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1
Lukavcová, Kateřina. "Problematika implementace ITSM." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-165191.
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The main objective of this diploma thesis is to identify the problems (restrictions, impasses) which are connected with the practical implementation described in the ITIL publication - the processes of ITSM. For achieving these objectives it was necessary to study extensive library of methodologies and standards that are being used in the area of IT service management (i.e. ITIL, CobiT, and ISO 20000). The conclusion is based on the results of consultations with the practicing specialists. The form of these consultations was a questionnaire elaborated in advance. The whole thesis can be separated into two logical units: the theoretical one and the practical one. The structure of theoretical part and the content of individual chapters are designed so that the reader can progressively acquire knowledge about the position of ITSM/ITIL in the area of methodologies and legislative standards intended for operating organization as a whole. In the other part of this thesis the relationship between, actually the most prestigious, two approaches to IT service management: ITSM and IT Governance is described. The chapter presenting other similar methodologies for IT service management follows in logical sequences. The introduction of practical part is dedicated to the basic characteristics of various ways of ITSM implementation (from the position of system integrator, in the form of internal project and in the public sector). The conclusion is divided into three units of the same titles as the main headstones of ITSM, these headstones are: the people, the tools and the processes. For every single unit I have elaborated the summary of the restrictions and the impasses that can appear during practical implementation of ITSM. The main contribution of this diploma thesis is just the last-mentioned, the compilation of summary of impasses related do the practical implementation of IT Service Management.
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Rabbi, Md Forhad. "An IT Service Taxonomy for Elaborating IT Service Catalog." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3440.
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In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy.
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Antalík, Dominik. "Návrh zavedení ITSM s využitím rámce ITIL se zaměřením na bezpečnost." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2018. http://www.nusl.cz/ntk/nusl-378360.
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The diploma thesis solves proposals for improving the quality of providing IT services and their optimization in the interest of the company and its business goals. For the needs of user-friendly IT services with optimized cost, the processes, functions, roles of employees and technology need to be a benefit for the business. By adopting and adapting the ITIL framework, it will be possible to increase the efficiency and effectiveness of providing IT services, to clearly define the IT service management and to define the main processes with the relevant objectives. The ITIL framework uses best practices that have been successfully used in other organizations. Practically proven processes, improved service quality and long-term optimization with continuous improvement offer cost-cutting potential. ISO/IEC 27013:2015 provides guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 200001 will be helpful in maintaining the integrity of the current information security management system with the design of IT services management.
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Gryc, Václav. "Integrace ITSM aplikací prostřednictvím webových služeb a IBM cloudu." Master's thesis, Vysoké učení technické v Brně. Fakulta elektrotechniky a komunikačních technologií, 2021. http://www.nusl.cz/ntk/nusl-442350.
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This thesis is focused on developing software with ITSM integration features. The aim of this work is to design a suitable software architecture for integration applications in a cloud environment. Due to the use of the solution for many customers, emphasis is placed on sustainability and reusability. After wide technology analysis, a web application has been created that is fully configurable to meet a wide range of customer needs. It is decided to use the Node.js environment and the Loopback 4 framework for application development. To ensure lower costs for the operation of cloud resources, compared to competing technologies such as Java. The entire system is deployed in IBM Cloud. The resulting application is put into production by IBM.
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Šimčík, Vlastimil. "Model Incident managementu v dialogovém rozhraní e-commerce." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-223118.
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This essay deal with implementation of the Incident management as one of the possible means to minimize risks and losses arising from failures in the organization’s infrastructure and inaccessibility of their "business-critical" applications. It focuses primarily on the organization focused on electronic commerce.
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Ramachandran, Selvakumar, and Lavanya Santapoor. "An Exploratory Study on the Relationship between Software Management and IT Service Management." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3163.
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Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services.The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management
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Assad, Muhammad Imran, and Mian Abbas Ahmad. "Guidelines for ITIL Implementation : A Framework for IT Service Management." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-28764.
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Information Technology Infrastructure Library (ITIL) is the most popular andthe influential framework for IT Service Management (ITSM). It is used for ITgovernance, management and control of IT services. It comprises of definedand best practices, developed in 1980’s by British Government Central ComputerTelecommunication Agency. The purpose of this thesis is to present theguidelines to implement ITIL. Available literature on ITIL discusses the importanceof ITIL, its benefits, facilitating and challenging factors associatedwith implementation. But the steps to implement ITIL have so far not beendiscussed. We take the opportunity to explore empirical data from industry andliterature to get to know different strategies and approaches used by IT professionalsfor implementing the ITIL framework.To fulfil the purpose, we stated three research questions: “What are facilitatingfactors for the ITIL Implementation?”, “What are the challenging factors forthe ITIL Implementation?”, and “Based on facilitating factors and barriers,what are the guidelines for a successful ITIL implementation?”. Literature wasreviewed to extract required factors and senior IT professionals from two organisationswere interviewed to get to know what factors had been facilitators and barriers for them. The extracted factors were compiled, grouped and analysedto develop implementation steps. The result of this thesis is a framework developed implementation steps, which any organisation can use as guidelineto adapt ITIL framework. These steps consist of four phases highlighting significantfactors needed for the successful implementation. Among the highlighted factors were top management support, ITIL skills of implementer, resistanceto change, financial support, staff training, process mapping, documentation,project management and governance are the most important factors which influence the implementation process.
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Grewal, Sandeep Kaur, and n/a. "Issues in IT Governance & IT service management - a study of their adoption in Australian universities." University of Canberra. Information Sciences & Engineering, 2006. http://erl.canberra.edu.au./public/adt-AUC20060804.092632.
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IT service management (ITSM) has emerged as one of the approaches to implementing IT
Governance in Australian Universities. A number of ITSM frameworks have been proposed
however, IT Infrastructure Library (ITIL) and Control OBjectives for Information and related
Technology (COBIT) have been most widely accepted and implemented internationally and
within Australia.
The research reported in this thesis was undertaken to shed light on the issues related to ITIL
adoption and implementation within Australian universities. To date academic research in ITIL
adoption and implementation has not been extensive as it is comparatively a new framework,
especially within Australian universities.
The theoretical framework proposed in this thesis has IT service management as the central
concept, implementing IT Governance to align the university and technology. This framework is
used to examine the experience of ITIL adoption in seven Australian universities, plus a detailed
case study on one university�s experience.
This research reveals a complex web of factors relating to ITIL implementation including; the
pre-implementation process; processes implemented; order of implementation; hiring external
expertise;, tool selection;, staff training; ongoing assessments; managing cultural change;
managing learning curve and resource strain. The findings provide an insight into practical
lessons for other Australian universities or similar organisations considering implementing IT
Governance through IT Service management frameworks. The method used in this research may
be useful for other organisations and researchers analysing universities and similar organisations
implementing ITIL. IT Governance and IT service management frameworks are diverse and
important areas which open a poorly researched field for further work.
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Soukup, Zdeněk. "Technická podpora managementu incidentů." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2012. http://www.nusl.cz/ntk/nusl-412870.
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The topic of this Master Thesis is Incident Management process as well as other processes which are inseparably linked to it, such as Problem Management, Change Management, Knowledge Management, etc. Main focus of this work is taken to the mentioned processes implementation in the real environment of the real company. Those processes are to be supported by selected information system whereas the selection itself is also part of the project. The processess are compared and optimized with use of Information Technology Infrastructure Library (ITIL).
