Measuring and Managing Answer Quality for Online Data-Intensive Services

Online data-intensive services parallelize query execution across distributed software components. Interactive response time is a priority, so online query executions return answers without waiting for slow running components to finish. However, data from these slow components could lead to better answers. We propose Ubora, an approach to measure the effect of slow running components on the quality of answers. Ubora randomly samples online queries and executes them twice. The first execution elides data from slow components and provides fast online answers; the second execution waits for all components to complete. Ubora uses memoization to speed up mature executions by replaying network messages exchanged between components. Our systems-level implementation works for a wide range of platforms, including Hadoop/Yarn, Apache Lucene, the EasyRec Recommendation Engine, and the OpenEphyra question answering system. Ubora computes answer quality much faster than competing approaches that do not use memoization. With Ubora, we show that answer quality can and should be used to guide online admission control. Our adaptive controller processed 37% more queries than a competing controller guided by the rate of timeouts.Comment: Technical Repor

Characterizing Service Level Objectives for Cloud Services: Motivation of Short-Term Cache Allocation Performance Modeling

Service level objectives (SLOs) stipulate performance goals for cloud applications, microservices, and infrastructure. SLOs are widely used, in part, because system managers can tailor goals to their products, companies, and workloads. Systems research intended to support strong SLOs should target realistic performance goals used by system managers in the field. Evaluations conducted with uncommon SLO goals may not translate to real systems. Some textbooks discuss the structure of SLOs but (1) they only sketch SLO goals and (2) they use outdated examples. We mined real SLOs published on the web, extracted their goals and characterized them. Many web documents discuss SLOs loosely but few provide details and reflect real settings. Systematic literature review (SLR) prunes results and reduces bias by (1) modeling expected SLO structure and (2) detecting and removing outliers. We collected 75 SLOs where response time, query percentile and reporting period were specified. We used these SLOs to confirm and refute common perceptions. For example, we found few SLOs with response time guarantees below 10 ms for 90% or more queries. This reality bolsters perceptions that single digit SLOs face fundamental research challenges.This work was funded by NSF Grants 1749501 and 1350941.No embargoAcademic Major: Computer Science and EngineeringAcademic Major: Financ

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach: A comprehensive review of the literature is conducted, analysed and presented. Findings: The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value: Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance

A framework for measuring quality in the emergency department

There is increasing concern that medical care is of variable quality, with variable outcomes, safety, costs and experience for patients. Despite substantial efforts to improve patient safety, some studies suggest little evidence of reductions in adverse events. Furthermore, there is limited agreement about what outcomes are expected and whether increased expenditure results in a real improvement in outcome or experience. In emergency medicine, many countries have developed specific indicators to help drive improvements in patient care. Most of these are time based and there is a lack of consensus regarding which indicators are high priority and what an appropriate framework for measuring quality should look like

What do Europeans do at Work? A Task-Based Analysis: European Jobs Monitor 2016

[Excerpt] Europe continues its recovery from the economic slump caused by the global financial crisis in 2008, exacerbated by the euro zone single currency crisis in 2010–2011. In 2014–2015, aggregate employment levels rose faster than at any time since 2008 and over four million new jobs were created in the 28 EU Member States. The fifth annual European Jobs Monitor report looks at employment shifts at Member State and aggregate EU level from the second quarter of 2011 to the second quarter of 2015. Part 1 presents the jobs-based approach, used to describe employment shifts quantitatively (how many jobs were created or destroyed) and qualitatively (what kinds of jobs). This approach relies on breaking employment down into detailed ‘job’ cells, with a job defined as ‘a specific occupation in a specific sector’, for example, a health professional in the health sector, or a skilled craft/tradesman in car manufacturing. A particular focus is placed on the time profile of recent shifts in employment structure. Ranking the jobs according to their wage and educational levels – or a broader multidimensional index of job quality – adds a qualitative dimension to the analysis. In this year’s report, a further level of detail is provided by measuring the intensity involved in carrying out different categories of task: physical, intellectual and social in terms of the job’s content, methods and work organisation, as well as the tools used (such as information and communication technologies (ICT) and machinery). Parts 2 and 3 of the report introduce a new set of indicators on the task content, methods and tools used at work. Derived from international databases on work and occupations, these indicators enable the analysis to go beyond characterising jobs by quality alone – to give a detailed account of what Europeans do at work and how they do it. The indicators provide valuable new insights on the structural differences and recent evolution of European labour markets, as well as a better understanding of labour input in the production process and the changing nature of the skills required. The jobs-based approach has been used since the 1990s to assess the extent to which employment structures in developed economies are polarising, leading to a shrinking middle quintile, or upgrading as the demand for, and supply of, highly qualified workers increases. These are the two main patterns identified in recent analysis of developed economy labour markets, although more recent analysis in the US – corroborated by some evidence in this report – suggests that a downgrading of the employment structure (relatively faster growth at the lower end of the wage distribution) is also emerging as an alternative pattern

