling the database from an Entity/Association model. However, with the evolution of the computer domain, the relational databases proved their limits and object-relational model became used more and more. Tools of present conception don't support all new concepts introduced by this model and the syntax of the SQL3 language. We propose in this paper a tool of help to the conception and implementation of object-relational databases called «NAVIGTOOLS" that allows the user to generate script modeling its database in SQL3 language. This tool bases itself on the Entity/Association and navigational model for modeling the object-relational databases.

Keywords: Abstract Data Table, Navigational model, Objectrelational databases, References.

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Authors: Mohammad Reza Ostad Ali Naghi Kashani

Abstract:

Nowadays, the amounts of companies which tend to have an Enterprise Resource Planning (ERP) application are increasing. Although ERP projects are expensive, time consuming, and complex, there are some successful experiences. These days, developing countries are striving to implement ERP projects successfully; however, there are many obstacles. Therefore, these projects would be failed or partially failed. This paper concerns the implementation of a successful ERP implementation, IFS, in Iran at Dana Geophysics Company (DGC). After a short review of ERP and ERP market in Iran, we propose a three phases deployment methodology (phase 1: Preparation and Business Process Management (BPM) phase 2: implementation and phase 3: testing, golive-1 (pilot) and golive-2 (final)). Then, we present five guidelines (Project Management, Change Management, Business Process Management (BPM), Training& Knowledge Management, and Technical Management), which were chose as work streams. In this case study we present lessons learned in Project management and Business process Management.

Keywords: Business Process Management, Critical Success Factors, ERP, Project Management.

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Authors: Luis Gracia, Carlos Perez-Vidal, Carlos Gracia

Abstract:

This paper presents the theoretical background and the real implementation of an automated computer system to introduce machine vision in flower, fruit and vegetable processing for recollection, cutting, packaging, classification, or fumigation tasks. The considerations and implementation issues presented in this work can be applied to a wide range of varieties of flowers, fruits and vegetables, although some of them are especially relevant due to the great amount of units that are manipulated and processed each year over the world. The computer vision algorithms developed in this work are shown in detail, and can be easily extended to other applications. A special attention is given to the electromagnetic compatibility in order to avoid noisy images. Furthermore, real experimentation has been carried out in order to validate the developed application. In particular, the tests show that the method has good robustness and high success percentage in the object characterization.

Keywords: Image processing, Vision system, Automation

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Authors: Hafid Mohamed Amine, Nechniche H.

Abstract:

The major urban centers are all facing rapid growth is most often associated with spreading urbanization, social status of the car has also changed: it has become a commodity of mass consumption. There are currently about 5 million and 260 cars in Algeria (2008), this number increases every year 200,000 new cars. These phenomena induce a demand for greater mobility and a significant need for transport infrastructure. Faced with these problems and development of the growing use of the automobile, central governments and local authorities in charge of urban transport issues are aware of the need to develop their urban transport systems but often lack opportunities. Urban Transport Plans (PDU) were born in reaction to the "culture of automobile." Their existence in the world the '80s, however, they had little success before laws on air and rational use of energy in 90 years does not alter substantially their content and make mandatory their implementation in cities of over 100,000 inhabitants (Abroad) [1]. The objective of this work is to use the tool and specifically Geomatics techniques as decision support in the organization and management of travel while taking into consideration the influence, which will then translate by National Urban Transport Plan.

Keywords: Geomatic, GIS, PDU, planning, transport.

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Authors: M. Sadeghzadeh, M. Teshnehlab

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Feature selection has recently been the subject of intensive research in data mining, specially for datasets with a large number of attributes. Recent work has shown that feature selection can have a positive effect on the performance of machine learning algorithms. The success of many learning algorithms in their attempts to construct models of data, hinges on the reliable identification of a small set of highly predictive attributes. The inclusion of irrelevant, redundant and noisy attributes in the model building process phase can result in poor predictive performance and increased computation. In this paper, a novel feature search procedure that utilizes the Ant Colony Optimization (ACO) is presented. The ACO is a metaheuristic inspired by the behavior of real ants in their search for the shortest paths to food sources. It looks for optimal solutions by considering both local heuristics and previous knowledge. When applied to two different classification problems, the proposed algorithm achieved very promising results.

