Improving customer satisfaction: changes as a result of Customer Value Discovery

Objective: To identify Gold Standard Services for customers in an academic library and determine whether interventions following the identification of customer value increased student satisfaction. Methods: “Customer Discovery Workshops” were undertaken with academic staff and undergraduate on‐campus students to provide managers and library staff with information on the services and resources that customers valued, and what irritated them about existing services and resources. The impact of interventions was assessed two years after the research using a university student satisfaction survey and an independent national student satisfaction survey. Results: The findings resulted in significant changes to the way forward‐facing customer services were delivered. A number of value adding services were introduced for the customer. Overall customer satisfaction was improved. Evidence Based Library and Information Practice 2008, 3:1 34 Conclusions: The Customer Value Discovery research has created a culture of innovation and continuous improvement. An operational plan was introduced to track activity and performance against the objectives identified in the customer value research. However, there is a constant need to innovate

Component specific modeling

The objective is to develop and verify a series of interdisciplinary modeling and analysis techniques that have been specialized to address three specific hot section components. These techniques will incorporate data as well as theoretical methods from many diverse areas including cycle and performance analysis, heat transfer analysis, linear and nonlinear stress analysis, and mission analysis. The new methods developed will be integrated to provide an accurate, efficient, and unified approach to analyzing combustor burner liners, hollow air-cooled turbine blades, and air-colled turbine vanes. For these components, the methods developed will predict temperature, deformation, stress, and strain histories throughout a complete flight mission

Component specific modeling

The objective was to develop and verify a series of interdisciplinary modeling and analysis techniques specialized to address hot section components. These techniques incorporate data as well as theoretical methods from many diverse areas, including cycle and performance analysis, heat transfer analysis, linear and nonlinear stress analysis, and mission analysis

Putting the ‘digital’ in Digital Intermediaries: the role of technical infrastructure in building business models

Digital Technology Innovation and Financial Business Practices The UK economy has a huge dependence on financial services, and this is increasingly based on digital platforms. Innovating new economic models around consumer financial services through the use of digital technologies is seen as increasingly important in developed economies. There are a number of drivers for this, ranging from national economic factors to the prosaic nature of enabling cheap, speedy and timely interactions for users. The potential for these new digital solutions is that they will allay an over-reliance on the traditional banking sector, which has proved itself to be unstable and risky, and we have seen a number of national policy moves to encourage growth in this sector. Partly as a result of the 2008 banking crisis, there has been an explosion in peer-to-peer financial services for non-professional consumers. These organisations act as intermediaries between users looking to trade goods or credit. However, building self-sustaining or profitable financial services within this novel space is itself fraught with commercial, regulatory, technical and social problems. This report addresses the mutual shaping of business models and innovations in digital technical infrastructure – both client-facing and administrative back-end – in two retail financial products currently in use in the United Kingdom: peer-to-peer consumer lending and a local digital/paper hybrid currency system. The two products and their issuing firms, Zopa Limited (Zopa) and The Bristol Pound Community Interest Company (the Bristol Pound), respectively, are established leaders in their respective product areas: Zopa was established in 2005 and the Bristol Pound in 2010. Each of these firms seeks to disrupt an established financial market through the application of digital technologies and processes: consumer lending for Zopa and retail payment for the Bristol Pound. Our research has involved teams from Lancaster University examining Zopa and Brunel University focusing on the Bristol Pound over approximately a one-year period from October 2013 to October 2014. Extensive interviews, document analysis, observation of user interactions, and other methods have been employed to develop the process analyses of the firms presented here. This report is comprised of three primary sections: descriptions of the business and technological processes of each of Zopa and the Bristol Pound, and a final analytical section drawing preliminary conclusions from the research presented.3DaRoC is funded by the UK’s Digital Economy ‘Research in the Wild’ initiative. It has a substantial research budget of over £320K, with £35K of additional industrial support

Coupled structural/thermal/electromagnetic analysis/tailoring of graded composite structures

