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Hyden, Eoin Andrew. "Operating system support for quality of service." Thesis, University of Cambridge, 1994. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.319971.
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Barham, Paul Ronald. "Devices in a multi-service operating system." Thesis, University of Cambridge, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.627482.
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Roscoe, Timothy. "The structure of a multi-service operating system." Thesis, University of Cambridge, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.363305.
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Childs, S. O. "Disk quality of service in a general-purpose operating system." Thesis, University of Cambridge, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.597603.
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Users of general-purpose operating systems run a range of multimedia, productivity, and system housekeeping applications. Many of these applications are disk-bound, or have significant disk usage requirements. CPU scheduling is insufficient to ensure reliable performance for such applications, as it cannot control contention for the disk. User-controllable disk scheduling is necessary; the disk scheduler should respect Quality of Service (QoS) specifications defined by users when scheduling disk requests. Disks have a number of distinctive features that influence scheduler design: context-switches that involve seek operations are expensive, disk operations are non-preemptible, and the cost of data transfer varies according to the amount of seek overhead. Any new scheduler must recognise these factors if it is to provide acceptable performance. We present a new disk scheduler for Linux-SRT, a version of Linux with support for CPU QoS. This disk scheduler provides multiple scheduling classes: periodic allocation, static priority, best-effort, and idle. The scheduler makes disk QoS available as a low-level system service, independent of the particular file system used. Applications need not be modified to benefit from disk QoS. The structure of the Linux disk subsystem causes requests from different clients to be executed in an interleaved fashion. This results in many expensive seek operations. We implement laxity, a technique for batching together multiple requests from a single client. This feature that greatly improves the performance of applications performing synchronous I/O, and provides better isolation between applications. We perform experiments to test the effectiveness of our research system in typical scenarios. The results demonstrate that the system can be used to protect time-critical applications from the effects of contention, to regulate low-importance disk-bound tasks, and to limit the disk utilisation of particular processes (allowing resource partitioning). We use the accounting features of our disk scheduler to measure the disk resource usage of typical desktop applications. Based on these measurements, we classify applications and suggest suitable scheduling policies. We also present techniques for determining appropriate parameters for these policies. Scheduling features are of little use unless users can employ them effectively. We extend Linux-SRT's QoS architecture to accommodate control of disk scheduling; the resulting system provides a coherent interface for managing QoS across multiple devices. The disk scheduler exports status information to user space; we construct tools for monitoring and controlling processes' disk utilisation.
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Manzalini, Antonio. "An operating system for 5G Edge Clouds." Thesis, Evry, Institut national des télécommunications, 2016. http://www.theses.fr/2016TELE0013.
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La technologie et les conducteurs socio-économiques créent les conditions d'une transformation profonde, appelée "Softwarization", du Telco et des TIC. Réseaux définis par logiciel et réseau Fonctions de virtualisation sont deux des principales technologies permettant ouvrant la voie à cette transformation. Softwarization permettra de virtualiser toutes les fonctions de réseau et de services d'une infrastructure de Telco et de les exécuter sur une plates-formes logicielles, entièrement découplés de l'infrastructure physique sous (presque basé sur du matériel standard). Tous les services seront fournis en utilisant un «continuum» des ressources virtuelles (traitement, de stockage et de communication) avec un investissement en capital initial pratiquement très limité et avec des coûts d'exploitation modestes. 5G sera la première exploitation de Softwarization. 5G sera une infrastructure distribuée massivement dense, intégrant le traitement, le stockage et (fixes et radio) des capacités de mise en réseau. En résumé, l'objectif général de cette thèse a étudié les défis techniques et les opportunités d'affaires apportées par le "Softwarization" et 5G. En particulier, la thèse propose que le 5G devra avoir une sorte de système d'exploitation (5GOS) capable de fonctionner les RAN et de base et les infrastructures fixes convergés. Les contributions de cette thèse ont été: 1) définir une vision pour les futures infrastructures 5G, des scénarios, des cas d'utilisation et les exigences principales: 2) définissant l'architecture fonctionnelle d'un système d'exploitation pour 5G; 3) la conception de l'architecture logicielle d'un 5GOS pour le "bord Cloud"; 4) comprendre les impacts technico-économiques de la vision et 5GOS, et les stratégies les plus efficaces pour l'exploiter<br>Technology and socio-economic drivers are creating the conditions for a profound transformation, called “Softwarization”, of the Telco and ICT. Software-Defined Networks and Network Functions Virtualization are two of the key enabling technologies paving the way towards this transformation. Softwarization will allow to virtualize all network and services functions of a Telco infrastructure and executing them onto a software platforms, fully decoupled from the underneath physical infrastructure (almost based on standard hardware). Any services will be provided by using a “continuum” of virtual resources (processing, storage and communications) with practically very limited upfront capital investment and with modest operating costs. 5G will be the first exploitation of Softwarization. 5G will be a massively dense distributed infrastructure, integrating processing, storage and (fixed and radio) networking capabilities. In summary, the overall goal of this thesis has been investigating technical challenges and business opportunities brought by the “Softwarization” and 5G. In particular, the thesis proposes that the 5G will have to have a sort of Operating System (5GOS) capable of operating the converged fixed and RAN and core infrastructures. Main contributions of this thesis have been: 1) defining a vision for future 5G infrastructures, scenarios, use-cases and main requirements; 2) defining the functional architecture of an Operating System for 5G; 3) designing the software architecture of a 5G OS for the “Edge Cloud”; 4) understanding the techno-economic impacts of the vision and 5GOS, and the most effective strategies to exploit it
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Manzalini, Antonio. "An operating system for 5G Edge Clouds." Electronic Thesis or Diss., Evry, Institut national des télécommunications, 2016. http://www.theses.fr/2016TELE0013.
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La technologie et les conducteurs socio-économiques créent les conditions d'une transformation profonde, appelée "Softwarization", du Telco et des TIC. Réseaux définis par logiciel et réseau Fonctions de virtualisation sont deux des principales technologies permettant ouvrant la voie à cette transformation. Softwarization permettra de virtualiser toutes les fonctions de réseau et de services d'une infrastructure de Telco et de les exécuter sur une plates-formes logicielles, entièrement découplés de l'infrastructure physique sous (presque basé sur du matériel standard). Tous les services seront fournis en utilisant un «continuum» des ressources virtuelles (traitement, de stockage et de communication) avec un investissement en capital initial pratiquement très limité et avec des coûts d'exploitation modestes. 5G sera la première exploitation de Softwarization. 5G sera une infrastructure distribuée massivement dense, intégrant le traitement, le stockage et (fixes et radio) des capacités de mise en réseau. En résumé, l'objectif général de cette thèse a étudié les défis techniques et les opportunités d'affaires apportées par le "Softwarization" et 5G. En particulier, la thèse propose que le 5G devra avoir une sorte de système d'exploitation (5GOS) capable de fonctionner les RAN et de base et les infrastructures fixes convergés. Les contributions de cette thèse ont été: 1) définir une vision pour les futures infrastructures 5G, des scénarios, des cas d'utilisation et les exigences principales: 2) définissant l'architecture fonctionnelle d'un système d'exploitation pour 5G; 3) la conception de l'architecture logicielle d'un 5GOS pour le "bord Cloud"; 4) comprendre les impacts technico-économiques de la vision et 5GOS, et les stratégies les plus efficaces pour l'exploiter<br>Technology and socio-economic drivers are creating the conditions for a profound transformation, called “Softwarization”, of the Telco and ICT. Software-Defined Networks and Network Functions Virtualization are two of the key enabling technologies paving the way towards this transformation. Softwarization will allow to virtualize all network and services functions of a Telco infrastructure and executing them onto a software platforms, fully decoupled from the underneath physical infrastructure (almost based on standard hardware). Any services will be provided by using a “continuum” of virtual resources (processing, storage and communications) with practically very limited upfront capital investment and with modest operating costs. 5G will be the first exploitation of Softwarization. 5G will be a massively dense distributed infrastructure, integrating processing, storage and (fixed and radio) networking capabilities. In summary, the overall goal of this thesis has been investigating technical challenges and business opportunities brought by the “Softwarization” and 5G. In particular, the thesis proposes that the 5G will have to have a sort of Operating System (5GOS) capable of operating the converged fixed and RAN and core infrastructures. Main contributions of this thesis have been: 1) defining a vision for future 5G infrastructures, scenarios, use-cases and main requirements; 2) defining the functional architecture of an Operating System for 5G; 3) designing the software architecture of a 5G OS for the “Edge Cloud”; 4) understanding the techno-economic impacts of the vision and 5GOS, and the most effective strategies to exploit it
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McDonald, Ian Lindsay. "Memory management in a distributed system of single address space operating systems supporting quality of service." Thesis, University of Glasgow, 2001. http://theses.gla.ac.uk/5427/.