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Platil, Josef. "Možnosti poskytování služeb veřejné správy pomocí metodiky ITIL." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-85234.
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This thesis aims to answer a question whether it is possible to provide public administration as a service and how can ITIL be used. The thesis is divided into three parts. In the first part of the thesis the theory of management is broken down, the basic concepts are explained and a brief history of the development of public administration in the Czech Republic to the present as well as briefly introducing the expected developments in the near future. The second part of the thesis explains the ITIL framework as the de facto standard for IT management. This Includes the life cycle services, starting with the requirements of customer service through service strategy, service design, service transition, service operation and the ending stages of continuous service improvement. Third section introduces the concept of PAIL as an analogy to the ITIL methodology. Removing the "IT" from "ITIL" makes an "IL", an infrastructure library of good practice, where we find instructions on how to provide, generally, any form of infrastructure services. The essence of this methodology, it the "IL", featuring the specifics of public administration "PA", thus arises as the methodology "PAIL", a " public administration infrastructure library". The design of PAIL takes into account the differences between public administration and providing IT services, however the two methodologies are based on the same principles of service management. As an example of possible implementation in public administration PAIL shows the applicability of the methodology on the example of a single point of contact for the public administration called the "Public Service Desk".
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Vaněk, Michal. "Technická podpora managementu změn." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2013. http://www.nusl.cz/ntk/nusl-236210.
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The project inspects and discusses improvements of the technical assistance of Change Management support within IT service provider. The primary objective of the procet is to analyse and implement a new software tool to display possible improvements. This project involves whole software development proces including requirements collection, systém analysis, design, implementation. In the first part, the IT service management, especially Change Management area and ITIL methodology is described. In the second part, the analysis of current state of the proces implementation and software tool is discussed and proposed opportunities for improvement. In the end, the results are summarized and possibilities of the future improvements are proposed.
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Bergonzoni, Lisa. "Gestione di infrastrutture IT secondo lo standard ITIL: Case Study implementazione processo Transform." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2019.
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Il presente elaborato riguarda il case study di Azienda Ics per cui è stato necessario un processo di cambiamento organizzativo al fine di introdurre un sistema strutturato di gestione dei Servizi IT. Come standard per la gestione dei Servizi IT, ovvero come standard di IT Service Management, è stato utilizzato l'Information Technology Infrastructure Library. Questo è un insieme di best practice che offre un approccio sistematico all'erogazione dei Servizi IT. Si è studiato come implementare questo cambiamento a livello di Organizzazione, Processi, Strumenti e Cultura. E' stato poi effettuato un focus sull'implementazione di alcuni processi primari (per importanza strategica rispetto l'organizzazione), denominati processi di Transform. Si sono analizzati i ruoli, le responsabilità, i workflow e i deliverable necessari al processo. In conclusione, si è evidenziato come, per effettuare un cambiamento efficace, oltre che strutturare l'infrastruttura informatica di un'organizzazione, sia necessario definire i processi e l'organigramma e sviluppare una cultura del cambiamento.
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黎慕儀 and Mo-yi Lai. "Private sector involvement and its impact on service provider and service deliverers." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2001. http://hub.hku.hk/bib/B42576416.
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Wielgosz, Wojciech, and Anna Tourlova. "Introduction of POSO concept by WILO AB and its Benefits for the Company." Licentiate thesis, Växjö University, School of Management and Economics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-1299.
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The Swedish branch of the WILO Group and the daughter of the WILO AG, which is one of the biggest producer of pumps worldwide, is going to introduce a new business organization concept in Sweden and evolve the present company's structure into a more customer-oriented one (Project-Oriented-Service-Organization) based on the experiences of the parental company in Germany – WILO AG.
A new service approach is going to be introduced by a company, which deals with business-to-business customers. Although manufacturers of industrial goods and equipment turn their interest from single transactions to doing business on the long-term scale with their customers, but still not many companies are in this process
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Lindström, Håkan. "Analys och förslag till förbättringar med avseende på GUI och funktion ur ett användbarhetsperpektiv av programvaran Service Desk Manager." Thesis, Linköpings universitet, Institutionen för teknik och naturvetenskap, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-78477.
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Företaget Kerfi AB i Norrköping är en leverantör av informationsteknik och har bland annat specialistkompetens inom service management. För detta använder de programvara från företaget CA technologies. CA Service Desk Manager är en så kallad IT Service Management applikation med processer för samordning och styrning av service management. Under inledande diskussioner kom det fram att även om programvaran har varit i bruk under flera år så finns det fortfarande problem med användargränssnittet. Uppgiften består i att analysera användargränssnittet ur ett användbarhetsperspektiv för att kunna ta fram förslag på olika lösningar till programvarans påpekade brister. För insamling av data användes en expertutvärdering vilket omfattade en heuristisk utvärdering och en consistency inspection. Dessa metoder kompletterades med intervjuer och enkäter för att få fram användarnas åsikter och synpunkter om programvaran. Examensarbetet har resulterat i en samling av förslag till sådant som kan förbättras för de delar av användargränssnittet där brister har upptäckts.
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Mabomba, Annie Chisomo. "Examining Malawi's administrative reform and its impact on service delivery." Thesis, University of Fort Hare, 2011. http://hdl.handle.net/10353/d1001249.
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The advent of multi-party democracy in 1994 spearheaded different reforms in the Malawi public sector. One prominent reform is administrative reform. The new government that was ushered into power instituted a policy on civil service reform and institutional development. The reforms that were introduced aimed at improving performance and enhancing efficiency and effectiveness in the delivery of services. Accordingly, a Public Service Act was promulgated that constituted the clarification of the role of the civil service; equal access to public employment; merit based recruitment and promotion; and increased accountability and transparency in the policies and practices of the public service. This study therefore seeks to examine administrative reforms in Malawi and assess their impact on service delivery. The research further endeavours to explore factors which block the successful implementation of reform programmes, and seeks to come up with areas of improvement which would ensure successful implementation of reform programmes in future. The scope of this research is limited to the current civil service reform programmes and is mainly based on primary and secondary sources of information. The study uses a combination of quantitative and qualitative methods. However, findings reveal that reforms had a negative impact on service delivery since no significant change in the delivery of services was registered. The Malawi civil service continues to suffer from unprofessionalism, inefficiency, corruption and a host of other problems. The study shows the gap between rhetoric and reality of civil service reform programmes in Malawi.
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Mok, Tsz-oon, and 莫梓湲. "Shoppers' evaluation of service quality and its impact on shopping centre management." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2013. http://hdl.handle.net/10722/194927.
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The paper aims at exploring the shoppers’ evaluation of service quality and its impact on shopping centre management. For shopping centre management team, understanding their customers’ perceptions of the centre’s service quality is an important issue as shoppers’ evaluations and perceptions is believed to be highly related to their patronage behaviors and purchase intention. Through a case study of a shopping centre, this research will try to offer some insights on the relationships between evaluations of service quality and the shoppers’ patronage behaviors which may derive some implications for contemporary shopping centre management.
Literatures tell us that people elicit behavior after cognitive processing and formation of emotions. Adopting similar concept, marketing scholars found that customer behaviors are affected by their evaluations of service quality and satisfaction level through their perceptions on product or service attributes in cognitive processing. This study will follow the direction with reference to this model of behavior formation.
