Comparing tools for Service Quality Evaluation

Service quality evaluation is one of the main issues that have recently drawn managers' and researchers' attention. The definition of an evaluation standard not dependent on any particular service context has determined the popularity of many different quality tools. In this paper we show a comparative analysis of the affected tools that are widely used. These are summarized in an orientation map. Moreover we present some results of an experiment carried out with two of the major quality tools (SERVQUAL and QUALITOMETRO). The results identify good qualities as well as weaknesses for both tools. Possible improvement strategies are presente

Qualitative ordinal scales: the concept of ordinal range

Many practical problems of quality control involve the use of ordinal scales. Questionnaires planned to collect judgments on qualitative or linguistic scales, whose levels are terms such as "good," "bad," "medium," etc., are extensively used both in evaluating service quality and in visual controls for manufacturing industry. In an ordinal environment, the concept of distance between two generic levels of the same scale is not defined. Therefore, a population (universe) of judgments cannot be described using "traditional" statistical distributions since they are based on the notion of distance. The concept of "distribution shape" cannot be defined as well. In this article, we introduce a new statistical entity, the so-called ordinal distribution, to describe a population of judgments expressed on an ordinal scale. We also discuss which of the traditional location and dispersion measures can be used in this context and we briefly analyze some of their properties. A new dispersion measure, the ordinal range, as an extension of the cardinal range to ordinal scales, is then proposed. A practical application in the field of quality is developed throughout the articl

Outsourcing: guidelines for a structured approach

Outsourcing is a management approach by which an organization delegates some noncore functions to specialized and ef®cient service providers. In the era of ªglobal marketº and ªe-economyº, outsourcing is one of the main pillars of the new way to conceive the relationships among companies. Despite outsourcing large diffusion, huge business cases and big deals of documentation available on network or press, there is no structured procedure able to support the govern of the evolution of a generic outsourcing process. In accordance with the principles of total quality management, this paper describes a proposal of a new approach for managing outsourcing processes. The model, which can be easily adapted to different application ®elds, has been conceived with the main aim of managing strategic decisions, economic factors and human resources. The approach is supported by different decision and analysis tools, such as benchmarking techniques, multiple criteria decision aiding (MCDA) methods, cost analysis, and other process-planning methodologies. An application of the method to a real case is also provide

Beauveria bassiana strain ATCC 74040 (Naturalis®), a valuable tool for the control of the cherry fruit fly (Rhagoletis cerasi)

Naturalis® is a bioinsecticide based on living conidiospores of the naturally occuring Beauveria bassiana strain ATCC 74040. The entomopathogenic fungus acts primarily by contact: once attached to the insect’s cuticle, the conidiospores germinate producing penetration hyphae, which enter and proliferate inside the insect’s body. The fungus invades and feeds on its host, causing its death due to dehydration and/or depletion of nutrients. Several years of laboratory, semi-field and field studies showed that also Tephritid flies (Ceratitis capitata, Rhagoletis cerasi, Bactrocera oleae) are susceptible to infection by B. bassiana strain ATCC 74040. The results of efficacy trials conducted in 2004-05 are reported. Naturalis was tested both alone and in an integrated pest management strategy. The product showed high efficacy in controlling R. cerasi, comparable to or higher than that of the chemical reference treatment. The B. bassiana-based product Naturalis can thus be considered an efficient tool for the control of the cherry fruit fly

Orthogonal Multiple Access with Correlated Sources: Feasible Region and Pragmatic Schemes

In this paper, we consider orthogonal multiple access coding schemes, where correlated sources are encoded in a distributed fashion and transmitted, through additive white Gaussian noise (AWGN) channels, to an access point (AP). At the AP, component decoders, associated with the source encoders, iteratively exchange soft information by taking into account the source correlation. The first goal of this paper is to investigate the ultimate achievable performance limits in terms of a multi-dimensional feasible region in the space of channel parameters, deriving insights on the impact of the number of sources. The second goal is the design of pragmatic schemes, where the sources use "off-the-shelf" channel codes. In order to analyze the performance of given coding schemes, we propose an extrinsic information transfer (EXIT)-based approach, which allows to determine the corresponding multi-dimensional feasible regions. On the basis of the proposed analytical framework, the performance of pragmatic coded schemes, based on serially concatenated convolutional codes (SCCCs), is discussed

