以投诉管理为导向的门诊服务质量持续改进

当前社会以舆论为导向,人民维权意识普遍提高,医院投诉管理部门面临巨大压力,这要求医疗行业不断提高医疗服务能力以适应信息万变的时代。站在患者角度,门诊是患者来院就诊的第一站,门诊的质量内涵、服务态度、流程布局关乎患者就诊的第一感受,也体现了医院管理的整体水平。该文旨在以投诉为导向,追溯门诊服务产生的全过程,发现工作运行中暴露的系统问题和个别问题,及时制定措施修正系统中的隐患或漏洞,无疑是持续改进门诊服务质量的最现实手段。

Research on psychological factors which influence Doctor-Patient communications among outpatients

An Outpatient Department is the first point of contact with the hospital, and good Doctor-Patient communication would improve the service quality of the hospital, so it is important to construct a harmonious Doctor-Patient relationship. This article, from the perspective of psychology, investigates into the common psychological factors which affect the Doctor-Patient communication, the appearance of the communication problem, and make suggestions on possible solutions accordingly.

MANAGING HUMAN RESOURCES FOR RETAIL SERVICE QUALITY

This study examines the management of service qua lity in fashion retail operation. The human resources processes leading to external service quality are consolidated into a quality management framework. With reference to the framework, the factors, their importance and relationships within each process are established by the responses of practicing salespersons. A clear picture of the underlying management mechanisms leading to strong sales forces and service quality are produced. Retail management is required to better establish and manage the human resource.

User Feedback Oriented Quality of Experience Management Framework

Recently,Quality of Experience(QoE)has been introduced as a subjective measure of a user’s experience of communication services.QoE was expected to take the place of traditional Quality of Service(QoS)measure in that QoE may express a direct and accurate user experience.In this paper,we propose a QoE management scheme which is based on a user’s simple feedback.We explain the proposed QoE management steps and the dominant reason extraction algorithm to determine the quality-falling instance.We also present a QoE prediction method that will provide an optimal quality management scheme in communication services.Experiments on multimedia streaming service prove the efficiency of the dominant factor extraction algorithm,and the experiment using the QoE prediction method present a very high accuracy.The QoE management scheme proposed in this paper can be generally adapted to any communication services,to increase the efficiency and effectiveness of quality management systems.

Network Traffic Based on GARCH-M Model and Extreme Value Theory

GARCH-M ( generalized autoregressive conditional heteroskedasticity in the mean) model is used to analyse the volatility clustering phenomenon in mobile communication network traffic. Normal distribution, t distribution and generalized Pareto distribution assumptions are adopted re- spectively to simulate the random component in the model. The demonstration of the quantile of network traffic series indicates that common GARCH-M model can partially deal with the "fat tail" problem. However, the "fat tail" characteristic of the random component directly affects the accura- cy of the calculation. Even t distribution is based on the assumption for all the data. On the other hand, extreme value theory, which only concentrates on the tail distribution, can provide more ac- curate result for high quantiles. The best result is obtained based on the generalized Pareto distribu- tion assumption for the random component in the GARCH-M model.

Risk Analysis and its Preventive Mechanism in Government Purchasing Elderly Home -Based Service from NGOs： A Theoretical Framework

Outsourcing elderly home-based service reduces risk, improves service quality and efficiency while there are risks mainly for demand-side risk and supply-side risk. In order to prevent these risks, risk-management framework should be constructed with risk preparedness, risk identification, risk analysis, risk assessment and risk disposal as a whole process. Finally, this paper puts forward some suggestions to strengthen the legal regulation, improve the supervision mechanism, strengthen the purchasing performance evaluation and improve the capability ofnonprofits to delivery the service and so on,

Resource management with borrowing from reservation for cognitive networks

Resource reservation is an effective measure to ensure end-to-end quality of service （QoS）, however, the burstyness of the traffic makes the reservation idle some time, and forms a waste of re- sources. Based on the analysis of active queue management （AQM） of DiffServ network, we propose a resource management scheme, which allows borrowing resources from unused reservation, accord- ing to the characteristics and advantages of cognitive networks. First, some nodes reserve certain proportion capacity for some special services （for instance, some services pay additional money） to guarantee the priority of these applications. Then resources are assigned according to the different parameters of services. If the available resource can not meet the requirements of new services, real- time ones are admitted with higher priority and allow borrowing the unused reservation from other nodes appropriately. Simulations show that, the proposed scheme has good performance at network resource utilization, the admission rate of new aDolications and OoS of users.

NEW ARCHITECTURE OF IP QOS MANAGEMENT SYSTEM

Based on the analysis of current Quality of Service (QoS) management on IP network, new genera-tion of QoS architecture QoSAF is proposed. QoSAF is divided into three layers: resource control layer, net-work service layer and business layer. QoS management is accomplished by interactivity of layers. In this ar-chitecture, mechanism of feedback control enhances the functions of resource management and system moni-toring. The principle of design and logical architecture of system is discussed in detail.

Berth Management in Container Terminals： Quality of Service

This paper empirically evaluates container terminal service attributes. The methodology proposed focuses on statistical control, Based on the concept of service segmentation, the authors employed control charts to classify container terminal services. The purpose of control charts is to allow simple detection of events that are indicative of actual process change. This simple decision can be difficult where the process characteristic is continuously varying, the control chart provides statistically objective criteria of change. When change is detected and considered good its cause should be identified and possibly become the new way of working, where the change is bad then its cause should be identified and eliminated. Both theoretical and practical implications of the research findings are discussed in this paper.

