Service delivery time guarantee decisions with consideration of the time and price sensitive customer

Based on the assumption that the customer is time and price sensitive and price is a piecewise function of the delivery time, a service delivery time guarantee decision model is proposed, and the existence of the optimal service delivery time guarantee L^＊ is proved. Furthermore, the impact of the correlation parameters on the optimal L^＊ is analyzed. It is revealed that if the optimal L^＊ is smaller than the industry level L0, the service provider with low cost should quote a shorter delivery time, and the service provider should increase the delivery time guarantee under the conditions of the decrease in customer time sensitivity or the increase in the difference of the customer reservation payment. When L^＊ 〉 L0, the service provider should quote a longer delivery time guarantee and should increase the delivery time guarantee and reduce the price under the conditions of the increase in the customer price sensitivity or the decrease in the mean customer reservation payment.

Vehicle Fleet Management Practices and Service Delivery in State Owned Enterprises in Zimbabwe

The main objective of the study was to examine the influence of vehicle fleet management practices on service delivery in State-Owned Enterprises (SOEs) in Zimbabwe. The study adopted a pragmatism research philosophy together with a mixed method research paradigm. In addition, structured questionnaires were distributed to 344 respondents drawn from 86 SOEs. Stratified and purposive sampling was used. Descriptive statistics were calculated using Statistical Package for the Social Science (SPSS) version 20. Exploratory factor analysis (EFA) was done on all items of the study while research hypotheses were tested using Structural Equation Modelling (SEM) in AMOS version 21. The study concluded that vehicle maintenance, fuel management, driver management and vehicle replacement positively influence service delivery. In addition, the study also established that Information and Communication Technologies (ICTs) moderate the influence of vehicle fleet management practices on service delivery. The study recommended that there is need for regular driver training and vehicle programs encompassing electronic spares tracking.

Maintenance of Municipality Infrastructure: A Case Study on Service Delivery in Limpopo Province at South Africa

Purpose: An element of poor service delivery concerns the quality of management on the maintenance of services like water, electricity, roads, schools and clinics. This is a relevant and topical issue for research because of the current situation regarding these provisions in South Africa. This research took place in a Municipality situated in Limpopo Province, South Africa. It is the responsibility of municipalities to ensure that they fulfil their constitutional obligations in the delivery of maintainable, operative and well-organised municipal services through the maintenance of infrastructure. As this country has been subjected to a large number of service delivery complaints, this has led to the motivation of this study. The purpose of this study is to analyse maintenance on municipal infrastructure and service delivery in a local municipality, in particular focusing on the water supply. This research study is aimed at analysing how local municipality conducts its maintenance of municipal infrastructure, seeking to understand the challenge of maintenance on service provided to the communities. Design/Methodology/Approach: To achieve the success of this research, both qualitative and quantitative methods were adopted. A survey questionnaire and structured interview questions were conducted with communities and employees in a municipality in Limpopo Province. Findings: The results of the study revealed that residents are facing water difficulties due to a lack of maintenance and absence of water supply. People are fetching water from the rivers in the nearby community, water which unfortunately is not purified. Furthermore, people have experienced this poor maintenance and service delivery for years, negatively impacting on the community’s standard of living. Originality/Value: The original contribution of this work was to analyse the types of maintenance being used in local municipalities and how it will benefit the communities. To the best of the authors’ understanding, there are no studies that have been conducted in South Africa regarding the impact of maintenance on municipal infrastructure, and this paper aims to fill this gap.