In the case study, personal interviews had been conducted with selected shoppers at a shopping centre. They were asked to rate the performance of 36 sub-attributes of the shopping centre under 5 shopping centre attributes, namely “accessibility”, “merchandise”, “retail environment & design”, “services of centre’s staff” and “promotions”. They were also asked about their patronage behaviors at the shopping centre such as frequency of visits, duration of visits, amount of spending etc.
It was found that the shoppers generally had positive evaluations on the centre’s performance on the 5 shopping centre attributes as a whole, especially had high evaluations on “accessibility”, “merchandise” and “services of centre’s staff”. Importance-performance analysis (IPA) was conducted to evaluate the service quality of 36 sub-attributes by comparing shoppers’ perceived actual performance and the importance level. It was found that only 8 sub-attributes, such as “access by public transportation”, “variety of stores” and “quality of stores” were found with high perceived service quality with high perceived actual performance and high importance level to the shoppers compared with other sub-attributes.
These sub-attributes with high perceived service quality were tested with occurrence tendency of patronage behaviors in the correlation analysis. It was found that high perceived service quality on merchandises, facility management and organization of promotion activities to certain extend had influence on manipulating patronage behaviors. However, some results showed that sub-attributes with high perceived service quality showed minimal or even no correlation on any measure patronage behavior parameters.
With reference to the model of purchase behavior regarding perceptions of service quality, the study may reveal that many possible antecedents of formation of shopping centre patronage behaviors may be still unreached in the contemporary studies.published_or_final_version
Housing Management
Master
Master of Housing Management
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Sheehan, Conor. "Emotional self-management and its significance for well-being in service work." Thesis, University of Brighton, 2017. https://research.brighton.ac.uk/en/studentTheses/e0c0941b-4fb5-48a9-bcf5-03e15b4f55e8.
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This study investigates service workers’ experiences of managing their emotions and how they make sense of these in relation to their perceived well-being. It responds to calls within the sociology of service work literature for a more definitive focus upon the dynamic complexity of service agents’ ‘emotional self-management’ and their self-care across, in addition to within, specific occupational contexts. The still novel qualitative methodology, interpretative phenomenological analysis (‘IPA’) was adopted because of its emphasis upon gathering experiential data from a first person viewpoint. This choice of IPA was innovative, not only because of its virtual invisibility in service research to date, but also because it was methodologically augmented using artefact elicitation technique. A purposive, non-random, sample of twelve participants was drawn, six from each of two specific occupational groups; air cabin crew and nurses, with respondents participating in a series of in-depth, loosely structured interviews over an extended timeframe. The findings revealed that three key relationships lay at the heart of how participants made sense of their emotional experiences; service agents’ themselves, their interaction with working colleagues and those whom they served. Relationships were played out within dynamic climates of authenticity, falseness, loyalty or betrayal and often interpreted by respondents in terms of their inherent degrees of truth, trust, dignity and pride. This study contributes to contextual and theoretical understanding by offering fresh insights on service agents’ emotional experiences as mediating influences in their socially constructed sense of selves and their well-being. This is one of very few studies which emphasise idiographic contexts within the broader patterns of worker–customer relations, transcending the traditionally delineated occupational boundaries of nursing and commercial service work. New knowledge has been created by considering individuals’ feelings about their work in this way thus prompting a reconsideration of emotion effort in terms of its complexity, challenge and occupational context.
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Guo, Jia. "Trust-based Service Management of Internet of Things Systems and Its Applications." Diss., Virginia Tech, 2018. http://hdl.handle.net/10919/82854.
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A future Internet of Things (IoT) system will consist of a huge quantity of heterogeneous IoT devices, each capable of providing services upon request. It is of utmost importance for an IoT device to know if another IoT service is trustworthy when requesting it to provide a service. In this dissertation research, we develop trust-based service management techniques applicable to distributed, centralized, and hybrid IoT environments.
For distributed IoT systems, we develop a trust protocol called Adaptive IoT Trust. The novelty lies in the use of distributed collaborating filtering to select trust feedback from owners of IoT nodes sharing similar social interests. We develop a novel adaptive filtering technique to adjust trust protocol parameters dynamically to minimize trust estimation bias and maximize application performance. Our adaptive IoT trust protocol is scalable to large IoT systems in terms of storage and computational costs. We perform a comparative analysis of our adaptive IoT trust protocol against contemporary IoT trust protocols to demonstrate the effectiveness of our adaptive IoT trust protocol. For centralized or hybrid cloud-based IoT systems, we propose the notion of Trust as a Service (TaaS), allowing an IoT device to query the service trustworthiness of another IoT device and also report its service experiences to the cloud. TaaS preserves the notion that trust is subjective despite the fact that trust computation is performed by the cloud. We use social similarity for filtering recommendations and dynamic weighted sum to combine self-observations and recommendations to minimize trust bias and convergence time against opportunistic service and false recommendation attacks. For large-scale IoT cloud systems, we develop a scalable trust management protocol called IoT-TaaS to realize TaaS. For hybrid IoT systems, we develop a new 3-layer hierarchical cloud structure for integrated mobility, service, and trust management. This architecture supports scalability, reconfigurability, fault tolerance, and resiliency against cloud node failure and network disconnection. We develop a trust protocol called IoT-HiTrust leveraging this 3-layer hierarchical structure to realize TaaS.
We validate our trust-based IoT service management techniques developed with real-world IoT applications, including smart city air pollution detection, augmented map travel assistance, and travel planning, and demonstrate that our trust-based IoT service management techniques outperform contemporary non-trusted and trust-based IoT service management solutions.Ph. D.
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Chan, Hon-sang, and 陳漢生. "The estate management service of the Housing Department: a study of its privatization." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2000. http://hub.hku.hk/bib/B31966111.
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Chan, Hon-sang. "The estate management service of the Housing Department : a study of its privatization /." Hong Kong : University of Hong Kong, 2000. http://sunzi.lib.hku.hk/hkuto/record.jsp?B22050607.
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Kondamudi, Harini. "Web Service for Knowledge Management Information Tool (KMIT) Hotline module and its Security." FIU Digital Commons, 2010. http://digitalcommons.fiu.edu/etd/262.
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This thesis presents the development of a Web Service for the Hotline module of the Knowledge Management Information Tool (KMIT), a tool that is custom built for the decontamination & decommissionin (D&D) community of the Department Of Energy (DOE). The Hotline module allows interested users to post problems to specific areas of interest in the field of D&D. Various clients working with DOE and KMIT want to display the latest published problems of KMIT Hotline search in their own applications on a regular basis. Considering one of the major benefits of Web Services is the ease of integration of one piece of software with another, the Hotline Service is successfully developed and can be plugged into client’s applications by adding a reference to it. In such a distributed environment, messages can flow from node to node, through firewalls, onto the internet and through various intermediaries. This introduces a variety of message security threats. The research for this thesis included a study of the various security risks and scenarios. Appropriate security model is designed and is successfully implemented. Hotline Service can authenticate the client and ensure confidentiality making the service secure to communicate with
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Wang, Yating. "Trust-Based Service Management for Service-Oriented Mobile Ad Hoc Networks and Its Application to Service Composition and Task Assignment with Multi-Objective Optimization Goals." Diss., Virginia Tech, 2016. http://hdl.handle.net/10919/70965.