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The choices provided by an operating system to the application developer for managing memory came in two forms: no choice at all, with the operating system making all decisions about managing memory; or the choice to implement virtual memory management specific to the individual application. The second of these choices is, for all intents and purposes, the same as the first: no choice at all. For many application developers, the cost of implementing a customised virtual memory management system is just too high. The results is that, regardless of the level of flexibility available, the developer ends up using the system-provided default. Further exacerbating the problem is the tendency for operating system developers to be extremely unimaginative when providing that same default. Advancements in virtual memory techniques such as prefetching, remote paging, compressed caching, and user-level page replacement coupled with the provision of user-level virtual memory management should have heralded a new era of choice and an application-centric approach to memory management. Unfortunately, this has failed to materialise. This dissertation describes the design and implementation of the Heracles virtual memory management system. The Heracles approach is one of inclusion rather than exclusion. The main goal of Heracles is to provide an extensible environment that is configurable to the extent of providing application-centric memory management without the need for application developers to implement their own. However, should the application developer wish to provide a more specialised implementation for all or any part of Heracles, the system is constructed around well-defined interfaces that allow new implementations to be "plugged in" where required. The result is a virtual memory management hierarchy that is highly configurable, highly flexible, and can be adapted at run-time to meet new phases in the application's behaviour. Furthermore, different parts of an application's address space can have different hierarchies associated with managing its memory.
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Yankov, Daniel Y. "Discrete Event System Modeling Of Demand Responsive Transportation Systems Operating In Real Time." Scholar Commons, 2008. https://scholarcommons.usf.edu/etd/575.
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Demand responsive transportation is a variable route service of passengers or freight from specific origin(s) to destination(s) in response to the request of users. Operational planning of DRT system encompasses the methods to provide efficient service to the passengers and to the system operators. These methods cover the assignments of vehicles to transportation requests and vehicle routings under various constraints such as environmental conditions, traffic and service limitations. Advances in the information and communication technologies, such as the Internet, mobile communication devices, GIS, GPS, Intelligent Transportation Systems have led to a significantly complex and highly dynamical decision making environment. Recent approaches to DRT operational planning are based on "closed information loop" to achieve a higher level of automation, increased flexibility and efficiency.
Intelligent and effective use of the available information in such a complex decision making environment requires the application of formal modeling and control approaches, which are robust, modular and computationally efficient. In this study, DRT systems are modeled as Discrete Event Systems using Finite Automata formalism and DRT real time control is addressed using Supervisory Control Theory. Two application scenarios are considered; the first is based on air-charter service and illustrates uncontrolled system model and operational specification synthesis. The automatic synthesis of centralized and modular supervisors is demonstrated. The second scenario is a mission critical application based on emergency evacuation problem. Decentralized supervisory control architecture suitable for accommodating the real-time contingencies is presented.
Conditions for parallel computation of local supervisors are specified and the computational advantages of alternative supervisory control architectures are discussed. Discrete event system modeling and supervisory control theory are well established and powerful mathematical tools. In this dissertation, they are shown to be suitable for expressing the modeling and control requirements of complex and dynamic applications in DRT. The modeling and control approaches described herein, coupled with the mature body of research literature in Discrete Event Systems and Supervisory Control Theory, facilitate logical analysis of these complex systems and provide the necessary framework for development of intelligent decision making tools for real time operational planning and control in a broad range of DRT applications.
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Lilkaer, Fredrik Peter. "Enhancing Quality of Service metrics for high fan-in Node.js applications by optimising the network stack : Leveraging IX: The Dataplane Operating System." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-176504.
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This thesis investigates the feasibility of porting Node.js, a JavaScript web application framework and server, to IX, a dataplane operating system specifically developed to meet the needs of high performance microsecond-computing type of applications in a datacentre setting. We show that porting requires extensions to the IX kernel to support UDS polling, which we implement. We develop a distributed load generator to benchmark the framework. The results show that running Node.js on IX improves throughput by up to 20.6\%, latency by up to 5.23×, and tail latency by up to 5.68× compared to a Linux baseline. We show how server side request level reordering affect the latency distribution, predominantly in cases where the server is load saturated. Finally, due to various limitations of IX, we are unable at this time to recommend running Node.js on IX in a production environment, despite improved metrics in all test cases. However, the limitations are not fundamental, and could be resolved in future work.<br>Detta exjobb undersöker möjligheterna till att använda IX, ett specialiserat dataplansoperativsystem avsett för högpresterande datacentertillämpningar, för att köra Node.js, ett webapplikationramverk för JavaScript-applikationer. För att porta Node.js till IX krävs att vi utvidgar IX med funktionalitet för samtidig pollning av Unix Domain Sockets och nätverksflöden, vilket visas samt genomförs. Vidare utvecklas en distribuerad lastgenerator för att utvärdera applikationsramverket under IX jämfört baslinje som utgörs av en omodifierad Linuxdistribution. Resultaten visar att throughput förbättras med upp till 20.6\%, latens upp till 5.23× och tail latency upp till 5.68×. Sedermera undersöker vi huruvida latensvariansen ökat på grund av request-omordningar på serversidan, vilket tycks vara fallet vid hög serverbelastning, även om andra faktorer tycks ha större inverkan vid låg serverbelastning. Slutligen, även om alla storheter förbättrats vid alla observerade mätpunkter, kan ännu inte vidspredd adoption av IX för att köra Node.js applikationer rekommenderas, främst på grund av problem med horisontal skalning samt problem att ingå som frontend-server i en klassisk tiered-datacentre arkitektur.
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Poellabauer, Christian. "Q-Fabric: System Support for Continuous Online Quality Management." Diss., Available online, Georgia Institute of Technology, 2004:, 2004. http://etd.gatech.edu/theses/available/etd-04082004-134256/unrestricted/poellabauer%5Fchristian%5F200405%5Fphd.pdf.
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Thesis (Ph. D.)--Computing, Georgia Institute of Technology, 2004.<br>Pande, Santosh, Committee Member ; Pu, Calton, Committee Member ; Schwan, Karsten, Committee Chair ; Franke, Hubertus, Committee Member ; Eisenhauer, Greg, Committee Member. Vita. Includes bibliographical references (leaves 158-169).
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Shakeel, Amlaan. "Service robot for the visually impaired: Providing navigational assistance using Deep Learning." Miami University / OhioLINK, 2017. http://rave.ohiolink.edu/etdc/view?acc_num=miami1500647716257366.
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Antonuccio, Phillip. "Operatively closed systems theory and the operation of the postmodern legal system in Australia." Thesis, The University of Sydney, 2006. http://hdl.handle.net/2123/1925.
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Thesis (Ph. D.)--Faculty of Law, University of Sydney, 2006.<br>Title from title screen (viewed 13th February, 2009) Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Faculty of Law, University of Sydney. Degree awarded 2006. Includes bibliographical references. Also available in print form.
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Antonuccio, Phillip. "Operatively closed systems theory and the operation of the postmodern legal system in Australia." Connect to full text, 2006. http://hdl.handle.net/2123/1925.
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Thesis (Ph. D.)--Faculty of Law, University of Sydney, 2006.<br>Title from title screen (viewed 13th February, 2009) Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Faculty of Law, University of Sydney. Degree awarded 2006. Includes bibliographical references. Also available in print form.
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Zenkin, M., and M. Pashkovska. "Improvement of car quality monitoring system in operation." Thesis, Київський національний університет технологій та дизайну, 2019. https://er.knutd.edu.ua/handle/123456789/14642.
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Padala, Pradeep. "Design and implementation of GridOS operating system services for grid architectures /." [Gainesville, Fla.] : University of Florida, 2003. http://purl.fcla.edu/fcla/etd/UFE0002826.
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Araar, Abdelaziz. "Optimization of queueing systems with service interruptions." Case Western Reserve University School of Graduate Studies / OhioLINK, 1991. http://rave.ohiolink.edu/etdc/view?acc_num=case1059403843.