Subsea Maintenance Service Delivery:Mapping Factors Influencing Scheduled Service Duration

The oil and gas （O＆G） industry on the Norwegian continental shelf （NCS） leads the world in terms of the number of subsea O＆G installations. Ensuring the dependability of these assets is critical. Non-intrusive inspection, maintenance and repair （IMR） services are therefore needed to reduce risks. These services are planned and executed using a mono-hull offshore vessel complete with remotely operated vehicles （ROVs）, a module handling system and an active heave compensated crane. Vessel time is shared between competing jobs, using a prioritized forward-looking schedule. Extension in planned job duration may have an impact on O＆G production, service costs and health, safety, and environmental （HSE） risks. This paper maps factors influencing the job schedule efficiency. The influence factors are identified through reviews of literature as well as interviews with experts in one of the large IMR subsea service providers active on the Norwegian Continental Shelf. The findings show that the most obvious factors are weather disruption and water depth. Other factors include job complexity, job uncertainty, IMR equipment availability, as well as the mix of job complexity.

Impact of Healthcare Management and Control on Service Delivery, a Case of Oklahoma Healthcare Facilities

Background: Healthcare management and control have been essential to any economy and a concern for most nations. Health care being in the service industry gives another challenge as they are inseparable from the service providers. As a result, a significant focus should be made on the management and control of healthcare. A study is necessary to establish how such practices influence service delivery within the healthcare industry. Objective: To show the influence of health care management and control on the service delivery in the health sector and to establish the impact of health care management system on the delivery of health services, find out the extent to which health leadership has influenced service delivery in the health industry and to establish the existence of healthcare control practices in the health industry and their impact on service delivery. Methods: The general information questionnaire, interviews patient’s satisfaction scale, and the hospital performance index were investigated by interviewing 42 healthcare workers working in Oklahoma hospitals. The study utilized a combination of data collection instruments, questionnaires, and interviews for primary data collection and a cross-sectional survey for secondary data from healthcare records within the healthcare facilities. The research adopted a descriptive statistics methodology for data analysis. The study tested the validity of data collected and reset test for omitted variables and simple correlation analysis. Results: effective healthcare management yields reasonable patient satisfaction and ignites motivation among healthcare workers. Additionally, quality service delivery is a function of proper healthcare management systems. Although it is impossible to measure effective management through observation, the testimonies and satisfaction levels among the nurses and the patients communicate accurately.

Assessment of Clients Satisfaction in Family Planning Service Delivery in Port Harcourt, Nigeria

Background: Client satisfaction is considered as one of the desired outcomes of health care service delivery and it is directly related to the utilization of any health services. The family planning clinic remains one of the important health care delivery outlets where client satisfaction guarantees continuation of usage, hence this study. Objective: The objective of this study is to assess the determinants of client satisfaction with the family planning (FP) services provided in Port Harcourt. Materials and methods: This was a descriptive prospective cross-sectional study conducted between 18th of June 2018 and 18th of July 2018. The target population is women of reproductive age group (15 - 49) who visited 11 randomly selected family planning health facilities in Port Harcourt during the study period. A set of exit interviewer-administered questionnaire (pretested for reliability and validity) was used for data collection from a sample size of 195 respondents;and analyzed using SPSS 22.0. Standard deviation was used for continuous variable while categorical variables were presented in simple percentages and frequencies. The P value was set at <0.05 and confidence interval was 95%. Results: Age range 30 - 39 years constituted the largest proportion of 51.3%. A large proportion of the women (87.2%) expressed satisfaction with FP services provided. All respondents said the facilities were easily accessible, clean and were treated respectfully. However, only about half of the clients (51.3%) received their chosen contraceptive product after 1 hour. Conclusion: A huge proportion of family planning clients expressed satisfaction with family planning service delivery in Port Harcourt;not minding the longer waiting time. Implication of this is continued use and by implication improved contraceptive prevalence.

Oracle and ZTE Extend Alliance for Service Delivery Platform Blueprint Development

Oracle and ZTE announced on April 21, 2008 that they have extended their alliance in connection with the marketing and development of Service Delivery Platform offerings in China and globally.