Accomplishments are described for the third years effort of a 5-year program to develop a methodology for coupled structural/thermal/electromagnetic analysis/tailoring of graded composite structures. These accomplishments include: (1) structural analysis capability specialized for graded composite structures including large deformation and deformation position eigenanalysis technologies; (2) a thermal analyzer specialized for graded composite structures; (3) absorption of electromagnetic waves by graded composite structures; and (4) coupled structural thermal/electromagnetic analysis of graded composite structures

Activity of benzobicyclon herbicide in common Louisiana rice production practices

A study was conducted at the LSU AgCenter H. Rouse Caffey Rice Research Station (RRS) to evaluate benzobicyclon herbicide application timing on water-seeded rice. Benzobicyclon was applied at seven different timings, at 246 g ai ha-1 in a water-seeded rice production system. Benzobicyclon controlled ducksalad above 90% when applied into the pinpoint flood. Barnyardgrass control was greater than 90% from applications made on pegging rice and immediately following pinpoint flood establishment. At 49 days after treatment (DAT), yellow nutsedge control exceeded 90% following benzobicyclon treatment with a pegging rice or pinpoint flood timing. Ducksalad control was greater than 90% following application into the pinpoint flood. A study was conducted at the RRS and LSU AgCenter Northeast Research Station (NERS) to evaluate nine different rates of benzobicyclon on weeds common to Louisiana rice production. Benzobicyclon was applied at 0, 31, 62, 123, 185, 246, 493, 739, 986, and 1232 g ha-1. Barnyardgrass, yellow nutsedge, and false pimpernel did not exceed 50% control, regardless of benzobicyclon rate. At 42 DAT, benzobicyclon applied at 185 and 246 h ha-1 controlled purple ammannia and Indian toothcup, respectively, and this control was similar to control observed with 986 to 1232 g ha-1 of benzobicyclon. At the conclusion of the study, no differences in fresh weight biomass occurred for barnyardgrass, yellow nutsedge, purple ammannia, or false pimpernel. Benzobicyclon applied at 246 g ha-1 reduced ducksalad and Indian toothcup biomass 87 and 77%, respectively. A glasshouse study was conducted at the LSU campus in Baton Rouge to evaluate five rates of benzobicyclon applied into a 5- or 10-cm flood. Benzobicyclon applied at 246 g ha-1, in either flood depth, reduced yellow nutsedge tuber development and growth. Tuber production is the primary means of yellow nutsedge reproduction in the southern US, and use of this herbicide could impact future nutsedge populations. A field study was conducted to evaluate benzobicyclon in mixture with imazethapyr or imazamox in imidazolinone-resistant rice. The addition of benzobicyclon increased activity on hemp sesbania over imazethapyr or imazamox; however, hemp sesbania control did not exceed 30% when treated with any herbicide mixture

The 3D inelastic analysis methods for hot section components

Advanced 3-D inelastic structural/stress analysis methods and solution strategies for more accurate and yet more cost-effective analysis of combustors, turbine blades, and vanes are being developed. The approach is to develop four different theories, one linear and three higher order with increasing complexities including embedded singularities. Progress in each area is reported

Some physical properties of silicon nitride thin films prepared by audio frequency sputtering in a nitrogen plasma

Thin silicon nitride films have been deposited on silicon substrates by audio frequency reactive sputtering in a hollow cathode supported nitrogen plasma. All films were amorphous and had properies comparable to or better than that of films produced by other techniques

Why bad ideas are a good idea

What would happen if we wrote an Abstract that was the exact opposite of what the paper described? This is a bad idea, but it makes us think more carefully than usual about properties of Abstracts. This paper describes BadIdeas, a collection of techniques that uses ???bad??? or ???silly??? ideas to inspire creativity, explore design domains and teach critical thinking in interaction design. We describe the approach, some evidence, how it is performed in practice and experience in its use.published or submitted for publicationis peer reviewe