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With the proliferation of fairly powerful mobile devices and ubiquitous wireless technology, traditional mobile ad hoc networks (MANETs) now migrate into a new era of service-oriented MANETs wherein a node can provide and receive service from other nodes it encounters and interacts with. This dissertation research concerns trust management and its applications for service-oriented MANETs to answer the challenges of MANET environments, including no centralized authority, dynamically changing topology, limited bandwidth and battery power, limited observations, unreliable communication, and the presence of malicious nodes who act to break the system functionality as well as selfish nodes who act to maximize their own gain.
We propose a context-aware trust management model called CATrust for service-oriented ad hoc networks. The novelty of our design lies in the use of logit regression to dynamically estimate trustworthiness of a service provider based on its service behavior patterns in a context environment, treating channel conditions, node status, service payoff, and social disposition as 'context' information. We develop a recommendation filtering mechanism to effectively screen out false recommendations even in extremely hostile environments in which the majority recommenders are malicious. We demonstrate desirable convergence, accuracy, and resiliency properties of CATrust. We also demonstrate that CATrust outperforms contemporary peer-to-peer and Internet of Things trust models in terms of service trust prediction accuracy against collusion recommendation attacks.
We validate the design of trust-based service management based on CATrust with a node-to-service composition and binding MANET application and a node-to-task assignment MANET application with multi-objective optimization (MOO) requirements. For either application, we propose a trust-based algorithm to effectively filter out malicious nodes exhibiting various attack behaviors by penalizing them with trust loss, which ultimately leads to high user satisfaction. Our trust-based algorithm is efficient with polynomial runtime complexity while achieving a close-to-optimal solution. We demonstrate that our trust-based algorithm built on CATrust outperforms a non-trust-based counterpart using blacklisting techniques and trust-based counterparts built on contemporary peer-to-peer trust protocols. We also develop a dynamic table-lookup method to apply the best trust model parameter settings upon detection of rapid MANET environment changes to maximize MOO performance.Ph. D.
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CARMO, ANNIBAL JOSE RORIS RODRIGUEZ SCAVARDA DO. "EVOCATIVE METHODOLOGY FOR CAUSAL MAPPING AND ITS PERSPECTIVE IN THE OPERATIONS MANAGEMENT WITH INTERNET-BASED APPLICATIONS FOR SUPPLY CHAIN MANAGEMENT AND SERVICE MANAGEMENT." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2004. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=5331@1.
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COORDENAÇÃO DE APERFEIÇOAMENTO DO PESSOAL DE ENSINO SUPERIORA compreensão dos atuais processos produtivos é essencial neste momento em que o conhecimento tornou-se um importante gerador de valor. Uma visão holística dos conhecimentos que estão disseminados, de forma dispersa, entre profissionais, consultores e acadêmicos é necessária para a síntese de novas teorias da produção. Pesquisadores de gerência de operações freqüentemente usam mapeamento causal como um mecanismo para construir e comunicar teorias, particularmente em suporte à pesquisa empírica. As abordagens mais usuais para capturar dados cognitivos para um mapa causal são brainstorming e entrevistas, os quais exigem muito tempo e apresentam um significativo custo em sua implementação. Esta tese visa gerar uma metodologia (Metodologia Evocativa para Mapeamento Causal - ECMM) voltada para aplicação em pesquisa sobre gerência de operações para coletar e estruturar dados disseminados de forma desagregada, como conhecimento e experiência profissional e acadêmica, contidos nas opiniões de um grande número de especialistas dispersos demograficamente e geograficamente. Isto é alcançado evocando opiniões, codificando-as em variáveis e reduzindo o grupo em conceitos e relações. Tem-se uma especial preocupação em conseguir este objetivo em tempo factível e com baixo custo. A coleta de dados é assíncrona, via Internet, possui dois ou três turnos (à semelhança do método Delfos). A análise de dados usa codificação, técnica de grupamento hierárquica e escalamento multidimensional para identificar conceitos na forma de mapas cognitivos. A ECMM foi ilustrada com aplicações que demonstram sua viabilidade. Aplicou-se nas áreas de gestão da cadeia de suprimento (SCM) e administração de serviços (SM) com a participação de aproximadamente 1.300 respondentes de empresas e universidades de quase 100 países. Dentre os desdobramentos para pesquisas futuras propõe-se aplicar nas áreas de ECMM em SCM e SM visando a uni-las em um tema: gestão da cadeia de suprimento de serviços.
The understanding of the present productive processes is essential at this moment when knowledge became an important value creator. A holistic vision of the pieces of knowledge that are spread out and dispersed among practitioners, consultants and academics is necessary for the synthesis of new theories of production. Operations management researchers often use causal mapping as a key tool for building and communicating theory, particularly in support of empirical research. The widely accepted approaches for capturing cognitive data for a causal map are informal brainstorming and interviews, which require a time- consuming and significant cost of implementation. This dissertation aims at creating a methodology (Evocative Causal Mapping Methodology - ECMM) intended for use in operations management research for collecting and structuring dispersed data spread out as practical and research knowledge, and experience contained in the opinions of a large number of specialists demographically and geographically scattered. This is accomplished by evoking opinions, encoding them into variables and reducing the resulting set to concepts and relationships. A special concern is to achieve this goal in a feasible time and cost- efficient way. ECMM consists of two or three round, Delphi- like, Internet-based asynchronous data collection, and a data analysis that uses a coding panel of experts, hierarchical cluster analysis and multidimensional scaling for identifying concepts on cognitive map formats. Applications illustrate ECMM and demonstrate its feasibility. They were developed on supply chain management (SCM) and service management (SM) involving about 1,300 respondents of companies and universities of about 100 countries. Among possible unfolding future studies, this dissertation proposes to apply ECMM in SCM and SM aiming at unifying them into a single topic: service supply chain management.
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Lam, Kit Peng. "Service quality and its implications to management : a case of Luso International Banking Ltd." Thesis, University of Macau, 1999. http://umaclib3.umac.mo/record=b1636736.
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Albadry, Omaima Munawar. "Strategic management and its impact on university's service quality : the role of organisational commitment." Thesis, University of Plymouth, 2016. http://hdl.handle.net/10026.1/4254.
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The higher education sector in developing countries is currently facing several challenges generated by a dynamic environment and characterised by rapid technological change and increased demand. This thesis aims to examine the direct and indirect associations between the components of the strategic management, as well as its impact on service quality of university institutions within the Kingdom of Saudi Arabia. Additionally, this thesis tests a mediation effect regarding organisational commitment within the relationship between strategic management and service quality. This thesis employs a quantitative method, and a theoretical model is built based on thorough literature reviews concerning strategic management and service quality. With regard to the findings of the empirical research, six main constructs were successfully validated as multi-dimensional constructs. These were used as within structural equation modelling to analyse influencing factors—be they positive or negative—and the degree to which the creation and operations of such collaborations were successful. The structural paths support hypotheses suggesting that strategic management process has a direct positive influence on organisational commitment and that commitment makes a positive, though weak, contributions to service quality. However, the direct impact of strategy implementation and evaluation upon service quality is insignificant. Furthermore, the result showed a partial mediation between strategic planning and service quality, as well as between strategy formalisation and service quality. However, the relation between implementation and service quality, as well as between evaluation and service equality is fully completed. The proposed model was tested empirically using survey data obtained from those 404 senior managers and academic staff from the Kingdom of Saudi Arabia’s Universities who were involved on this study. This thesis synthesises the Social Exchange Theory, Perceived Organisational Support theory and a relational view to explain how commitment influences the Strategic Management process as well as the attributes of Service Quality.