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Chang, Kuo-Hwa. "Extreme queues and stationarity of heavy-traffic service systems." Diss., Georgia Institute of Technology, 1992. http://hdl.handle.net/1853/25441.
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Gunna, Vivek Reddy. "ADAPTIVE MULTI-OBJECTIVE OPERATING ROOM PLANNING WITH STOCHASTIC DEMAND AND CASE TIMES." UKnowledge, 2017. https://uknowledge.uky.edu/me_etds/108.
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The operating room (OR) is accountable for most hospital admissions and is one of the most cost and work intensive areas in the hospital. From recent trends, we discover an unexpected parallel increase in expenditure and waiting time. Therefore, improving OR planning has become obligatory, particularly regarding utilization, and service level. Significant challenges in OR planning are the high variations in demand, processing times of surgical specialties, the trade-off between the objectives, and control of OR performance in long-term. Our model provides OR configurations at a strategical level of OR planning to minimize the tradeoff between the utilization and service level accounting for variation in both demand and processing times of surgical specialties. An adaptive control scheme is proposed to aid OR managers to maintain the OR performance within the prescribed controllable limits. Our model is validated using a simulation of demand and processing time data of surgical services at University of Kentucky Health Care.
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Bissyande, Tegawende. "Contributions for improving debugging of kernel-level services in a monolithic operating system." Phd thesis, Université Sciences et Technologies - Bordeaux I, 2013. http://tel.archives-ouvertes.fr/tel-00821893.
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Alors que la recherche sur la qualité du code des systèmes a connu un formidable engouement, les systèmes d'exploitation sont encore aux prises avec des problèmes de fiabilité notamment dus aux bogues de programmation au niveau des services noyaux tels que les pilotes de périphériques et l'implémentation des systèmes de fichiers. Des études ont en effet montré que chaque version du noyau Linux contient entre 600 et 700 fautes, et que la propension des pilotes de périphériques à contenir des erreurs est jusqu'à sept fois plus élevée que toute autre partie du noyau. Ces chiffres suggèrent que le code des services noyau n'est pas suffisamment testé et que de nombreux défauts passent inaperçus ou sont difficiles à réparer par des programmeurs non-experts, ces derniers formant pourtant la majorité des développeurs de services. Cette thèse propose une nouvelle approche pour le débogage et le test des services noyau. Notre approche est focalisée sur l'interaction entre les services noyau et le noyau central en abordant la question des "trous de sûreté" dans le code de définition des fonctions de l'API du noyau. Dans le contexte du noyau Linux, nous avons mis en place une approche automatique, dénommée Diagnosys, qui repose sur l'analyse statique du code du noyau afin d'identifier, classer et exposer les différents trous de sûreté de l'API qui pourraient donner lieu à des fautes d'exécution lorsque les fonctions sont utilisées dans du code de service écrit par des développeurs ayant une connaissance limitée des subtilités du noyau. Pour illustrer notre approche, nous avons implémenté Diagnosys pour la version 2.6.32 du noyau Linux. Nous avons montré ses avantages à soutenir les développeurs dans leurs activités de tests et de débogage.
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He, Qiao-Chu. "Essays on Service Operations Systems| Incentives, Information Asymmetries and Bounded Rationalities." Thesis, University of California, Berkeley, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10189461.
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<p> This dissertation is concerned with service operations systems with considerations of incentives, information asymmetries and bounded rationalities. Chapter 1 provides an overview of the dissertation. </p><p> In Chapter 2, motivated by the information service operations for the agricultural sectors in the developing economies, we propose a Cournot quantity competition model with price uncertainty, wherein the marketing boards of farmers' cooperatives have the options to obtain costly private information, and form information sharing coalitions. We study the social value of market information and the incentives for information sharing among farmers. </p><p> In Chapter 3, we offer a behavioral (bounded rationality) theory to explain product/technology adoption puzzle: Why superior investment goods are not widely purchased by consumers? We show that present-bias encourages procrastination, but discourages strategic consumer behavior. Advance selling is beneficial not only to the consumers as a commitment device, but also to the seller as a price discrimination instrument. </p><p> In Chapter 4, motivated by the fresh-product delivery industry, we propose a model of service operations systems in which customers are heterogeneous both in terms of their private delay sensitivity and taste preference. The service provider maximizes revenue through jointly optimal pricing strategies, steady-state scheduling rules, and probabilistic routing policies under information asymmetry. Our results guide service mechanism design using substitution strategies. </p><p> In Chapter 5, motivated by the puzzle of excessively long queue for low quality service in tourism and healthcare industries, we study the customers’ learning behaviors in the service operations systems, when they hold incorrect beliefs about the population distribution. We highlight a simple behavioral explanation for the blind ``buying frenzy'' in service systems with low quality: The customers under-estimate others' patience and are trapped in a false optimism about the service quality. </p><p> Chapter 6 concludes the dissertation with a summary of the main results and policy recommendations.</p><p>
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Pelkey, Ryan Lawrence. "Coordinating job release dates with workdays| A job shop application to utilities field service scheduling." Thesis, Portland State University, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=1550545.
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<p> A local utility company processes a variety of jobs each day including meter reading, service shut-offs, emergency response, and customer service work. For the Company, a specific workflow begins with automated meter-reading (AMR) and ends with collections/service shut-offs (CSOs) for accounts with excessively late payments (AMR-CSO workflow). There are considerable and systemic sources of variability in both the workload and resource demands of the AMR-CSO workflow including order arrival, order release schedules, order batch-sizing and maintenance scheduling. This project draws on theory from the job-shop problem to explore possible means to mitigate this variability. We hypothesized that controlling various forms of input variability would lead to reduced downstream workload variability. Using discrete event simulation we tested a variety of measures to reduce input variability in the workflow. Consistent with other literature we find that various workload control tactics have limited impact on output measures and system performance. However, we found that system is much more sensitive to resource capacity variability. One input control tactic we call Targeted Release allowed us to reduce Company capacity variability which suggested significantly improved outcomes. These initial results are promising for both the Company and for future investigation of tactics to mitigate resource capacity variability.</p>
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Silva, Hector E. "Enterprise design for services : a systems approach for the Boeing next generation corporate travel system architecture." Thesis, Massachusetts Institute of Technology, 2010. http://hdl.handle.net/1721.1/59171.
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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division; in conjunction with the Leaders for Global Operations Program at MIT, 2010.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (p. 72).<br>Typically a company's second largest controllable expense, corporate travel affects many employees at Boeing. A challenge when implementing improvements in the travel and expense system, which is actually comprised of a system of systems, is the coordination of various solutions to ensure improvements in one area do not adversely affect the efficiency of other areas. Various systems along with the people, policies, and processes used to provide services to travelers must be coordinated both inside and outside Boeing in order for overall travel operations to function properly. The intent of this project is to establish a systems-based architecture for Boeing's Next Generation Travel System. This thesis proposes re-designing the Boeing travel system using an enterprise architecting framework to select a future state architecture for a service organization. The analysis recommends a supplier integrated "off-the-shelf' software solution, employing the software as a service business model. Under this model the supplier is paid per transaction completed in the system; adoption of this metric aligns the system to reduce re-work costs, increase first-time pass quality, and improve usability. Additionally, new supplier software tools will allow the Boeing travel organization to transition from a process-focused to a more knowledge-focused service team.<br>by Hector E. Silva.<br>S.M.<br>M.B.A.
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Koh, Younggyun. "Kernel service outsourcing: an approach to improve performance and reliability of virtualized systems." Diss., Georgia Institute of Technology, 2010. http://hdl.handle.net/1853/34700.
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Virtualization environments have become basic building blocks in consolidated data centers and cloud computing infrastructures. By running multiple virtual machines (VMs) in a shared physical machine, virtualization achieves high utilization of hardware resources and provides strong isolation between virtual machines. This dissertation discusses the implementation and the evaluation of an approach, called kernel service outsourcing, which improves the performance and the reliability of guest systems in the virtualized, multi-kernel environments. Kernel service outsourcing allows applications to exploit OS services from an external kernel existing in the shared system, not limiting application OS service requests to the local kernel. Because external kernels may provide more efficient services than the local kernel does, kernel service outsourcing provides new opportunities with applications in the guest OS for better performance. In addition, we apply the kernel service outsourcing technique to implement natural diversity, improving the reliability of the virtualized systems.
