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Showing papers on "Service system published in 1986"


Journal ArticleDOI
TL;DR: In this article, the strategic trade-offs involved in having customers on-site, and the HRM practices that can influence the satisfaction and performance of customers within the organization, are described.
Abstract: On-site service encounters blur the organizational boundary between employees and customers. The strategic trade-offs involved in having customers on-site, and the HRM practices that can influence the satisfaction and performance of customers within the organization, are described. Central points include the HRM practices that foster a climate for service and that provide customers the role clarity, ability, and motivation they require to contribute to service production and delivery.

510 citations


Journal ArticleDOI
TL;DR: At issue is the ability of communities to maintain a viable service sector predicated on service needs and service accessibility, as opposed to a highly discrete, medicalized, and fragmented service delivery system that is available primarily (or only) to those who can pay.

15 citations


Journal Article
TL;DR: In this paper, the authors discuss the results of a survey on operating characteristics, costs and contractual arrangements of contracted transit services, and the role of competition in maintaining private contractor cost levels.
Abstract: This article which foresees service contracting assuming a more prominent role in the service delivery system, discusses the results of a survey on operating characteristics, costs and contractual arrangements of contracted transit services. Patterns of service contracting, and operating characteristics of contract services are examined. Cost comparisons are made, and the role of competition in maintaining private contractor cost levels are discussed. Transit service contracting is a well-established practice among the smaller public transit systems, and widely used for specialized services among large transit systems. Also, most service sponsors are already using various contracting practices believed to promote cost-effectiveness. Although the concept is not a panacea for transit's fiscal problem, evidence indicates that significant cost savings will result from contracting.

14 citations


Journal ArticleDOI
TL;DR: The Multipurpose Senior Services Project implemented a case management model of service coordination for aged Medicaid recipients at eight sites throughout California showing that MSSP increased longevity, decreased nursing home days, and decreased hospital days (in 1982); these results were most efficient for the frailest clients.
Abstract: The Multipurpose Senior Services Project implemented a case management model of service coordination for aged Medicaid recipients at eight sites throughout California. The answers to the evaluation questions-"What works?", "For whom?", and "At what cost?" provide policy direction for longterm care programs. The research and demonstration Project ended in June 1983 and an on-going Program began in July 1983. Dynamic modeling of the outcomes of MSSP and of a comparison group served by the existing service system showed that MSSP increased longevity, decreased nursing home days, and decreased hospital days (in 1982); these results were most efficient for the frailest clients. This group had the greatest savings in public service dollars, with the Federal government the beneficiary through lower than expected Medicare expenditures. In-home supportive services proved to be the most productive non-medical service in both systems, but was more productive through MSSP. The evaluation methodology provides a multiv...

12 citations


Journal ArticleDOI
TL;DR: In this paper, a teaching strategy for service industries has been proposed, which emphasises the use of service cases and examples to illustrate the application of operations management approaches; an understanding of the key contextual differences in the service environment; and the development of electives focusing on specific service features in operations management.
Abstract: Most Western countries are demonstrating a trend in the public and private sector away from traditional manufacturing operations. This has resulted in customer‐led pressure for Production/Operations Management teachers to give service operations equal time with manufacturing. Service industries have the same operating issues as manufacturing but for effective teaching two aspects must be considered. The first is the context of service operations and the second is those differences that do exist between manufacturing and services. A teaching strategy is proposed. This emphasises the use of service cases and examples to illustrate the application of operations management approaches; an understanding of the key contextual differences in the service environment; and the development of electives focusing on specific service features in operations management. Examples from undergraduate and postgraduate teaching are given.

12 citations


Journal ArticleDOI
TL;DR: The development of an integrated system for the storage of items and the construction and analysis of tests is described, being developed both as a general facility for the Dutch Institute of Educa tional Measurement and as a support systems for the use and maintenance of item banks in schools.
Abstract: The development of an integrated system for the storage of items and the construction and analysis of tests is described The system is being developed both as a general facility for the Dutch Institute of Educa tional Measurement and as a support system for the use and maintenance of item banks in schools The methodology of developing the system is described with attention to the system architecture and to the re sults of the first stage of the system development

8 citations



Journal ArticleDOI
TL;DR: The service system often impedes or prevents the transition of developmentally disabled persons from school to work by fostering attitudes of dependency, creating major work disincentives, failing to provide adequate vocational service to many severely disabled persons, and by being poorly coordinaed.
Abstract: Many public programs provide services and support to developmentally disabled adults. Unfortunately, this services system often impedes or prevents the transition of developmentally disabled persons from school to work. It does so by fostering attitudes of dependency, creating major work disincentives, failing to provide adequate vocational service to many severely disabled persons, and by being poorly coordinaed. The changes that need to be made in the service system to reduce or eliminate these problems do not constitute major departures from current policies and are unlikely to be costly.

