A Strategic Approach To Managing Customer Service Quality

Service quality is an essential strategy for success and survival in today's competitive environment. Earlier discussions emphasized what service quality meant to customers and how to develop strategies to meet customer expectations. More recently, the focus has shifted to understanding the impact of service quality on profit and other financial outcomes of the organization. Lowering customer defection rates can be profitable to companies, at the same time lowering employee turnover and improving their satisfaction and loyalty can also reduce customer defection and maintain or increase profits. The purpose of this paper is to put forth an argument that to measure customer service quality is not only an important strategic approach, but is a critical and intertwined link to organizational commitment, communication, and employee satisfaction by improving and maintaining high standards of consistent service quality delivery. This strategic approach pulls together many previously tested models into a single workable assessment and feedback tool, with a particular focus on employee training, by establishing a strategic and measurable benchmarking index for continual monitoring and operational improvement

Natural history and outcome in systemic AA amyloidosis

BACKGROUND:Deposition of amyloid fibrils derived from circulating acute-phase reactant serum amyloid A protein (SAA) causes systemic AA amyloidosis, a serious complication of many chronic inflammatory disorders. Little is known about the natural history of AA amyloidosis or its response to treatment.METHODS:We evaluated clinical features, organ function, and survival among 374 patients with AA amyloidosis who were followed for a median of 86 months. The SAA concentration was measured serially, and the amyloid burden was estimated with the use of whole-body serum amyloid P component scintigraphy. Therapy for inflammatory diseases was administered to suppress the production of SAA.RESULTS:Median survival after diagnosis was 133 months; renal dysfunction was the predominant disease manifestation. Mortality, amyloid burden, and renal prognosis all significantly correlated with the SAA concentration during follow-up. The risk of death was 17.7 times as high among patients with SAA concentrations in the highest eighth, or octile, (greater/equal 155 mg per liter) as among those with concentrations in the lowest octile (< 4 mg per liter); and the risk of death was four times as high in the next-to-lowest octile (4 to 9 mg per liter). The median SAA concentration during follow-up was 6 mg per liter in patients in whom renal function improved and 28 mg per liter in those in whom it deteriorated (P < 0.001). Amyloid deposits regressed in 60% of patients who had a median SAA concentration of less than 10 mg per liter, and survival among these patients was superior to survival among those in whom amyloid deposits did not regress (P=0.04).CONCLUSIONS:The effects of renal dysfunction dominate the course of AA amyloidosis, which is associated with a relatively favorable outcome in patients with SAA concentrations that remain in the low-normal range (< 4 mg per liter)

Pair Events in Superluminal Optics

When an object moves faster than emissions it creates, it may appear at two positions simultaneously. The appearance or disappearance of this bifurcation is referred to as a pair event. Inherently convolved with superluminal motion, pair events have no subluminal counterparts. Common examples of superluminal motions that exhibit pair events include Cherenkov radiation, sonic booms, illumination fronts from variable light sources, and rotating beams. The minimally simple case of pair events from a single massive object is explored here: uniform linear motion. A pair event is perceived when the radial component of the object's speed toward the observer drops from superluminal to subluminal. Emission from the pair creation event will reach the observer before emission from either of the two images created. Potentially observable image pair events are described for sonic booms and Cherenkov light. To date, no detection of discrete images following a projectile pair event have ever been reported, and so the pair event nature of sonic booms and Cherenkov radiation, for example, remains unconfirmed. Recent advances in modern technology have made such pair event tracking feasible. If measured, pair events could provide important information about object distance and history.Comment: 13 pages, 3 figures. in press: Annalen der Physi

Exploratory Environmental Tests of Several Heat Shields

Exploratory tests have been conducted with several conceptual radiative heat shields of composite construction. Measured transient temperature distributions were obtained for a graphite heat shield without insulation and with three types of insulating materials, and for a metal multipost heat shield, at surface temperatures of approximately 2,000 F and 1,450 F, respectively, by use of a radiant-heat facility. The graphite configurations suffered loss of surface material under repeated irradiation. Temperature distribution calculated for the metal heat shield by a numerical procedure was in good agreement with measured data. Environmental survival tests of the graphite heat shield without insulation, an insulated multipost heat shield, and a stainless-steel-tile heat shield were made at temperatures of 2,000 F and dynamic pressures of approximately 6,000 lb/sq ft, provided by an ethylene-heated jet operating at a Mach number of 2.0 and sea-level conditions. The graphite heat shield survived the simulated aerodynamic heating and pressure loading. A problem area exists in the design and materials for heat-resistant fasteners between the graphite shield and the base structure. The insulated multipost heat shield was found to be superior to the stainless-steel-tile heat shield in retarding heat flow. Over-lapped face-plate joints and surface smoothness of the insulated multi- post heat shield were not adversely affected by the test environment. The graphite heat shield without insulation survived tests made in the acoustic environment of a large air jet. This acoustic environment is random in frequency and has an overall noise level of 160 decibels

A study of the Van Orden star

The purpose of the present study was to determine the variations in the star phoric behavior, using the Van Orden Star and a controlled stimulus to accomodation

Effects of wing position and fuselage size on the low-speed static rolling stability characteristics of a delta-wing model

An investigation was made to determine the effects of wing position and fuselage size on the low-speed static and rolling stability characteristics of airplane models having a triangular wing and vertical tail surfaces. (author

Space related biological and instrumentation studies Annual report, Mar. 1967 - Mar. 1968

Loop antennas for magnetic induction telemeters, and brain temperature probe desig