Explore the Practice and Application of Nursing Safety and Quality Management

Objective： Explore the practice and application of safety care management and quality management at work. Methods： Establish and improve the nursing management system, safety assurance and quality improvement through the development of clinical nursing assessment standards, supervision, inspection and evaluation of the hospital based nursing quality management to ensure the compliance of the basic quality indicators; raised the nursing quality,to improve with the basic pattern, we prefer both the long and short-term goals, implement and guide the nursing quality, to improve project implementation, quality management training and assessment. Results： Through the implementation of the management of nursing safety and nursing quality, hospital comprehensive nursing quality and service satisfaction has increased significantly. Conclusion： Implementation of nursing safety management and nursing quality management, which ensure the nursing quality of hospital-wide surveillance, improvement and implementation of nursing quality and service satisfaction improved to play a positive role in promoting. Through increased management, nursing quality management more standardized and institutionalized procedures, and enhanced the quality of nurses＇ awareness and sense of competition, play an enhanced role in the promotion of the service concept of ＂patient-centered＂, improve the nursing comprehensive quality, and create a safe and comfortable medical and rehabilitation environment.

Pre-filtering based automatic composition of multi-QoS semantic web services

To support the rapid automatic services composition and fulfill multi-quality of service （multi- QoS） demand, we propose a novel approach to realize services composition automatically by a prefihering process. Aimed at a set of web services with similar functionality and different quality of service （QoS） , a semantic services chain is given and a corresponding constructing algorithm is proposed to construct the data structure. A pre-filtering process is put forward to find whether a composition service before planning exists. It can avoid aborted planning. An optimal planning algorithm is proposed which can choose the most suitable service from a lot of similar candidate services based on semantic service chains and multi-QoS values. The algorithms can improve the correctness and automation performances of automated semantic web services composition. As an example, a concrete composite process is analyzed. Experimental results show the validity of the composite process.

A Strategy of Density-Based Partitioning for Scalability Problem in Network Self-management

A density-based partitioning strategy is proposed for large domain networks in order to deal with the scalability issue found in autonomic networks considering, as a scenario, the autonomic Quality of Service （QoS） management context. The approach adopted focus as on obtaining dense network partitions having more paths for a given vertices set in the domain. It is demonstrated that dense partitions improve autonomic processing scalability, for instance, reducing routing process complexity. The solution looks for a significant trade-off between partition autonomic algorithm execution time and path selection quality in large domains. Simulation scenarios for path selection execution time are presented and discussed. Authors argue that autonomic networks may benefit from the dense partition approach proposed by achieving scalable, efficient and near real-time support for autonomic management systems.

Economic Cost-Effectiveness of the Implementation of the Quality Standard ISO 9001 in the Health Sector

The quality standard ISO 9001 helps and enables organizations, regardless of the sector where they exist, to implement the quality management properly. Recent years have attracted attention to the possibilities of implementing this standard in the health sector and the economic viability of that long-term investment. Health care organizations are recognizing the value system that combines all the criteria for managing quality, including management of business, compliance and management of procedural steps, and most importantly, the total quality management. In general, the implementation of ISO 9001：2008 standard for quality in health care institutions is seen as an opportunity to improve the quality of health care, and the entire process is to be completed by reducing costs and improving services in the sector. The implementation of a quality standard is directed towards patients, medical staff, and management in order to achieve reduction and complete relief from the pain, correct and professional services, conducted services with an appropriate skilled and professional care to obtain results that are comparable to known standards, and protection services with appropriate insurance policies, and the management expects the implementation of a quality system to justify and return their investments. The methods used in this paper are based on the quality standard ISO 9001：2008--Quality Management System and the Guidelines for Improving Performance, developed based on ISO 9004：2000： Quality Management System-43uidelines for Continuous Improvement. These guidelines contain a big part of the text in ISO 9004：2000, but they are supplemented with specific guidelines for their implementation in the health sector. The implementation of the system and monitoring guidelines evidently contributes to the overall resolution and closure of problems in over 50% of cases. This not only results in saving money for the institution, but it also globally leads to reduced variations in the healing process. Expected benefits from implementing the system in the health care sector in the Republic of Macedonia relate to providing a substantial foundation for obtaining all the necessary facilities and reduction of the costs by reducing the inappropriate staff in exactly determined departments. Implementation of future accreditation processes can be accomplished in a much shorter period of time, especially when there is good communication and cooperation among the departments. Improved working systems, processes, and final results inevitably contribute to happy and healthy patients.

Adaptive service configuration approach for quality of service management in ubiquitous computing environments

Mobility and resource-limitedness pose challenging issues to service configuration for quality of service (QoS) management in ubiquitous computing environments. Previous configuration approaches, such as static resource reservation, dynamic resource allocation and single service composition are not valid in the environments. In this study, we present an adaptive service configuration approach. Firstly, we reduce the dynamic configuration process to a control model which aims to achieve the variation of critical QoS on minimal level with less resource cost. Secondly, to deal with different QoS variations, we design two configuration strategies—service chain reconfiguration and QoS parameter adjustment—and implement them based on fuzzy logic control theory. Finally, a configuration algorithm is developed to flexibly employ the two configuration strategies in tune with the error of critical QoS in configuration process. The results of simulation experiments suggest that our approach outper- forms existing configuration approaches in both QoS improvement and resource utilization.