We present two major benefits of kernel service outsourcing. First, we show that I/O service outsourcing can significantly improve the I/O performance of guest OSes by up to several times. In some important cases, the performance of network applications in the guest OS using network outsourcing was comparable to that of native OS (Linux). We also apply kernel service outsourcing between Windows and Linux, and show that kernel service outsourcing is viable even with two heterogeneous OS kernels. In addition, we study further performance optimization techniques that can be achieved in the external kernel when certain OS services are outsourced to the external kernel.
The second benefit of kernel service outsourcing is to improve system reliability through natural diversity created by the combination of different kinds of the OS kernel implementations. Because OS services can be outsourced to different versions or even heterogeneous types of OS kernel for equivalent functions, malicious attacks that aim to exploit certain vulnerabilities in specific versions of OS kernels would not succeed in the outsourced kernels. Our case studies with Windows and Linux show that kernel service outsourcing was able to prevent the malicious attacks designed to exploit implementation-dependent vulnerabilities in the OSes from becoming successful in the outsourced systems.
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Huang, Shijie. "Waiting Lines and System Selection in Constrained Service Systems with Applications in Election Resource Allocation." The Ohio State University, 2016. http://rave.ohiolink.edu/etdc/view?acc_num=osu1471541297.
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Printezis, Antonios. "Pricing Models for Admission in Service Systems." Case Western Reserve University School of Graduate Studies / OhioLINK, 2005. http://rave.ohiolink.edu/etdc/view?acc_num=case1112718326.
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Sahlin, John P. "System goodput (gs)| A modeling and simulation approach to refute current thinking regarding system level quality of service." Thesis, The George Washington University, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=3606836.
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<p> This dissertation represents a modeling and simulation approach toward determining whether distributed computing architectures (e.g., Cloud Computing) require state of the art servers to ensure top performance, and whether alternate approaches can result in optimized Quality of Service by reducing operating costs while maintaining high overall system performance. The author first investigated the origins of Cloud Computing, to ensure that the model of distributed computing architectures still applied to the Cloud Computing business model. After establishing that Cloud Computing was in fact a new iteration of a current architecture, the author conducted a series of modeling and simulation experiments using the OPNET Modeler system dynamics tool to evaluate whether variations in the server infrastructure altered the overall system performance of a distributed computing architecture environment. This modeling exercise focused on comparing state of the art commodity Information Technology (IT) servers to those meeting the Advanced Telecommunications Association (AdvancedTCA or ATCA) open standard requirements, which are generally at least one generation behind commodity servers in terms of performance benchmarks. After modeling an enterprise IT environment, and simulating network traffic using the OPNET Modeler tool, the author concluded that there is no system-level performance degradation in using AdvancedTCA servers for the consolidation effort, using ANOVA/Tukey and Kruskal-Wallis multivariate data analysis of the simulation results. In order to conduct this comparison, the author developed a system-level performance benchmark, System Goodput (GS) to represent end to end performance of services, a more appropriate measure of the performance of distributed systems such as Cloud Computing. The analysis of the data proved that individual component benchmarks are not an accurate predictor of system-level performance. After establishing that using slower servers (e.g., ATCA) does not affect overall system performance in a Cloud Computing environment, the author developed a model for optimizing system-level Quality of Service (QoS) for Cloud Computing infrastructures by relying on the more rugged ATCA servers to extend the service life of a Cloud Computing environment, resulting in a much lower Total Ownership Cost (TOC) for the Cloud Computing infrastructure provider.</p>
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Pasupathy, Kalyan Sunder. "Sustainability of the Service-Profit Chain." Diss., Virginia Tech, 2006. http://hdl.handle.net/10919/26257.
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Managers in organizations make investment decisions all the time. These decisions have an impact on the bottom-line profits and on the market penetration of the organization. Some decisions have more impact than others do and not all such decisions are evaluated for their impact. The Service-Profit Chain (SPC) framework brings together several components like operational attributes, customer perceptions, customer behavioral intentions and customer loyalty to evaluate the service operation. This research augments the SPC with another component â uncontrollable factors (environmental variables and competition) that are exogenous to the operation but definitely have an effect on the service delivery process. Further, this research develops a dynamic model to evaluate investments made in operational attributes (e.g. number of tellers in a bank, number of airline flight options to a particular city available to customers) and determine the behavior of customer perceptions, customer intentions, customer loyalty, profit, market penetration and marginal rate of return over time.
The above is accomplished by incorporating a hill-climbing algorithm into the dynamic SPC model. This hill-climbing algorithm senses the current state of the system and compares it to a certain goal to determine the discrepancies and make additional interventions. The objective is to determine an optimal path to steady state and to evaluate if certain goals are realistic. Next, the Service Sustainability Chain is developed to be applicable to training services. This is accomplished by building key relationships specific to training services into separate modules. The Dynamic SPC module is based on the SPC framework. The Customer Base Growth module captures the structure for referrals and how this enables the growth of the customer base mimicking the infectious model for epidemic diseases in the literature.
A methodology based on Chi-Square Automatic Interaction Detection (CHAID) and Structural Equation Modeling (SEM) developed to explore, uncover and identify relationships and mathematical equations is used to determine the structural input-output representation of the SPC. Next, the model and the methodology developed are applied to a case study in a training services organization, simulated and validated.<br>Ph. D.
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Price, Gregory D. Jr. "Service based logistics optimization." Thesis, Massachusetts Institute of Technology, 2014. http://hdl.handle.net/1721.1/90794.
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Thesis: M.B.A., Massachusetts Institute of Technology, Sloan School of Management, 2014. In conjunction with the Leaders for Global Operations Program at MIT.<br>Thesis: S.M., Massachusetts Institute of Technology, Engineering Systems Division, 2014. In conjunction with the Leaders for Global Operations Program at MIT.<br>18<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (pages 109-110).<br>This thesis explores the use of a service based logistics optimization (SBLO) methodology for an inbound reverse logistics network. Currently, Quest Diagnostics solves the vehicle routing problem with time windows (VRPTW) in designing routes. The objective of the canonical VRPTW is to find a minimum cost route that visits every node once while meeting time window and capacity constraints without consideration to service levels. Since many of the nodes in Quest's logistics network receive multiple pickups per day, have time-sensitive biological specimens, and require different service levels, the SBLO is more aligned with service objectives. First, a spatio-temporal network model is created for every client in the logistics network. Next, a key service level metric (logistics turn-around-time) is defined. Finally, the SBLO is developed and tested on a small geographic area in Brighton, MA. The results of the two week pilot were promising; service levels improved 25%, labor costs per requisition decreased by 10%-15%, and additional capacity was created the 2nd and 3rd shifts. Although the effectiveness of the SBLO will be different for each route, the gains in service, reductions in cost, and increases in efficiency of the pilot warrant an investigation of the new optimization methodology applied to the entire logistics network. Quest could theoretically start processing 28% of the total New England testing volume by the 1st or 2nd shift, lowering operational costs, increasing efficiencies, and improving service levels dramatically. Additionally, this service based optimization strategy provides a value proposition that is more aligned with customer value expectations.<br>by Gregory D. Price, Jr.<br>M.B.A.<br>S.M.
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Ponsignon, Frédéric. "Process design in an information-intensive service delivery system : an empirical study." Thesis, University of Exeter, 2010. http://hdl.handle.net/10036/104654.
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The objective of this thesis is to explore the design of operational processes in information-intensive service delivery systems. Empirical data is presented which builds upon existing literature within the Business Process Management (BPM) and Service Operations Management (SOM) disciplines. Adopting a theory building mode, the thesis concludes with the formulation of several research propositions which specify the design characteristics of the processes that provide the service concept to the customer. The research addresses a number of gaps in the literature. First, there is little empirical evidence concerning the relationship between the service concept, customer inputs, and process design. Second, service classification schemes promote homogeneous thinking in the design of service systems delivering diverse service concepts. Third, the BPM literature provides generic process design principles which offer limited theoretical insights into the design requirements of operational processes. Finally, there is a need for process design research in information-intensive service organisations. A research framework that integrates theoretical models addressing service process design is investigated using a single case study approach. Fieldwork was carried out over a sixteen-month period in a large electricity supplier in the UK. In contrast to the macro-orientation found within the literature, this study employs a more granular level of analysis to address the unique requirements of ‘service concept – processes’ pairs. This approach results in a number of important findings which, in several instances, are in contradiction to current thinking. First, the results empirically validate the theoretical relationship between service concept, customer inputs, and process design. Different service concepts lead to different process designs, and the more customised the service concept, the more the process is uniquely designed. Significant differences in the design of the individual processes that collectively provide the service concept to the customer are highlighted. The results also provide some new insights into the design of front office – back office activities as well as into the design characteristics of processes characterised by low customer contact. In addition, the study refutes the view that generic process design principles are universally applicable irrespective of the context in which the processes operate. Finally, the research findings show that a process-based view of service systems allows for heterogeneity; that is differences in the design of service delivery processes within the same organisation.
