Proactive Customer Service: Operational Benefits and Economic Frictions

Problem Definition: We study a service setting where the provider has information about some customers' future service needs and may initiate service for such customers proactively, if they agree to be flexible with respect to the timing of service delivery. Academic / Practical Relevance: Information about future customer service needs is becoming increasingly available through remote monitoring systems and data analytics. However, the literature has not systematically examined proactive service as a tool that can be used to better match demand to service supply when customers are strategic. Methodology: We combine i) queueing theory, and in particular a diffusion approximation developed specifically for this problem that allows us to derive analytic approximations for customer waiting times, with ii) game theory, which captures customer incentives to adopt proactive service. Results: We show that proactive service can reduce customer waiting times, even if only a relatively small proportion of customers agree to be flexible, the information lead time is limited, and the system makes occasional errors in providing proactive service - in fact we show that the system's ability to tolerate errors increases with (nominal) utilization. Nevertheless, we show that these benefits may fail to materialize in equilibrium because of economic frictions: customers will under-adopt proactive service (due to free-riding) and over-join the system (due to negative congestion-based externalities). We also show that the service provider can incentivize optimal customer behavior through appropriate pricing. Managerial Implications: Our results suggest that proactive service may offer substantial operational benefits, but caution that it may fail to fulfill its potential due to customer self-interested behavior

Can Yardstick Competition Reduce Waiting Times?

Yardstick competition is a regulatory scheme for local monopolists (e.g., hospitals), where the monopolist's reimbursement is linked to performance relative to other equivalent monopolists. This regulatory scheme is known to provide cost-reduction incentives and serves as the theoretical underpinning behind the hospital prospective reimbursement system used throughout the developed world. This paper uses a game-theoretic queueing model to investigate how yardstick competition performs in service systems (e.g., hospital emergency departments), where in addition to incentivizing cost reduction the regulator wants to incentivize waiting time reduction. We first show that the form of cost-based yardstick competition used in practice results in inefficiently long waiting times. We then demonstrate how yardstick competition can be appropriately modified to achieve the dual goal of cost and waiting-time reduction. In particular, we show that full efficiency (first-best) can be restored if the regulator makes the providers' reimbursement contingent on their service rates and is also able to charge a provider-specific "toll" to consumers. More importantly, if such a toll is not feasible, as may be the case in healthcare, we show that there exists an alternative and particularly simple yardstick-competition scheme, which depends on the average waiting time only, that can significantly improve system efficiency (second-best). This scheme is easier to implement as it does not require the regulator to have detailed knowledge of the queueing discipline. We conclude with a numerical investigation that provides insights on the practical implementation of yardstick competition for hospital Emergency Departments and also present a series of modelling extensions

Locating bugs without looking back

Bug localisation is a core program comprehension task in software maintenance: given the observation of a bug, e.g. via a bug report, where is it located in the source code? Information retrieval (IR) approaches see the bug report as the query, and the source code files as the documents to be retrieved, ranked by relevance. Such approaches have the advantage of not requiring expensive static or dynamic analysis of the code. However, current state-of-the-art IR approaches rely on project history, in particular previously fixed bugs or previous versions of the source code. We present a novel approach that directly scores each current file against the given report, thus not requiring past code and reports. The scoring method is based on heuristics identified through manual inspection of a small sample of bug reports. We compare our approach to eight others, using their own five metrics on their own six open source projects. Out of 30 performance indicators, we improve 27 and equal 2. Over the projects analysed, on average we find one or more affected files in the top 10 ranked files for 76% of the bug reports. These results show the applicability of our approach to software projects without history

BIOLOGIC DRUG PREFERENCES OF TURKISH RHEUMATOLOGISTS IN SPONDILOARTROPATHY PATIENTS WITH ADVANCED CHRONIC RENAL DISEASE

[Abstract Not Available

VACCINATION PRACTICES OF ADULT FAMILIAL MEDITERRANEAN FEVER PATIENTS IN TURKEY.