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Ferrel, Tyrone H. "Rapid, value-based, evolutionary acquisition and its application to a USMC tactical service orientated architecture." Thesis, Monterey, Calif. : Naval Postgraduate School, 2009. http://edocs.nps.edu/npspubs/scholarly/theses/2009/Jun/09Jun%5FFerrel.pdf.
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Thesis (M.S. in Information Technology Management)--Naval Postgraduate School, June 2009.Thesis Advisor(s): Hayes-Roth, Rick. "June 2009." Description based on title screen as viewed on July 13, 2009. DTIC Identifiers: Defense acquisition, RVEA (Rapid Value-based Evolutionary Acquisition), rapid acquisition. Author(s) subject terms: Acquisition, Defense Acquisition, Rapid Acquisition, Project Management, Program Management, Service Oriented Architecture, Tactical Service Oriented Architecture. Includes bibliographical references (p. 75-79). Also available in print.
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Dixon, John. "The reform of the Australian Public Service : commercialisation and its implications for public management education /." View thesis, 1995. http://library.uws.edu.au/adt-NUWS/public/adt-NUWS20030818.114628/index.html.
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Jouvenot, Martin. "Structural complexity in service-oriented systems and its effects on system evolution and performance : a multi-cases study." Thesis, Massachusetts Institute of Technology, 2019. https://hdl.handle.net/1721.1/122439.
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Thesis: S.M. in Engineering and Management, Massachusetts Institute of Technology, System Design and Management Program, 2019Cataloged from PDF version of thesis.
Includes bibliographical references (pages 80-81).
In a dynamic, uncertain environment where flexibility and responsiveness are key, companies are trying to adapt. In their quest for agility, they adopt new processes but also new architecture principles. Among them, Service-Oriented Architecture was meant to allow enterprise systems to become modular. Enhanced modularity would in turn lead to better agility. Yet the correlation between SOA adoption and improved agility performance remains to be seen. Breaking down systems into services is indeed not enough to achieve modularity. This research explores the effects of the structural complexity of composition of services on their performances and capacity to evolve. It does it by conducting a multi-case study on a set of web services responsible for complex tasks in a large and complex system. Drawing from the existing literature, structural complexity is broken down in two dimensions: components and interactions complexities. The effects of both dimensions are studied. While this thesis could not prove a direct effect of structural complexity on robustness and time to deliver, it shows strong evidence of an adverse effect of structural complexity on response time, coordination needs and ability to understand the system. This thesis also looks at the design decisions that can lead to complexity, proposes an enhancement of the structural complexity computation by looking at shared data and suggests conceptual integrity as a necessary complement to a pure structural analysis. The paper concludes with suggestions for potential future research.
by Martin Jouvenot.
S.M. in Engineering and Management
S.M.inEngineeringandManagement Massachusetts Institute of Technology, System Design and Management Program
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El, Shafeey Tarek. "Radical service innovation capabilities and competences and its performance measurement in the Egyptian banking sector." Thesis, University of Portsmouth, 2013. https://researchportal.port.ac.uk/portal/en/theses/radical-service-innovation-capabilities-and-competences-and-its-performance-measurement-in-the-egyptian-banking-sector(eff013ba-0aed-440a-bd37-b2cd3dbf24f2).html.
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Established service firms acknowledge that successful radical innovations are critical to create substantial customer value by satisfying unmet needs, enhance long-term growth and the flows of idiosyncratic asset stocks that create sustainable competitive advantage. Despite these invaluable advantages, the failure rate of these costly and complex innovation initiatives is high and incremental innovation and imitation behaviour dominates most service industries, especially the financial service industry. Given the importance of services and the low performance records of these projects, it was expected that radical service innovation would be considered as a high research priority. Unfortunately, it was not the case. The central objective of the current research project is to develop a multi-layer (dynamic or evolutionary) conceptual framework for the key capabilities and competences of radical innovation success in the context of the Egyptian banking sector. An analytical, multi-layer conceptual framework was proposed before approaching the empirical study to guide the process of data collection and analysis. This conceptual framework elaborated on the major principles of the competence-based view of the firm. A (retrospective) longitudinal, multi-method, qualitative case study research was designed. Three data collection techniques were used: interviews; documents, and observations. A common framework of data analysis was employed: process narrative strategy; and synthetic strategy. The findings show that key to the success of radical service innovation is a complex set of capabilities and competences. These are: entrepreneurial (resource building) capability, theoretical (second-order) construct; core radical innovation competence, superordinate (third-order) construct; incubation capability, theoretical (third-order) construct; and acceleration capability, theoretical (third order) construct. Moreover, the success/performance of radical innovation is assessed through four categories of constructs. The first category is temporary competitive advantage (TCA), which may be: effectiveness advantage; or efficiency advantage. The second category is sustainable competitive advantage (SCA). The third category is a set of imitation barriers. The fourth category is the superior long-term financial performance. The findings show that the entrepreneurial (resource building) capability is causally linked to the core radical innovation competence, which is causally linked to both the incubation and acceleration capabilities. The findings also show that the incubation capability is causally linked to acceleration capability. The acceleration capability, on the other hand, is causally linked to TCA. The findings also show that the TCA-SCA relationship is contingent, and moderated by imitation barriers. Moreover, the SCA is causally linked to the superior long-term financial performance. Finally, the superior long-term financial performance is causally linked to core radical innovation competence. The current research project contributes to several streams of the literature in four main ways. First, it develops a process model for a radical service innovation project, from its inception to introduction. This model is developed based on a radical innovation at the national level: the National Program for Vehicle Replacement (NPVR), which is seen as success story in a developing country. Several national and international banks have played key roles in the incubation and acceleration phases of this program. Second, it delivers a set of original theoretical constructs (manifested by a consistent and comprehensive set of 72 first-order latent factors), and the propositions linking these theoretical constructs. Third, it identifies 13 criticisms for one of the most widely adopted theory within the (entrepreneurship, innovation, and strategic management) literature, the resource-based view (RBV) of the firm. Finally, it reinforces one of the least employed research methodologies, longitudinal qualitative research based on process data.
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Tsang, Mon-wah. "Civil service reform : its impact on human resource management of the 'street-level bureaucrats' of the Immigration Department in Hong Kong /." Hong Kong : University of Hong Kong, 2002. http://sunzi.lib.hku.hk/hkuto/record.jsp?B2513971.
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Lao, Lai Lai. "Service quality and its relationship with customer behavioral intentions in Macau electricity industry : case of CEM." Thesis, University of Macau, 2004. http://umaclib3.umac.mo/record=b1636739.
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Hibert, Sanchez Abel Mauro. "A dominant firm strategy and its effect on the capital structure of non-dominant firms in the self service discount stores industry and auctions for radio spectrum to mobile services in Mexico." Thesis, Instituto Tecnologico y de Estudios Superiores de Monterrey (Mexico), 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=3585550.