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Lee, Seung Yup. "Proactive Coordination in Healthcare Service Systems through Near Real-Time Analytics." Thesis, Wayne State University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10839804.
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<p> The United States (U.S.) healthcare system is the most expensive in the world. To improve the quality and safety of care, health information technology (HIT) is broadly adopted in hospitals. While EHR systems form a critical data backbone for the facility, we need improved 'work-flow' coordination tools and platforms that can enhance real-time situational awareness and facilitate effective management of resources for enhanced and efficient care. Especially, these IT systems are mostly applied for reactive management of care services and are lacking when they come to improving the real-time "operational intelligence" of service networks that promote efficiency and quality of operations in a proactive manner. In particular, we leverage operations research and predictive analytics techniques to develop proactive coordination mechanisms and decision methods to improve the operational efficiency of bed management service in the network spanning the emergency department (ED) to inpatient units (IUs) in a hospital, a key component of healthcare in most hospitals. The purpose of this study is to deepen our knowledge on proactive coordination empowered by predictive analytics in dynamic healthcare environments populated by clinically heterogeneous patients with individual information changing throughout ED caregiving processes. To enable proactive coordination for improved resource allocation and patient flow in the ED-IU network, we address two components of modeling/analysis tasks, i.e., the design of coordination mechanisms and the generation of future state information for ED patients. </p><p> First, we explore the benefits of early task initiation for the service network spanning the emergency department (ED) and inpatient units (IUs) within a hospital. In particular, we investigate the value of proactive inpatient bed request signals from the ED to reduce ED patient boarding. Using data from a major healthcare system, we show that the EDs suffer from severe crowding and boarding not necessarily due to high IU bed occupancy but due to poor coordination of IU bed management activity. The proposed proactive IU bed allocation scheme addresses this coordination requirement without requiring additional staff resources. While the modeling framework is designed based on the inclusion of two analytical requirements, i.e., ED disposition decision prediction and remaining ED length of stay (LoS) estimation, the framework also accounts for imperfect patient disposition predictions and multiple patient sources (besides ED) to IUs. The ED-IU network setting is modeled as a fork-join queueing system. Unlike typical fork-join queue structures that respond identically to a transition, the proposed system exhibits state-dependent transition behaviors as a function of the types of entities being processed in servers. We characterize the state sets and sequences to facilitate analytical tractability. The proposed proactive bed allocation strategy can lead to significant reductions in bed allocation delay for ED patients (up to ~50%), while not increasing delays for other IU admission sources. We also demonstrate that benefits of proactive coordination can be attained even in the absence of highly accurate models for predicting ED patient dispositions. The insights from our models should give confidence to hospital managers in embracing proactive coordination and adaptive work flow technologies enabled by modern health IT systems. </p><p> Second, we investigate the quantitative modeling that analyzes the patterns of decreasing uncertainty in ED patient disposition decision making throughout the course of ED caregiving processes. The classification task of ED disposition decision prediction can be evaluated as a hierarchical classification problem, while dealing with temporal evolution and buildup of clinical information throughout the ED caregiving processes. Four different time stages within the ED course (registration, triage, first lab/imaging orders, and first lab/imaging results) are identified as the main milestone care stages. The study took place at an academic urban level 1 trauma center with an annual census of 100,000. Data for the modeling was extracted from all ED visits between May 2014 and April 2016. Both a hierarchical disposition class structure and a progressive prediction modeling approach are introduced and combined to fully facilitate the operationalization of prediction results. Multinomial logistic regression models are built for carrying out the predictions under three different classification group structures: (1) discharge vs. admission, (2) discharge vs. observation unit vs. inpatient unit, and (3) discharge vs. observation unit vs. general practice unit vs. telemetry unit vs. intensive care unit. We characterize how the accumulation of clinical information for ED patients throughout the ED caregiving processes can help improve prediction results for the three-different class groups. Each class group can enable and contribute to unique proactive coordination strategies according to the obtained future state information and prediction quality, to enhance the quality of care and operational efficiency around the ED. We also reveal that for different disposition classes, the prediction quality evolution behaves in its own unique way according to the gain of relevant information. (Abstract shortened by ProQuest.) </p><p>
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Pardede, Erna K. (Erna Kertasasmita). "Service bulletin inventory management and modeling for aerospace parts in customer service organization." Thesis, Massachusetts Institute of Technology, 2013. http://hdl.handle.net/1721.1/81011.
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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division; in conjunction with the Leaders for Global Operations Program at MIT, 2013.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (p. 73-74).<br>The Customer Service department of United Technology Corporation (UTC) Aerospace System is primarily responsible for providing spare parts, repair services, training, and technical support for products that UTC Aerospace Systems develops. The goal for spares turn-around time is a 7-day or less and for repair turn-around time is a 15 -day or less. In reality, most of parts needed to support spare parts' order and repair operations have lead times that are greater than the targeted turn-around time, which leads to a costly build-to-stock inventory policy. Proper inventory management becomes the focus of the department, given that both inadequate and excess inventory can have a financial impact and damage the overall health of the business. This thesis presents a project to develop a method and implement improvements to the current inventory management. Service Bulletins (SBs) are recommended procedures for repairing products. A SB is issued by UTC Aerospace Systems Customer Service to their customers when there is a safety concern to the current product, or when improvement to the original product design results in either increased performance or lower maintenance costs. Management of a Service Bulletin begins with an engineered solution to an existing product, followed by a ramp up in inventory to support the retrofit activities. Management of the inventory to support these Service Bulletins can be complex and very difficult as it depends on estimates of units in service and timing of units to be returned to UTC Aerospace Systems Repair, and part replacement rate estimates of certain components. Actual units returned, the timing of the returns, and the actual part replacement may vary from earlier estimates made by UTC Aerospace Systems technical personnel during the preparation stages, and therefore require good inventory planning. The author began the project by conducting interviews with key personnel., assessing the current state of service bulletin process, and documenting challenges faced with the current process. An initial hypothesis of the units returned model was made based on the nature of service bulletins (Safety, Retrofit, and Attrition). Data extraction and analysis of existing service bulletin units returned was conducted, focusing on the descriptive texts that were provided by repair personnel. Detailed reviews with subject matter experts were conducted to confirm the observations and analysis. Finally, a consensus was reached on the type of service bulletin that the author should focus on assessing. Mechanistic growth models of units returned were developed and proposed. The models could be used to determine order points based on average return rates and variance. Utilizing the models to build process monitoring tool in turn could support inventory reduction by at least 30% while reducing the amount of work order shortages.<br>by Erna K. Pardede.<br>S.M.<br>M.B.A.
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Kolarík, Tomáš. "Implementace protokolu ACP do operačního systému L4." Master's thesis, Vysoké učení technické v Brně. Fakulta elektrotechniky a komunikačních technologií, 2012. http://www.nusl.cz/ntk/nusl-219477.
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This thesis deals with the implementation of ACP protocol which serves to manage the access for operation system based on L4 microkernel. The theoretical part of the thesis deals with methods of access management in computer networks. It focuses primarily on AAA systems which make access management possible. Furthermore it describes in detail the ACP protocol, the types of messages and their feedback. The next theoretical part is dedicated to operation systems and in particular to their architecture and services. Then we get a closer look at L4 microkernel family, their philosophy and properties. We continue with a detailed description of the L4 application interface and its ways of expansion. The practical section deals with the implemented concept of system for ACP protocol support in computers. General concept is then applied in real implementation of ACP protocol into the L4 operation system environment based on the L4 platform. To assist, I also included a detailed tutorial explaining the modeling and compilation of software for this platform. At this point we describe the methods used at the implementation and the description of particular modules and features. The end of the thesis concludes the information about the ways of testing and the implementation properties.