[Abstract Not Available

Probing a Complex of Cytochromecand Cardiolipin by Magnetic Circular Dichroism Spectroscopy: Implications for the Initial Events in Apoptosis

Oxidation of cardiolipin (CL) by its complex with cytochrome c (cyt c) plays a crucial role in triggering apoptosis. Through a combination of magnetic circular dichroism spectroscopy and potentiometric titrations, we show that both the ferric and ferrous forms of the heme group of a CL:cyt c complex exist as multiple conformers at a physiologically relevant pH of 7.4. For the ferric state, these conformers are His/Lys- and His/OH–-ligated. The ferrous state is predominantly high-spin and, most likely, His/–. Interconversion of the ferric and ferrous conformers is described by a single midpoint potential of -80 ± 9 mV vs SHE. These results suggest that CL oxidation in mitochondria could occur by the reaction of molecular oxygen with the ferrous CL:cyt c complex in addition to the well-described reaction of peroxides with the ferric form

Exact solution of Schrodinger equation for Pseudoharmonic potential

Exact solution of Schrodinger equation for the pseudoharmonic potential is obtained for an arbitrary angular momentum. The energy eigenvalues and corresponding eigenfunctions are calculated by Nikiforov-Uvarov method. Wavefunctions are expressed in terms of Jacobi polynomials. The energy eigenvalues are calculated numerically for some values of l and n with n<5 for some diatomic molecules.Comment: 10 page

Approximate solution of the Duffin-Kemmer-Petiau equation for a vector Yukawa potential with arbitrary total angular momenta

The usual approximation scheme is used to study the solution of the Duffin-Kemmer-Petiau (DKP) equation for a vector Yukawa potential in the framework of the parametric Nikiforov-Uvarov (NU) method. The approximate energy eigenvalue equation and the corresponding wave function spinor components are calculated for arbitrary total angular momentum in closed form. Further, the approximate energy equation and wave function spinor components are also given for case. A set of parameter values is used to obtain the numerical values for the energy states with various values of quantum levelsComment: 17 pages; Communications in Theoretical Physics (2012). arXiv admin note: substantial text overlap with arXiv:1205.0938, and with arXiv:quant-ph/0410159 by other author

Metal templated design of protein interfaces

Metal coordination is a key structural and functional component of a large fraction of proteins. Given this dual role we considered the possibility that metal coordination may have played a templating role in the early evolution of protein folds and complexes. We describe here a rational design approach, Metal Templated Interface Redesign (MeTIR), that mimics the time course of a hypothetical evolutionary pathway for the formation of stable protein assemblies through an initial metal coordination event. Using a folded monomeric protein, cytochrome cb562, as a building block we show that its non-self-associating surface can be made self-associating through a minimal number of mutations that enable Zn coordination. The protein interfaces in the resulting Zn-directed, D2-symmetrical tetramer are subsequently redesigned, yielding unique protein architectures that self-assemble in the presence or absence of metals. Aside from its evolutionary implications, MeTIR provides a route to engineer de novo protein interfaces and metal coordination environments that can be tuned through the extensive noncovalent bonding interactions in these interfaces

Slaughterhouse Wastewater Treatment by Combined Chemical Coagulation and Electrocoagulation Process

Slaughterhouse wastewater contains various and high amounts of organic matter (e.g., proteins, blood, fat and lard). In order to produce an effluent suitable for stream discharge, chemical coagulation and electrocoagulation techniques have been particularly explored at the laboratory pilot scale for organic compounds removal from slaughterhouse effluent. The purpose of this work was to investigate the feasibility of treating cattle-slaughterhouse wastewater by combined chemical coagulation and electrocoagulation process to achieve the required standards. The influence of the operating variables such as coagulant dose, electrical potential and reaction time on the removal efficiencies of major pollutants was determined. The rate of removal of pollutants linearly increased with increasing doses of PACl and applied voltage. COD and BOD5 removal of more than 99% was obtained by adding 100 mg/L PACl and applied voltage 40 V. The experiments demonstrated the effectiveness of chemical and electrochemical techniques for the treatment of slaughterhouse wastewaters. Consequently, combined processes are inferred to be superior to electrocoagulation alone for the removal of both organic and inorganic compounds from cattle-slaughterhouse wastewater