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In an industry characterized by oligopolistic market structures there are generally firms that have enough market power as to influence the pricing and output decisions of all participants, forcing others to follow the strategies decided by the dominant firm(s) with very little opportunity to do otherwise (Besanko et al 2010, Tirole 1990). When a dominant firm is at the same time part of a larger corporation, and due to the financial support it is likely to have from its parent, it has the capacity to support an above-average, constant long-term investment strategy as a logical reaction to protect (or minimize) the loss of market share, and the rest of the participants in the industry are expected to also make an attempt to increase their investments, permanently affecting their long-term capital structure strategy (Chevalier 1995). This dissertation’s contribution to the literature in the field consists on presenting an empirical analysis of the capital structure decisions of the non-dominant firms in the Self-Service Discount Stores Industry (SSDSI) that result from the rapid expansion of Wal-Mart in the Mexican market, as well as an empirical analysis of the investment decisions in radiofrequencies of the incumbents firms in the capital structure of the other firms in the Mobile sector in Mexico.
Keywords (Industrial organization, Economics of Strategy, market structure, oligopolistic competition, capital structure, conditioned investment, market concentration, supermarket sector, spectrum auctions).
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曾滿華 and Mon-wah Tsang. "Civil service reform: its impact on human resource management of the 'street-level bureaucrats' of theImmigration Department in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2002. http://hub.hku.hk/bib/B31967036.
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Butterfield, Reginald A. "The introduction of new public management in the police service : its impact on the role of the police sergeant supervisor." Thesis, Kingston University, 2001. http://eprints.kingston.ac.uk/20672/.
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The purpose of this thesis was to identify what effect the Introduction of New Public Management (NPM) in the police service has had on the role of the police sergeant supervisor. The study has investigated the role of the uniform police sergeant at five locations within the Metropolitan Police Service (MPS), London, England in two stages. The main source of data was detailed face-to-face interviews with the sergeants and their accompanying role-set members. This was augmented by limited participant observation and examination of supporting organisational documents. The study discusses the results at three levels: (i) the reaction of the MPS in response to NPM; (ii) the impact of the changes within the MPS on the rote of the sergeant supervisor; and (iii) the value of role-set analysis in contextual studies. The organisational changes within the MPS followed the patterns expressed within much of the literature. The identified changes were: changes to the structure including elements of devolution; a nominal reduction in the layers of management; the lntroduction of increased accountability through performance manaqement systems; and attempts to create a new culture of service and customer focus. Interestingly the degree of control exerted from the centre on local activities appeared to have increased rather than decreased as one might expect given the ethos of NPM. This high degree of control was predominantly achieved through the use. of centralist performance measures, particularly those under the control and direction of central government. None of the literature examines the impact of NPM on the supervisor role or service delivery. The majority hypothesises on the likely impact and to a large degree this study supported those hypothesis. The impact on the role of the sergeant was found to be significant in the following respect: increased workload; increased responsibility; greater accountability; reduced autonomy; insufficient training to meet the new demands; insufficient organisational support; and reduced levels of performance. Although not a specific part of the study symptoms of stress and a high level of work absence were noted. The success in identifying the various expectations of the role-set actors and the subsequent supervisor responses vindicates the literature that proffered the use of role-set analysis in examining roles. The use of face-to-face interviews within a series of role-sets enabled the study to look at the role of the sergeant in a contextual and holistic manner. In doing so it resulted in a richness of data that could not be obtained using questionnaires. This approach was particularly suited to an ill-defined role such as that of the sergeant supervisor. In using this approach we argue that it has identified activities and influences that would not have been identified from single participant observation or discussion. It was instrumental in identifying the network effect and influence of the peer group sergeants. In a pseudo military, hierarchical, bureaucracy such as the police service one might expect the manager of the sergeant to play a major role in the definition of subordinate roles. Surprisingly this was not the case in this study. We identified that the peer group serçeants, to,gether with a lesser role played by subordinate constables, were the major determinates of the basket of activities attributed to the role of the sergeant supervisor. The findings reported here suggest that more studies of the impact of NPM on the actual service delivery are warranted. Currently the evidence points to the centralist control through performance management systems having a detrimental impact on the ability of supervisors to provide a service that meets the needs of the customer and the stated aims of NPM.
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Sonnet, Maria Claudia. "Cost of stockouts in the microprocessor business and its impact in determining the optimal service level/." Thesis, Massachusetts Institute of Technology, 2005. http://hdl.handle.net/1721.1/34863.
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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering; in conjunction with the Leaders for Manufacturing Program at MIT, 2005.Includes bibliographical references (p. 66-67).
In order to develop optimal inventory policies, it is essential to know the consequences of stockouts and the costs related to each kind of stockout; at Intel, however, such costs have not yet been quantified. The primary goal of this internship is to quantify the cost of stockouts, focusing in the microprocessor business. The first stage of this thesis consists of describing the different consequences of stockouts. In a stockout situation, customers may opt to buy alternate products at either higher or lower price (buy up or buy down), postpone the purchase until the product is available (postponed sales), buy the product from a non-authorized distributor (sales lost to the open market) or buy a non-Intel product (sales lost to the competition). Each of those consequences has a different financial impact, so we quantify stockout cost for different stockout situations and different service levels. This analysis is conducted at an aggregated level and also by product line. The results of this project show that stockouts have a high financial impact in the microprocessor business.
(cont.) Due to the high margins, each sale lost to the competition means losing a significant dollar amount, which may easily out weigh the inventory related costs of that product. The result is service levels that are higher than Intel had believed would be appropriate. The quantification of the financial impact of the different stockout situations will be a valuable input into further supply chain optimization analysis including adjustment of finished good inventory levels.
by Maria Claudia Sonnet.
S.M.
M.B.A.
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Daxböck, Birgit Verfasser], Sven M. [Gutachter] Laudien, Patrick [Gutachter] [Spieth, and Till [Gutachter] Talaulicar. "Multiple perspectives on product-service transition and its influence on business model design in manufacturing firms / Birgit Daxböck ; Gutachter: Sven M. Laudien, Patrick Spieth, Till Talaulicar." Erfurt : Universität Erfurt, 2016. http://d-nb.info/1215976828/34.
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Lui, Tak Ching. "Service quality of information systems development : its impacts on system success and an initial attempt to develop a new measurement instrument." HKBU Institutional Repository, 2000. http://repository.hkbu.edu.hk/etd_ra/231.
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Chiu, Hua-chan, and 邱華誠. "A study of service quality & its applications for the management of the shopping centers of the Hong Kong Housing Authority." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2000. http://hub.hku.hk/bib/B31968752.
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Phillips, Claudia Goetz. "An Evaluation of Ecosystem Management and Its Application to the National Environmental Policy Act: The Case of the U.S. Forest Service." Diss., Virginia Tech, 1997. http://hdl.handle.net/10919/30579.
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This research develops a plausible interpretation of NEPA's intent based on a thorough review and synthesis of NEPA documents and the literature. From this synthesis, NEPA goals and criteria are developed to evaluate a sample of Forest Service Forest Plans and their corresponding EISs. Next, ecosystem management is defined based on a review and synthesis of the literature. Ecosystem management evaluation goals and criteria are similarly developed to evaluate the Forest Plans and EISs. Based on NEPA and ecosystem management criteria, evaluation questions are formulated for assessing the Forest Plans in order: (1) to evaluate the extent the Forest Service has implemented ecosystem management; (2) to ascertain whether and to what degree Forest Service implementation of ecosystem management has moved its EIS process closer to NEPA's intent; and (3) to assess the extent ecosystem management implementation has influenced agency planning and decisionmaking processes. Throughout, the literature is used extensively to support conclusions reached on the basis of the case findings. Forest Service EISs and Forest Plans used for the case analyses are:
1) The 1986 George Washington National Forest Final EIS and Forest Plan (pre-ecosystem management) and the 1993 George Washington National Forest Final EIS and Revised Forest Plan (post-ecosystem management).