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Swist, Mark B. "Using UNIX segment level file locks with Ada tasks." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1992. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.S.)--Kutztown University of Pennsylvania, 1992.<br>Source: Masters Abstracts International, Volume: 45-06, page: 3193. Abstract precedes thesis as [2] preliminary leaves. Typescript. Includes bibliographical references (leaves 16-18).
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SALASSA, FABIO GUIDO MARIO. "Matheuristics for Combinatorial Optimization Problems:Applications to Services and Production Systems." Doctoral thesis, Politecnico di Torino, 2011. http://hdl.handle.net/11583/2495816.
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Many problems arising in different areas such as production or distribution of goods and services are combinatorial optimization problems (COPs). Many examples can be made for all areas:
• Production Scheduling (flow shop, job shop, open shop, etc.)
• Resource Management (production factors, human capital, lot sizing etc.)
• Logistics (warehouses, distribution, location, etc.)
• Finance (portfolio management, risk management, etc.)
These problems are interesting because of their relevant practical importance but are also well known to be difficult to solve. This difficulty and, at the same time, the fact that they are concrete and important problems, have led to a large number of solution techniques for COPs. The solution techniques for solving them
are traditionally split into exact (mostly based on the optimal solution of the integer programming formulation of the real problem) and heuristic algorithms.
Recently a new wave has rapidly grown in the community of researchers, the hybridization of these two approaches, the so called Matheuristics which rely on the idea of exploiting the best of the two, leading to a very large scale neighborhood search based on mathematical programming. While for the combination of heuristic procedures there exists a wide literature, matheuristics are still in development. The Thesis, beyond an introduction on that new approach, presents several different examples and results of such matheuristics on a variety of test instances. Finally
some conclusion from the performed experiments and trajectories for future research are drawn.
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Pietikäinen, Anssi, and Abdul Qudoos Ahmad. "How Can Service Dominant Logic Help Small Enterprises to Improve Their Operations? : The Case of Kestohitsaus Oy." Thesis, Karlstads universitet, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-14451.
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Prokeš, Viktor. "Studie systémové a procesní optimalizace servisního řízení." Master's thesis, Vysoké učení technické v Brně. Fakulta strojního inženýrství, 2010. http://www.nusl.cz/ntk/nusl-229310.
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This thesis is oriented on the automotive industry with the focus on the domestic producer of the vehicles – the Škoda Auto Company. It describes the subject of business in the mentioned company and subsequently it refers to the current trends of the automotive market in the Czech Republic. On the basis of the analyses` results of the after-sales services allied with usage of the Škoda-products it will propose their possible future progression. Thereinafter will the thesis concentrate on the description of the existing after-sales processes focused on the „through-pass“ of the vehicle through the authorised Škoda Auto service. It deals with the analysis of the service systems in detail using the tight cohesion of them. Modern technologies used in the current vehicles put significantly higher demands on their maintenance, which call for the continual optimization of the service processes with the maximal utilisation effort of the feedback. The appropriate personnel have become the necessity. For these purposes it will be recommended the introduction of the electronic multipurpose memory devices intended for the data collection. In the next step will the after-sale-service process be described with the focus on the usage of these electronic memory vehicle-keys with the reference to the procedural simplification of the maintenance operations. The final part of the thesis will evaluate the general contribution of the proposed resolution for the service processes as well as their users.
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Atyeo, Simon Vincent, and simon atyeo@defence gov au. "An Intelligent System for the Pre-Mission Analysis of Helicopter Emergency Medical Service Operations." RMIT University. Aerospace, Mechanical and Manufacturing Engineering, 2009. http://adt.lib.rmit.edu.au/adt/public/adt-VIT20090508.102128.
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The Helicopter Emergency Medical Service (HEMS) accident rate has driven operators from around the world to address the management of risks inherent to their operations. In-flight decision-making, pre-flight planning, failure to follow standard operating procedures, delayed remedial actions, and misinterpretation of environmental cues are all areas that need to be addressed for safe HEMS operations. HEMS operations are complex, being a joint exercise between the flight crew, paramedics and supporting agencies. Operations occur around-the-clock, in all-weather conditions, and often with no fore-warning. In a time critical operation, where precious minutes may cost lives, operators must decide which cases warrant a HEMS response and if so, whether the conditions are safe to conduct the mission. Intelligent systems are an emerging field offering benefits to a multitude of applications. This research forms a comprehensive investigation of the application of 'intelligent systems' to the pre-mission analysis of HEMS operations. The research has resulted in the development of a prototype decision support system capable of assisting in the pre-mission analysis of HEMS operations. The prototype system is capable of supporting flight coordinators and crew in the decision-making processes prior to HEMS operations and can potentially improve emergency medical services to the community.
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Earle, John K. "Functional unbundling of special protection systems as a required interconnected operating service in a deregulated environment." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1998. http://www.collectionscanada.ca/obj/s4/f2/dsk2/tape17/PQDD_0014/MQ35491.pdf.
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Nemanja, Lukić. "Predlog proširenja Android operativnog sistema servisima digitalne televizije." Phd thesis, Univerzitet u Novom Sadu, Fakultet tehničkih nauka u Novom Sadu, 2014. http://www.cris.uns.ac.rs/record.jsf?recordId=89554&source=NDLTD&language=en.
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Ova disertacija se bavi istraživanjem u oblasti integracije servisa digitalne televizije u moderne uređaje potrošačke elektronike. Cilj teze je da razvije pristup za sistemsko proširenje Android operativnog sistema servisima digitalne televizije, i da predloži rešenje koje omogućuje rad u realnom vremenu. Kvalitet rešenja se ocenjuje odgovarajućim metrikama preko ocene kvaliteta implementirane Java objektno orijentisane sprege za TV servise. Osnovni doprinos teze se ogleda u definisanju jedinstvene programske sprege servisa digitalne televizije na platformama koje prate paradigmu virtuelne mašine. Predloženo rešenje omogućuje razvoj aplikacija optimizovanih za izvršavanje na TV uređajima i dalje sprezanje podataka TV servisa sa ostatkom Android ekosistema.<br>This PhD dissertation addresses the problem of integration of the digital TV services inside modern consumer electronic devices. The main focus of the dissertation is a development of systematic approach for extension of Android operating system with support for digital television. Combined with this, the dissertation describes solution in form of hardware platform with accompanying software that closely follows this approach and achieves real-time performance. Quality of proposed solution is benchmarked using metrics for measuring quality of object-oriented program code. The main contribution of the dissertation is unification of system software API for digital television on Android-based platforms. Proposed solution allows development of TV-centric software capable of real-time performance, and further native integration of data coming from DVB broadcast into Android ecosystem.
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Jones, Peter. "Hospitality operations management : a systems approach to the service concept and capacity management." Thesis, University of Surrey, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.388992.
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Jaaron, Ayham A. M. "Organic structures for manufacturing support services : the role of affective commitment." Thesis, Loughborough University, 2010. https://dspace.lboro.ac.uk/2134/6338.
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Manufacturing support services, operating as call centres, are one of the fastest growing and preferred means of service delivery in today's ever-changing manufacturing environment. The call centre has a significant potential to provide support to manufacturing organizations with business intelligence captured during contacts with customers. Research has shown that affective commitment is of particular significance in the workplace since this has been found to have the greatest impact on individuals performance, on-work behaviour and ultimately organisational effectiveness (Porter, Steers & Boulian 1974, Sung 2007, Shum 2008, Herscovitch 2002, Gong 2009). Meyer and Allen (1991) define affective commitment as a measure of the employee's emotional attachment to the organisation, the strength of identification with the goals of the organisation and strength of commitment to its success and continuous improvement. However, call centres are mechanistic structure models represented by close monitoring of words, stressful working loads, emotional exhaustion and burnout, and minor empowerment of employees. As a result employees lack affective commitment which detrimentally influences the service quality and has consequences such as high employee turnover and low customer satisfaction. Mechanistic structures are inward oriented structures that must be shielded from the environment but call centres are outward-facing entities. This firmly implies that call centres must be given a certain form of organic structure that will stimulate affective commitment building among employees and improve work conditions. This study aims to identify that by the implementation of an organic structure, through a systems engineering approach, to the design of manufacturing support services, the affective commitment of front-line employees will significantly increase, and due to that significant, but often counter-intuitive, benefits can be created. Conducted on a multiple-case design, three organisations were selected in this research study to collect both qualitative and quantitative data. Results were analysed for each case individually before it was analysed on inter-case basis. This has been done to show differences and similarities in patterns of data across the case studies. Results from the research show that structuring call centres around the principles of systems thinking will produce an organically structured support services department that will improve employees working conditions, and will formally institute the integration of call centre with other business units in the manufacturing organisation. The cross-case comparison revealed significant improvement in employees affective commitment level using organic structure when contrasted with employees working under mechanistic structure designs. It was revealed that by leveraging employee s affective commitment that significant benefits can be created at different levels in the organisation; an employee s level, managerial level, customer level, and the overall business level. A novel methodology for organic structures implementation, as a value creating model, was formulated. The emerged methodology consists of six major tasks and a decision making criteria. Results from this research indicate that there is a need for manufacturing organisations to structure their support services departments following organic structures that could provide a rewarding working experience for their employees while achieving organisational goals. The study makes an explicit practical contribution for manufacturing organisations in the selection of proper support service design and contribute substantially to the theory about manufacturing support services structures and management.