Keywords: Ant colony optimization, Classification, Datamining, Feature selection.

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Authors: Y. Atilgan Şengül

Abstract:

Health information technologies promise higher quality, safer care and much more for both patients and professionals. Despite their promise, they are costly to develop and difficult to implement. On the other hand, user acceptance and usage determine the success of implemented information technology in healthcare. This study provides a model to understand health professionals’ perception and expectation of health information technology. Extensive literature review has been conducted to determine the main factors to be measured. A questionnaire has been designed as a measurement model and submitted to the personnel of an in vitro fertilization clinic. The respondents’ degree of agreement according to five-point Likert scale was 72% for convenient access to data and 69.4% for the importance of data security. There was a significant difference in acceptance of electronic data storage for female respondents. Also, other significant differences between professions were obtained.

Keywords: Healthcare, health informatics, medical record system, questionnaire.

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Authors: Redha Elhuni, M. Munir Ahmad

Abstract:

The main purpose of this research is to construct a generic model for successful implementation of Total Quality Management (TQM) in Oil sector, and to find out the effects of this model on the organizational sustainability development (OSD) performance of Libyan oil and gas companies using the structured equation modeling (SEM) approach. The research approach covers both quantitative and qualitative methods. A questionnaire was developed in order to identify the quality factors that are seen by Libyan oil and gas companies to be critical to the success of TQM implementation. Hypotheses were developed to evaluate the impact of TQM implementation on O SD. Data analysis reveals that there is a significant positive effect of the TQM implementation on OSD. 24 quality factors are found to be critical and absolutely essential for successful TQM implementation. The results generated a structure of the TQMSD implementation framework based on the four major road map constructs (Top management commitment, employee involvement and participation, customer-driven processes, and continuous improvement culture).

Keywords: TQM, CQFs, Oil & Gas, OSD, Libya.

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Authors: Hazim Abdulsada

Abstract:

The inspection of underneath vehicle system has been given significant attention by governments after the threat of terrorism become more prevalent. New technologies such as mobile robots and computer vision are led to have more secure environment. This paper proposed that a mobile robot like Aria robot can be used to search and inspect the bombs under parking a lot vehicle. This robot is using fuzzy logic and subsumption algorithms to control the robot that movies underneath the vehicle. An OpenCV library and laser Hokuyo are added to Aria robot to complete the experiment for under vehicle inspection. This experiment was conducted at the indoor environment to demonstrate the efficiency of our methods to search objects and control the robot movements under vehicle. We got excellent results not only by controlling the robot movement but also inspecting object by the robot camera at same time. This success allowed us to know the requirement to construct a new cost effective robot with more functionality.

Keywords: Fuzzy logic, Mobile robots, OpenCV, Subsumption, Under vehicle inspection.

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Authors: F. Arıkan, Z. Karakus

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Cancer is a widespread disease in the world and is the third reason of deaths among the chronic diseases. Educating patients and caregivers has a vital role for empowering them in managing disease and treatment's symptoms. Informing of the patients about their disease and treatment process decreases patient's distress and decisional conflicts, improves wellbeing of them, increase success of the treatment and survival. In this era, technological education methods are used for patients that have different chronic disease. Many studies indicated that especially web based patient education such as chronic obstructive lung disease; heart failure is more effective than printed materials. Web based education provide easiness to patients while they are reaching health services. It also has more advantages because of it decreases health cost and requirement of staff. It is thought that web based education may be beneficial method for cancer patient's empowerment in coping with the disease's symptoms. The aim of the study is evaluate the effectiveness of web based education for cancer patients' clinical outcomes.

Keywords: Cancer Patients, E-Learning, Nursing, Web Based Education.

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Authors: Thamer Al-Rousan, Shahida Sulaiman, Rosalina Abdul Salam

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Risk management is an essential fraction of project management, which plays a significant role in project success. Many failures associated with Web projects are the consequences of poor awareness of the risks involved and lack of process models that can serve as a guideline for the development of Web based applications. To circumvent this problem, contemporary process models have been devised for the development of conventional software. This paper introduces the WPRiMA (Web Project Risk Management Assessment) as the tool, which is used to implement RIAP, the risk identification architecture pattern model, which focuses upon the data from the proprietor-s and vendor-s perspectives. The paper also illustrates how WPRiMA tool works and how it can be used to calculate the risk level for a given Web project, to generate recommendations in order to facilitate risk avoidance in a project, and to improve the prospects of early risk management.