5 citations


01 Jan 1986
TL;DR: A system for collecting and processing panel data that represents an improvement over systems generally used for that purpose is presented and comprehensive crosslinkage of data permits use of data for a variety of practical applications without delays in processing and analysis.
Abstract: The literature on demographic estimation has emphasized techniques for the analysis of incomplete or defective data. Relatively little attention has been addressed to developing data collection and processing systems which minimize the possibility that defects will arise. This paper presents a system for collecting and processing panel data that represents an improvement over systems generally used for that purpose. A Sample Registration System (SRS) has been implemented in 5 rural subdistricts of Bangladesh by the International Centre for Diarrhoeal Disease Research Bangladesh (ICDDRB) for assessing the impact of the MCH-FP Project a collaborative rural health and family planning field experiment of the ICDDRB and the Ministry of Health and Population Control (MOHPC). The SRS provides information on the intensity of domiciliary services the quality and content of services and the effect of services on health and family planning behavior and demographic dynamics. This paper reviews features of the SRS that contribute to data quality. Data are edited at the time of entry and queries are fed back to interviewers within a few days of data collection for corrective action. Continuous interaction of the processing system with the field system is posited to be an important resource in maintaining data quality. Comprehensive crosslinkage of data permits use of data for a variety of practical applications without delays in processing and analysis. Examples of the use of the SRS for the analysis of demographic dynamics and service operations are reviewed (authors).

5 citations


Journal ArticleDOI
TL;DR: In this article, a general study of existing information systems with preliminary results from an in-depth analysis of road maintenance management is presented, which suggests that not only is there wide variety in the level of use of electronic data processing equipment but viewpoints also differ on minimum criteria for good management practice in local government.

4 citations



Journal ArticleDOI
TL;DR: The steady-state joint distribution of the number of busy and under repair servers is insensitive to the form of the service and repair time distribution depending only on their means.
Abstract: In this paper we consider an M | G | k loss system with servers subject to random breakdowns. Such a system has k servers whose customers arrive in a Poisson process. They are served if there is an idle server, otherwise they balk and do not return later. Each server is subject to random breakdowns which occur only when he is busy. During the repair period the server stays inactive, while the customer whose service was interrupted waits and his service is continued just after the server’s repair. As is proved the steady-state joint distribution of the number of busy and under repair servers is insensitive to the form of the service and repair time distribution depending only on their means. A cost model solved by an algorithmic method is also developed for determining the optimal number of servers and their reliability parameter subject to a budget constraint.

Journal ArticleDOI
TL;DR: In this paper, the problem of determining the number and locations of emergency service depots for private cars in Belgrade is dealt with, and an appropriate simulation model is developed and tested on real data pertaining to Belgrade which has a centralized system.
Abstract: In a great number of cities, with an increased degree of motorization and urban sprawl, an increased number of emergency calls involving private cars which had a breakdown or accident has been observed. If a city has only one emergency service depot, the service time is usually very long. By decentralizing the emergency service system, the average service time is reduced. This paper deals with the problem of determining the number and locations of emergency service depots for private cars in Belgrade. In this connection, an appropriate simulation model was developed and tested on real data pertaining to Belgrade which has a centralized system.

Journal ArticleDOI
TL;DR: In this article, the organizational and legislative features of a U.S. Ocean Resources Service modeled on the land-based U. S. Forest Service are discussed, as well as arguments favoring and opposing USORS formation.
Abstract: Responding to recent calls for a multiple use, multiple resource approach to marine resource management, this paper sketches the organizational and legislative features of a hypothetical U. S. Ocean Resources Service modeled on the land-based U.S. Forest Service. The organization of the Washington, DC headquarters of the USDRS and the staff groups within what is called the National Ocean System of the USORS are outlined. USORS field units which correspond to USFS Regions, Forests, and Ranger Districts are described. Potential USORS legislative interventions are reviewed, using the chain of legislative interventions into Forest Service operations over the past quarter century as a model. Five potential legislative acts are discussed as are arguments favoring and opposing USORS formation.