Defining and Measuring The Creation of Quality Jobs

Our research is intended to support our peers in the Community Development Financial Institution (CDFI) industry who, through their financing, have served low-income and other disadvantaged communities for two decades.  While the CDFI industry has been instrumental in supporting job creation across the U.S., we believe that now is the time to focus greater attention on the quality of the jobs created in order to combat rising income and wealth inequality.Through a better understanding of what defines a quality job and a set of practical methods for measuring the quality of jobs created, we believe CDFIs and others in the impact investing community will be better positioned to make more effective investments that support good jobs for workers, businesses, and communities

Deeper Capacity Building for Greater Impact: Designing a Long-Term Initiative to Strengthen a Set of Nonprofit Organizations

Offers advice about how to plan, implement, and evaluate long-term, capacity-building initiatives -- sustained efforts to help a select group of nonprofit grantees reach a new level of effectiveness

Why small and medium construction enterprises do not employ six sigma

Six sigma (6σ) is a powerful business strategy which is aimed at increasing customer satisfaction and profitability by improving the quality of products and services. Many organisations have implemented 6σ and achieved significant levels of success. Successful implementation of 6σ leads to outcomes that would be welcome in the construction industry, given its reputation of suboptimal performance. The construction industry relies heavily on small and medium enterprises (SMEs). Any improvement in construction SMEs would lead to improvements in the construction industry as a whole. Against this background, a survey was undertaken to establish whether construction SMEs used 6σ and to identify factors affecting the adoption of this business strategy. It was found that none of the SMEs in the sample used 6σ. The reasons given for not employing 6σ, in descending order of importance, were: lack of knowledge about 6σ programme; lack of resources (human, time, money); 6σ programme not required by customers; other sufficient quality system in use; 6σ provides no perceived benefits; and end users not prepared to pay for 6σ programme. These reasons can be challenged when a critical analysis of innovation in the external environment within which construction SMEs operate, trends in the mode of delivery of construction industry products, trends in performance measurement in the construction industry and the flexibility of 6σ as a quantitative approach to managing quality. Construction industry stakeholders need to think about 6σ critically and make informed decisions about its role in the construction industry quality management agenda

Renewed e-learning oriented IHO Cat. B Hydrography Program (2020-) in Belgium

A study onhydrographic education in Belgium carried out a few years ago,pointed out a shortage in hydrographic training. Before the introduction of the new "Postgraduate in Hydrography", most hydrographic surveyors in Belgium work in one of the main Europeandredging companies where they received additional specific hydrographic surveying training.Therefore, in 2013, a 1-year English spoken curriculum degree of "Postgraduate in Hydrography" in Belgium was accredited by the IHO (International Hydrographic Organization). Then, in 2019, a renewed curriculum, including extensive e-learning facilities, was established.The program (Cat-B) is a cooperation between the Geography Department of Ghent University and the Institute for Hydrography of the Antwerp Maritime Academy, which is the hosting institute.The aim is to combine the compulsory theoretical courses with on-the-job training provided by partners in the industry to ensure maximum competences. All courses are lectured in English, and can be taken up over several years to facilitate part-time work. These procedures allow for a qualitative and professional, yet accessible program.The theoretical courses are taught on two different campuses, the campus of the Antwerp Maritime Academy (HZS) and a campus of Ghent University (UGent) based on the available expertise and infrastructure, thus ensuring the quality. As travel time between both cities is relatively fast (ca. 45 min. travel time by public or private transport) together with the boundary condition that both locations are never used on the same day, this presents no problems to the students. The navigation related topics are taught at the Maritime Academy while the geodesy/data management/geology and ICT related topics are provided by the Geography, Geology and Informatics Departments at Ghent University