Keywords: Architecture pattern model, risk factors, risk identification, web project, web project risk management assessment.

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Authors: Maros Barabas, Michal Drozd, Petr Hanacek

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A novel behavioral detection framework is proposed to detect zero day buffer overflow vulnerabilities (based on network behavioral signatures) using zero-day exploits, instead of the signature-based or anomaly-based detection solutions currently available for IDPS techniques. At first we present the detection model that uses shadow honeypot. Our system is used for the online processing of network attacks and generating a behavior detection profile. The detection profile represents the dataset of 112 types of metrics describing the exact behavior of malware in the network. In this paper we present the examples of generating behavioral signatures for two attacks – a buffer overflow exploit on FTP server and well known Conficker worm. We demonstrated the visualization of important aspects by showing the differences between valid behavior and the attacks. Based on these metrics we can detect attacks with a very high probability of success, the process of detection is however very expensive.

Keywords: behavioral signatures, metrics, network, security design

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Authors: Françoise Petersen, Mike Pluke, Tatiana Kovacikova, Giovanni Bartolomeo

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As communications systems and technology become more advanced and complex, it will be increasingly important to focus on users- individual needs. Personalization and effective user profile management will be necessary to ensure the uptake and success of new services and devices and it is therefore important to focus on the users- requirements in this area and define solutions that meet these requirements. The work on personalization and user profiles emerged from earlier ETSI work on a Universal Communications Identifier (UCI) which is a unique identifier of the user rather than a range of identifiers of the many of communication devices or services (e.g. numbers of fixed phone at home/work, mobile phones, fax and email addresses). This paper describes work on personalization including standardized information and preferences and an architectural framework providing a description of how personalization can be integrated in Next Generation Networks, together with the UCI concept.

Keywords: Interoperability, Next Generation Network (NGN), Personalization, Universal Communications Identifier (UCI), User Profile Management (UPM)

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Authors: Thang V. Kieu, Long P. Nguyen

Abstract:

Kernelized Correlation Filter (KCF) based trackers have gained a lot of attention recently because of their accuracy and fast calculation speed. However, this algorithm is not robust in cases where the object is lost by a sudden change of direction, being obscured or going out of view. In order to improve KCF performance in long-term tracking, this paper proposes an anomaly detection method for target loss warning by analyzing the response map of each frame, and a classification algorithm for reliable target re-locating mechanism by using Random fern. Being tested with Visual Tracker Benchmark and Visual Object Tracking datasets, the experimental results indicated that the precision and success rate of the proposed algorithm were 2.92 and 2.61 times higher than that of the original KCF algorithm, respectively. Moreover, the proposed tracker handles occlusion better than many state-of-the-art long-term tracking methods while running at 60 frames per second.

Keywords: Correlation filter, long-term tracking, random fern, real-time tracking.

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Authors: Tasnuva Tamanna, Sanjida Halim Topa

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Sputum smear conversion after one month of antituberculosis therapy in new smear positive pulmonary tuberculosis patients (PTB+) is a vital indicator towards treatment success. The objective of this study is to determine the rate of sputum smear conversion in new PTB+ patients after one month under treatment of National Institute of Diseases of the Chest and Hospital (NIDCH). Analysis of sputum smear conversion was done by re-clinical examination with sputum smear microscopic test after one month. Socio-demographic and hematological parameters were evaluated to perceive the correlation with the disease status. Among all enrolled patients only 33.33% were available for follow up diagnosis and of them only 42.86% patients turned to smear negative. Probably this consequence is due to non-coherence to the proper disease management. 66.67% and 78.78% patients reported low haemoglobin and packed cell volume level respectively whereas 80% and 93.33% patients accounted accelerated platelet count and erythrocyte sedimentation rate correspondingly.

Keywords: Followed up patients, PTB+ patients, sputum smear conversion, and sputum smear microscopic test.