Patent
26 May 1986
TL;DR: In this paper, the authors propose to improve the safety to data revision such as address revision and to decrease the number of communication between networks by dividing an address table into an own network address table and other network address tables and forming the other address table that a representative address table is retrieved from the name of the other network device.
Abstract: PURPOSE:To improve the safety to data revision such as address revision and to decrease number of communication between networks by dividing an address table into an own network address table and other network address table and forming the other network address table that a representative address table is retrieved from the name of the other network device. CONSTITUTION:When the device name to a transmitted name service request is an output device 303 belonging to theother network 3, a name service device 201 retrieves an address table in a storage device, finds out a physical address of the name service device 201 corresponding to an output device 303 from the other network address table and transmits a name service request command and the device name of the output device 303 to a name service device 203 on the network 3 via gateways 12 and 23.

Patent
12 Sep 1986
TL;DR: In this article, a bus change-over control device 52 uses the register which can access respectively from the normal service to the holding system, and obtains the period of the bus changeover.
Abstract: PURPOSE:To change over a bus to a holding system at the time of the abnormality of a normal service system and to continue the control by providing a bus change-over control circuit to change over bumplessly the system bus from a normal service system to a holding system or from a holding system to a normal service system in accordance with the command from the holding system. CONSTITUTION:A bus change-over control device 52 uses the register which can access respectively from the normal service to the holding system, and obtains the period of the bus change-over. To a holding system CPU 2, a forcible change-over request signal 300 is inputted, it is the change-over request from a normal service system a normal service system CPU 1 to the holding system CPU 2, and when the control action is already executed, the program execution is continued as it is. When the control action is not executed, the register is set, and after the delay time of Ts+alpha for which a constant spare time alpha is added at a control period Ts, the change-over command is given through a bus 101 to a bus change-over circuit 52, from the normal service system to the holding system. After change-over switches 54-56 are changed over to a B side, the register is reset and the execution of the program is started.

Journal ArticleDOI
TL;DR: This paper is a detailed account of an O.R.R study into the balance between manpower and workload for Negas essential service operations outside normal working hours.
Abstract: This paper is a detailed account of an O.R. study into the balance between manpower and workload for Negas essential service operations outside normal working hours. A brief history of the project is described, with particular emphasis on the problems which had to be overcome. A simulation model was used for the study, and the choice of this approach, and its resulting benefits and drawbacks are also discussed.

Journal ArticleDOI
TL;DR: In this paper, the authors discuss the design, modeling, and simulation of a vanpooling service system and demonstrate that the cost per participant is approximately half the cost that is involved in private transportation.

Journal ArticleDOI
TL;DR: Experiments with a simulation model where the above assumptions have been relaxed indicate that the results are significantly affected by these assumptions and that the steady state may take too long to reach.
Abstract: Locational issues arise in the provision of urban services; for in stance, finding an optimal home location for a service facility in an urban setting is difficult when the interarrival times of se...


Journal Article
TL;DR: In this article, the authors developed a cost model for privately contracted commuter bus service and applied it to three situations and the results were satisfactory; it estimated route costs within 2 to 12 percent of the average actual values in each case.
Abstract: Provision of public transportation services by the private sector is often cited as a strategy for reducing transit costs and required subsidies. Attempts to compare public agency and private contractor service costs for transit operations of a significant size are complicated, however, by the small number of comparable services now being provided and by the difficulty of comparing estimates of public and private costs when only a portion of the service delivery system is being contracted. An approach is presented in this paper to remedy one aspect of this cost comparison problem by developing a cost model for privately contracted commuter bus service. This model permits the full service costs of a privately contracted commuter bus operation to be estimated. The model utilizes a fixed-variable expense approach to estimate cost, and is based on information obtained from actual commuter bus contractors for two large transit systems. Capital charges, which depend on vehicle use as well as vehicle cost and contract length, represent a major portion of service costs. The model was applied to three situations and the results were satisfactory; it estimated route costs within 2 to 12 percent of the average actual values in each case. The model performed much better than two previously developed models and appears satisfactory for its intended purpose.