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Kheong, Lye Sue. "Evaluation of information systems development in the NHS using NIMSAD framework." Thesis, University of Central Lancashire, 1996. http://clok.uclan.ac.uk/1881/.
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The principal focus of the research effort was the management of information systems development to support the increased information needs arising from the radical health reforms of 1989. This was undertaken in collaboration with a purchaser and a provider within the health service. An action research approach was adopted wherein the researcher was actively involved in the development and successful implementation of an information system. Initial findings revealed a variety of factors hindering the purchaser and the provider from successfully developing the intended information systems to support the contracting process required in the reforms. A disparity in relative strengths between the purchaser and provider was considered a major constraint hindering the purchaser from developing the intended information system and performing their designated role in the new internal market system of the NHS. Through the rapid development of a computer-based information system the immediate needs of the purchaser and the provider were satisfied, and development of the individuals and the organisation took place. Subsequent to the development, a reflective post-intervention evaluation was carried out using a conceptual problem solving framework. Three important findings emerged from the systems development effort: [1] The employment of prototyping in the evolutionary development of the intended information system is considered to be particularly pertinent and responsive to the uncertain requirements of organisations undergoing change. [2] The embracing of a flexible blend of expert intervention and facilitation is an important element in the information systems development process. {3) The development of the individuals and the organisation is an intrinsic part of developing information systems. Using the NIMSAD framework for post-intervention evaluation of the development effort, various additional findings were abstracted from the critical evaluation and reflection on the adopted approach. The systems development process was evaluated against three identified elements - the problem situation, the problem solving process and the problem solver. Results of the evaluation and reflection revealed deficiencies in the research, which indicate that: [1] The appreciation of the context and content of the problem situation increases the level of understanding of the 'problems' leading to the adoption of appropriate methodologies for conducting the problem solving process. [2] The effectiveness of the adopted problem solving process can be enhanced by the validation of the client's definition of the problem, the facilitation of involvement from participants, the innovative use of prototyping and the need for evaluation of the process. [3] The personal characteristics of the problem solver significantly influence the possible solutions to the identified problems. Contributions from the evaluation of the research effort can be seen in: [1] The suggested reflexive model for action research, with emphasis on evaluation of the actions of the researcher as a problem solver. [2] The need to maintain close links with the client and communicate disparate perceptions of the problem and problem situation. [3] The employment of a flexible blend of expert intervention and facilitation (a hybrid approach enables the resolution of the problem from a multidisciplinary perspective). [4] Suggestion for further research into the personal characteristics of an effective problem solver.
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Kulling, Karl Christian. "Optimized distribution supply chain for improved customer service." Thesis, Massachusetts Institute of Technology, 2015. http://hdl.handle.net/1721.1/99029.
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Thesis: M.B.A., Massachusetts Institute of Technology, Sloan School of Management, 2015. In conjunction with the Leaders for Global Operations Program at MIT.<br>Thesis: S.M., Massachusetts Institute of Technology, Engineering Systems Division, 2015. In conjunction with the Leaders for Global Operations Program at MIT.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (pages 54-55).<br>In an attempt to attract consumers, companies are offering an increasingly wide range of product varieties to cater to each consumers individual needs and desires. This behavior leads to fragmentation of demand that increases supply chain complexity and cost. At Company X, this behavior is also visible. There is a proliferation of product types and sizes as these are increasingly used for product differentiation by both the company and original equipment manufacturers that use its products. This, in turn, lowers demand per product and disaggregates it, resulting in higher variability. Some of Company Xs products that are affected by the changes in demand patterns, and consequently have relatively low demand, are also highly profitable. This relatively small, but increasingly important segment of the market is not well served by the existing supply chain that has been optimized for large, steady flows of products. Service levels for products with the new demand patterns are low, leading to customer dissatisfaction and lost sales. We hypothesize that Company X can improve its customer service, as measured by service level, fill rate, and on time delivery rate, for consumer products by adopting a segmented supply chain. The current supply chain is optimized for products that have a steady and large demand, but it undersupplies products with low or variable demand. A segmented supply chain would allow each segment of products to be served by a supply chain that is optimized to that segments demand characteristics. Traditional manufacturing would provide a low-unit-cost source of products, while a new, agile small-scale manufacturing source would provide a responsive source of products.<br>by Karl Christian Kulling.<br>M.B.A.<br>S.M.
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Singh, Akash. "An intelligent user interface model for contact centre operations." Thesis, Nelson Mandela Metropolitan University, 2007. http://hdl.handle.net/10948/d1011399.
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Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
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Esterhuyse, Eben. "On providing an efficient and reliable virtual block storage service." Thesis, Stellenbosch : Stellenbosch University, 2001. http://hdl.handle.net/10019.1/51862.
Full textAbstract:
Thesis (MComm)--Stellenbosch University, 2001.<br>ENGLISH ABSTRACT: This thesis describes the design and implementation of a data storage service. Many
clients can be served simultaneously in an environment where processes execute on
different physical machines and communicate via message passing primitives. The
service is provided by two separate servers: one that functions at the disk block level
and another that maintains files.
A prototype system was developed first in the form of a simple file store. The prototype
served two purposes: (1) it extended the single-user Oberon system to create a multiuser
system suitable to support group work in laboratories, and (2) it provided a system
that could be measured to obtain useful data to design the final system. Clients access
the service from Oberon workstations. The Oberon file system (known as the Ceres file
system) normally stores files on a local disk. This system was modified to store files on
a remote Unix machine. Heavily used files are cached to improve the efficiency of the
system.
In the final version of the system disk blocks are cached, not entire files. In this way
the disks used to store the data are unified and presented as a separate virtual block
service to be used by file systems running on client workstations. The virtual block
server runs on a separate machine and is accessed via a network. The simplicity of the
block server is appealing and should in itself improve reliability. The main concern is
efficiency and the goal of the project was to determine whether such a design can be
made efficient enough to serve its purpose.<br>AFRIKAANSE OPSOMMING:Hierdie tesis omskryf die ontwerp en implementasie van 'n data stoor diens. Verskeie
gebruikers word bedien deur die diens wat funksioneer in 'n verspreide omgewing: 'n
omgewing waar prosesse uitvoer op verskillende masjiene en met mekaar kommunikeer
met behulp van boodskappe wat rondgestuur word. Die diens word verskaf deur twee
bedieners: die eerste wat funksioneer op 'n blok vlak en die ander wat lers onderhou.
'n Prototipe leer diens is ontwikkel deur middel van 'n basiese leer stoor. Die prototipe
het twee funksies verrig: (1) die enkel gebruiker Oberon stelsel is uitgebrei na 'n
veelvoudige gebruiker stelsel bruikbaar vir groepwerk in 'n laboratorium omgewing, en
(2) 'n stelsel is verskaf wat betroubare en akkurate data kon verskaf vir die ontwerp van
die finale stelsel. Oberon werkstasies word gebruik met die leer diens. Die Oberon leer
stelsel (ook bekend as die Ceres leer stelsel) stoor normaalweg leers op 'n lokale skyf.
Hierdie bestaande stelsel is verander om leers te stoor op 'n eksterne Unix masjien.
Leers wat die meeste in gebruik is word in geheue aangehou vir effektiwiteits redes.