Driver Management and Service Delivery: Insights within State-Owned Enterprises in Zimbabwe

Driver management may be considered an organization’s most valuable asset, and State-Owned Enterprises (SOEs) must invest in it to secure their survival and growth. The study sought to establish the effect of driver management on service delivery in SOEs. Various empirical studies reveal that there is a lack of understanding of the impact of driver management on service delivery in public organizations, notably SOEs, resulting in sectorial and contextual research gaps that must be filled. The study used a mixed-method research strategy and a pragmatic research philosophy. In addition, 344 respondents from 86 SOEs were given standardized questionnaires to complete. The researchers employed stratified and purposive sampling. Statistical package for social scientists (SPSS) version 20 was used to generate descriptive statistics. All study items were subjected to exploratory factor analysis (EFA), and research hypotheses were assessed using Structural Equation Modelling (SEM) in AMOS version 21. The study findings revealed that despite having clear driver recruiting procedures, there is bad driver conduct and a lack of driver recognition programs to reward good driving. The study concluded that driver management has a positive effect on service delivery. In light of these conclusions, the study suggests that SOEs should ensure that drivers understand their responsibilities when using company vehicles. Furthermore, drivers should be periodically trained in line with the tenets of the New Public Management Theory which advocates for quality service delivery, customer centrism and reduction in rigidity.

Which Neighborhoods Have Easier Access to Online Home Delivery Services?A Spatiotemporal Accessibility Analysis in Nanjing,China

The rise in online home delivery services(OHDS)has had a significant impact on how urban services are supplied and used in recent years.Studies on the spatial accessibility of OHDS are emerging,but few is known about the temporal dimension of OHDS accessibility as well as the geographic and socioeconomic differences in the spatiotemporal accessibility of OHDS.This study measures the spatiotemporal accessibility of four types of OHDS,namely leisure,fresh and convenient,medical,and catering services.The geographic and socioeconomic disparities in the spatiotemporal accessibility of these four types of OHDS are then identified using spatial statistical methods and the Kruskal-Wallis test(K-W test).The case study in Nanjing,China,suggests that:1)spatiotemporal accessibility better reflects the temporal variation of OHDS accessibility and avoids overestimation of OHDS accessibility when only considering its spatial dimension.2)The spatiotemporal accessibility of OHDS varies geographically and socioeconomically.Neighborhoods located in the main city or neighborhoods with higher housing prices,higher population density,and higher point of interest(POI)mix have better OHDS spatiotemporal accessibility.Our study contributes to the understanding of OHDS accessibility from a spatiotemporal perspective,and the empirical insights can assist policymakers in creating intervention plans that take into account variations in OHDS spatiotemporal accessibility.

Public Relation Practices in Polytechnic Libraries for Effective Service Delivery in North-Central,Nigeria

This study investigated public relations practices for effective service delivery in polytechnic libraries in North-Central,Nigeria.The study was guided by two research questions.The descriptive survey research design was adopted for this study.The population of the study was 107 library staff consisting of both federal and state polytechnic libraries in North-Central,Nigeria.There was no sampling as all the population of the study was used as sample.Two sets of instruments were used to collect data for the study:questionnaire for library staff and interview guide for the polytechnic librarians.The instruments were subjected to face validation by two experts.Quantitative data were analyzed using descriptive and inferential statistics while the qualitative data were transcribed,coded,and analyzed through document analysis as confirmatory to the quantitative data collected.The formulated hypotheses were tested using t-test.The findings revealed that public relations practices used by librarians were attending to users’enquiries on the public information desks and providing suggestion boxes to collect users’opinions,etc.(X=3.20,Sd=0.77;X=3.10,Sd=0.73);Projectors and bulletin boards were the facilities employed in public relations practices(X=3.21,Sd=0.86;X=3.18,Sd=0.69).Based on the findings,it was recommended that,the library management should create awareness on the public relations practices used for effective service delivery through such fora as workshop,orientation,and seminar to educate library users on the relevance of public relations;also librarians should use every possible avenue to be abreast with state-of-the-art facilities that can be employed in public relations practices in polytechnic libraries for effective service delivery,among others.

