Supporting Service Management with Service Encounters Analysis: A Case on Call Centre Outsourcing Operations

Background. A service encounter is the moment that a client directly interacts with a service firm. It is a social-oriented activity that an in-depth analysis of how the client behaved can contribute to the service quality. Objective. The primary objective of this study was to cluster the CLT into groups. The secondary objective was to discover the sequence of question types that asked in each group. Method. A real world call centre outsourcing practice and data mining techniques are used to discover client behaviour. Results. A total of 100,703 inbound calls from the call centre operational database are analyzed. 90.4% of the total calls were made by 85% of clients who used up to three business applications. 72.03% of the total calls were made by a group of clients who involved two to five question types. The clients were clustered into four groups by three behaviour variables. The sequences discovered in this study were mainly on two question types. Conclusion. The service encounter is a complex business process that an integrated perspective should be taken to analyze the dynamics among the entities involved. The client behaviour can be discovered and used as the feedback information for turning the operations in different organizational levels

Modeling Medical Summary Sharing Service with Web Services

Enterprises are entering a new Internet era. The Web, initially designed for human use, will now evolve to better support automated use. In this new era, enterprises will have the capability to assemble large-scale systems out of network-bound software components within the reach of mass-market consumers. This study aims to depict the conversations between business processes and Web service technologies, explain what and how can Web services support message sharing between business partners. A Medical Summary Sharing process from IHE is implemented with Web services technologies in a Long-Term Care Management Center setting. In this scenario, one manager in Care Management Center uses a care plan creation application to evaluate care requirements for one patient. The conversations between the application and Web services are explained using Web Service Business Process Execution Language (WS-BPEL) in business process side and Web Services Description Language (WSDL) in technical side. We discovered that basic Web service technologies have matured enough to support enterprises in composition of Web services and further research should be made to identify novelty in using the technologies and to ensure operational quality while the services are consumed

Azido­(benzonitrile-κN)[hydrido­tris(pyrazol-1-yl-κN 2)borato](triphenyl­phosphine-κP)ruthenium(II)

Facile ligand substitution is observed when the ruthenium–azide complex, [RuN3(Tp)(PPh3)2] [Tp,HB(pz)3, pz = pyrazol­yl, PPh3 = triphenyl­phosphine] is treated with benzo­nitrile, yielding the title compound, [Ru(C9H10BN6)(N3)(C7H5N)(C18H15P)]. The asymmetric unit contains two crystallographically independent mol­ecules. In each one, the RuII atom is six-coordinated in a distorted octa­hedral geometry by five N atoms from an htpb ligand, an azide ligand and a benzonitrile ligand and one P atom from a triphenyl­phosphine (tpp) ligand. The azide group is almost linear and is coordinated to Ru with an average Ru—N—N angle of 124.9 (3)°

Methyl 1-benzyl-1H-1,2,3-triazole-4-carboxyl­ate

In the title compound, C11H11N3O2, prepared by the [3+2] cycloaddition reaction of benzyl azide with methyl propiolate, the dihedral angle between the ring planes is 67.87 (11)°

Women with endometriosis have higher comorbidities: Analysis of domestic data in Taiwan

AbstractEndometriosis, defined by the presence of viable extrauterine endometrial glands and stroma, can grow or bleed cyclically, and possesses characteristics including a destructive, invasive, and metastatic nature. Since endometriosis may result in pelvic inflammation, adhesion, chronic pain, and infertility, and can progress to biologically malignant tumors, it is a long-term major health issue in women of reproductive age. In this review, we analyze the Taiwan domestic research addressing associations between endometriosis and other diseases. Concerning malignant tumors, we identified four studies on the links between endometriosis and ovarian cancer, one on breast cancer, two on endometrial cancer, one on colorectal cancer, and one on other malignancies, as well as one on associations between endometriosis and irritable bowel syndrome, one on links with migraine headache, three on links with pelvic inflammatory diseases, four on links with infertility, four on links with obesity, four on links with chronic liver disease, four on links with rheumatoid arthritis, four on links with chronic renal disease, five on links with diabetes mellitus, and five on links with cardiovascular diseases (hypertension, hyperlipidemia, etc.). The data available to date support that women with endometriosis might be at risk of some chronic illnesses and certain malignancies, although we consider the evidence for some comorbidities to be of low quality, for example, the association between colon cancer and adenomyosis/endometriosis. We still believe that the risk of comorbidity might be higher in women with endometriosis than that we supposed before. More research is needed to determine whether women with endometriosis are really at risk of these comorbidities

Observation of the Decay B=> J/psi eta K and Search for X(3872)=> J/psi eta

We report the observation of the $B$ meson decay $B^\pm\to J/\psi \eta K^\pm$ and evidence for the decay $B^0\to J/\psi \eta K^0_S$, using {90} million $BBbar$ events collected at the \ensuremath{\Upsilon{(4S)}}\xspace resonance with the $BaBar$ detector at the PEP-II $e^+ e^-$ asymmetric-energy storage ring. We obtain branching fractions of $\cal{B}$$(B^\pm\to J/\psi \eta K^{\pm}$)=$(10.8\pm 2.3(\rm{stat.})\pm 2.4(\rm{syst.}))\times 10^{-5}$ and $\cal{B}$$(B^0\to J/\psi\eta K_{\rm{S}}^{0}$)=$(8.4\pm 2.6(\rm{stat.})\pm 2.7(\rm{syst.}))\times 10^{-5}$. We search for the new narrow mass state, the X(3872), recently reported by the Belle Collaboration, in the decay B^\pm\to X(3872)K^\pm, X(3872)\to \jpsi \eta and determine an upper limit of $\cal{B}$(B^\pm \to X(3872) K^\pm \to \jpsi \eta K^\pm) $<7.7\times 10^{-6}$ at 90% C.L.Comment: 7 pages and two figures, submitted to Phys. Rev. Lett

Measurement of time-dependent CP asymmetries in B-0 -> D-(*)+/-pi(-/+) decays and constraints on sin(2 beta+gamma)

We present a measurement of CP-violating asymmetries in fully reconstructed B-0-->D((*)+/-)pi(-/+) decays in approximately 88x10(6) Y(4S)-->B (B) over bar decays collected with the BABAR detector at the PEP-II asymmetric-energy B factory at SLAC. From a time-dependent maximum-likelihood fit we obtain the following for the CP-violating parameters: a=-0.022+/-0.038 (stat)+/-0.020 (syst), a(*)=-0.068+/-0.038 (stat)+/-0.020 (syst), c(lep)=+0.025+/-0.068 (stat)+/-0.033 (syst), and c(lep)(*)=+0.031+/-0.070 (stat)+/-0.033 (syst). Using other measurements and theoretical assumptions we interpret the results in terms of the angles of the Cabibbo-Kobayashi-Maskawa unitarity triangle, and find parallel tosin(2beta+gamma)parallel to>0.69 at 68% confidence level. We exclude the hypothesis of no CP violation [sin(2beta+gamma)=0] at 83% confidence level