2) The 1985 Francis Marion National Forest Final EIS and Forest Plan (pre-ecosystem management) and the 1996 Francis Marion National Forest Final EIS and Revised Forest Plan (post-ecosystem management).
Trends based on the post-ecosystem management evaluations that evidence the agency's implementation of ecosystem management principles include: maintenance of biodiversity of all species; adoption of measures to sustain ecosystem health; acknowledgment of ecosystem patterns and processes; increased integration of scientific research and technology; incorporation of adaptive management; and increased integration of ecological, economic and social considerations. There were several practices, however, in the post-ecosystem management cases that did not support ecosystem management principles: limited incorporation of different geologic or long-term time scales; continued delineation of boundaries along political lines; no integrative, interdisciplinary approach to planning; and no or minimal educational programs.
Post-ecosystem management Forest Service practices that support NEPA's intent include: earlier identification of critical impacts; better management of critical impacts; increased integration of ecological information and a broader understanding of sustainability; increased provisions for monitoring and evaluation; better reflection of reviewing agency and public comments and concerns; more influence of environmental data on project decisions; increased consideration of unquantifiable issues; and better integration of ecological, economic and social considerations through a decisionmaking framework. There were several practices, however, in the post-ecosystem management cases that did not support NEPA's intent: EISs had a lower estimation of the magnitude or significance of impacts than the earlier EISs; no evidence supporting a broad, integrative, interdisciplinary approach to planning process; and no evidence of two-way, consensus building stakeholder involvement in the EIS process.
Overall, the case analyses provide evidence that the Forest Service's EIS process had, in fact, moved closer to NEPA's intent. This improved output is primarily the result of the agency's incorporation of many of the principles of ecosystem management into its decisionmaking process. Although, NEPA did not figure into the integration of an ecosystem management approach into the Forest Service's decisionmaking process, this research showed that the goals of NEPA and ecosystem management are essentially the same. The agency came to advocate ecosystem management as the outcome of a voluntary decision and an incremental process to improve its overall planning and management process. Implementation of ecosystem management led to a more substantive response to NEPA's intent.
Forest Service decisionmaking is a political process that involves balancing competing agency, private industry, and public interests. "Change agents" come from diverse sources-from within the agency's institutional structure (both top-down and bottom-up); from within the federal governmental framework (e.g., other agency policies, Congressional decisions, budgetary constraints); from outside the federal government (state and local governmental agencies, public and private interest groups); and from an uncertain and dynamic political and economic environment. Therefore, forest planning and its associated NEPA analyses must be considered a part of a never-ending and evolving process. Consequently, the Forest Service would do well to take an adaptive approach in its decisionmaking process-an approach compatible with ecosystem management.Ph. D.
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Mapoka, Trust Tshepo. "Location based authenticated multi-services group key management for cyber security in high speed broadband wireless multicast communications : multi-service group key management scheme with location based handover authentication for multi-handoffs participating in multi-group service subscriptions, its performance evaluation and security correctness in high speed broadband wireless multicast communications." Thesis, University of Bradford, 2015. http://hdl.handle.net/10454/14468.
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Secure information exchanges over cyberspace is on the increase due to the convergence of wireless and mobile access technologies in all businesses. Accordingly, with the proliferation of diverse multicast group service subscriptions that are possible to co-exist within a single broadband network, there is also huge demand by the mobile subscribers to ubiquitously access these services over high speed broadband using their portable devices. Likewise, the Network Providers (NPs) invest hugely in infrastructure deployment to disseminate these services efficiently and concomitantly. Therefore, cyber security in any business is obligatory to restrict access of disseminated services to only authorised personnel. This becomes a vital requirement for a successful commercialisation of exchanged group services. The standard way to achieve cyber security in a wireless mobile multicast communication environment is through confidentiality using Group Key Management (GKM).The existing GKM schemes for secure wireless multicast from literature only target single group service confidentiality; however, the adoption of multiple group service confidentiality in them involve inefficient management of keys that induce huge performance overheads unbearable for real time computing. Therefore, a novel authenticated GKM scheme for multiple multicast group subscriptions known as slot based multiple group key management (SMGKM) is proposed. In the SMGKM, the handovers move across diverse decentralised clusters of homogeneous or heterogeneous wireless access network technologies while participating in multiple group service subscriptions. Unlike the conventional art, the SMGKM advances its security by integrating location based authentication and GKM functions. Both functions are securely offloaded from the Domain Key Distributor (DKD) to the intermediate cluster controllers, Area Key Distributors (AKDs), in a distributed fashion, using the proposed location based authenticated membership list (SKDL). A significant upgrade of fast handoff performance with reduced performance overheads of the SMGKM scheme is achieved. The developed numerical analysis and the simulation results display significant resource economy in terms of reduced rekeying transmission, communication bandwidth and storage overheads while providing enhanced security. The performance of the SMGKM in a high speed environment is also evaluated and has demonstrated that SMGKM outperforms the previous work. Finally, the SMGKM correctness against various attacks is verified using BAN logic, the eminent tool for analysing the widely deployed security protocols. The security analysis demonstrates that SMGKM can counteract the security flaws and redundancies identified in the chosen related art.
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Hao, Shuai, and Limin Chen. "Exploring Coopetition in Single Firm and Its Contribution to Service Management : A case study in Red Star Macalline and IKEA China." Thesis, Linköpings universitet, Företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-78973.
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Background: In the contemporary economy, companies increasingly cooperate withtheir competitors to create competitive advantages through knowledge creation andabsorption, broad resource pool, reduced risks and uncertainties, and better productsand services for consumers. This situation is termed as coopetition which refers tofirms simultaneously competing and cooperating with each other.Aim: As a newly developed concept, coopetition has not been fully studied in manyperspectives. This research studies two furnishing retailers in China, Red StarMacalline and IKEA China to explore more fresh knowledge about coopetition. Weput our main focus on a single firm level, investigating the premises of coopetitionstrategy, the driving forces behind coopetition behaviors, as well as the contribution ofcoopetition to service management regarding each firm.Method: Our research design applies the comparative case study. More specifically,we adopt qualitative and deductive approach. The entire research primarily bases onsecondary data, including literature and published information about two firms. Themain source of first-hand data is gathered by interviews and observation.Findings: For firms which involved in competition dominant coopetition, thepremises display the co-existence of similar and complementary attribute while incooperation dominant coopetition, bargaining power of specific participants andunique characteristics of firms are key premises.Mutual dependence and power imbalance are two main driving forces behindcoopetitive behaviors. In the low-mutual-dependence condition, actors behavecompetitively regardless their power imbalance. In the imbalanced dependence situation, the actor who has both power disadvantage and dependence disadvantagehas more cooperative behaviors.Coopetition can contribute to the service management arena. Competition dominantcoopetition enhances service quality in terms of products and service diversity, while cooperation dominant coopetition facilitates the customer value co-creation.
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Chiu, Hua-chan. "A study of service quality & its applications for the management of the shopping centers of the Hong Kong Housing Authority." Click to view the E-thesis via HKUTO, 2000. http://sunzi.lib.hku.hk/hkuto/record/B31968752.
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Farmand, Mohammadreza. "Proposing a comprehensive framework for ITSM efficiency." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-17238.