Die finale weergawe van die stelsel berg skyf blokke in geheue, nie leers nie. Hierdie
metode laat dit toe om data te stoor op 'n standaard metode, bruikbaar deur verskillende
tipes leer stelsels wat uitvoer op verskeie gebruikers se werkstasies. Die virtuele
blok stoor voer uit op 'n aparte masjien en is bereikbaar via 'n netwerk. Die eenvoudige
ontwerp van die diens is opsigself aanloklik en behoort betroubaarheid te verbeter. Die
hoof bekommernis is effektiwiteit en die hoofdoel van die projek was om te bepaal of
hierdie ontwerp effektief genoeg gemaak kon word.
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Luna, Alberto M. B. A. Sloan School of Management. "Characterizing and improving the service level agreement at Amazon." Thesis, Massachusetts Institute of Technology, 2015. http://hdl.handle.net/1721.1/99011.
Full textAbstract:
Thesis: M.B.A., Massachusetts Institute of Technology, Sloan School of Management, 2015. In conjunction with the Leaders for Global Operations Program at MIT.<br>Thesis: S.M., Massachusetts Institute of Technology, Engineering Systems Division, 2015. In conjunction with the Leaders for Global Operations Program at MIT.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (page 72).<br>Amazon's Service Level Agreement (SLA) is a promise to its customers that they will receive their orders on time. At the Fulfillment Center (FC) level, the SLA is based on the capability to fulfill open orders scheduled to ship at each departure time. Each center's capability depends on a complex interaction between fluctuating product demand and time-dependent processes. By lowering SLA, Amazon could provide an enhanced the customer experience, especially for same day delivery (SDD). However, providing additional time to the customer also means that the FCs have less time available to fulfill open orders, placing the customer experience of those orders at an increased risk of a missed delivery. This thesis explores cycle time reductions and throughput adjustments required to reduce the SLA at one of Amazon's Fulfillment Centers. First, a method to analyze time-dependent cycle time is used to evaluate the individual truck departure times, revealing that the current process conditions have difficulty meeting current demand. Then, using lean principles, process changes are tested to assess their ability to improve the current processes and allow for an SLA reduction. Although a 1% increase in capacity is possible by improving the processes, system constraints make the changes impractical for full implementation. Consequently, a capacity analysis method reveals that an additional capacity of up to 9.38% is needed to improve the current process conditions and meet current demand. The capacity analysis also reveals that reducing the SLA from its current state requires up to 13.79% more capacity to achieve a 50% reduction in SLA. Through capacity adjustments, the added cost of late orders is mitigated, resulting in a reduced incidence of orders late to schedule and a reduced risk of missed deliveries. The methods utilized in this thesis are applicable to other Amazon FC's, providing a common capability and capacity analysis to aid in fulfillment operations.<br>by Alberto Luna.<br>M.B.A.<br>S.M.
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Carbone, Lisa Ann S. "Autonomy in the California Disability Services System." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1818.
Full textAbstract:
Legislation concerning California residents with intellectual and developmental disabilities (ID/DD) requires recipients of services to be treated as independent individuals while emphasizing self-determination. At the same time, under regulatory procedures, recipients are considered dependent on the delivered services and not self-determinant. Neither the California Department of Developmental Services nor the trade associations representing community service providers have established a unified, systematic practice to support self-determination. This phenomenological study explored the experience of adults with ID/DD working toward self-determination.
Specifically, it explored how medical and social models contribute to shaping and actualizing the independence of this population. Interviews with eight adults with ID/DD explored the perceived barriers to, and opportunities for, achieving independence through self-determination. Under the current statutory regulations, the study viewed two conceptual lenses. The first lens, social role valorization, is based on the study of normalization. The second lens, social reaction, emphasizes a response to the disparities that acknowledge the political, cultural, and social beliefs associated with theories of deviance and social role valorization. The findings demonstrated that self-determination requires collaboration between coordinated services, primary social systems, and theoretical services supporting social role value. The discovery of these key elements may help California's disability service system fulfill legislative requirements to increase opportunities for personal choice.
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Ehrlich, Joseph Emanuel. "Applications of Automatic Vehicle Location systems towards improving service reliability and operations planning in London." Thesis, Massachusetts Institute of Technology, 2010. http://hdl.handle.net/1721.1/60799.
Full textAbstract:
Thesis (S.M. in Transportation)--Massachusetts Institute of Technology, Dept. of Civil and Environmental Engineering, 2010.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (p. 163-165).<br>Technological advances in the transit industry, such as the introduction of Automatic Vehicle Location (AVL) systems, have provided agencies with robust data collection and measurement systems and enabled the development of comprehensive planning and operations tools. This thesis reviews the impact of an AVL installation in London, and demonstrates how data recorded by this system may be used to improve service reliability and operations planning on the London bus network. In particular, this thesis focuses on capabilities which would have been impossible prior to the installation of AVL. Service reliability has traditionally been measured from an operations perspective despite a major objective of the transit agency being to provide high quality service to passengers. A framework for a service reliability analysis is developed which explores new passenger-centric measures used to describe the quality of transit service, which are measured with AVL data. First, an analysis of trends in service reliability and factors that contribute to service reliability is performed in order to gain a better understanding of the environment in which transit services are operated. Three new passenger-centric measures of reliability are then introduced which describe the entire bus passenger experience. These measures are evaluated for a set of origin/destination pairs on six bus routes, and the differences in the perception of reliability between the new measures and the traditional measures are identified. The analysis demonstrates that while the traditional measures of reliability are relevant, the new measures provide additional insight. Recommendations are made with regard to implementing these new measures, providing better passenger journey information by applying these measures, and improving service control practices by monitoring these measures. AVL data provides for the development of more robust operations plans since these data allow for a greater degree of accuracy when measuring point to point running times. A framework is presented for how running times measured with AVL may be used to assess the efficacy of current operations plans and aid operations planners in vehicle scheduling. Recommendations are made with regards to how AVL data should be used to evaluate the effectiveness of existing schedules and develop more robust schedules.<br>by Joseph Emanuel Ehrlich.<br>S.M.in Transportation
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Ellis, Steven C. "A Theory of Constraints Service Systems Improvement Method: Case of the Airline Turnaround Problem." FIU Digital Commons, 2011. http://digitalcommons.fiu.edu/etd/404.
Full textAbstract:
This dissertation develops a process improvement method for service operations based on the Theory of Constraints (TOC), a management philosophy that has been shown to be effective in manufacturing for decreasing WIP and improving throughput. While TOC has enjoyed much attention and success in the manufacturing arena, its application to services in general has been limited. The contribution to industry and knowledge is a method for improving global performance measures based on TOC principles. The method proposed in this dissertation will be tested using discrete event simulation based on the scenario of the service factory of airline turnaround operations. To evaluate the method, a simulation model of aircraft turn operations of a U.S. based carrier was made and validated using actual data from airline operations. The model was then adjusted to reflect an application of the Theory of Constraints for determining how to deploy the scarce resource of ramp workers. The results indicate that, given slight modifications to TOC terminology and the development of a method for constraint identification, the Theory of Constraints can be applied with success to services. Bottlenecks in services must be defined as those processes for which the process rates and amount of work remaining are such that completing the process will not be possible without an increase in the process rate. The bottleneck ratio is used to determine to what degree a process is a constraint. Simulation results also suggest that redefining performance measures to reflect a global business perspective of reducing costs related to specific flights versus the operational local optimum approach of turning all aircraft quickly results in significant savings to the company. Savings to the annual operating costs of the airline were simulated to equal 30% of possible current expenses for misconnecting passengers with a modest increase in utilization of the workers through a more efficient heuristic of deploying them to the highest priority tasks. This dissertation contributes to the literature on service operations by describing a dynamic, adaptive dispatch approach to manage service factory operations similar to airline turnaround operations using the management philosophy of the Theory of Constraints.
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Ceinos, Yannick. "A representation of Network Elements within the Operation Support Systems." Thesis, Linköping University, Department of Electrical Engineering, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-4262.
Full textAbstract:
<p>Currently, our world is getting more and more connected: information flows are everywhere at anytime. We are only at the beginning of the communication era. However, few want to know how those data are delivered as long as they are well delivered. Which paths they take, using optical fibres or regular copper cables, such questions do not matter for end-customers.</p><p>As a part of a telecommunication company, these questions do really matter. As networks become increasingly complex, it is significant to keep them under control and make them reliable to deliver high-quality services to users.</p><p>One of our main problems is how to get a representation of this network. More precisely how to get a relevant image of elements that compose this huge web and what points are significant in order to increase the quality of offered services. This thesis will try to answer these questions.</p>