Delivery Service Management System Using Google Maps for SMEs in Emerging Countries

This paper proposes a Delivery Service Management(DSM)system for Small and Medium Enterprises(SMEs)that own a delivery fleet of pickup trucks to manage Business-to-Business(B2B)delivery services.The proposed DSM system integrates four systems:Delivery Location Positioning(DLP),Delivery Route Planning(DRP),Arrival Time Prediction(ATP),and Communication and Data Sharing(CDS)systems.These systems are used to pinpoint the delivery locations of customers,plan the delivery route of each truck,predict arrival time(with an interval)at each delivery location,and communicate and share information among stakeholders,respectively.The DSM system deploys Google applications,a GPS tracking system,Google Map APIs,ATP algorithms(embedded in Excel Macros),Line,and Telegram as supporting tools.To improve the accuracy of the ATP system,three tech-niques are applied considering driver behaviors.The proposed DSM system has been implemented in a Thai SME.From the process perspective,the DSM system is a systematic procedure for end-to-end delivery services.It allows the interactions between planner-driver decisions and supporting tools.The supporting tools are simple,can be easily used with little training,and require low capital expenditure.The statistical analysis shows that the ATP algorithm with the three techniques provides high accuracy.Thus,the proposed DSM system is beneficial for practitioners to manage delivery services,especially for SMEs in emerging countries.

Urban Services Delivery in Limbo： A Provisional Assessment of Gweru＇s Water Supply System

This study sought to assess Gweru＇s water supply system from the source to the consumer to find out whether the water is safe for domestic purposes, mainly consumption. Water samples were taken from Gwenoro dam （raw water）, Gwenoro treatment plant （treated water） as well as from GIS-generated random points of residential areas closest to Gwenoro and furthest from both the dam and the treatment plant. These were taken for laboratory testing where parameters like pH, hardness, turbidity and DO （dissolved oxygen） were tested. Questionnaires were used to solicit the views of the consumers on water quality and water service delivery from eight randomly selected residential suburbs. Interviews were also administered to Gwenoro Water Treatment Plant superintendent and deputy to get insight into the day to day challenges that they have to grapple with. Results generally show that treated water from Gwenoro treatment plant is relatively safe to drink for those who have access to it. However, some consumer points like Mkoba 13 and Mkoba 18 receive water whose DO is out of the recommended range. Suburbs which lie on higher ground like Mkoba 19 and Mkoba 14 however rarely receive water from Gwenoro with some residents of Mkoba 19 having had no water from their taps for more than three years now. The study recommends that new equipment be bought for the treatment plant so that treated water reaches all parts of the city. Newly resettled farmers in the Upper Runde Catchment must be resettled elsewhere while urban stream bank cultivation must be banned to reduce water pollution as well as possible sedimentation of Gwenoro dam.

YOLO-Based Damage Detection with StyleGAN3 Data Augmentation for Parcel Information-Recognition System

Damage to parcels reduces customer satisfactionwith delivery services and increases return-logistics costs.This can be prevented by detecting and addressing the damage before the parcels reach the customer.Consequently,various studies have been conducted on deep learning techniques related to the detection of parcel damage.This study proposes a deep learning-based damage detectionmethod for various types of parcels.Themethod is intended to be part of a parcel information-recognition systemthat identifies the volume and shipping information of parcels,and determines whether they are damaged;this method is intended for use in the actual parcel-transportation process.For this purpose,1)the study acquired image data in an environment simulating the actual parcel-transportation process,and 2)the training dataset was expanded based on StyleGAN3 with adaptive discriminator augmentation.Additionally,3)a preliminary distinction was made between the appearance of parcels and their damage status to enhance the performance of the parcel damage detection model and analyze the causes of parcel damage.Finally,using the dataset constructed based on the proposed method,a damage type detection model was trained,and its mean average precision was confirmed.This model can improve customer satisfaction and reduce return costs for parcel delivery companies.

