1,188,855 research outputs found

    Managing Service Quality within the Knowledge-Based Economy: Opportunities and Challenges

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    The knowledge-based economy, along with the impact of information society technologies, presents the service organizations and their customers with many potential opportunities as well as challenges. Therefore, this study explores how the knowledge-based economy could influence the quality management of service organizations. The study reveals that the actors within the service sector have vast new opportunities in terms of communication and value co-creation, but in the same time, the requirements regarding the quality of provided services trigger various problems for managers. The originality and value of this study consist of identifying logical connections between changes in the society, changes in the services, and changes in the service quality management. The findings of this study reveal that service quality management, as an integral part of the management of services, became more important within the knowledge-based economy as compared to the traditional (industrial) economy. Service quality management is knowledge-driven, it relies on people’s continuous development, network-intense collaboration (sharing ideas and knowledge), and value co-creation to attain sustainable competitive advantage. The study was carried out by combining a wide variety of sources, such as research papers, conceptual papers and literature reviews. Our conclusion justifies the effort invested in improving service quality management and also has relevance for service organizations’ managers in a very sensitive area like the service quality management.management, service quality, knowledge-based economy, online services

    Design for Testability for Highly Reconfigurable Component-Based Systems

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    Abstract Highly-reconfigurable component-based systems, i.e., systems that are built form existing components and are distributed in many versions and configurations, are becoming increasingly popular. The design and verification of such systems presents new challenges. In this paper we propose a design approach that facilitates analysis and testing of different configurations by identifying and tracking relations among requirements, logic components and resources. The approach proposed in the paper allows for easily identifying different dependencies among resources, components and requirements and thus spotting the tests that must be re-executed to assure the desired level of quality

    The adoptions of USEPs in identifying usability requirements in SSM-based framework: a case study

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    Nowadays, user demand for quality software product have been increased and developers have to make sure that their products are able to meet the user’s need in order to compete in the market. Usability, which is a kind of software quality, became an important factor to determine the success or failure of a software product in this challenging market. Unfortunately, lack of attention given to usability requirements especially during the early stage of software development process and therefore increase the cost of fixing usability problems and causes the final software products are poor in quality. Therefore, this paper aimed to identify usability requirements at the requirement stage of software development by using the SSM-based analysis framework. We have conducted a case study by applying a usability elicitation pattern, USEPs, into the framework. From the result of our study, it has shown that this pattern is useful to assist the stakeholders in identifying usability requirements along with the functionality of a system. Besides, we have also made some enhancement and extensions to the framework based on our findings from the study

    Realising benefits in primary healthcare infrastructures

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    Purpose: This paper focuses upon the requirements to manage change, tangible and intangible benefits in a joint approach to deliver outputs on time, to quality and cost without failing to realise the benefits of the change. The aim of the paper is to demonstrate the need for benefits driven programme/project management as well as the importance of identifying the stakeholders’ level of involvement and contribution throughout the process, and manage their expectations. Design/methodology/approach: The methodology used is based on an action research approach, combining findings from a literature review and case studies within UK’s primary healthcare sector. Findings: Findings demonstrate development of a Benefits Realisation (BeReal) approach in healthcare through looking at case studies taking place within UK’s primary and acute healthcare sector Research limitations/implications: The framework development is based upon theoretical evidence and further research is needed to test and validate its robustness. Originality/value: The application of Benefits Realisation and Management in developing and delivering primary healthcare facilities. Keywords: Benefits management, Benefits realisation, healthcare infrastructures, process and LIF

    Identifying the value proposition for a novel sensor-based indoor air quality improvement service (case: VTT)

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    Abstract. In the past few years, indoor air quality has become a prominent issue in scientific and public domains because the buildings are incompatible with meeting the air quality objectives. The pollutants in indoor air are higher compared to outdoor air. As a result, indoor air pollutants generate a solid correlation with respect to health impairment. The adverse consequences of health create a significant effect on an individual’s productivity. People who are a part of vulnerable groups like children are more affected by the exposure of poor indoor air quality as the children have an immature respiratory and immune system. Considering the adverse effect of poor indoor air on health, the case company has developed a novel sensor-based indoor air quality improvement service for school. The objective of this study is to comprehend how value proposition could be identified for this type of novel sensor-based indoor air quality improvement service. This study treats different concepts of value to create a relation in identifying the value proposition. The value proposition for this study is identified by using the value proposition canvas. The tool-assisted to identify distinct value proposition by recognizing customer requirements. This thesis follows the nature of qualitative research, and case study method is applied to conduct the research. According to the method of this study, empirical data is collected through a semi-structured interview and focus group interview. Stakeholders were chosen as the sample for this research as they hold knowledge or expertise in both indoor air quality and indoor air quality improvement services. The findings from this thesis outline that value proposition canvas can be combined with value co-creation in identifying value proposition for novel sensor-based indoor air quality improvement service. The credibility of using this process for identifying value proposition can be evaluated as value is created for the customer by recognizing the customer requirements. In this research, theoretical contribution agrees with the existing customer value proposition canvas and based on this the value proposition canvas is being extended by inserting value creation, and the tool is used through a co-creation process to recognize the value proposition. The case company can utilize the identified value proposition to captivate potential stakeholders. The value proposition would assist the case company in distinguishing the innovative indoor air quality improvement services from the existing technologies in the market. Future research can continue identifying the completive advantage of the novel service based on the identified value proposition

    A systematic and evidence-based approach to assessment of NHS organisational readiness to commence haemodynamic remote monitoring through cardiovascular implantable electronic devices (CIEDs) in routine heart failure care. (SEARCH-HF)

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    Background & Aims It is hypothesised that successful remote monitoring (RM) of patients with heart failure (HF) using cardiovascular implantable electronic devices (CIEDs) is related to the context within which the technology is used and integrated into decision-making. There is currently little guidance on how a UK clinic should perform high quality RM. The aim of this project was to provide an evidence-based approach to RM of HF patients by 1) identifying necessary pre-requisite competence to facilitate successful introduction of RM; 2) mapping a care pathway in an NHS setting for CIED-based RM of patients with HF; and 3) developing an assessment matrix of key requirements for optimal CIED-based RM. Methods A mixed-methods study was undertaken incorporating both quantitative and qualitative data from the process of CIED-based RM. Quantitative data were gained from a systematic review of literature on facilitators of, and barriers to, high quality RM. A process mapping workshop was undertaken at the Royal Brompton Hospital to identify the intricacies of the clinical pathway at an experienced RM centre. These data were supplemented by semi-structured interviews with patients and healthcare professionals to develop important themes on RM of HF patients to give a coherent interpretation of the RM process studied. Results After identifying 64 relevant publications and undertaking a process-mapping exercise on initiation of RM and responding to an alert, interviews with 12 patients and seven healthcare professionals were undertaken. The key themes emerging from these data were incorporated into a model RM pathway and pathway-anchored assessment framework. Conclusions This is the first study to investigate barriers to, and facilitators of, high quality CIED-based RM in a UK HF clinic. The tools generated from this study will allow other NHS centres to assess the key organisational, educational and data processing requirements to ensure high quality RM.Open Acces
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