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Authors: Anastasia Rita Widiarti

Abstract:

This paper compares Hilditch, Rosenfeld, Zhang- Suen, dan Nagendraprasad Wang Gupta (NWG) thinning algorithms for Javanese character image recognition. Thinning is an effective process when the focus in not on the size of the pattern, but rather on the relative position of the strokes in the pattern. The research analyzes the thinning of 60 Javanese characters. Time-wise, Zhang-Suen algorithm gives the best results with the average process time being 0.00455188 seconds. But if we look at the percentage of pixels that meet one-pixel thickness, Rosenfelt algorithm gives the best results, with a 99.98% success rate. From the number of pixels that are erased, NWG algorithm gives the best results with the average number of pixels erased being 84.12%. It can be concluded that the Hilditch algorithm performs least successfully compared to the other three algorithms.

Keywords: Hilditch algorithm, Nagendraprasad-Wang-Guptaalgorithm, Rosenfeld algorithm, Thinning, Zhang-suen algorithm

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Authors: C. Patrascioiu, M. Jamali

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The paper deals with the simulation of the crude distillation process using the Unisim Design simulator. The necessity of simulating this process is argued both by considerations related to the design of the crude distillation column, but also by considerations related to the design of advanced control systems. In order to use the Unisim Design simulator to simulate the crude distillation process, the identification of the simulators used in Romania and an analysis of the PRO/II, HYSYS, and Aspen HYSYS simulators were carried out. Analysis of the simulators for the crude distillation process has allowed the authors to elaborate the conclusions of the success of the crude modelling. A first aspect developed by the authors is the implementation of specific problems of petroleum liquid-vapors equilibrium using Unisim Design simulator. The second major element of the article is the development of the methodology and the elaboration of the simulation program for the crude distillation process, using Unisim Design resources. The obtained results validate the proposed methodology and will allow dynamic simulation of the process.  

Keywords: Crude oil, distillation, simulation, Unisim Design, simulators.

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Authors: Nur Azaliah Abu Bakar, Harihodin Selamat, Mohd Nazri Kama

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This article provides a systematic review of existing research related to the Service-oriented Enterprise Architecture (SoEA) adoption and maturity measurement model. The review’s main goals are to support research; to facilitate other researchers’ search for relevant studies; and to propose areas for future studies within this area. In addition, this article provides useful information on SoEA adoption issues and its related maturity model, based on research-based knowledge. The review results suggest that motives, critical success factors (CSFs), implementation status, and benefits are the most frequently studied areas, and that each of these areas would benefit from further exposure.

Keywords: Systematic Literature Review, Service-oriented Architecture, Adoption, Maturity Model.

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Authors: M. Mohemmed Sha, T. Manesh, A. Mohamed Mustaq Ahmed

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In this corporate world, the technology of Web services has grown rapidly and its significance for the development of web based applications gradually rises over time. The success of Business to Business integration rely on finding novel partners and their services in a global business environment. However, the selection of the most suitable Web service from the list of services with the identical functionality is more vital. The satisfaction level of the customer and the provider’s reputation of the Web service are primarily depending on the range it reaches the customer’s requirements. In most cases, the customer of the Web service feels that he is spending for the service which is undelivered. This is because the customer always thinks that the real functionality of the web service is not reached. This will lead to change of the service frequently. In this paper, a framework is proposed to evaluate the Quality of Service (QoS) and its cost that makes the optimal correlation between each other. In addition, this research work proposes some management decision against the functional deviancy of the web service that is guaranteed at time of selection.

Keywords: Web service, service level agreement, quality of a service, cost of a service, QoS, CoS, SOA, WSLA, WsRF.

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Authors: John Walton, Vishal Parikh

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Contact centres have been exemplars of scientific management in the discipline of operations management for more than a decade now. With the movement of industries from a resource based economy to knowledge based economy businesses have started to realize the customer eccentricity being the key to sustainability amidst high velocity of the market. However, as technologies have converged and advanced, so have the contact centres. Contact Centres have redirected the supply chains and the concept of retailing is highly diminished due to over exaggeration of cost reduction strategies. In conditions of high environmental velocity together with services featuring considerable information intensity contact centres will require up to date and enlightened agents to satisfy the demands placed upon them by those requesting their services. In this paper we examine salient factors such as Power Distance, Knowledge structures and the dynamics of job specialisation and enlargement to suggest critical success factors in the domain of contact centres.

Keywords: Post Taylorism, Knowledge Management, Power Distance, Organisational Learning

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