The Impact of Automation in Service Industries＂ An Empirical Study

Academic research into service industries has explored the characteristics of interpersonal interactions between employees and customers, but there are few studies addressing the issues of consumer interaction with technology and its influence on the objectives and results of the operations subsystem. This study examines the elements of the service encounter, and the changes automation originates in them and their relationships. The paper also examines changes in the elements and results of the operations subsystem, as a result of automation. We propose that the customer＇s relationship with employees and/or technology and automated systems for the service impact the objectives and results of the operations subsystem, all of which could have an effect on the company＇s competitive position. The empirical study is focused on four industries, namely, toll motorways, car parks, carwash and video/DVD rental companies, in an attempt to identify objectives that lead companies to implement automated processes affecting the customer＇s relationship with the company. The hypotheses generated are contrasted with a structural equation modelling. The results confirm that the customer＇s relationship with employees and automated systems for the service impacts the objectives and results of the operations subsystem. Also, the results show how automation can enable firms simultaneously to achieve acceptable levels of flexibility and productivity, two dimensions that have traditionally been considered opposites.

Outcome of treatment seeking rural gamblers attending a nurse-led cognitive-behaviour therapy service:A pilot study

Objectives:Little is known about the differences between urban and rural gamblers in Australia,in terms of comorbidity and treatment outcome.Health disparities exist between urban and rural areas in terms of accessibility,availability,and acceptability of treatment programs for problem gamblers.However,evidence supporting cognitivebehaviour therapy as the main treatment for problem gamblers is strong.This pilot study aimed to assess the outcome of a Cognitive-Behavioural Therapy(CBT)treatment program offered to urban and rural treatment-seeking gamblers.Methods:People who presented for treatment at a nurse-led Cognitive-Behavioural Therapy(CBT)gambling treatment service were invited to take part in this study.A standardised clinical assessment and treatment service was provided to all participants.A series of validated questionnaires were given to all participants at(a)assessment,(b)discharge,(c)at a one-month,and(d)at a 3-month follow-up visit.Results:Differences emerged between urban and rural treatment-seeking gamblers.While overall treatment outcomes were much the same at three months after treatment,rural gamblers appeared to respond more rapidly and to have sustained improvements over time.Conclusion:This study suggests that rural problem gamblers experience different levels of co-morbid anxiety and depression from their urban counterparts,but once in treatment appear to respond quicker.ACBT approach was found to be effective in treating rural gamblers and outcomes were maintained.Ensuring better availability and access to such treatment in rural areas is important.Nurses are in a position as the majority health professional in rural areas to provide such help.

县域医疗共同体建设背景下的乡镇卫生院效率

目的了解我国乡镇卫生院的运行现状及县域医疗共同体建设前后的效率变化,为政府相关部门决策提供参考依据。方法用数据包络分析和Malmquist指数,分析我国29个省(自治区、直辖市)的乡镇卫生院的投入产出效率。结果29个省(自治区、直辖市)的乡镇卫生院的技术效率均数为0.773,最高为1.000,最低为0.384,效率的地区差异较明显。2016—2018年,除纯技术效率略有上升外,全要素生产率、技术效率、技术均有所下降。乡镇卫生院整体运行效率较低,产出不足与投入冗余是主要原因,规模效率和技术制约了乡镇卫生院生产率的增长。结论建议:因地制宜,优化卫生资源配置;发挥政府主导作用,完善医疗共同体配套政策;引导居民转变就医理念,合理就医。

Alpha-Stim Cranial Electrotherapy Stimulation (CES) for Anxiety Treatment: Outcomes in a United Kingdom (UK) Primary Care Practice