Publication and patent analysis of European researchers in the field of production technology and manufacturing systems

This paper develops a structured comparison among a sample of European researchers in the field of Production Technology and Manufacturing Systems, on the basis of scientific publications and patents. Researchers are evaluated and compared by a variegated set of indicators concerning (1) the output of individual researchers and (2) that of groups of researchers from the same country. While not claiming to be exhaustive, the results of this preliminary study provide a rough indication of the publishing and patenting activity of researchers in the field of interest, identifying (dis)similarities between different countries. Of particular interest is a proposal for aggregating analysis results by means of maps based on publication and patent indicators. A large amount of empirical data are presented and discusse

A co-ultramicronized palmitoylethanolamide/luteolin composite mitigates clinical score and disease-relevant molecular markers in a mouse model of experimental autoimmune encephalomyelitis

Background: Persistent and/or recurrent inflammatory processes are the main factor leading to multiple sclerosis (MS) lesions. The composite ultramicronized palmitoylethanolamide, an endogenous N-acylethanolamine, combined with the flavonoid luteolin, PEALut, have been found to exert neuroprotective activities in experimental models of spinal and brain injury and Alzheimer disease, as well as a clinical improvement in human stroke patients. Furthermore, PEALut enhances the expression of different myelin proteins in oligodendrocyte progenitor cells suggesting that this composite might have protective effects in MS experimental models. Methods: The mouse model of experimental autoimmune encephalomyelitis (EAE) based on active immunization with a fragment of myelin oligodendrocyte glycoprotein (MOG35-55) was used. The daily assessment of clinical score and the expression of serum amyloid A (SAA1), proinflammatory cytokines TNF-\u3b1, IL-1\u3b2, IFN-\u3b3, and NLRP3 inflammasome, as well as TLR2, Fpr2, CD137, CD3-\u3b3, and TCR-\u3b6 chain, heterodimers that form T cell surface glycoprotein (TCR), and cannabinoid receptors CB1, CB2, and MBP, were evaluated in the brainstem and cerebellum at different postimmunization days (PIDs). Results: Vehicle-MOG35-55-immunized (MOG35-55) mice developed ascending paralysis which peaked several days later and persisted until the end of the experiment. PEALut, given intraperitoneally daily starting on day 11 post-immunization, dose-dependently improved clinical score over the range 0.1-5 mg/kg. The mRNA expression of SAA1, TNF-\u3b1, IL-1\u3b2, IFN-\u3b3, and NLRP3 were significantly increased in MOG35-55 mice at 14 PID. In MOG35-55 mice treated with 5 mg /kg PEALut, the increase of SAA1, TNF- \u3b1, IL-1\u3b2, and IFN-\u3b3transcripts at 14 PID was statistically downregulated as compared to vehicle-MOG35-55 mice (p < 0.05). The expression of TLR2, Fpr2, CD137, CD3-\u3b3, TCR-\u3b6 chain, and CB2 receptors showed a significant upregulation in vehicle-MOG35-55 mice at 14 PID. Instead, CB1 and MBP transcripts have not changed in expression at any time. In MOG/PEALut-treated mice, TLR2, Fpr2, CD137, CD3-\u3b3, TCR-\u3b6 chain, and CB2 mRNAs were significantly downregulated as compared to vehicle MOG35-55 mice. Conclusions: The present results demonstrate that the intraperitoneal administration of the composite PEALut significantly reduces the development of clinical signs in the MOG35-55 model of EAE. The dose-dependent improvement of clinical score induced by PEALut was associated with a reduction in transcript expression of the acute-phase protein SAA1, TNF-\u3b1, IL-1\u3b2, IFN-\u3b3, and NLRP3 proinflammatory proteins and TLR2, Fpr2, CD137, CD3-\u3b3, TCR-\u3b6 chain, and CB2 receptors