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Nowadays, the main concern for IT-related service sector in organizations is to improve IT-Service Management (ITSM) by reducing cost of service in conjunction with growing in their efficiency and effectiveness. Particularly in IT firms, these concerns are much more imperative where the ITSM framework is the main section of providing service and feedback to managers. However, a challenge is that this significant service segment is ineffective by customers (I.e. IT managers) since IT maintenance and IT operations are unnoticed by IT related research. Academia together with industry demand a better knowledge and information of IT service management to work closely in order to improve efficiency and effectiveness of the system function.In this research study, it is attempted to review the situation of ITSM framework (I.e., Metrics) about evaluation method based on Key Performance Indicators (KPIs) and best practices for IT-Service Management process in DB Schenker and to compare them with other corporations. At first, the researcher has done an extensive literature review on the earlier works of Metrics for IT Service Management. After extracting needed information, it is governed in an innovative way to make it more effective and efficient, then run a case study for better understanding of the real situation and to compare literature and real world. The researchers mainly choose Swedish companies as successful companies in IT management to review ITSM framework (i.e. KPIs).Program: Masterutbildning i Informatik
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Båth, Johan, and Jakob Köhler. "Innovation Management in Business-to-Business Software as a Service Startups: : Investigating the Lean Startup Methodology and its Shortcomings around Selecting Ideas." Thesis, KTH, Industriell Marknadsföring och Entreprenörskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-212071.
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Managing innovations is a well studied success factor for companies and organizations. This research focuses on the recently established Lean Startup Methodology (LSM) and the obstacles of implementing it in early- and later-stage business-to-business (B2B) Software as as Service (SaaS) startups. The scarcity of academic research around this framework, in contrast to its popularity, motivated the researchers’ aim to provide a better understanding on how it could be adapted to better fit the needs of these companies.Following an interpretivist paradigm, this qualitative research uses a literature review and semi-structured interviews for its purposes. Interviews were conducted with six individuals at four different early- and late-stage startups. The focus was on understanding the realities of working with innovation management and the different approaches at early and later stage startups. Startups face an abundance of ideas regarding what to do next, a hypothesis confirmed with this study. It is the researchers’ belief that the LSM does not provide sufficient tools for organizations to make an idea selection decision without committing too many resources initially. Lastly, the importance of product ownership for an effective innovation management process was validated.In conclusion, we present the need for an updated Lean Startup Methodology with a dedicated selection step to validate an idea early in the process. This contributes to the theory of innovation management and its practical implementation. The identified gap in academic research around frameworks tailored towards these types of organizations provides a good starting point for future research.
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Båth, Båth, and Jakob Köhler. "Innovation Management in Business-to-Business Software as a Service Startups: Investigating the Lean Startup Methodology and its Shortcomings around Selecting Ideas." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-223889.
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Choudhry, Waseem Uddin. "To enhance service performance by using Feedback and Compalint Management operation by involving customers : A case study of container terminal and its customers." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-14628.
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Purpose The analytical purpose of this thesis is to link theory on how customerinvolvement should strengthen customer relationships, with empirical data on howtheir involvement looks like. The empirical purpose is to explore the importance ofcustomer feedback and complaint management in overall customer involvementprocess. This is analyzed, how the involvement can be done in different situations inwhich feedback and complaint management can play a strong role.In this case a service firm PICT (Pakistan international container terminal) will bestudied with its external customers and employees as internal customers. Method Qualitative research method with focus on in depth interviews is used inthe form of phone and Skype conversations. Eleven such interviews have beenconducted with representatives of the case company and its customers. There arethree departments of the case company, five shipping agents and three shippinglines are included. Findings The empirical data has brought several findings on what needs to be doneand thought through in order to optimize their feedback and complaintmanagement mainly in the whole process of customer involvement. One suchfinding is that PICT does not have thorough directions on how their feedback andcomplaint management process should work in which customer needing; customerrelationship marketing and service firm employee’s involvement plays a positiverole. Recommendations The author suggests having a proper feedback and complaint management systemfor the service firm PICT that satisfies their customers.
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Samarasekera, Dharmabandhu Nandadeva. "The establishment of an anorectal physiology service and its impact on the management of women with pelvic floor dysfunction and obstetric anal sphincter injury." Thesis, University of East Anglia, 2006. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.430600.
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Mokhine, Ntime Samson. "South African police service deploys its first peacekeepers to Darfur, Sudan : a descriptive study on the deployment preparations and the role of the South African police peacekeepers in African union mission in Sudan (AMIS)." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/1027.
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The focus of this research will be on the question as to whether the South African Police Service adequately prepares its police officials for the functions they will be performing in Sudan: Darfur. This broad question leads to further questions that include the following: What are the peacekeeping recruitment and selection criteria for the South African Police Service members who need to be deployed in Sudan: Darfur? Is the South African Police Service peacekeeping training curriculum adequate enough to prepare its members for their deployment in Sudan: Darfur? Does the South African Police Service have any measures to evaluate the role played by its members in Sudan: Dafur? What measures have been introduced to utilise the new skills brought by members that have been deployed? Are there any properly posted members with mission experience, who are capable of presenting and further developing peacekeeping training in the South African Police Service? Does the South African Police Service senior management have knowledge of generic peacekeeping concepts?.
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Yilmaz, Okan. "A Class of Call Admission Control Algorithms for Resource Management and Reward Optimization for Servicing Multiple QoS Classes in Wireless Networks and Its Applications." Diss., Virginia Tech, 2008. http://hdl.handle.net/10919/29732.
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We develop and analyze a class of CAC algorithms for resource management in wireless networks with the goal not only to satisfy QoS constraints, but also to maximize a value or reward objective function specified by the system. We demonstrate through analytical modeling and simulation validation that the CAC algorithms developed in this research for resource management can greatly improve the system reward obtainable with QoS guarantees, when compared with existing CAC algorithms designed for QoS satisfaction only.
We design hybrid partitioning-threshold, spillover and elastic CAC algorithms based on the design techniques of partitioning, setting thresholds and probabilistic call acceptance to use channel resources for servicing distinct QoS classes. For each CAC algorithm developed, we identify optimal resource management policies in terms of partitioning or threshold settings to use channel resources. By comparing these CAC algorithms head-to-head under identical conditions, we determine the best algorithm to be used at runtime to maximize system reward with QoS guarantees for servicing multiple service classes in wireless networks.
We study solution correctness, solution optimality and solution efficiency of the class of CAC algorithms developed. We ensure solution optimality by comparing optimal solutions achieved with those obtained by ideal CAC algorithms via exhaustive search. We study solution efficiency properties by performing complexity analyses and ensure solution correctness by simulation validation based on real human mobility data. Further, we analyze the tradeoff between solution optimality vs. solution efficiency and suggest the best CAC algorithm used to best tradeoff solution optimality for solution efficiency, or vice versa, to satisfy the systemâ s solution requirements. Moreover, we develop design principles that remain applicable despite rapidly evolving wireless network technologies since they can be generalized to deal with management of â resourcesâ (e.g., wireless channel bandwidth), â cellsâ (e.g., cellular networks), â connectionsâ (e.g., service calls with QoS constraints), and â reward optimizationâ (e.g., revenue optimization in optimal pricing determination) for future wireless service networks.
To apply the CAC algorithms developed, we propose an application framework consisting of three stages: workload characterization, call admission control, and application deployment. We demonstrate the applicability with the optimal pricing determination application and the intelligent switch routing application.Ph. D.