Background: Anxiety disorders are the most common mental disorders, typically treated with psychotherapy and medication. These treatments are not suitable for, acceptable to, or effective for everyone. Alpha-Stim AID is a Cranial Electrotherapy Stimulation (CES) treatment with evidence of effectiveness in treating anxiety disorders. Objective: The aim of this paper is to present outcomes on anxiety, depression, and quality of life of Alpha-Stim use in primary care patients in the United Kingdom’s (UK) National Health Service (NHS) who reported symptoms of anxiety. Methods: Open label patient cohort design. Self-report measures: PHQ-9 (depression), GAD-7 (anxiety) and EQ-5D-5L (health related quality of life). Twenty-three patients with symptoms of anxiety completed a six-week course of Alpha-Stim intervention. Results: Reliable improvement and remission rates respectively were 60.9% and 17.4% for the GAD-7;42.9% and 22.7% for the PHQ-9. Significant improvement and medium/large effect sizes (n2 = 0.59 and 0.56 respectively). EQ-5D-5L results showed significant improvements in quality of life. Perceived quality of life doubled with an improvement of 0.36 on the health index score, this intervention adds 3.64 Quality Adjusted Life Years (QALYs). Limitations: The study was not an RCT, there was no control group. Conclusions: Alpha-Stim AID CES can be delivered through a UK primary care practice, and can have a significant impact on symptoms of anxiety and depression, and improve quality of life in primary care patients with anxiety symptoms. Further feasibility studies in primary care and sufficiently powered RCT are required.

An Evidence-Based Management Approach to HIV/AIDS in Nigeria

Objectives: This paper seeks to examine the history of HIV/AIDS in Nigeria while presenting a clear picture of some of the issues that exist in service delivery. Lastly, this paper explores how an evidence-based management approach offers an effective set of tools to HIV/AIDS organizations. Methods: Content analysis and a qualitative desk review of the literature. Results: Findings from this paper reveal that through the use of evidence-based management, preconceived notions can be challenged so as to yield a diversity of thought and a more people-centered approach to public health delivery. This paper also shows that in the Nigerian setting, an evidence-based management framework can be a transformative tool in ensuring that key populations can receive critical care and treatment in the long run despite the uncertainty that might exist when it comes to funding and resources. Conclusions: Evidence-based management is a rigorous framework that can be used for understanding how a multitude of factors can position an organization to achieve its theory of change, which in turn can lead to sustainable impact in the long run. Incorporating the use of evidence in everyday organizational behavior involves not only looking at the manner in which data is aggregated, but also how it is disseminated. In order to ensure that the evidence is not manipulated, nonprofit organizations are often viewed as being best suited for collecting evidence since they are not heavily plagued by systemic corruption and political tides, compared to their government counterparts.

From institutional merger integration to institutional strategic transformation:A case study of the strategic management paradigm at Shanghai Library

This article attempts to apply the strategic management theory to the subsequent shaping up of a readjusted strategic development policy for Shanghai Library after its merger with the Institute of Scientific and Technological Information of Shanghai(ISTIS)in 1995.It also tries to analyze and explicate such an empirical implementation of institutional reintegration process through strategic management at Shanghai Metropolitan Library.By doing so,it aims to present an objective case study of activities based on the strategic management paradigm at a major Chinese metropolitan public library.

Transaction or Membership?Impact on On-Demand Delivery Service Platforms'Profits,Consumer Surplus,and Labor Welfare

In recent years,two pricing policies are commonly adopted by on-demand delivery service platforms(e.g,Meituan PaoTui and Costco)that provide delivery services to heterogeneous customers via self-scheduling providers.One called"transaction-based"pricing policy(TBPP)allows the platforms to determine a per-service wage paid to providers and a price charged to customers for each transaction.The other one called"membership-based"pricing policy(MBPP)also allows the platforms to announce a wage paid to providers but charge customers a membership fee for using an unlimited number of the services in a certain period(e.g.,one month).This paper considers an on-demand delivery service platform with self-scheduling providers and two classes of customers(i.e.,regular and frequent customers).We aim to analyze and compare the platform's profits and welfare performances generated by the two pricing policies.If the number of regular customers and their preference for TBPP equal the number of frequent customers and their preference for MBPP,respectively,we show that compared with the MBPP,employing the TBPP is beneficial for the platform but is detrimental for customers and providers.However,adopting the MBPP(TBPP)can simultaneously benefit the platform,customers and providers if frequent customers'preference for MBPP is higher(lower)than regular customers'preference for TBPP or the number of frequent customers is larger(less)than regular customers.